Abstract
The purpose of the article is to identify and characterize IT instruments and tools used in customer relationship management (CRM) and to present the results of empirical research. In particular, the article presents the essence and elements of the customer relationship management system (CRM), determines its importance in the functioning of the company and shaping business relations with stakeholders. Especially, a lot of space is devoted to a discussion on information technology in the development of CRM. A selection of more important IT tools supporting CRM are characterized, such as the database management subsystem, Internet services, social media (social CRM), cloud computing, ERP/MRP III applications and Big Data, highlighting their advantages and disadvantages and applications. The empirical section of the work contains a description, including the significance and benefits of use, of e-learning in the development of the CRM system and the conditions for its implementation.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
