Implementation of CRM and ERP systems in small and medium-sized businesses as a means of improving operational efficiency in e-commerce

The article examines the implementation of CRM and ERP systems in small and mediumsized businesses as a means of improving operational efficiency in the field of e-commerce. It explores their impact on business process automation, customer relationship management, inventory management, logistics, and strategic decision-making. The study analyzes the features of these systems, their differences and similarities, as well as their application in various aspects of company operations. The advantages of using these systems are evaluated, including increased customer loyalty, warehouse management optimization, cost reduction, and improved financial control. Additionally, the risks associated with high implementation costs, the need for staff training, and potential integration challenges are considered.