Functionality features of CRM systems as a problem of successful management choice

A CRM system is a system that allows users to manage a business, as well as automate various business processes. With its help, consumers can perform many different functions, such as, for example, to control the tasks of employees, assign responsibilities, control income, etc. The article is noted that there are now a huge number of different CRM systems on the Russian market. The authors noted that consumers have a problem with choosing a suitable product based on the type of business. This article reveals the issues of the importance of CRM systems, functionality and analyzes the difference between the boxed and cloud versions. The research showed that different authors give a similar description of the purpose of the CRM system, but do not pay attention to the additional functionality that should be taken into account when calculating the benefits of a particular version for a particular industry, business. Therefore, the relevance of the research, including the creation of a conditional version of the basic product suitable for many, and consequently additional features offered by different manufacturers. Particular attention was paid to the comparative analysis of the capabilities of CRM systems, as a result of which a comparative table was compiled showing the advantages and disadvantages of popular programs, as well as a checklist for potential buyers was compiled, thereby saving time and avoiding incorrect system selection.