Impact of CRM systems on economic efficiency of small business enterprises

Abstract

The article examines the impact of Customer Relationship Management (CRM) systems implementation on key economic indicators of small enterprises. Mechanisms for reducing transaction costs, increasing sales conversion, and optimizing payroll are analyzed. Problems of "digital resistance" of personnel and hidden adaptation costs are considered. Practical significance lies in developing an approach to assessing Total Cost of Ownership (TCO) and Return on Investment (ROI) when choosing between cloud and on-premise solutions.