Evaluating the Effectiveness of the CRM System for the Manufacturing Company

This master's thesis addresses the problem of the absence of an assessment a CRM system's value prior to its implementation. This results in the possibility that a company can lose money and time due to the inefficient implementation of the system. Wrong investor expectations lead to additional costs. In the theoretical analysis in the master's thesis, the author makes a review and analysis of existing methods for assessing the value of information systems. The author of the master's thesis considers the methods that are further applied in the chosen method. In the practical part of the final qualifying work, the author adapts the chosen methodology and applies it to CRM systems. In the third chapter, the author gives an example of using the methodology for assessing the value of CRM for a particular company XXX. The final part of the work contains an algorithm for assessing the value of CRM and suggestions for its use.