Vol.11, No.1, February 2022.                                                                                                                                                                           ISSN: 2217-8309

                                                                                                                                                                                                                        eISSN: 2217-8333


TEM Journal



Association for Information Communication Technology Education and Science

CRM Systems for Small Businesses: The Role in the Digital Transformation and New Opportunities During COVID-19


Lilia Matraeva, Ekaterina Vasiutina, Nataliya Korolkova


© 2022 Matraeva Lilia, published by UIKTEN. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License. (CC BY-NC-ND 4.0)


Citation Information: TEM Journal. Volume 11, Issue 1, Pages 138-149, ISSN 2217-8309, DOI: 10.18421/TEM111-16, February 2022.


Received: 19 August 2021.

Revised:   10 January 2022.
Accepted: 18 January 2022.
Published: 28 February 2022.




The growing trend of focusing on customer focus, combined with business informatization, is becoming a critical aspect of the competitiveness of modern enterprises, regardless of their size. The introduction of new technologies by small enterprises allows them to develop and grow rapidly. This article is aimed at determining the readiness to use CRM systems in small businesses, as well as identifying the factors that small companies take into account when deciding on the implementation of the CRM. In the article, a holistic view of the use of the needs in the development of the CRM systems for small businesses is presented.


Keywords – CRM system, small enterprises, digitalization of small businesses, questionnaires, survey results.



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