Савченко, О.В.Savchenko, O.2017-06-202017-06-202017Савченко, О.В. CRM-системи готельно-ресторанних підприємств та погляди на оцінку їх ефективності [Текст] / О. В. Савченко // Вісник Хмельницького національного університету. Економічні науки. – 2017. – № 2, т. 2. – С. 280-282.https://elar.khmnu.edu.ua/handle/123456789/5557В статті висвітлено підхід до оцінки CRM-систем на основі показників збалансованої системи індикаторів ведення бізнесу, визначено роль показників ефективності та показників результативності.The competition, reducing of differences in the quality of similar products and services, the fast development of computer technologies, increasing of the availabilities of consumer information about the market - this are the features of modern enterprise's environment. Acquires change attitudes to consumers, expanding the number of channels of interaction. Customer Relationship Management, replacing the marketing relationships gets a new, outstanding role. Note that in the area of customer service impression about the company, the level of satisfaction with cooperation plays an even greater role than in other areas of management. Market software products in the field of CRM is saturated enough today, and annual growing of alternative solutions is at least 5%. The market dynamics of CRM-systems (sphere "restaurants and cafes", target market - Foodservice) is growing in of about 7,4%. The largest product-makers are Salesforce.com , SAP and Oracle .The question concerning the feasibility of the introduction of the enterprise of a software product for its effectiveness. The aim of the article is to study ways to assess CRMsystems business hotel and restaurant sector. The approach to the assessment of CRM-systems based on performance of Balanced business indicators is given in the article, the role of performance indicators is underlined. Evaluating of CRM effectiveness as automated information systems carried out with insufficient substantiation in scientific literature. This process is often intuitive, based on gross implementation. As we consider, it should be developed an approach which is based on strategic management, information technology management, and financial management.ukCRM готельно-ресторанного підприємстваRM-системастандарти інформаційних системзбалансована система індикаторів ведення бізнесупоказники ефективностіпоказники результативностhotel and restaurant CRMCRM-systemstandards for information systems standards for information systemsbalanced system of business performance indicatorsСтаття656.13