FORMALIZED METHOD FOR ANALYSIS AND QUANTITATIVE ASSESSMENT OF CRM SYSTEM DEVELOPMENT OPTIONS IN THE CONTEXT OF CHANGING BUSINESS PROCESSES

Author(s): Golovin I.I., Mironov A.L.

Rubric: Information technology

DOI: 10.21777/2500-2112-2026-1-104-112

Release: 2026-1 (54)

Pages: 104-112

Keywords: CRM system, multi-criteria analysis, analytic hierarchy process (AHP), TOPSIS method, key performance indicators (KPI), formalized methodology

Annotation: The article is devoted to the development and empirical testing of a formalized methodology for analysis and assessment of CRM system development options in the context of changing business processes. The methodology is based on the integration of multi-criteria analysis and key performance indicator (KPI) monitoring methods. In order to select alternatives for the development of a CRM system, a combination of AHP–TOPSIS methods is used, which allows us to considerate the diverse technological, economic, organizational, managerial, and stra- tegic criteria with control over the consistency of expert assessments. During the study, a system of criteria was formed and refined, metrics for the effectiveness of the system reconfiguration procedure and validation criteria (expert agreement, stability of ranking to weight changes, KPI dynamics after implementation) were defined. An empirical test of the developed methodology was conducted based on the AmoCRM information system in a small/medium-sized business. The results of the empirical test showed a statistically significant improvement in key KPIs. The research results confirm the effectiveness of the proposed methodology and its applicability for improving the validity of decisions on the development of CRM systems.

Bibliography: Golovin I.I., Mironov A.L. FORMALIZED METHOD FOR ANALYSIS AND QUANTITATIVE ASSESSMENT OF CRM SYSTEM DEVELOPMENT OPTIONS IN THE CONTEXT OF CHANGING BUSINESS PROCESSES // Education Resources and Technologies. – 2026. – № 1 (54). – С. 104-112. doi: 10.21777/2500-2112-2026-1-104-112