Research background: Communication with customers is based on CRM (Customer Relationship Management) systems in many enterprises. It is a sensitive matter with the necessary rules and recommendations. Customers are very smart and they have a very good orientation in market. Information technologies have the ability to support communication with customers, but the question is the optimal implementation for CRM. Purpose of the article: The aim of this paper is to show the reserves in the support of CRM in the field of IT (Information Technology). The purpose of this article is to specify the weaknesses dedicated to implementation issues rooted in IT capabilities. The thinking is about an inspiring approach that has the potential to increase stability of CRM system implementation. Methods: The method solution is based on a literature review of CRM and IT options, determination of the necessary metrics focused on automation support, database and data security, live chat integration, and method of implementation. Around 100 CRM systems were divided into four group according to the number of employees and evaluated on the basis of the fuzzy AHP (Analytic Hierarchy Process) method to expand the processing with issue of uncertainty. Findings & Value added: The findings are based on the results of monitoring IT capabilities in CRM systems, and their final ranking in individual groups. There is stability to support of data security and automation. The differences are caused by greater interest in the live chat integration in group no 4 versus to group no 1. On the contrary, there is reduced interest in the implementation of methods and database rules. IT users do not have enough information about it directly from CRM system vendors; it is a pleasant simplification of way from business planning to training IT users based on using a chosen CRM system, but this approach is not transparent enough for proven implementation standards and many CRM projects have difficulties with it.

CRM; changes in society, implementation; information technology; knowledge