The customer relations management, CRM, has been growing in importance in the era of ongoing processes of globalisation and fast growing competition. The CRM systems constitute an excellent example of ever growing role of information technology (IT) in enterprises' functioning. A dynamic development and dissemination of this technology have caused that currently IT is an inseparable element of the combined business ecosystem, where it plays an important role in creating the value for the customer and enterprise. Knack of an effective use of IT affects the enterprise's abilities to offer customers attractive products and services as well as the company's ability to compete in the more and more demanding markets.