Impact of the CRM System and Time Management on Organizational Effectiveness and Performance: Case Study of an E-Commerce Micro Enterprise

Purpose: The main goal of the study is to examine impact implementation Customer Relationship Management (CRM) system and Time (TM) tools on organizational effectiveness performance (OEP). A literature review provides background for presenting results own research performed an e-commerce microenterprise. Design/Approach/Methodology: empirical involved a case with use participant observation method direct unstructured interview. were compared interview CEO company discussed against in literature. Findings: has shown significant CRM increasing OEP. There also differences perception TM's OEP, people who did not have TM place used less able benefit from potential. It became one reasons failure first company. In addition, lack knowledge IT management support tools, training, as well non-intuitive nature resulted barriers preventing further system. Practical Implications: indicate what functions can be useful improve work organization increase OEP micro enterprise. Originality/Value: simultaneous been described previous studies concerned mainly or sales team's perfor-mance. No article was devoted application and/or micro¬enter¬prise. value pointing out synergy effect com¬bination tools.