Assessment of the maturity level of the customer relationship management system

The article proposes the authors’ method for assessing maturity of customer relationship management system a company. purpose is theoretical refinement concept in terms expanding conceptual apparatus and defining stages customer-centric transformation process. achieve indicated purpose, following methods were used: systematisation existing scientific views on research topic; analysis models quantitative interpretation expert survey data; identifying trends competitive market conditions centricity. topic relevant due to several factors: competition based aggregate value provided one main ways compete current circumstances; used today analyze centricity neither uniform nor sufficient; established vision does not include understanding this process’ levels stages. authors created new thesaurus by proposing introduce certain concepts system. Maturity factors analyzed. For practical purposes, measuring are studied, recommendations aimed at increasing level prepared, potential risks identified. It demonstrated that systemic implementation principles transformation.