Abstract <p>the problems of using CRM-systems in the processes of customer service organization, their evolution, disadvantages, development trends and advantages are considered. Based on the data of several international analytical companies, the statistical analysis of the ongoing processes of evolution of modern CRM-systems is carried out, and conclusions are drawn about the trends of their further development. Recommendations are given to improve the efficiency of the managers' department and engineers' department of companies that have CRM-system as part of their information system, to optimize the process of their interaction on the basis of improving the structure and methods of application of data processing systems of this type.</p>