Evaluating the Cost-Effectiveness of Staff Motivation When Implementing a CRM System

The article is devoted to solving the problem of rejecting innovations in the form of CRM systems by some employees of enterprises and organizations that are part of the distribution channels of goods and services. The research purpose is to show the need to motivate employees of commercial divisions at enterprises when implementing CRM systems and the possibility of calculating the economic efficiency when using material incentives to speed up work. Research objectives are: to prove the necessity of implementing collaborative CRM systems in the practice of interaction between participants of distribution channels; to show reasons for the negative attitude of employees to the implementation of CRM systems; to recommend material methods of stimulating employees. The authors propose a formula for calculating the economic effect of using incentive methods for motivation of employees in order to overcome their opportunistic behavior in the development and implementation of CRM systems in the activities of organizations participating in the distribution channels of goods and services.