Problem. In order to develop your business, you need to keep track of products that interest people and the services they buy from your company, their place of work and other connections, giving an idea of the customers. Goal. The purpose of this article is to analyze, study and test the theoretical and methodological principles and characterize the criteria for improving the efficiency of business process automation using CRM-technologies in the enterprise, as well as building a model to assess the effectiveness of information systems such as Salesforce-CRM. Methodology. Methods, technologies, and tools are used for analyzing the effectiveness of automation of business processes of the enterprise using CRM-applications, research, and testing combinations of methods to determine the impact of the Salesforce-CRM-system’s implementation in the enterprise. Results. Development and justification of measures to improve the information and analytical management system of the organization. Methods of effective implementation and analysis of CRM effectiveness include determining its features and the main criteria of performance indicators and choosing the best strategy that would correspond to the company's business processes. Originality. Since the aim of the article is to analyze the theoretical and methodological foundations and determine the criteria for improving the efficiency of business process automation using CRM-technologies in the enterprise, the following tasks were performed: the purpose and role of CRM-system in enterprise automation were distinguished; a model for evaluating the effectiveness of CRM-system implementation for business process automation was built; quantitative estimates were obtained and recommendations for the SalesforceCRM implementation were provided. Practical  value. The proposed research can be used to identify and measure the attributes of the benefits of CRM implementation, such as, for example, cost, efficiency, innovation and improvement of the quality of services, the number of regular customers. As part of the writing of this paper, a customer-oriented model for evaluating the effectiveness of CRM was built.