The object of this study is a comprehensive review of the open source customer
relationship management (CRM) systems. The open source softwares have become one of the most
important trends in the software industry recently. Similarly, the CRM systems are applied more
increasingly in several fields of economy. The CRM is not merely a subsequent software technology
and application in the field of Business Intelligence, but rather a novel, comprehensive customercentric
approach to an organization’s philosophy in dealing with its customer for the sake of
realization of short- and long-range business target contrary to the traditionally widespread productcentric
approach. Following a short synopsis of the theoretical and practical aspects of the CRM
systems we analyse the scope of CRM-supported business activities and processes, then the actual
market forecasts and the range of the effective and potential users of the proprietary and open source
CRM solutions. We make an attempt to give a general overview of the advantages and disadvantages
of applying open source CRM software solutions including the discussion of user benefits and costs
and the applied software technologies
