In today's world, the market is more competitive than ever, and businesses must rely on meeting the needs of customers in order to retain them or create new ones. In order to succeed in meeting the needs of their customers, companies must get to know them, find out their preferences, and predict how their requirements change over time. A satisfied user attracts new users, while an unsatisfied user drags away even more users. The introduction of a customer relationship management system enables easier and more detailed access to customers. These systems are not only a tool or technology for customer and market analysis, but the entire business philosophy of approaching the customer as the center of the company's operations. Customer relationship management (CRM) systems can be useful for all companies, regardless of their size, but for successful implementation, it is necessary to analyze the current state of the company and determine the most suitable CRM to achieve the company's goals. There are many types and vendors of CRM software on the market, each with different functionalities and prices. In order to be sure of business improvement after CRM implementation, companies should set numerically measurable goals whose solutions give an accurate picture of business progress. Using the example of Villa Jadranka, the measurable goal is saving time after the introduction of the CRM system. The best indicator of this time saving is the reduction of time spent on answering inquiries and organizing the reservation of accommodation units. Villa Jadranka is a micro-enterprise, so a cloud-based CRM would be a better solution than a locally implemented CRM because it does not require the payment of system implementation and maintenance costs. An overview of the solutions available on the market shows that Zoho CRM is a good choice because it contains all the functionalities needed by the owner. CRM would automate a large number of steps that the owner had to do herself before. On the basis of graphic displays, usage diagrams and tables, a reduction of steps in the business process after the implementation of Zoho CRM by approximately 50% is visible. In addition to automating the booking process, CRM can provide owners with other useful functionalities. One of the main features of any CRM is to store customer data, which is very useful for micro company because it often relies on nurturing relationships with existing guests to make a profit. Saved data and notes can give the owner an advantage in future interaction because it has knowledge of the guest's previous habits and wishes. This approach to guests shows that the owner strives to meet their needs and provide them with a personalized experience during their stay at Villa Jadranka. The implementation of CRM in the company Villa Jadranka would save time and potentially bring more profit to the company because the owner would have more time for other things, such as improving the offer.