title: Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð´ÐµÐ¹ÑÑÐ²Ð¸Ñ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸ Ð² Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð¿Ð¾ Ð¿ÑÐ¾Ð¸Ð·Ð²Ð¾Ð´ÑÑÐ²Ñ ÐºÐ¾Ð½Ð´Ð¸ÑÐµÑÑÐºÐ¸Ñ Ð¸Ð·Ð´ÐµÐ»Ð¸Ð¹
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð±Ð°ÐºÐ°Ð»Ð°Ð²ÑÐ°
titleType: Subtitle
title: Development of a project for the implementing a customer interaction system in a confectionary production organization
Creators: name: ÐÐ¾ÑÑÑÐ½Ð¾Ð², ÐÐ°ÐºÑÐ¸Ð¼
Publisher: name: Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ÑÐºÐ¸Ð¹ Ð¿Ð¾Ð»Ð¸ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¸Ð¹ ÑÐ½Ð¸Ð²ÐµÑÑÐ¸ÑÐµÑ ÐÐµÑÑÐ° ÐÐµÐ»Ð¸ÐºÐ¾Ð³Ð¾
Year: 2024
Subjects: CRM-ÑÐ¸ÑÑÐµÐ¼Ð°
ÑÐ¸ÑÑÐµÐ¼Ð° Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð´ÐµÐ¹ÑÑÐ²Ð¸Ñ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸
Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ
ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÑ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð²
Ð¾ÑÐµÐ½ÐºÐ° ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¾Ð¹ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸
CRM system
customer interaction system
information system implementation
customer satisfaction
asessment of the economic efficiency of the project

description: Ð¦ÐµÐ»ÑÑ ÑÐ°Ð±Ð¾ÑÑ ÑÐ²Ð»ÑÐµÑÑÑ Ð¿Ð»Ð°Ð½Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð¸ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿ÑÐ¾ÐµÐºÑÐ° Ð¿Ð¾ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÐºÐ¾Ð½Ð´Ð¸ÑÐµÑÑÐºÐ¾Ð¹ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸, ÐºÐ¾ÑÐ¾ÑÐ°Ñ ÑÐ¿ÐµÑÐ¸Ð°Ð»Ð¸Ð·Ð¸ÑÑÐµÑÑÑ Ð½Ð° Ð¿ÑÐ¾Ð´Ð°Ð¶Ðµ ÐºÐ¾Ð·Ð¸Ð½Ð°ÐºÐ¾Ð² Ð¸ Ð±Ð°ÑÐ¾Ð½ÑÐ¸ÐºÐ¾Ð² Ñ Ð½Ð°ÑÑÑÐ°Ð»ÑÐ½ÑÐ¼ ÑÐ¾ÑÑÐ°Ð²Ð¾Ð¼ Ð¸ ÐºÐ¾Ð¼Ð¿Ð¾Ð½ÐµÐ½ÑÐ°Ð¼Ð¸, Ð¸ Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð¸Ðµ ÐµÐ³Ð¾ ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¾Ð¹ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸. ÐÐ°Ð´Ð°ÑÐ¸ ÑÐ°Ð±Ð¾ÑÑ: 1. ÐÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð¸Ðµ Ð°Ð½Ð°Ð»Ð¸Ð·Ð° ÑÑÑÐµÑÑÐ²ÑÑÑÐµÐ¹ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ ÐÐÐ Â«ÐÐ°ÐºÐ¾Ð²Â». 2. ÐÑÑÐ²Ð»ÐµÐ½Ð¸Ðµ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼, ÑÑÐµÐ±ÑÑÑÐ¸Ñ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ¸. 3. ÐÐ½Ð°Ð»Ð¸Ð· ÑÑÐ½ÐºÐ° CRM-ÑÐ¸ÑÑÐµÐ¼ Ð¸ Ð²ÑÐ±Ð¾Ñ Ð½Ð°Ð¸Ð±Ð¾Ð»ÐµÐµ Ð¿Ð¾Ð´ÑÐ¾Ð´ÑÑÐµÐ³Ð¾ ÑÐµÑÐµÐ½Ð¸Ñ. 4. Ð¤Ð¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð¿ÑÐ¾ÐµÐºÑÐ½Ð¾Ð¹ ÐºÐ¾Ð¼Ð°Ð½Ð´Ñ. 5. Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿Ð»Ð°Ð½Ð° ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ. 6. ÐÐ½Ð°Ð»Ð¸Ð· ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð² Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ. Ð Ð°Ð±Ð¾ÑÐ° Ð²ÑÐ¿Ð¾Ð»Ð½ÑÐ»Ð°ÑÑ Ð½Ð° Ð±Ð°Ð·Ðµ ÐºÐ¾Ð½Ð´Ð¸ÑÐµÑÑÐºÐ¾Ð¹ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸ ÐÐÐ Â«ÐÐ°ÐºÐ¾Ð²Â» Ð¸ ÑÐ°Ð¼Ð¾Ð³Ð¾ Ð´Ð¾ÑÐµÑÐ½ÐµÐ³Ð¾ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ Green Meal. ÐÐµÑÐ¾Ð´Ñ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ: ÑÐ±Ð¾Ñ Ð¸ Ð°Ð½Ð°Ð»Ð¸Ð· Ð´Ð°Ð½Ð½ÑÑ, Ð´Ð¸Ð°Ð³ÑÐ°Ð¼Ð¼Ð° ÐÐ°Ð½ÑÐ°, Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð², ÑÐ±Ð¾Ñ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ð¹, Ð°Ð½Ð°Ð»Ð¸Ð· ÑÐ¸ÑÐºÐ¾Ð², Ð¾ÑÐµÐ½ÐºÐ° ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð¿ÑÐ¾ÐµÐºÑÐ¾Ð². ÐÑÐ½Ð¾Ð²Ð½ÑÐµ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÑ ÑÐ°Ð±Ð¾ÑÑ: Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½ Ð°Ð½Ð°Ð»Ð¸Ð· ÑÐ¾ÑÑÐ¾ÑÐ½Ð¸Ñ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð½Ð° Ð¼Ð¾Ð¼ÐµÐ½Ñ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ; ÑÐ¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ñ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÑ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð² ÑÐ¾ÑÑÐ¾ÑÐ½Ð¸ÑÑ Â«AS ISÂ» Ð¸ Â«TO BEÂ»; ÑÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ñ Ð¿Ð»Ð°Ð½ Ð¸ ÐºÐ¾Ð¼Ð°Ð½Ð´Ð° Ð¿ÑÐ¾ÐµÐºÑÐ°, Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ñ Ð°Ð½Ð°Ð»Ð¸Ð· ÑÐ¸ÑÐºÐ¾Ð² Ð¸ Ð¾ÑÐµÐ½ÐºÐ° ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð¿ÑÐ¾ÐµÐºÑÐ°. ÐÑÐ°ÐºÑÐ¸ÑÐµÑÐºÐ°Ñ Ð·Ð½Ð°ÑÐ¸Ð¼Ð¾ÑÑÑ ÑÐ°Ð±Ð¾ÑÑ Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÑÐµÑÑÑ Ð¿Ð¾ÑÐµÐ½ÑÐ¸Ð°Ð»ÑÐ½ÑÐ¼Ð¸ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ°Ð¼Ð¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸, Ð³Ð´Ðµ Ð¿Ð»Ð°Ð½Ð¸ÑÑÐµÑÑÑ ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ñ Ð¿ÑÐ¾ÐµÐºÑÐ° Ð½Ð° Ð¾ÑÐ½Ð¾Ð²Ðµ Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð½ÑÑ Ð¼Ð¾Ð´ÐµÐ»ÐµÐ¹. ÐÑÐ²Ð¾Ð´Ñ. ÐÐ°Ð´Ð°ÑÐ¸ ÐÐÐ  ÑÐµÑÐµÐ½Ñ, ÑÐµÐ»Ñ Ð´Ð¾ÑÑÐ¸Ð³Ð½ÑÑÐ°, Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÐµÐ½Ð° Ð¾Ð±Ð»Ð°ÑÑÑ Ð¿ÑÐ¸Ð¼ÐµÐ½ÐµÐ½Ð¸Ñ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð².
description: The purpose of the research is planning and development of a project for the implementation of a CRM system in a confectionary organization that specializes in a sale of kozinaki and candy bars with natural ingredients and components, and justification of its economic efficiency. Tasks of the work: 1. Analysis of the existing activities of the company LLC "Makov". 2. Identification of problems requiring information support. 3. Analysis of the CRM systems market and selection of the most suitable solution. 4. Formation of the project team. 5. Development of the implementation plan of the implementation project. 6. Analysis of the results of the CRM system implementation project. The research was carried out on the basis of the confectionary organization LLC "Makov" and the Green Meal subsidiary itself. Research methods: data collection and analysis, Gantt chart, process modeling, requirements collection, risk analysis, project effectiveness evaluation. The main results of the study: an analysis of the state of the company at the time of the study was carried out; one of the processes of the company is modeled in the "AS IS" and "TO BE" states; a project plan and team have been formed; project risks have been assessed; risk analysis and evaluation of the effectiveness of project were carried out. The practical significance of the work is determined by the potential results of the implementing an informational system in a company where it is a planned to implement a project based on proposed models. Conclusions. The tasks of the GQP have been solved, the goal has been achieved, the scope of application of the results has been determined.