title: ÐÐ½ÐµÐ´ÑÐµÐ½Ð¸Ðµ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÑÐ¾ÑÐ³Ð¾Ð²Ð¾Ð¹ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸
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: CRM system implementation in a trade company
Creators: name: ÐÐ¾Ð»Ð¾Ð²Ð°ÑÐµÐ², Ð Ð¾Ð¼Ð°Ð½
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: 2020
Subjects: ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ñ
Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ
CRM-ÑÐ¸ÑÑÐµÐ¼Ð°
Ð¿ÑÐ¾Ð´Ð°Ð¶Ð° ÑÑÐ»ÑÐ³
ÑÐ°Ð±Ð¾ÑÐ° Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸
company
implementation
CRM-system
sale of services
work with clients

description: Ð¦ÐµÐ»Ñ ÑÐ°Ð±Ð¾ÑÑ - Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ ÑÐ¸ÑÑÐµÐ¼Ñ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸ÑÐ¼Ð¸ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸ Ð² ÑÐ¾ÑÐ³Ð¾Ð²Ð¾Ð¹ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸. ÐÐ°Ð´Ð°ÑÐ¸ ÑÐ°Ð±Ð¾ÑÑ: - Ð²ÑÑÐ²Ð¸ÑÑ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼Ñ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸, ÑÐ²ÑÐ·Ð°Ð½Ð½ÑÐµ Ñ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ¾Ð¹ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð´ÐµÐ¹ÑÑÐ²Ð¸Ñ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸, Ð¾Ð¿ÑÐµÐ´ÐµÐ»Ð¸ÑÑ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½ÑÐµ Ð¿Ð¾ÑÑÐµÐ±Ð½Ð¾ÑÑÐ¸; - Ð¿ÑÐ¾Ð²ÐµÑÑÐ¸ Ð°Ð½Ð°Ð»Ð¸Ð· ÑÑÐ½ÐºÐ° CRM-ÑÐ¸ÑÑÐµÐ¼ Ð¸ Ð²ÑÐ±ÑÐ°ÑÑ Ð¿Ð¾Ð´ÑÐ¾Ð´ÑÑÐµÐµ Ð´Ð»Ñ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ ÑÐµÑÐµÐ½Ð¸Ðµ; - Ð²ÑÐ¿Ð¾Ð»Ð½Ð¸ÑÑ Ð½Ð°ÑÑÑÐ¾Ð¹ÐºÑ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¸ Ð¿ÑÐ¾Ð´ÐµÐ¼Ð¾Ð½ÑÑÑÐ¸ÑÐ¾Ð²Ð°ÑÑ ÐµÐµ ÑÐ°Ð±Ð¾ÑÑ; Ð Ð°Ð±Ð¾ÑÐ° Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð° Ð½Ð° Ð±Ð°Ð·Ðµ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ - 1Ð¡ ÑÑÐ°Ð½ÑÐ°Ð¹Ð·Ð¸, Ð³Ð´Ðµ ÑÐ¾Ð±Ð¸ÑÐ°Ð»Ð°ÑÑ Ð±Ð¾Ð»ÑÑÐ°Ñ ÑÐ°ÑÑÑ ÑÐ°ÐºÑÐ¸ÑÐµÑÐºÐ¾Ð³Ð¾ Ð¼Ð°ÑÐµÑÐ¸Ð°Ð»Ð°. ÐÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ð½ÑÐµ Ð¼ÐµÑÐ¾Ð´Ñ: SWOT-Ð°Ð½Ð°Ð»Ð¸Ð·, ÑÑÐ°Ð²Ð½Ð¸ÑÐµÐ»ÑÐ½ÑÐ¹ Ð°Ð½Ð°Ð»Ð¸Ð·, Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð², ÑÐ±Ð¾Ñ Ð¸ Ð¾Ð±ÑÐ°Ð±Ð¾ÑÐºÐ° Ð´Ð°Ð½Ð½ÑÑ, Ð¼ÐµÑÐ¾Ð´Ñ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð¿ÑÐ¾ÐµÐºÑÐ¾Ð². Ð ÐµÐ·ÑÐ»ÑÑÐ°ÑÑ ÑÐ°Ð±Ð¾ÑÑ: - Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð° Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ÑÑÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ; - ÑÑÐ¾ÑÐ¼ÑÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ñ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ñ Ðº ÑÐ¸ÑÑÐµÐ¼Ðµ; - Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½ Ð°Ð½Ð°Ð»Ð¸Ð· ÑÑÐ½ÐºÐ° CRM Ð¸ Ð²ÑÐ±ÑÐ°Ð½Ð¾ Ð¿Ð¾Ð´ÑÐ¾Ð´ÑÑÐµÐµ ÑÐµÑÐµÐ½Ð¸Ðµ; - Ð¿ÑÐ¾Ð´ÐµÐ¼Ð¾Ð½ÑÑÑÐ¸ÑÐ¾Ð²Ð°Ð½Ð° ÑÐµÑÐ½Ð¾Ð»Ð¾Ð³Ð¸Ñ ÑÐ°Ð±Ð¾ÑÑ Ñ ÑÐ¸ÑÑÐµÐ¼Ð¾Ð¹; - Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð° Ð¾ÑÐµÐ½ÐºÐ° ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¾Ð¹ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸. ÐÑÐ°ÐºÑÐ¸ÑÐµÑÐºÐ°Ñ Ð·Ð½Ð°ÑÐ¸Ð¼Ð¾ÑÑÑ Ð¾Ð±ÑÑÐ»Ð¾Ð²Ð»ÐµÐ½Ð° ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ°Ð¼Ð¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸: Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ðµ Ð¿ÑÐ¾Ð¸Ð·Ð²Ð¾Ð´Ð¸ÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ ÑÑÑÐ´Ð° Ð¼ÐµÐ½ÐµÐ´Ð¶ÐµÑÐ°, ÑÐ²ÐµÐ»Ð¸ÑÐµÐ½Ð¸Ðµ ÐºÐ¾Ð»Ð¸ÑÐµÑÑÐ²Ð° ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð², Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ðµ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð², ÑÐ²ÐµÐ»Ð¸ÑÐµÐ½Ð¸Ðµ Ð¾Ð±ÑÐµÐ¼Ð¾Ð² Ð¿ÑÐ¾Ð´Ð°Ð¶.
description: The target of the work - implementation of a customer relationship management system in a trading company. Tasks of work: - identify the company's problems associated with information support for customer interaction, identify information needs; - identification of the bottlenecks in the architecture of the company; - market analysis of CRM systems and the selection of a suitable solution; - system setup and demonstration of work. The work was performed based on the company - 1C franchisee, where most of the actual material was collected. Methods used: SWOT-analysis, comparative analysis, business process modeling, data collection and processing, project efficiency methods. Results of work: - substantiated the need to implement a CRM-system; - system requirements are formulated; - a market analysis of CRM was carried out and a suitable solution was chosen; - demonstrated technology for working with the system; - an assessment of economic efficiency. Practical significance is due to the results of implementing the CRM system in the company: increasing manager productivity, increasing the number of customers, increasing customer satisfaction, increasing sales.