title: Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸, Ð·Ð°Ð½Ð¸Ð¼Ð°ÑÑÐµÐ¹ÑÑ ÑÑÐ»ÑÐ³Ð°Ð¼Ð¸ Ð¿Ð¾ ÑÐºÐ»Ð°Ð´ÐºÐµ Ð½Ð°Ð¿Ð¾Ð»ÑÐ½ÑÑ Ð¿Ð¾ÐºÑÑÑ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 implementation of a CRM system in a company that provides services for laying floor coverings
Creators: name: Ð¨Ð°Ð¹ÑÐ»ÐµÐµÐ²Ð°, ÐÐ°Ð·Ð¸ÑÐ°
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: 2021
Subjects: ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ðµ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸ÑÐ¼Ð¸ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸
Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ñ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð²
Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ crm-ÑÐ¸ÑÑÐµÐ¼Ñ
Ð¼Ð¾Ð´ÐµÐ»Ñ AS IS
Ð¼Ð¾Ð´ÐµÐ»Ñ TO BE
customer relationship management
business process automation
crm system implementation
AS IS model
TO BE model

description: Ð¦ÐµÐ»Ñ ÑÐ°Ð±Ð¾ÑÑ â ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°ÑÑ Ð¿Ð»Ð°Ð½ Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ ÐÐÐ Â«ÐÐ°ÑÐºÐµÑÐ½Ð°Ñ Ð¼Ð°ÑÑÐµÑÑÐºÐ°ÑÂ», ÐºÐ¾ÑÐ¾ÑÐ°Ñ Ð¿Ð¾Ð¼Ð¾Ð¶ÐµÑ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð¸ÑÐ¾Ð²Ð°ÑÑ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÑ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸, ÑÐ²ÑÐ·Ð°Ð½Ð½ÑÐµ Ñ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð´ÐµÐ¹ÑÑÐ²Ð¸ÐµÐ¼ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸ Ð¸ Ð²Ð½ÑÑÑÐµÐ½Ð½ÐµÐ¹ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸ÐµÐ¹ ÑÐ°Ð±Ð¾ÑÑ. ÐÐ°Ð´Ð°ÑÐ¸ ÑÐ°Ð±Ð¾ÑÑ: - Ð°Ð½Ð°Ð»Ð¸Ð· Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸; - Ð¿Ð¾ÑÑÑÐ¾ÐµÐ½Ð¸Ðµ Ð»Ð°Ð½Ð´ÑÐ°ÑÑÐ½ÑÑ ÑÑÐµÐ¼ Â«ÐºÐ°Ðº ÐµÑÑÑÂ» Ð¸ Â«ÐºÐ°Ðº Ð´Ð¾Ð»Ð¶Ð½Ð¾ Ð±ÑÑÑÂ» Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð´ÐµÐ¹ÑÑÐ²Ð¸Ñ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸; - Ð²ÑÑÐ²Ð»ÐµÐ½Ð¸Ðµ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼, ÑÐµÑÐµÐ½Ð¸Ðµ ÐºÐ¾ÑÐ¾ÑÑÑ ÑÑÐµÐ±ÑÐµÑ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ¸; - Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÐµÐ½Ð¸Ðµ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ð¹ Ðº Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ðµ Ð¸ Ð¾Ð±Ð¾Ð·Ð½Ð°ÑÐµÐ½Ð¸Ðµ ÑÐ¸Ð½Ð°Ð½ÑÐ¾Ð²ÑÑ, ÐºÐ°Ð´ÑÐ¾Ð²ÑÑ, Ð²ÑÐµÐ¼ÐµÐ½Ð½ÑÑ Ð¸ Ð´ÑÑÐ³Ð¸Ñ Ð¾Ð³ÑÐ°Ð½Ð¸ÑÐµÐ½Ð¸Ð¹; - Ð¾Ð±Ð·Ð¾Ñ ÑÑÐ½ÐºÐ° Ð¸ ÑÑÐ°Ð²Ð½Ð¸ÑÐµÐ»ÑÐ½ÑÐ¹ Ð°Ð½Ð°Ð»Ð¸Ð· Ð²Ð¾Ð·Ð¼Ð¾Ð¶Ð½ÑÑ CRM-ÑÐ¸ÑÑÐµÐ¼; - ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ; - Ð¾ÑÐµÐ½ÐºÐ° ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¾Ð¹ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ. Ð Ð°Ð±Ð¾ÑÐ° Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð° Ð½Ð° Ð±Ð°Ð·Ðµ Ð¿Ð°ÑÐºÐµÑÐ½Ð¾Ð¹ Ð¼Ð°ÑÑÐµÑÑÐºÐ¾Ð¹. 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. 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, Ð²ÑÐ±ÑÐ°Ð½Ð° ÑÐ¸ÑÑÐµÐ¼Ð° Ð´Ð»Ñ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ, ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½ Ð¿Ð»Ð°Ð½ Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ, ÑÐ°ÑÑÑÐ¸ÑÐ°Ð½Ð° ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ°Ñ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÑ Ð¾Ñ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ. ÐÑÐ°ÐºÑÐ¸ÑÐµÑÐºÐ°Ñ Ð·Ð½Ð°ÑÐ¸Ð¼Ð¾ÑÑÑ ÑÐ°Ð±Ð¾ÑÑ Ð¾Ð±ÑÑÐ»Ð¾Ð²Ð»ÐµÐ½Ð° ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ°Ð¼Ð¸ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸: Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¿ÑÐµÐ´Ð¿Ð¾Ð»Ð°Ð³Ð°ÐµÑ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ðµ Ð»Ð¾ÑÐ»ÑÐ½Ð¾ÑÑÐ¸ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð² Ð¸ Ð¿ÑÐ¸Ð²Ð»ÐµÑÐµÐ½Ð¸Ðµ Ð½Ð¾Ð²ÑÑ, ÐºÐ¾Ð½ÑÑÐ¾Ð»Ñ Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð¸Ñ Ð·Ð°Ð´Ð°Ñ, ÑÐ²ÐµÐ»Ð¸ÑÐµÐ½Ð¸Ðµ Ð¿ÑÐ¸Ð±ÑÐ»Ð¸ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸. 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°.
description: The purpose of the work is to develop a project plan for the implementation of a CRM system in the company Â«Parquet WorkshopÂ», which will help automate the company's business processes related to interaction with customers and internal organization of work. Tasks of work: - analysis of the company's activities; - creation of landscape schemes Â«as isÂ» and Â«to beÂ» of business processes of interaction with clients; - identification of problems, the solution of which requires information support; - definition of requirements for the information system and the designation of financial, personnel, time and other restrictions; - market overview and comparative analysis of possible CRM systems; - development of the CRM system implementation project; - assessment of the economic efficiency of the implementation of the information system. Work is performed on the basis of a parquet workshop. Methods used: SWOT analysis, comparative analysis, business process modeling, data collection and processing. Work results: the necessity of implementing a CRM system is justified, the requirements for the system are formulated, the system for implementation is selected, the implementation project plan is developed, and the economic efficiency of implementing an information system is calculated. The practical significance of the work is determined by the results of the efficiency assessment: the implementation of the system involves increasing customer loyalty and attracting new ones, monitoring the implementation of tasks, and increasing the company's profit. Conclusions. The tasks of the graduation qualification paper have been solved, the goal has been achieved.