title: Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÑÐµÐºÐ»Ð°Ð¼Ð½Ð¾Ð¼ Ð°Ð³ÐµÐ½ÑÑÑÐ²Ðµ
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 the project for the implementation of CRM-system in the advertising agency
Creators: name: Ð¥Ð°Ð±Ð°ÑÐ¾Ð²Ð°, ÐÐ»Ð°Ð´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: CRM-ÑÐ¸ÑÑÐµÐ¼Ð°
cÐ¸ÑÑÐµÐ¼Ð° ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸ÑÐ¼Ð¸ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸
Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑ
Ð¿ÑÐ¾ÐµÐºÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ
Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ¸ÑÑÐµÐ¼Ð°
Crm-system
customer relationship management
business-process
implementation project
information system

description: ÐÐ°Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¿Ð¾ÑÐ²ÑÑÐµÐ½Ð° ÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ñ Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² Ð°Ð³ÐµÐ½ÑÑÑÐ²Ðµ ÑÐµÐºÐ»Ð°Ð¼Ñ Â«NOVAÂ», Ð·Ð°Ð½Ð¸Ð¼Ð°ÑÑÐ¸Ð¼ÑÑ Ð¸Ð·Ð³Ð¾ÑÐ¾Ð²Ð»ÐµÐ½Ð¸ÐµÐ¼ Ð½Ð°ÑÑÐ¶Ð½Ð¾Ð¹, Ð¸Ð½ÑÐµÑÑÐµÑÐ½Ð¾Ð¹ ÑÐµÐºÐ»Ð°Ð¼Ñ, Ð¿Ð¾Ð»Ð¸Ð³ÑÐ°ÑÐ¸ÐµÐ¹ Ð¸ Ð¼Ð¾Ð½ÑÐ°Ð¶Ð¾Ð¼ Ð¾Ð±ÑÐµÐºÑÐ¾Ð². Ð¦ÐµÐ»ÑÑ Ð²ÑÐ¿ÑÑÐºÐ½Ð¾Ð¹ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ ÑÐ²Ð»ÑÐµÑÑÑ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÑÐµÐºÐ»Ð°Ð¼Ð½Ð¾Ð¼ Ð°Ð³ÐµÐ½ÑÑÑÐ²Ðµ. ÐÑÐ¸ ÑÐ°ÑÑÐ¼Ð¾ÑÑÐµÐ½Ð¸Ð¸ Ð¸ Ð°Ð½Ð°Ð»Ð¸Ð·Ðµ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ Ð±ÑÐ»Ð¸ Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÐµÐ½Ñ Ð¾ÑÐ½Ð¾Ð²Ð½ÑÐµ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼Ñ Ð² Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ°Ñ, Ð¾Ð±ÐµÑÐ¿ÐµÑÐ¸Ð²Ð°ÑÑÐ¸Ñ ÐºÐ¾Ð¼Ð¼ÑÐ½Ð¸ÐºÐ°ÑÐ¸Ð¸ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸. Ð ÑÐ²ÑÐ·Ð¸ Ñ ÑÑÐ¸Ð¼ Ð±ÑÐ»Ð¸ Ð²ÑÑÐ²Ð»ÐµÐ½Ñ Ð¾ÑÐ½Ð¾Ð²Ð½ÑÐµ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ñ Ðº ÑÐµÑÐµÐ½Ð¸Ñ, Ð¿Ð¾Ð·Ð²Ð¾Ð»ÑÑÑÐµÐ¼Ñ ÑÐµÑÐ¸ÑÑ ÑÑÐ¸ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼Ñ. Ð¢Ð°ÐºÐ¶Ðµ Ð±ÑÐ» Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½ ÑÑÐ°Ð²Ð½Ð¸ÑÐµÐ»ÑÐ½ÑÐ¹ Ð°Ð½Ð°Ð»Ð¸Ð· Ð¿ÑÐµÐ´Ð»Ð°Ð³Ð°ÐµÐ¼ÑÑ ÑÐµÑÐµÐ½Ð¸Ð¹ Ð½Ð° ÑÑÐ½ÐºÐµ, Ð°Ð½Ð°Ð»Ð¸Ð· Ð¼ÑÐ»ÑÑÐ¸ÐºÑÐ¸ÑÐµÑÐ¸Ð°Ð»ÑÐ½ÑÐ¼ Ð²Ð·Ð²ÐµÑÐµÐ½Ð½ÑÐ¼ Ð²ÑÐ±Ð¾ÑÐ¾Ð¼. Ð ÐµÐ·ÑÐ»ÑÑÐ°ÑÐ°Ð¼Ð¸ ÑÐ°Ð±Ð¾ÑÑ ÑÐ²Ð»ÑÑÑÑÑ Ð²ÑÐ±Ð¾Ñ Ð² Ð¿Ð¾Ð»ÑÐ·Ñ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ amoCRM Ð¸ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿ÑÐ¾ÐµÐºÑÐ° Ð¿Ð¾ ÐµÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ñ ÑÐºÐ°Ð·Ð°Ð½Ð¸ÐµÐ¼ Ð¿ÑÐ¾ÐµÐºÑÐ½Ð¾Ð¹ ÐºÐ¾Ð¼Ð°Ð½Ð´Ñ, Ð¿Ð»Ð°Ð½Ð° ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ð¸, ÑÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ð½ÑÐ¼Ð¸ ÐºÑÐ¸ÑÐµÑÐ¸ÑÐ¼Ð¸ Ð¾ÑÐµÐ½ÐºÐ¸ ÐºÐ°ÑÐµÑÑÐ²Ð°, Ð°Ð½Ð°Ð»Ð¸Ð·Ð¾Ð¼ ÑÐ¸ÑÐºÐ¾Ð² Ð¸ Ð¾ÑÐµÐ½ÐºÐ¾Ð¹ Ð¾Ð¶Ð¸Ð´Ð°ÐµÐ¼Ð¾Ð¹ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ. Ð ÐµÐºÐ¾Ð¼ÐµÐ½Ð´Ð°ÑÐ¸Ð¸ Ð¿Ð¾ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM ÑÐ¸ÑÑÐµÐ¼Ñ, ÐºÐ¾ÑÐ¾ÑÑÐµ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½Ñ Ð² Ð´Ð°Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÐµ, Ð¼Ð¾Ð¶Ð½Ð¾ Ð¿ÑÐ¸Ð¼ÐµÐ½Ð¸ÑÑ Ð¿ÑÐ¸ Ð¿Ð»Ð°Ð½Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ð¸ Ð¸ ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð¿ÑÐ¾ÐµÐºÑÐ° Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸. ÐÐ½ÐµÐ´ÑÐµÐ½Ð¸Ðµ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¾Ð±ÐµÑÐ¿ÐµÑÐ¸Ñ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ ÑÐ²ÐµÐ»Ð¸ÑÐµÐ½Ð¸Ðµ Ð¿ÑÐ¾Ð·ÑÐ°ÑÐ½Ð¾ÑÑÐ¸ Ð´ÐµÐ¹ÑÑÐ²Ð¸Ð¹ ÑÐ¾ÑÑÑÐ´Ð½Ð¸ÐºÐ¾Ð², Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ðµ ÑÐºÐ¾ÑÐ¾ÑÑÐ¸ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ, ÑÐ¿ÑÐ¾ÑÐµÐ½Ð¸Ðµ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ¸ Ð¼Ð°ÑÐºÐµÑÐ¸Ð½Ð³Ð¾Ð²ÑÑ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹ Ð´Ð»Ñ Ð¿ÑÐ¸Ð²Ð»ÐµÑÐµÐ½Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð² Ð¸ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ðµ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÑÐ½Ð½Ð¾ÑÑÐ¸ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð² Ð·Ð° ÑÑÑÑ Ð²Ð¾Ð·Ð¼Ð¾Ð¶Ð½Ð¾ÑÑÐ¸ ÑÐ¾Ð·Ð´Ð°Ð½Ð¸Ñ ÑÐµÐ½Ð½Ð¾Ð³Ð¾ Ð´Ð»Ñ Ð½Ð¸Ñ Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð¸Ñ.
description: This work devoted to the formation of the project of implementation of the CRM system in the advertising agency "NOVA". The agency engaged in creating outdoor and indoor advertising, printing, and object installation. The purpose of the research is developing and implementation of the CRM system for this agency. Main issues of business processes in client communications were found by analyzing company's operations. In this regard, the main solution requirements were identified. A comparative analysis of the market solutions conducted with a multi-criteria weighted selection method. The results are decision to select amoCRM and developing a project of system implementations. The implementation process includes creating a project team, developing implementation plan, quality check criteria, risk analysis, and estimation of expected implementation efficiency. Recommendations for the CRM system implementation could be used during planning and project developing at the company. CRM system will increase transparency of the employees' actions, speed of operations, simplify customer attraction marketing events, and increase customer satisfaction through the creating a more valuable offer.