title: ÐÐ½ÐµÐ´ÑÐµÐ½Ð¸Ðµ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð½Ð° Ð¿ÑÐ¾Ð¸Ð·Ð²Ð¾Ð´ÑÑÐ²ÐµÐ½Ð½Ð¾Ð¼ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸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: Implementation of CRM systems at a production enterprise
Creators: name: Ð¥Ð°Ð·ÐµÐµÐ², ÐÐ¹Ð´Ð°Ñ
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: CRM
CRM-ÑÐ¸ÑÑÐµÐ¼Ð°
Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ¸ÑÑÐµÐ¼Ð°
Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ
ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ°Ñ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ
CRM-system
information system
implementation of information system
economic efficiency of implementation

description: Ð¢ÐµÐ¼Ð° Ð²ÑÐ¿ÑÑÐºÐ½Ð¾Ð¹ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ: Â«ÐÐ½ÐµÐ´ÑÐµÐ½Ð¸Ðµ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð½Ð° Ð¿ÑÐ¾Ð¸Ð·Ð²Ð¾Ð´ÑÑÐ²ÐµÐ½Ð½Ð¾Ð¼ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸Â». Ð¦ÐµÐ»ÑÑ ÑÐ°Ð±Ð¾ÑÑ ÑÐ²Ð¸Ð»Ð¾ÑÑ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ðµ ÑÐµÐ¾ÑÐµÑÐ¸ÑÐµÑÐºÐ¸Ñ Ð°ÑÐ¿ÐµÐºÑÐ¾Ð² ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸Ñ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸ Ð¸ Ð¾ÑÐµÐ½ÐºÐ° ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ, ÑÐ¿Ð¾ÑÐ¾Ð±ÑÑÐ²ÑÑÑÐµÐ¹ ÑÐ»ÑÑÑÐµÐ½Ð¸Ñ ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¸Ñ Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»ÐµÐ¹ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ, Ð½Ð° Ð¿ÑÐ¸Ð¼ÐµÑÐµ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ ÐÐÐ Â«ÐÐ ÐÐ¾Ð»Ð³Ð° ÐÐ¾Ð»Ð¸Ð¼ÐµÑÂ». ÐÐ°Ð´Ð°ÑÐ¸ ÑÐ°Ð±Ð¾ÑÑ: â Ð¸Ð·ÑÑÐµÐ½Ð¸Ðµ Ð¿Ð¾Ð½ÑÑÐ¸Ð¹ CRM (Customer Relationship Management) Ð¸ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ; â Ð°Ð½Ð°Ð»Ð¸Ð· ÑÑÐ½ÐºÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² Ð Ð¾ÑÑÐ¸Ð¸; â Ð°Ð½Ð°Ð»Ð¸Ð· Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ; â Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ; â Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð¸ Ð²ÑÐ±Ð¾Ñ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ; â Ð¾Ð¿Ð¸ÑÐ°Ð½Ð¸Ðµ ÑÑÐ°Ð¿Ð¾Ð² Ð¸ Ð¾ÑÐ¾Ð±ÐµÐ½Ð½Ð¾ÑÑÐµÐ¹ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼; â ÑÐ°ÑÑÐµÑ ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¾Ð¹ ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð¿ÑÐ¾ÐµÐºÑÐ°. Ð Ð°Ð±Ð¾ÑÐ° Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð° Ð½Ð° Ð±Ð°Ð·Ðµ Ð¿ÑÐ¾Ð¸Ð·Ð²Ð¾Ð´ÑÑÐ²ÐµÐ½Ð½Ð¾Ð³Ð¾ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ ÐÐÐ Â«ÐÐ ÐÐ¾Ð»Ð³Ð° ÐÐ¾Ð»Ð¸Ð¼ÐµÑÂ». ÐÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ð½ÑÐµ Ð¼ÐµÑÐ¾Ð´Ñ: Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð², Ð¼ÐµÑÐ¾Ð´ Ð¸Ð½ÑÐµÐ³ÑÐ°Ð»ÑÐ½Ð¾Ð¹ Ð¾ÑÐµÐ½ÐºÐ¸, ÑÑÐ°Ð²Ð½Ð¸ÑÐµÐ»ÑÐ½ÑÐ¹ Ð°Ð½Ð°Ð»Ð¸Ð·, Ð¼ÐµÑÐ¾Ð´ Ð¿Ð»Ð°Ð½Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ñ Ð¿ÑÐ¾ÐµÐºÑÐ¾Ð² (Ð´Ð¸Ð°Ð³ÑÐ°Ð¼Ð¼Ð° ÐÐ°Ð½ÑÐ°). Ð ÐµÐ·ÑÐ»ÑÑÐ°ÑÑ ÑÐ°Ð±Ð¾ÑÑ: â Ð¿ÑÐ¾Ð°Ð½Ð°Ð»Ð¸Ð·Ð¸ÑÐ¾Ð²Ð°Ð½Ð¾ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ðµ ÐÐÐ Â«ÐÐ ÐÐ¾Ð»Ð³Ð° ÐÐ¾Ð»Ð¸Ð¼ÐµÑÂ»; â Ð¿Ð¾ÑÑÑÐ¾ÐµÐ½Ñ Ð¼Ð¾Ð´ÐµÐ»Ð¸ AS IS Ð¸ TO BE Ð´Ð»Ñ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ° Â«ÐÑÐ¾Ð´Ð°Ð¶Ð°Â»; â Ð´Ð¾ÐºÐ°Ð·Ð°Ð½Ð° Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ÑÑÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ; â Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½ Ð²ÑÐ±Ð¾Ñ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ; â ÑÐ°ÑÑÑÐ¸ÑÐ°Ð½Ð° ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ°Ñ ÑÐµÐ»ÐµÑÐ¾Ð¾Ð±ÑÐ°Ð·Ð½Ð¾ÑÑÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ; â Ð¿ÑÐ¾Ð´ÐµÐ¼Ð¾Ð½ÑÑÑÐ¸ÑÐ¾Ð²Ð°Ð½ Ð¸Ð½ÑÐµÑÑÐµÐ¹Ñ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð½Ð¾Ð¹ 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 Ð¾Ð±ÑÑÐ»Ð¾Ð²Ð»ÐµÐ½Ð° ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ°Ð¼Ð¸ Ð¿ÑÐ¾ÐµÐºÑÐ° Ð¿Ð¾ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ: ÑÐ²ÐµÐ»Ð¸ÑÐµÐ½Ð¸Ðµ Ð¾Ð±ÑÑÐ¼Ð° Ð¿ÑÐ¾Ð´Ð°Ð¶ Ð¸ ÑÐ»ÑÑÑÐµÐ½Ð¸Ðµ ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¸Ñ Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»ÐµÐ¹ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ Ð·Ð° ÑÑÐµÑ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ð¸ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² Ð¸ Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² ÐºÐ¾Ð¼Ð¼ÑÐ½Ð¸ÐºÐ°ÑÐ¸Ð¸ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸, Ð° ÑÐ°ÐºÐ¶Ðµ ÑÐ¸ÐºÑÐ°ÑÐ¸Ð¸ Ð²ÑÐµÑ Ð²ÑÐ¾Ð´ÑÑÐ¸Ñ Ð¾Ð±ÑÐ°ÑÐµÐ½Ð¸Ð¹ Ð¸ ÑÐ°ÑÑÐ¸ÑÐµÐ½Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¾Ð¹ Ð±Ð°Ð·Ñ.
description: Theme of the graduate qualification work of bachelor: Â«Implementation of a CRM-system at a manufacturing enterprise Â». The purpose of the work is research of theoretical aspects of customer relationship management and evaluation of the effectiveness of the implementation of an information system that contributes to improving the economic performance of the enterprise, on the example of the company "PC Volga Polymer". Tasks of work: â learning the concepts of CRM (Customer Relationship Management) and CRM systems; â market analysis of CRM system implementation in Russia; â analysis of the company's activities; â modeling of business processes of an enterprise; â justification of CRM system implementation and choice of information system; â description of stages and features of CRM systems implementation; â calculation of the economic implementation of the project. Work is performed on the basis of production company "PC Volga Polymer". Methods used: business process modeling, integrated assessment method, comparative analysis, project planning method (Gantt chart). Work results: â analyzed the company " PC Volga PolymerÂ»; â built as IS and TO BE models for the business process "SaleÂ»; â the necessity of implementing an information system has been proved; â the choice of information system is justified; â calculated the economic feasibility of implementing an information system; â demonstrated the interface of the implemented information system; The practical significance of the work is due to the results of the project to implement a CRM system: increasing sales and improving economic indicators of the enterprise by automating business processes and customer communication processes, as well as fixing all incoming calls and expanding the customer base.