title: ÐÑÐµÐ½ÐºÐ° ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ ÑÐ¾ÑÐ³Ð¾Ð²Ð»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: Evaluating the effectiveness of introducing a CRM-system in a trade enterprise
Creators: name: ÐÐ¼Ð¸ÑÑÐ¸ÐµÐ²Ð°, ÐÐ°ÑÐ¸Ð½Ð°
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: 2022
Subjects: Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ðµ ÑÐ¾ÑÐ³Ð¾Ð²Ð»Ð¸
CRM-ÑÐ¸ÑÑÐµÐ¼Ð°
Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ñ
Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ
Ñ Ð¾Ð·ÑÐ¹ÑÑÐ²ÐµÐ½Ð½Ð°Ñ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÑ
ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ°Ñ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÑ
trading enterprise
CRM-system
automation
implementation
economic activity
economic efficiency

description: Ð¢ÐµÐ¼Ð° Ð²ÑÐ¿ÑÑÐºÐ½Ð¾Ð¹ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ: Â«ÐÑÐµÐ½ÐºÐ° ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ ÑÐ¾ÑÐ³Ð¾Ð²Ð»Ð¸Â». ÐÐ°Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¿Ð¾ÑÐ²ÑÑÐµÐ½Ð° Ð²ÑÐ±Ð¾ÑÑ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð´Ð»Ñ ÑÐ¾ÑÐ³Ð¾Ð²Ð¾Ð³Ð¾ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ Ð¸ Ð¾ÑÐµÐ½ÐºÐµ ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¾Ð¹ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð½Ð¾Ð³Ð¾ ÑÐµÑÐµÐ½Ð¸Ñ. Ð ÑÐ¾Ð´Ðµ Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð¸Ñ ÑÐ°Ð±Ð¾ÑÑ ÑÐµÑÐ°Ð»Ð¸ÑÑ ÑÐ»ÐµÐ´ÑÑÑÐ¸Ðµ Ð·Ð°Ð´Ð°ÑÐ¸: ÐÐ·ÑÑÐµÐ½Ð¸Ðµ ÐºÐ¾Ð½ÑÐµÐ¿ÑÐ¸Ð¸ CRM-ÑÐ¸ÑÑÐµÐ¼, Ð¸Ñ ÐºÐ»Ð°ÑÑÐ¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¹, Ð²Ð¸Ð´Ð¾Ð², ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¸Ñ ÑÑÑÐµÐºÑÐ¾Ð² Ð¾Ñ Ð¸Ñ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ. ÐÐ½Ð°Ð»Ð¸Ð· Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¸ Ð²ÑÑÐ²Ð»ÐµÐ½Ð¸Ðµ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼ Ð² Ð¼ÐµÑÐ°Ð½Ð¸Ð·Ð¼Ðµ ÑÑÐ½ÐºÑÐ¸Ð¾Ð½Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ñ ÑÐ¾ÑÐ³Ð¾Ð²Ð¾Ð³Ð¾ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ. ÐÐ±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð²ÑÐ±Ð¾ÑÐ° CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÐºÐ°ÑÐµÑÑÐ²Ðµ ÑÐµÑÐµÐ½Ð¸Ñ Ð²ÑÑÐ²Ð»ÐµÐ½Ð½ÑÑ Ð½ÐµÐ´Ð¾ÑÑÐ°ÑÐºÐ¾Ð² Ð² Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ. ÐÑÐ±Ð¾Ñ Ð¿Ð¾Ð´ÑÐ¾Ð´ÑÑÐµÐ¹ Ð¿Ð¾ ÑÑÐ½ÐºÑÐ¸Ð¾Ð½Ð°Ð»ÑÐ½ÑÐ¼ Ð²Ð¾Ð·Ð¼Ð¾Ð¶Ð½Ð¾ÑÑÑÐ¼, ÑÑÐ¾Ð¸Ð¼Ð¾ÑÑÐ¸ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð¸ Ð¼ÐµÑÐ¾Ð´Ð¾Ð»Ð¾Ð³Ð¸Ð¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ. Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿Ð»Ð°Ð½Ð° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð¸ Ð¾ÑÐµÐ½ÐºÐ° ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¾Ð¹ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½Ð½Ð¾Ð³Ð¾ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ñ. Ð Ð°Ð±Ð¾ÑÐ° Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð° Ð½Ð° Ð±Ð°Ð·Ðµ ÐÐÐ Â«ÐÐµÑÐ¾ÐºÐ¾Ð¼Ð±Ð¸Ð½Ð°ÑÂ», Ð³Ð´Ðµ ÑÐ¾Ð±Ð¸ÑÐ°Ð»Ð°ÑÑ Ð¾ÑÐ½Ð¾Ð²Ð½Ð°Ñ ÑÐ°ÑÑÑ ÑÐ°ÐºÑÐ¸ÑÐµÑÐºÐ¾Ð³Ð¾ Ð¼Ð°ÑÐµÑÐ¸Ð°Ð»Ð°. Ð ÑÐ°Ð±Ð¾ÑÐµ Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ñ ÑÐ°ÐºÐ¸Ðµ Ð¼ÐµÑÐ¾Ð´Ñ, ÐºÐ°Ðº ÑÐ±Ð¾Ñ, Ð°Ð½Ð°Ð»Ð¸Ð· Ð¸ ÑÐ¸ÑÑÐµÐ¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ñ Ð´Ð°Ð½Ð½ÑÑ, 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, Ð¼ÐµÑÐ¾Ð´Ñ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ¸Ð½Ð°Ð½ÑÐ¾Ð²Ð¾-ÑÐ¾Ð·ÑÐ¹ÑÑÐ²ÐµÐ½Ð½Ð¾Ð¹ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¹ Ð¸ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð¿ÑÐ¾ÐµÐºÑÐ¾Ð². Ð ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐµ Ð±ÑÐ»Ð° Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð° Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ÑÑÑ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ð¸ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ, ÑÐ¿ÑÐ¾ÐµÐºÑÐ¸ÑÐ¾Ð²Ð°Ð½Ð° Ð¼Ð¾Ð´ÐµÐ»Ñ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½ÑÑ Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² Ñ Ð²ÐºÐ»ÑÑÐµÐ½Ð¸ÐµÐ¼ Ð¸Ð½ÑÑÑÑÐ¼ÐµÐ½ÑÐ°ÑÐ¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ, Ð¾ÑÑÑÐµÑÑÐ²Ð»ÐµÐ½ Ð²ÑÐ±Ð¾Ñ CRM-ÑÐµÑÐµÐ½Ð¸Ñ, ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½ Ð¿Ð»Ð°Ð½ ÐµÐ³Ð¾ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð½Ð° Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð¸Ð¸ Ð¾ÑÐ¾Ð±ÑÐ°Ð½Ð½Ð¾Ð¹ Ð¼ÐµÑÐ¾Ð´Ð¾Ð»Ð¾Ð³Ð¸Ð¸, Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð° ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ°Ñ Ð¾ÑÐµÐ½ÐºÐ° Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð½Ð¾Ð³Ð¾ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ñ.
description: The subject of the graduate qualification work: "Evaluating the effectiveness of the introduction of CRM-system in the enterprise trade. This work is devoted to the choice of CRM-system for trade enterprise and assess the cost effectiveness of the proposed solution. In the course of the work the following tasks were solved: The study of the concept of CRM-systems, their classifications, types, economic effects of their implementation. Analysis of activities and identifying problems in the mechanism of trade enterprise functioning.Justification for the choice of CRM-system as a solution to the identified shortcomings in the activities of the enterprise. Choosing the appropriate functionality, cost CRM-system and implementation methodology. Development of an implementation plan and evaluation of the economic efficiency of the developed measure. The work was fulfilled on the premises of LLC "Lesokombinat", where the main part of the factual material was collected. Such methods as collecting, analyzing and systematization of the data, the comparative analysis, modeling of business-processes, methods of an estimation of financially-economic activity of the enterprises and efficiency of projects have been used in work. As a result, the necessity of automating business processes of the enterprise was proved, the model of information processes with the inclusion of the CRM-system tools was designed, the choice of CRM-solution was made, the plan of its implementation based on the selected methodology was developed, the economic assessment of the proposed measure was done.