title: ÐÐ½ÐµÐ´ÑÐµÐ½Ð¸Ðµ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ ÐÐÐ Â«ÐÑÐºÐ¾Ð¹Ð»Â»
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 an information CRM system at the enterprise of PJSC "Lukoil"
Creators: name: ÐÑÐ¼Ð°Ð½Ð¾Ð², Ð®Ñ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: 2023
Subjects: Ð°ÑÑ Ð¸ÑÐµÐºÑÑÑÐ° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ
CRM-ÑÐ¸ÑÑÐµÐ¼Ð°
ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ°Ñ Ð±Ð°Ð·Ð°
Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ñ
ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ðµ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸ÑÐ¼Ð¸ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸
Ð¼Ð°ÑÐºÐµÑÐ¸Ð½Ð³Ð¾Ð²ÑÐµ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ
Ð¿ÑÐ¾Ð´Ð°Ð¶Ð¸
Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ðµ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð²
Ð°Ð½Ð°Ð»Ð¸ÑÐ¸ÐºÐ°
Ð·Ð°ÑÑÐ°ÑÑ
Ð¿ÑÐ¸Ð±ÑÐ»ÑÐ½Ð¾ÑÑÑ
ROI
Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ
ÐºÐ¾Ð½ÑÐ¸Ð³ÑÑÐ°ÑÐ¸Ñ
Ð½Ð°ÑÑÑÐ¾Ð¹ÐºÐ°
Ð¿ÐµÑÑÐ¾Ð½Ð°Ð»Ð¸Ð·Ð°ÑÐ¸Ñ
Ð¾Ð±ÑÑÐµÐ½Ð¸Ðµ Ð¿ÐµÑÑÐ¾Ð½Ð°Ð»Ð°
ÑÐµÑ Ð½Ð¸ÑÐµÑÐºÐ°Ñ Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ°
Ð±ÐµÐ·Ð¾Ð¿Ð°ÑÐ½Ð¾ÑÑÑ Ð´Ð°Ð½Ð½ÑÑ
ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° ÑÑÑÐ°ÑÐµÐ³Ð¸Ð¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ
Ð¼Ð¾Ð½Ð¸ÑÐ¾ÑÐ¸Ð½Ð³ Ð¸ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ðµ
Ð¿ÑÐ¾ÐµÐºÑÐ¾Ð¼
Ð±Ð¸Ð·Ð½ÐµÑ-Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸ÐºÐ°
architecture
CRM system
customer base
automation
customer relationship management
marketing research
sales
customer service
analytics
costs
profitability
implementation
configuration
customization
personalization
staff training
technical support
data security
strategy development
monitoring
and project management
business informatics

description: ÐÐ°Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¿Ð¾ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ñ Ð¼Ð¾Ð¶ÐµÑ Ð±ÑÑÑ Ð½Ð°Ð¿ÑÐ°Ð²Ð»ÐµÐ½Ð° Ð½Ð° ÑÐµÑÐµÐ½Ð¸Ðµ ÑÐ»ÐµÐ´ÑÑÑÐ¸Ñ Ð·Ð°Ð´Ð°Ñ:1. ÐÐ½Ð°Ð»Ð¸Ð· ÑÐµÐºÑÑÐµÐ¹ ÑÐ¸ÑÑÐ°ÑÐ¸Ð¸ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð² Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸Ð¸ ÑÑÐµÑÐ° Ð¸ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¾Ð¹ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸ÐµÐ¹.2. ÐÐ¿ÑÐµÐ´ÐµÐ»ÐµÐ½Ð¸Ðµ ÐºÐ»ÑÑÐµÐ²ÑÑ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ð¹ Ð¸ Ð¾Ð¶Ð¸Ð´Ð°Ð½Ð¸Ð¹ Ð¾Ñ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ ÑÐ¾ ÑÑÐ¾ÑÐ¾Ð½Ñ ÑÑÐºÐ¾Ð²Ð¾Ð´ÑÑÐ²Ð° ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð¸ Ð¿ÐµÑÑÐ¾Ð½Ð°Ð»Ð°.3. ÐÐ±Ð·Ð¾Ñ Ð¸ Ð¾ÑÐµÐ½ÐºÐ° ÑÐ°Ð·Ð»Ð¸ÑÐ½ÑÑ CRM-ÑÐ¸ÑÑÐµÐ¼, Ð´Ð¾ÑÑÑÐ¿Ð½ÑÑ Ð½Ð° ÑÑÐ½ÐºÐµ, Ñ ÑÑÐµÑÐ¾Ð¼ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ð¹ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸.4. ÐÑÐ±Ð¾Ñ Ð¸ Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð²ÑÐ±Ð¾ÑÐ° Ð½Ð°Ð¸Ð±Ð¾Ð»ÐµÐµ Ð¿Ð¾Ð´ÑÐ¾Ð´ÑÑÐµÐ¹ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ, ÑÑÐ¸ÑÑÐ²Ð°Ñ ÑÑÐ½ÐºÑÐ¸Ð¾Ð½Ð°Ð»ÑÐ½Ð¾ÑÑÑ, ÑÑÐ¾Ð¸Ð¼Ð¾ÑÑÑ, Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ Ð¸ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ðµ.5. Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ ÑÑÑÐ°ÑÐµÐ³Ð¸Ð¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ñ.6. ÐÐ±ÑÑÐµÐ½Ð¸Ðµ Ð¿ÐµÑÑÐ¾Ð½Ð°Ð»Ð° ÑÐ°Ð±Ð¾ÑÐµ Ñ Ð½Ð¾Ð²Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ð¾Ð¹ Ð¸ ÑÐ¾Ð·Ð´Ð°Ð½Ð¸Ðµ Ð¿ÑÐ¾ÑÐµÐ´ÑÑ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð².7. ÐÑÐµÐ½ÐºÐ° ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð½Ð¾Ð¹ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸.8. Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° ÑÐµÐºÐ¾Ð¼ÐµÐ½Ð´Ð°ÑÐ¸Ð¹ Ð¿Ð¾ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ ÑÑÐ½ÐºÑÐ¸Ð¾Ð½Ð°Ð»ÑÐ½Ð¾ÑÑÐ¸ Ð¸ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ñ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ ÑÐ°Ð±Ð¾ÑÑ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸. ÐÑÑÐ³Ð¸Ðµ Ð·Ð°Ð´Ð°ÑÐ¸ Ð¼Ð¾Ð³ÑÑ Ð²ÐºÐ»ÑÑÐ°ÑÑ Ð² ÑÐµÐ±Ñ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ðµ Ð´Ð°Ð½Ð½ÑÐ¼Ð¸ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð², Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ðµ Ð»Ð¾ÑÐ»ÑÐ½Ð¾ÑÑÐ¸ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð², ÑÐ¾Ð·Ð´Ð°Ð½Ð¸Ðµ Ð¸ ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ñ Ð¼Ð°ÑÐºÐµÑÐ¸Ð½Ð³Ð¾Ð²ÑÑ ÐºÐ°Ð¼Ð¿Ð°Ð½Ð¸Ð¹, Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ðµ Ð¿ÑÐ¾Ð´Ð°Ð¶ Ð¸ Ð¾Ð±ÑÐµÐµ ÑÐ»ÑÑÑÐµÐ½Ð¸Ðµ ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¾Ð³Ð¾ Ð¾Ð¿ÑÑÐ° Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸.
description: This work on the implementation of the CRM system in the company can be aimed at solving the following tasks:1. Analysis of the current situation in the company regarding accounting and management of client information.2. Identification of key requirements and expectations from the implementation of the CRM system by the companys management and staff.3. Review and evaluation of various CRM systems available on the market, considering the requirements of the company.4. Selection and justification of choosing the most suitable CRM system, considering functionality, cost, implementation, and maintenance.5. Development and implementation of the CRM system implementation strategy in the company.6. Staff training to work with the new system and the creation of customer service procedures.7. Evaluation of the effectiveness of the implemented CRM system in the company.8. Development of recommendations for improving the functionality and efficiency of the CRM system in the company. Other tasks may include managing customer data, increasing customer loyalty, creating, and implementing marketing campaigns, increasing sales, and generally improving the customer experience in the company.