title: Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÑÐ°ÑÑÐ½Ð¾Ð¹ ÑÑÐ¾Ð¼Ð°ÑÐ¾Ð»Ð¾Ð³Ð¸ÑÐµÑÐºÐ¾Ð¹ ÐºÐ»Ð¸Ð½Ð¸ÐºÐµ
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 and implementation of a CRM system in a private dental clinic
Creators: name: Ð¤ÑÐ¾Ð»Ð¾Ð², ÐÐ»Ñ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: 2024
Subjects: Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ ÑÐ¸ÑÑÐµÐ¼Ñ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸Ð¹ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸
CRM
ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° ÑÐ¸ÑÑÐµÐ¼Ñ
Ð¼Ð°ÐºÐµÑ ÑÐ¸ÑÑÐµÐ¼Ñ
implementation of a customer relationship management system
system development
system layout

description: Ð¦ÐµÐ»ÑÑ ÑÐ°Ð±Ð¾ÑÑ ÑÐ²Ð»ÑÐµÑÑÑ Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð´Ð»Ñ ÑÐ°ÑÑÐ½Ð¾Ð¹ ÑÑÐ¾Ð¼Ð°ÑÐ¾Ð»Ð¾Ð³Ð¸ÑÐµÑÐºÐ¾Ð¹ ÐºÐ»Ð¸Ð½Ð¸ÐºÐ¸ Ð¸ Ð¾ÑÐµÐ½ÐºÐ° ÐµÑ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸. ÐÐ°Ð´Ð°ÑÐ¸ ÑÐ°Ð±Ð¾ÑÑ: - Ð¸Ð·ÑÑÐ¸ÑÑ Ð½Ð¾ÑÐ¼Ð°ÑÐ¸Ð²Ð½Ð¾-Ð¿ÑÐ°Ð²Ð¾Ð²ÑÐµ Ð¸ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¾Ð½Ð½ÑÐµ Ð°ÑÐ¿ÐµÐºÑÑ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ¸ Ð¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÑÑÐ¾Ð¼Ð°ÑÐ¾Ð»Ð¾Ð³Ð¸ÑÐµÑÐºÐ¾Ð¹ ÐºÐ»Ð¸Ð½Ð¸ÐºÐµ; - ÑÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°ÑÑ Ð´ÐµÑÐ°Ð»Ð¸Ð·Ð¸ÑÐ¾Ð²Ð°Ð½Ð½ÑÐµ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ñ Ðº Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ðµ; - ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°ÑÑ ÑÐµÐ¾ÑÐµÑÐ¸ÑÐµÑÐºÑÑ Ð¼Ð¾Ð´ÐµÐ»Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ, ÑÑÐ¸ÑÑÐ²Ð°ÑÑÑÑ ÑÐ¿ÐµÑÐ¸ÑÐ¸ÐºÑ ÑÐ°Ð±Ð¾ÑÑ ÑÐ°ÑÑÐ½Ð¾Ð¹ ÑÑÐ¾Ð¼Ð°ÑÐ¾Ð»Ð¾Ð³Ð¸ÑÐµÑÐºÐ¾Ð¹ ÐºÐ»Ð¸Ð½Ð¸ÐºÐ¸; - Ð¾ÑÐµÐ½Ð¸ÑÑ Ð¿Ð¾ÑÐµÐ½ÑÐ¸Ð°Ð»ÑÐ½ÑÑ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÑ ÑÑÐ½ÐºÑÐ¸Ð¾Ð½Ð°Ð»Ð° ÑÐ¸ÑÑÐµÐ¼Ñ Ð´Ð»Ñ ÐºÐ»Ð¸Ð½Ð¸ÐºÐ¸. Ð Ð°Ð±Ð¾ÑÐ° Ð²ÑÐ¿Ð¾Ð»Ð½ÑÐ»Ð¾ÑÑ Ð½Ð° Ð±Ð°Ð·Ðµ Ð¼Ð°ÑÐµÑÐ¸Ð°Ð»Ð¾Ð² ÑÐ°ÑÑÐ½Ð¾Ð¹ ÑÑÐ¾Ð¼Ð°ÑÐ¾Ð»Ð¾Ð³Ð¸ÑÐµÑÐºÐ¾Ð¹ ÐºÐ»Ð¸Ð½Ð¸ÐºÐ¸ ÐÐÐ Â«ÐÐ¶Ð¸ÐÐ»Ð¸Ð½Ð¸ÐºÂ». ÐÐµÑÐ¾Ð´Ñ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ: Ð°Ð½Ð°Ð»Ð¸Ð·, Ð¾Ð¿Ð¸ÑÐ°Ð½Ð¸Ðµ, Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ ÑÐ°Ð±Ð¾ÑÑ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ, Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ, ÑÑÐ°Ð²Ð½Ð¸ÑÐµÐ»ÑÐ½ÑÐ¹ Ð°Ð½Ð°Ð»Ð¸Ð· Ð¸Ð¼ÐµÑÑÐ¸ÑÑÑ Ð½Ð° ÑÑÐ½ÐºÐµ CRM-ÑÐ¸ÑÑÐµÐ¼. ÐÑÐ½Ð¾Ð²Ð½ÑÐµ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÑ ÑÐ°Ð±Ð¾ÑÑ: - Ð¿ÑÐ¾Ð²ÐµÐ´ÑÐ½ Ð¾Ð±Ð·Ð¾Ñ ÑÑÑÐµÑÑÐ²ÑÑÑÐ¸Ñ Ð½Ð° ÑÑÐ½ÐºÐµ CRM-ÑÐ¸ÑÑÐµÐ¼ Ð´Ð»Ñ ÑÑÐ¾Ð¼Ð°ÑÐ¾Ð»Ð¾Ð³Ð¸ÑÐµÑÐºÐ¸Ñ ÐºÐ»Ð¸Ð½Ð¸Ðº; - Ð¿Ð¾ÑÑÑÐ¾ÐµÐ½Ñ ÑÑÐµÐ¼Ñ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð´ÐµÐ¹ÑÑÐ²Ð¸Ñ ÑÐ°Ð·Ð»Ð¸ÑÐ½ÑÑ ÐºÐ¾Ð¼Ð¿Ð¾Ð½ÐµÐ½ÑÐ¾Ð² ÑÐ¸ÑÑÐµÐ¼Ñ Ñ ÑÑÑÑÐ¾Ð¼ ÑÐ¿ÐµÑÐ¸ÑÐ¸ÐºÐ¸ ÑÐ°Ð±Ð¾ÑÑ ÑÑÐ¾Ð¼Ð°ÑÐ¾Ð»Ð¾Ð³Ð¸ÑÐµÑÐºÐ¾Ð¹ ÐºÐ»Ð¸Ð½Ð¸ÐºÐ¸; - ÑÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ñ Ð¾ÑÐ½Ð¾Ð²Ð½ÑÐµ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ñ Ð´Ð»Ñ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ¸ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ; - Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð° ÑÐµÐ¾ÑÐµÑÐ¸ÑÐµÑÐºÐ°Ñ Ð¾ÑÐµÐ½ÐºÐ° ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ ÑÑÐ½ÐºÑÐ¸Ð¾Ð½Ð°Ð»Ð°; - ÑÐ°ÑÑÐ¼Ð¾ÑÑÐµÐ½Ð¾ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ Ð¸ ÑÐºÑÐ¿Ð»ÑÐ°ÑÐ°ÑÐ¸Ñ ÑÑÐ½ÐºÑÐ¸Ð¾Ð½Ð°Ð»Ð° CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÑÑÐ»Ð¾Ð²Ð¸ÑÑ ÑÐ°ÑÑÐ½Ð¾Ð¹ ÑÑÐ¾Ð¼Ð°ÑÐ¾Ð»Ð¾Ð³Ð¸ÑÐµÑÐºÐ¾Ð¹ ÐºÐ»Ð¸Ð½Ð¸ÐºÐ¸. ÐÑÐ°ÐºÑÐ¸ÑÐµÑÐºÐ°Ñ Ð·Ð½Ð°ÑÐ¸Ð¼Ð¾ÑÑÑ ÑÐ°Ð±Ð¾ÑÑ Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÑÐµÑÑÑ Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ÑÑÑÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð´Ð»Ñ ÑÐ»ÑÑÑÐµÐ½Ð¸Ñ ÐºÐ°ÑÐµÑÑÐ²Ð° Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð¿Ð°ÑÐ¸ÐµÐ½ÑÐ¾Ð² Ð¸ Ð¾Ð¿ÑÐ¸Ð¼Ð¸Ð·Ð°ÑÐ¸Ð¸ ÑÐ°Ð±Ð¾ÑÑ ÐºÐ»Ð¸Ð½Ð¸ÐºÐ¸. ÐÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð½Ð°Ñ ÑÐµÐ¾ÑÐµÑÐ¸ÑÐµÑÐºÐ°Ñ Ð¼Ð¾Ð´ÐµÐ»Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð¼Ð¾Ð¶ÐµÑ ÑÐ»ÑÐ¶Ð¸ÑÑ Ð¾ÑÐ½Ð¾Ð²Ð¾Ð¹ Ð´Ð»Ñ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ¸ Ð¿ÑÐ¾Ð³ÑÐ°Ð¼Ð¼Ð½Ð¾Ð³Ð¾ Ð¾Ð±ÐµÑÐ¿ÐµÑÐµÐ½Ð¸Ñ Ð¸ ÐµÐ³Ð¾ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ. 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°, Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÐµÐ½Ð° Ð¾Ð±Ð»Ð°ÑÑÑ Ð¿ÑÐ¸Ð¼ÐµÐ½ÐµÐ½Ð¸Ñ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð².
description: The purpose of the work is to model a CRM system for a private dental clinic and evaluate its effectiveness. Tasks of the work: - to study the regulatory and organizational aspects of the development and implementation of a CRM system in a dental clinic; - to form detailed requirements for the information system; - to develop a theoretical model of a CRM system that takes into account the specifics of the work of a private dental clinic; - to evaluate the potential effectiveness of the proposed system functionality for the clinic. The work was carried out on the basis of materials from the private dental clinic LLC "Dzhiklinik". Research methods: analysis, description, modeling of the enterprise, modeling of the CRM system, comparative analysis of CRM systems available on the market. The main results of the work: - a review of existing CRM systems for dental clinics on the market has been conducted; - schemes of interaction of various components of the system are constructed taking into account the specifics of the dental clinic; - the basic requirements for the development of a CRM system have been formed; - a theoretical assessment of the effectiveness of the proposed functionality has been carried out; - the implementation and operation of the CRM system functionality in a private dental clinic is considered. The practical significance of the work is determined by the need to implement a CRM system to improve the quality of patient care and optimize the work of the clinic. The proposed theoretical model of a CRM system can serve as a basis for software development and its subsequent implementation. Conclusions. The tasks of the WRC have been solved, the goal has been achieved, and the scope of application of the results has been determined.