title: ÐÐ½ÐµÐ´ÑÐµÐ½Ð¸Ðµ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÑÐ¾ÑÐ³Ð¾Ð²Ð¾Ð¹ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸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 a CRM system in a trading company
Creators: name: Ð¡ÑÐ½Ñ Ð¨Ð¾ÑÐ¾
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: ÑÐ¾ÑÐ³Ð¾Ð²Ð°Ñ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ñ
ÑÐ»ÐµÐºÑÑÐ¾Ð½Ð½ÑÐ¹ Ð±Ð¸Ð·Ð½ÐµÑ
crm ÑÐ¸ÑÑÐµÐ¼Ð°
ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¸Ð¹ Ð¾Ð¿ÑÑ
trading company
e-business
crm system
customer experience

description: Ð¦ÐµÐ»Ñ ÑÐ°Ð±Ð¾ÑÑ â Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð¸Ðµ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÑÐ¾ÑÐ³Ð¾Ð²Ð¾Ð¹ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸. ÐÐ°Ð´Ð°ÑÐ¸ ÑÐ°Ð±Ð¾ÑÑ: - Ð°Ð½Ð°Ð»Ð¸Ð· Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸, Ð·Ð°Ð½Ð¸Ð¼Ð°ÑÑÐµÐ¹ÑÑ Ð¸Ð½ÑÐµÑÐ½ÐµÑ-ÑÐ¾ÑÐ³Ð¾Ð²Ð»ÐµÐ¹; - Ð¿Ð¾ÑÑÑÐ¾ÐµÐ½Ð¸Ðµ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ° Ð¸ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¸Ñ Ð·Ð°ÑÐ²Ð¾Ðº; - Ð¸Ð·ÑÑÐµÐ½Ð¸Ðµ ÑÐ°ÑÐ°ÐºÑÐµÑÐ¸ÑÑÐ¸ÐºÐ¸ ÑÐ»ÐµÐºÑÑÐ¾Ð½Ð½Ð¾Ð³Ð¾ Ð±Ð¸Ð·Ð½ÐµÑÐ°, ÑÐ¾Ð»Ð¸ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸Ð¹ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸ Ð¸ Ð²ÑÐ±Ð¾Ñ ÑÐ¸ÑÑÐµÐ¼Ñ Ð´Ð»Ñ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ; - ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¸ ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ñ Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð¸Ñ Ð¿Ð¾ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ Ð´Ð»Ñ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÑÐ°Ð±Ð¾ÑÑ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸. Ð Ð°Ð±Ð¾ÑÐ° Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð° Ð½Ð° Ð¼Ð°ÑÐµÑÐ¸Ð°Ð»Ð°Ñ Ð¾ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ ÐºÐ¸ÑÐ°Ð¹ÑÐºÐ¾Ð¹ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸, Ð·Ð°Ð½Ð¸Ð¼Ð°ÑÑÐ°ÑÑÑ Ð¸Ð½ÑÐµÑÐ½ÐµÑ-ÑÐ¾ÑÐ³Ð¾Ð²Ð»ÐµÐ¹ JD. ÐÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ð½ÑÐµ Ð¼ÐµÑÐ¾Ð´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, Ð°Ð½Ð°Ð»Ð¸Ð· Ð´Ð°Ð½Ð½ÑÑ, Ð¸Ð½ÑÑÑÑÐ¼ÐµÐ½ÑÑ Ð¸Ð½ÑÐ¾Ð³ÑÐ°ÑÐ¸ÐºÐ¸. Ð ÐµÐ·ÑÐ»ÑÑÐ°ÑÑ ÑÐ°Ð±Ð¾ÑÑ: - Ð¿Ð¾ÑÑÑÐ¾ÐµÐ½Ð° Ð¼Ð¾Ð´ÐµÐ»Ñ AS-IS, Ð½Ð°Ð¹Ð´ÐµÐ½Ð¾ ÑÐ»Ð°Ð±Ð¾Ðµ Ð¼ÐµÑÑÐ¾ Ð² Ð¿ÑÐ¾ÑÐµÑÑÐµ Ð¸ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¸Ñ Ð·Ð°ÑÐ²Ð¾Ðº, Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð¾ ÑÐµÑÐµÐ½Ð¸Ðµ Ð¿Ð¾ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ- CRM ÑÐ¸ÑÑÐµÐ¼Ñ; - ÑÐ°ÑÑÐ¼Ð¾ÑÑÐµÐ½Ð° ÑÐ°ÑÐ°ÐºÑÐµÑÐ¸ÑÑÐ¸ÐºÐ° ÑÐ»ÐµÐºÑÑÐ¾Ð½Ð½Ð¾Ð³Ð¾ Ð±Ð¸Ð·Ð½ÐµÑÐ°, Ð²ÑÑÐ²Ð»ÐµÐ½Ð° ÑÐ¾Ð»Ñ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸Ð¹ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸ Ð¸ Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ÑÑÑ Ð¸Ñ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ; - Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½ ÑÑÐ½Ð¾Ðº CRM-ÑÐ¸ÑÑÐµÐ¼, Ð¸Ñ Ð¿ÑÐµÐ¸Ð¼ÑÑÐµÑÑÐ²Ð° Ð¸ Ð½ÐµÐ´Ð¾ÑÑÐ°ÑÐºÐ¸ Ð¸ Ð±ÑÐ»Ð° Ð²ÑÐ±ÑÐ°Ð½Ð° ÑÐ¸ÑÑÐµÐ¼Ð° Ð´Ð»Ñ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ; - Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð° ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ, ÑÐ°ÑÑÐ¼Ð¾ÑÑÐµÐ½ Ð¿ÑÐ¾ÐµÐºÑ Ð¿Ð¾ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ, ÐºÐ¾Ð¼Ð°Ð½Ð´Ð° Ð¿ÑÐ¾ÐµÐºÑÐ°, ÑÑÐ¾ÐºÐ¸, ÑÐ¸ÑÐºÐ¸. ÐÑÐ°ÐºÑÐ¸ÑÐµÑÐºÐ°Ñ Ð·Ð½Ð°ÑÐ¸Ð¼Ð¾ÑÑÑ ÑÐ°Ð±Ð¾ÑÑ Ð¾Ð±ÑÑÐ»Ð¾Ð²Ð»ÐµÐ½Ð° ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ°Ð¼Ð¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM ÑÐ¸ÑÑÐµÐ¼Ñ Ð¾Ð½Ð° Ð¿Ð¾Ð·Ð²Ð¾Ð»Ð¸Ñ ÑÐ»ÑÑÑÐ¸ÑÑ ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¸Ð¹ Ð¾Ð¿ÑÑ, ÑÑÐ¾ Ð¿Ð¾Ð´Ð½Ð¸Ð¼ÐµÑ Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»Ð¸ Ð¿ÑÐ¾ÐµÐºÑÐ½Ð¾Ð³Ð¾ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ, ÑÑÐµÐ´Ð½ÐµÐ²Ð·Ð²ÐµÑÐµÐ½Ð½ÑÑ ÑÑÐ¾Ð¸Ð¼Ð¾ÑÑÑ Ð·Ð°ÐºÐ°Ð·Ð° ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð² Ð¸ ÐºÐ¾Ð»Ð¸ÑÐµÑÑÐ²Ð¾ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð², Ð° Ð·Ð½Ð°ÑÐ¸Ñ Ð¿Ð¾Ð²ÑÑÐ¸Ñ Ð²ÑÑÑÑÐºÑ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸. 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 â substantiation of the effectiveness of the implementation of a CRM system in a trading company. Tasks of work: - analysis of the activities of a company engaged in e-business; - building a business process for executing client orders; - studying the characteristics of e-business, the role of customer relationships and choosing a system for implementation; - development and implementation of proposals for the implementation of a CRM system. Work is performed on the basis of the activities of the Chinese company engaged in e-business JD. Methods used: comparative analysis, business process modeling, data analysis, infographic tools. Work results: - the AS-IS model was built, a weak spot in the process of executing client orders was found, a solution was proposed for the implementation of a CRM; - considered the characteristics of e-business, revealed the role of relationships with customers and the need for their improvement; - researched the market of CRM-systems, their advantages and disadvantages, and the system for implementation was chosen; - the efficiency of implementation was substantiated, the implementation project was considered, project team, timing, risks. The practical significance of the work is due to the results of the implementation of a CRM system which will improve the customer experience and will raise the indicators of project implementation, the weighted average cost of customer orders and the number of customers, therefore will increase the company's revenue. Conclusions. The tasks of the thesis have been solved, the goal has been achieved, the scope of the results has been determined.