title: Ð¡Ð¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ðµ ÑÐ¸ÑÑÐµÐ¼Ñ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸ÑÐ¼Ð¸ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸ Ð´Ð»Ñ Ð´Ð¸ÑÑÑÐ¸Ð±ÑÑÑÐµÑÐ° Ð°Ð²ÑÐ¾Ð·Ð°Ð¿ÑÐ°ÑÑÐµÐ¹ ÐÐÐ Â«ÐÐ¸ÐºÐ°Ð´Ð¾Â»
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¼Ð°Ð³Ð¸ÑÑÑÐ°
titleType: Subtitle
title: Improving the customer relationship management system for the auto parts distributor Mikado LLC
Creators: name: Ð¨Ð°Ð±Ð°Ð»Ð¸Ð½, ÐÑÑÑÐ¼
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: ÑÑÐ½Ð¾Ðº Ð°Ð²ÑÐ¾Ð·Ð°Ð¿ÑÐ°ÑÑÐµÐ¹
Ð¸Ð½ÑÐµÐ³ÑÐ°ÑÐ¸Ñ
auto parts market
integration

description: Ð¦ÐµÐ»ÑÑ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ ÑÐ²Ð»ÑÐµÑÑÑ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° ÑÐµÐºÐ¾Ð¼ÐµÐ½Ð´Ð°ÑÐ¸Ð¹, Ð½Ð°Ð¿ÑÐ°Ð²Ð»ÐµÐ½Ð½ÑÑ Ð½Ð° ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ðµ ÑÐ¸ÑÑÐµÐ¼Ñ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸ÑÐ¼Ð¸ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸, Ð° ÑÐ°ÐºÐ¶Ðµ ÑÐ»ÑÑÑÐµÐ½Ð¸Ðµ ÐºÐ¾Ð¼Ð¼ÑÐ½Ð¸ÐºÐ°ÑÐ¸Ð¹ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸, ÐºÐ¾ÑÐ¾ÑÑÐµ Ð¿ÑÐµÐ´Ð»Ð°Ð³Ð°ÐµÐ¼Ð°Ñ ÐÐÐ¡ ÑÐ¿Ð¾ÑÐ¾Ð±Ð½Ð° Ð¿ÑÐµÐ´Ð»Ð¾Ð¶Ð¸ÑÑ Ð¿ÑÐ¸ ÑÐ°ÑÐ¸Ð¾Ð½Ð°Ð»ÑÐ½Ð¾Ð¼ Ð¿ÑÐ¸Ð¼ÐµÐ½ÐµÐ½Ð¸Ð¸. ÐÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð²ÑÐ¿Ð¾Ð»Ð½ÑÐ»Ð¾ÑÑ Ð½Ð° Ð±Ð°Ð·Ðµ Ð´Ð¸ÑÑÑÐ¸Ð±ÑÑÑÐ¾ÑÐ° ÐÐÐ Â«ÐÐ¸ÐºÐ°Ð´Ð¾Â». ÐÑÐµÐ´Ð¼ÐµÑ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ: ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½ÑÐµÑÐºÐ¸Ðµ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸Ñ, Ð²Ð¾Ð·Ð½Ð¸ÐºÐ°ÑÑÐ¸Ðµ Ð² Ð¿ÑÐ¾ÑÐµÑÑÐµ Ð¿Ð¾ÑÑÑÐ¾ÐµÐ½Ð¸Ñ ÐºÐ¾Ð¼Ð¼ÑÐ½Ð¸ÐºÐ°ÑÐ¸Ð¹ Ñ ÐºÐ¾ÑÐ¿Ð¾ÑÐ°ÑÐ¸Ð²Ð½ÑÐ¼Ð¸ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸. ÐÐµÑÐ¾Ð´Ñ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ: Ð°Ð½Ð°Ð»Ð¸Ð· ÑÐ¸Ð½Ð°Ð½ÑÐ¾Ð²Ð¾-ÑÐ¾Ð·ÑÐ¹ÑÑÐ²ÐµÐ½Ð½Ð¾Ð¹ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸, Ð¿ÑÐ¾Ð³Ð½Ð¾Ð·Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð´ÐµÐ½ÐµÐ¶Ð½ÑÑ Ð¿Ð¾ÑÐ¾ÐºÐ¾Ð², Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð² Ð½Ð¾ÑÐ°ÑÐ¸ÑÑ BPMN Ð¸ IDEF0. ÐÑÐ½Ð¾Ð²Ð½ÑÐµ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÑ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ: ï­ Ð¾Ð±Ð¾Ð·Ð½Ð°ÑÐµÐ½Ð° Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ÑÑÑ Ð¾Ð±ÑÐµÐ´Ð¸Ð½ÐµÐ½Ð¸Ñ CRM Ð¸ CDP Ð² ÑÐ°Ð¼ÐºÐ°Ñ Ð´Ð¾ÑÑÐ¸Ð¶ÐµÐ½Ð¸Ñ Ð¿ÐµÑÑÐ¾Ð½Ð¸ÑÐ¸ÑÐ¸ÑÐ¾Ð²Ð°Ð½Ð½Ð¾Ð³Ð¾ Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸Ñ Ðº ÐºÐ¾Ð¼Ð¼ÑÐ½Ð¸ÐºÐ°ÑÐ¸ÑÐ¼; ï­ Ð²ÑÑÐ²Ð»ÐµÐ½Ñ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼Ñ Ð¸ ÑÐ»Ð°Ð±Ð¾ÑÑÐ¸ Ð² Ð¼Ð°ÑÐºÐµÑÐ¸Ð½Ð³Ð¾Ð²Ð¾Ð¹ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¸ ÑÑÐµÑÐµ Ð¿ÑÐ¾Ð´Ð°Ð¶ Ð¾Ð¿ÑÐ¾Ð²Ð¾Ð³Ð¾ Ð¿Ð¾ÑÑÐ°Ð²ÑÐ¸ÐºÐ° ÐÐÐ Â«ÐÐ¸ÐºÐ°Ð´Ð¾Â»; ï­ ÑÐ¾ÑÑÐ°Ð²Ð»ÐµÐ½ Ð°Ð»Ð³Ð¾ÑÐ¸ÑÐ¼ Ð¸Ð½ÑÐµÐ³ÑÐ°ÑÐ¸Ð¸ Ð¼Ð¾Ð´Ð¸ÑÐ¸ÑÐ¸ÑÐ¾Ð²Ð°Ð½Ð½Ð¾Ð³Ð¾ CRM-ÑÐµÑÐµÐ½Ð¸Ñ Ñ ÑÑÐ½ÐºÑÐ¸Ð¾Ð½Ð°Ð»Ð¾Ð¼ ÐºÐ¾Ð½ÑÐ¾Ð»Ð¸Ð´Ð°ÑÐ¸Ð¸ Ð¸ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¸Ð¼Ð¸ Ð´Ð°Ð½Ð½ÑÐ¼Ð¸. ÐÐ±Ð»Ð°ÑÑÑ Ð¿ÑÐ¸Ð¼ÐµÐ½ÐµÐ½Ð¸Ñ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð² ÐÐÐ  Ð² Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸-Ð¾Ð±ÑÐµÐºÑÐ° Ð¸ Ð²Ð¾Ð·Ð¼Ð¾Ð¶Ð½Ð¾ÑÑÑ Ð¼Ð°ÑÑÑÐ°Ð±Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ñ ÑÐµÑÐµÐ½Ð¸Ñ Ð´Ð»Ñ Ð´ÑÑÐ³Ð¸Ñ ÑÑÐ°ÑÑÐ½Ð¸ÐºÐ¾Ð² Ð¾Ð¿ÑÐ¾Ð²Ð¾Ð³Ð¾ ÑÐµÐ³Ð¼ÐµÐ½ÑÐ° ÑÑÐ½ÐºÐ° Ð°Ð²ÑÐ¾Ð·Ð°Ð¿ÑÐ°ÑÑÐµÐ¹. ÐÐ°ÑÑÐ½Ð¾Ð¹ Ð½Ð¾Ð²Ð¸Ð·Ð½Ð¾Ð¹ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ ÑÐ²Ð»ÑÐµÑÑÑ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð½Ð¾Ð²Ð¾Ð³Ð¾ Ð°Ð»Ð³Ð¾ÑÐ¸ÑÐ¼Ð° Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð¸Ñ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð½Ð¾Ð³Ð¾ Ð¼Ð°ÑÐºÐµÑÐ¸Ð½Ð³Ð¾Ð²Ð¾Ð³Ð¾ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ° Ð¸ Ð¾Ð±ÑÐµÐ´Ð¸Ð½ÐµÐ½Ð¸Ðµ ÑÑÐ½ÐºÑÐ¸Ð¾Ð½Ð°Ð»Ð¾Ð² Ð´Ð²ÑÑ ÐÐÐ¡ Ð² Ð¾Ð´Ð½Ð¾ ÑÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð½Ð¾Ðµ ÑÐµÑÐµÐ½Ð¸Ðµ. ÐÑÐ¸ ÑÐ°Ð±Ð¾ÑÐµ Ð½Ð°Ð´ ÐÐÐ  Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ñ ÑÐ¸ÑÑÐ¾Ð²ÑÐµ ÑÐµÑÐ½Ð¾Ð»Ð¾Ð³Ð¸Ð¸ Â«MiroÂ», Â«BPMN STORMÂ», Â«VenngageÂ», Â«MS ExcelÂ». 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. ÐÐ¾Ð»ÑÑÐµÐ½Ð½ÑÐµ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÑ Ð¾Ð±Ð»Ð°Ð´Ð°ÑÑ Ð¿ÑÐ¸Ð·Ð½Ð°ÐºÐ°Ð¼Ð¸ Ð½Ð°ÑÑÐ½Ð¾Ð¹ Ð½Ð¾Ð²Ð¸Ð·Ð½Ñ.
description: The aim of the study is to develop recommendations aimed at improving the CRM system, as well as improving customer communications, which the proposed CIS is able to offer with rational application. The study was carried out on the basis of distributor Mikado LLC. Research subject: managerial relationships that arise in the process of building communications with corporate clients. Research methods: analysis of financial and economic activities, forecasting of cash flows, modeling in BPMN and IDEF0 notations. The main results of the study: ï­ the necessity of combining CRM and CDP in the framework of achieving a personalized attitude to communications is indicated; ï­ problems and weaknesses in marketing and sales of wholesale supplier Mikado LLC have been identified; ï­ an algorithm has been developed for integrating a modified CRM solution with the functionality of consolidating and managing client data. Application field: in the activity of the object company and the possibility of scaling solutions for other participants in the wholesale segment of the auto parts market. The scientific novelty of the study is development of a new algorithm for the implementation of the studied marketing business process and combining the functionality of two CIS into one improved solution. Information technologies Â«MiroÂ», Â«BPMN STORMÂ», Â«VenngageÂ», Â«MS ExcelÂ» were used while working on the graduate qualification work. Conclusions. The tasks of the thesis are solved, the goal is achieved, and the scope of application of the results is determined. The results obtained show signs of scientific novelty. The directions of further research are defined.