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: Evaluation of the efficiency of the implementation of the CRM-system at a trading enterprise
Creators: name: ÐÐ¸Ð»ÐµÑÑ, ÐÐ¸ÑÐ°Ð¸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: ÑÐµÑ Ð½Ð¾Ð»Ð¾Ð³Ð¸ÑÐµÑÐºÐ¸Ð¹ Ð¿ÑÐ¾ÑÐµÑÑ
ÑÐ¾ÑÐ³Ð¾Ð²ÑÐ¹ Ð¿ÑÐ¾ÑÐµÑÑ
Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑ
Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ñ ÑÐ°Ð±Ð¾ÑÑ
ÑÐ¸ÑÑÐ¾Ð²ÑÐµ ÑÐµÑ Ð½Ð¾Ð»Ð¾Ð³Ð¸Ð¸
ÑÐ¾ÑÐ³Ð¾Ð²Ð¾Ðµ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ðµ
CRM-ÑÐ¸ÑÑÐµÐ¼Ð°
technological process
trading process
business process
work automation
digital technologies
trading enterprise
CRM-system

description: Ð¦ÐµÐ»ÑÑ ÑÐ°Ð±Ð¾ÑÑ ÑÐ²Ð»ÑÐµÑÑÑ Ð°Ð½Ð°Ð»Ð¸Ð· Ð¸ ÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ ÑÐµÐºÐ¾Ð¼ÐµÐ½Ð´Ð°ÑÐ¸Ð¹ Ð¿Ð¾ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÑ ÐºÑÑÐ¿Ð½Ð¾Ð³Ð¾ ÑÐ¾ÑÐ³Ð¾Ð²Ð¾Ð³Ð¾ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ, ÐÐ Â«ÐÐ¸Ð±ÑÐ°ÑÐ¾ÑÂ». ÐÑÐ»Ð¸ ÑÐµÑÐµÐ½Ñ ÑÐ»ÐµÐ´ÑÑÑÐ¸Ðµ Ð·Ð°Ð´Ð°ÑÐ¸: â¯Ð´Ð°Ð½Ð°Â  ÑÐ°ÑÐ°ÐºÑÐµÑÐ¸ÑÑÐ¸ÐºÐ°Â  Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸Â  Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ, Ð²ÑÑÐ²Ð»ÐµÐ½Ñ Ð¾ÑÐ½Ð¾Ð²Ð½ÑÐµ Ð¾ÑÐ¾Ð±ÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸ ÐºÐ°Ðº ÑÑÐ±ÑÐµÐºÑÐ° Ð¼Ð°Ð»Ð¾Ð³Ð¾ Ð±Ð¸Ð·Ð½ÐµÑÐ°; â¯Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½ Ð°Ð½Ð°Ð»Ð¸Ð· ÑÐ¸Ð½Ð°Ð½ÑÐ¾Ð²Ð¾Ð³Ð¾ ÑÐ¾ÑÑÐ¾ÑÐ½Ð¸Ñ Ð¸ Ð¾ÑÐ½Ð¾Ð²Ð½ÑÑ Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»ÐµÐ¹ Ð´ÐµÐ»Ð¾Ð²Ð¾Ð¹ Ð°ÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸, Ð¿Ð¾ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ°Ð¼ ÐºÐ¾ÑÐ¾ÑÐ¾Ð³Ð¾ Ð²ÑÑÐ²Ð»ÐµÐ½Ñ Ð°Ð±ÑÐ¾Ð»ÑÑÐ½Ð°Ñ ÑÐ¸Ð½Ð°Ð½ÑÐ¾Ð²Ð°Ñ ÑÑÑÐ¾Ð¹ÑÐ¸Ð²Ð¾ÑÑÑ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ Ð¸ Ð²ÑÑÐ¾ÐºÐ¸Ðµ Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»Ð¸ ÑÐµÐ½ÑÐ°Ð±ÐµÐ»ÑÐ½Ð¾ÑÑÐ¸; â¯Ð¿Ð¾ÑÑÑÐ¾ÐµÐ½Ð°Â  Ð¼Ð¾Ð´ÐµÐ»ÑÂ  Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½ÑÑ Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸, Ð½Ð° Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð¸Ð¸ ÐºÐ¾ÑÐ¾ÑÐ¾Ð¹ Ð²ÑÑÐ²Ð»ÐµÐ½Ñ Ð´ÐµÑÑÑÑÐºÑÐ¸Ð²Ð½ÑÐµ ÑÐ°ÐºÑÐ¾ÑÑ ÑÐ°Ð·Ð²Ð¸ÑÐ¸Ñ; â¯Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Â  Ð²ÑÐ±Ð¾Ñ CRM ÑÐµÑÐµÐ½Ð¸ÑÂ  Ð²Â  ÐºÐ°ÑÐµÑÑÐ²Ðµ Ð¼Ð¸Ð½Ð¸Ð¼Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð½ÐµÐ±Ð»Ð°Ð³Ð¾Ð¿ÑÐ¸ÑÑÐ½ÑÑ ÑÐ°ÐºÑÐ¾ÑÐ¾Ð² Ð¸ Ð²ÑÑÐ²Ð»ÐµÐ½Ñ ÐµÐ³Ð¾ Ð¾ÑÐ½Ð¾Ð²Ð½ÑÐµ Ð¿ÑÐµÐ¸Ð¼ÑÑÐµÑÑÐ²Ð°Â  Ð½Ð°Â  Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð¸Ð¸Â  Ð½Ð¾Ð²Ð¾Ð¹Â  Ð¼Ð¾Ð´ÐµÐ»Ð¸Â  Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½ÑÑ Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð²; â¯Ð¾ÑÑÑÐµÑÑÐ²Ð»ÐµÐ½ Ð²ÑÐ±Ð¾Ñ Ð½Ð°Ð¸Ð±Ð¾Ð»ÐµÐµ ÑÐ´Ð¾Ð±Ð½Ð¾Ð¹ Ð¼ÐµÑÐ¾Ð´Ð¾Ð»Ð¾Ð³Ð¸Ð¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð¸ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½ Ð¿Ð»Ð°Ð½-Ð³ÑÐ°ÑÐ¸Ðº Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM; â¯Ð¾ÑÑÑÐµÑÑÐ²Ð»ÐµÐ½ Ð²ÑÐ±Ð¾Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð¸ ÑÐ°ÑÑÑÑ Ð·Ð°ÑÑÐ°Ñ Ð½Ð° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ Ð³Ð¾ÑÐ¾Ð²Ð¾Ð³Ð¾ ÑÐµÑÐµÐ½Ð¸Ñ; ÐÐºÑÑÐ°Ð»ÑÐ½Ð¾ÑÑÑ ÑÐµÐ¼Ñ Ð¾Ð±ÑÑÐ»Ð¾Ð²Ð»ÐµÐ½Ð° Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ÑÑÑÑ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð¸ÑÐ¾Ð²Ð°ÑÑ Ð²Ð½ÑÑÑÐµÐ½Ð½Ð¸Ðµ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÑ Ð² ÑÐµÐ»ÑÑ ÑÑÐºÐ¾ÑÐµÐ½Ð¸Ñ ÑÐ°Ð±Ð¾ÑÑ, ÑÐ½Ð¸Ð¶ÐµÐ½Ð¸Ñ Ð·Ð°Ð³ÑÑÐ¶ÐµÐ½Ð½Ð¾ÑÑÐ¸ ÑÐ°Ð±Ð¾ÑÐ½Ð¸ÐºÐ¾Ð² Ð¸ ÑÐ²ÐµÐ»Ð¸ÑÐµÐ½Ð¸Ñ ÑÐ¸Ð½Ð°Ð½ÑÐ¾Ð²ÑÑ Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»ÐµÐ¹ Ð·Ð° ÑÑÐµÑ ÑÑÐºÐ¾Ð½Ð¾Ð¼Ð»ÐµÐ½Ð½Ð¾Ð³Ð¾ Ð²ÑÐµÐ¼ÐµÐ½Ð¸. ÐÑÑÐ¾ÑÐ½Ð¸ÐºÐ°Ð¼Ð¸ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¸ Ð²ÑÑÑÑÐ¿Ð¸Ð»Ð¸ Ð´Ð°Ð½Ð½ÑÐµ Ð¾ÑÐµÑÐµÑÑÐ²ÐµÐ½Ð½Ð¾Ð¹ Ð¸ Ð·Ð°ÑÑÐ±ÐµÐ¶Ð½Ð¾Ð¹ Ð½Ð°ÑÑÐ½Ð¾-Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°ÑÐµÐ»ÑÑÐºÐ¾Ð¹ Ð»Ð¸ÑÐµÑÐ°ÑÑÑÑ, Ð¾ÑÐ¸ÑÐ¸Ð°Ð»ÑÐ½ÑÑ ÐÐ½ÑÐµÑÐ½ÐµÑ-ÑÐµÑÑÑÑÐ¾Ð² Ð¸ Ð°Ð½Ð°Ð»Ð¸ÑÐ¸ÑÐµÑÐºÐ¸Ñ Ð°Ð³ÐµÐ½ÑÑÑÐ². ÐÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð° ÑÐ¸ÑÑÐµÐ¼Ð° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÑ Ð·Ð°Ð²Ð¾Ð´Ð°. ÐÑÐ¸ ÑÐ±Ð¾ÑÐµ Ð´Ð°Ð½Ð½ÑÑ, Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼ÑÑ Ð´Ð»Ñ Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð¸Ñ ÑÐ°Ð±Ð¾ÑÑ, Ð±ÑÐ»Ð¸ Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ñ Ð¿Ð¾Ð¸ÑÐºÐ¾Ð²ÑÐµ ÑÐ¸ÑÑÐµÐ¼Ñ Google, Yandex, Ð­Ð»ÐµÐºÑÑÐ¾Ð½Ð½Ð°Ñ Ð±Ð¸Ð±Ð»Ð¸Ð¾ÑÐµÐºÐ° Ð¡ÐÐÐÐ£, Ð­Ð»ÐµÐºÑÑÐ¾Ð½Ð½Ð°Ñ Ð±Ð¸Ð±Ð»Ð¸Ð¾ÑÐµÐºÐ° CyberLeninka. ÐÑÐ¸ Ð¾Ð±ÑÐ°Ð±Ð¾ÑÐºÐµ Ð´Ð°Ð½Ð½ÑÑ Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð»Ð¸ÑÑ ÑÐ»ÐµÐ´ÑÑÑÐ¸Ðµ Ð¿ÑÐ¾Ð³ÑÐ°Ð¼Ð¼Ñ: Ð¿ÑÐ¾Ð³ÑÐ°Ð¼Ð¼Ð½Ð¾Ðµ Ð¾Ð±ÐµÑÐ¿ÐµÑÐµÐ½Ð¸Ðµ Microsoft Office, Creately, Telegram, Ð¼ÐµÑÐ¾Ð´ IDEF0.
description: The given work is devoted to analysis and formation of a structure for the implementation of a CRM system in the activities of a large trading enterprise, Â«VibratorÂ» JSC. The research set the following goals: â¯ the characteristic of activity of the enterprise is given, the main features of the organization as the subject of small business are revealed; â¯ an analysis of the financial condition and key indicators of business activity was carried out, the results of which revealed the absolute financial stability of the enterprise and high profitability; â¯ a model of information processes of the organization was built, on the basis of which destructive factors of development were identified; â¯ justified the choice of CRM solution as a means of minimizing adverse factors and identified its main advantages based on a new model of information processes; â¯the choice of the most convenient implementation methodology was made and a CRM implementation schedule was developed; â¯selection of a CRM system and calculation of costs for the implementation of a ready-made solution; The relevance of the topic is due to the companys need to automate internal business processes in order to speed up work, reduce the workload of employees and increase financial performance due to the time saved. The sources of information were data from domestic and foreign research literature, official Internet resources and analytical agencies. A system for introducing a CRM system into the plants activities is proposed. When collecting the data necessary to complete the work, the search engines Google, Yandex, SPbPU Electronic Library, CyberLeninka Electronic Library were used. The following programs were used for data processing: Microsoft Office software, Creately, Telegram, IDEF0 method.