title: ÐÐ¾Ð²ÑÑÐµÐ½Ð¸Ðµ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÑÐ¸Ð»Ð¸Ð°Ð»Ðµ ÐÐ¸ÑÐ°Ð¹ÑÐºÐ¾Ð¹ Ð½Ð°ÑÐ¸Ð¾Ð½Ð°Ð»ÑÐ½Ð¾Ð¹ ÑÐ°Ð±Ð°ÑÐ½Ð¾Ð¹ ÐºÐ¾ÑÐ¿Ð¾ÑÐ°ÑÐ¸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: Improving the efficiency of the CRM system in a branch office of China national tobacco corporation
Creators: name: Ð¦Ð°Ð¾ Ð§Ð¶ÑÑÐ½Ñ
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: CRM-ÑÐ¸ÑÑÐµÐ¼Ð°
Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ
Ð°Ð½Ð°Ð»Ð¸Ð· Ð´Ð°Ð½Ð½ÑÑ
ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ðµ
ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ðµ
CRM-system
implementation
data analysis
management
requirement

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description: The purpose of work is improving the efficiency of CRM-system in the branch office of China National Tobacco Corporation. The study is based on the analysis of current business processes of the corporations branch in Henan Province, considering the identified causes of inefficiency of the current CRM-system, suggestions for the development of an effective CRM-system for the corporations branch are formed, requirements for it are formulated and proposals for its implementation are made. The following objectives were achieved: - reviewing the basics of CRM class sales management information systems; - studying the CRM software market; - description of the minimum requirements for CRM-system to ensure the effectiveness of sales management in the company; - evaluation of the information environment of the branch office of China National Tobacco Corporation and justify the need to improve it; - proposals for implementation of CRM-system of the branch office of China National Tobacco Corporation in Henan Province; - determination of project timing and cost, quality, resources and risks; - evaluation of the effectiveness of the proposed implementation of CRM-system for the branch office of the tobacco corporation. Work is performed based on open-source research on CRM systems in the tobacco industry in China, as well as data from the Henan Branch of China National Tobacco Corporation. Methods used: SWOT analysis, weighted evaluation method, benchmarking, Osterwalder business model, business process modelling, project management techniques, data collection and processing, infographics, project evaluation methods. Work results: - defined the current situation and the main characteristics of the companys activities and built Osterwalders business model; - SWOT analysis was performed and an AS-IS model was built, which confirmed the need to introduce a CRM system and revealed the shortcomings of the companys current information system; - as a result of the comparison, a suitable supplier of the system was selected; - TO-BE model was built, based on which the business processes for the target state were described; - developed a plan for the deployment of the CRM system; - demonstrated the effectiveness and proven positive impact of the project to implement the CRM-system. It is reasonably concluded that by using the automated work functions and data management and analysis functions of the CRM system, staff working time is reduced, work complexity is reduced, service quality is improved, service differentiation is increased, thereby customer waiting time is reduced and customer satisfaction is increased. A modern digital customer relationship management model is emerging as a result of the implementation of the system.