title: Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿ÑÐ¾ÐµÐºÑÐ° Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ð¸ Ð¸ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸Ð¹ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸ Ð² ÑÐ¾ÑÐ³Ð¾Ð²Ð¾-Ð»Ð¾Ð³Ð¸ÑÑÐ¸ÑÐµÑÐºÐ¾Ð¹ 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: Development of the project for automation and improvement of customer relationships in a trade-logistics company
Creators: name: ÐÑÐ°ÑÐ½Ð¾ÑÐµÐºÐ¾Ð², 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: 2023
Subjects: CRM-ÑÐ¸ÑÑÐµÐ¼Ð°
Ð°ÑÑ Ð¸ÑÐµÐºÑÑÑÐ° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ
Ð¿ÑÐ¾ÐµÐºÑÐ½Ð¾Ðµ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ðµ
Agile
Waterfall
SWOT-Ð°Ð½Ð°Ð»Ð¸Ð·
Ð´Ð¸Ð°Ð³ÑÐ°Ð¼Ð¼Ð° ÐÐ°Ð½ÑÐ°
ArchiMate
ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¾Ðµ Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð¸Ðµ
Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»Ð¸ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð¿ÑÐ¾ÐµÐºÑÐ°
Ð¼ÐµÑÑÐ¸ÐºÐ¸
CRM system
enterprise architecture
project management
SWOT analysis
Gantt chart
economic justification
project performance indicators
metrics

description: ÐÐ°Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¿Ð¾ÑÐ²ÑÑÐµÐ½Ð° ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐµ Ð¿ÑÐ¾ÐµÐºÑÐ° ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ Ð¸ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ð¸ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸Ð¹ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸ Ð² ÑÐ¾ÑÐ³Ð¾Ð²Ð¾-Ð»Ð¾Ð³Ð¸ÑÑÐ¸ÑÐµÑÐºÐ¾Ð¹ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ ÐÐÐ Â«ÐÐ¾Ð³Ð¸ÑÑÐ¸ÐºÐÐºÑÂ» Ñ Ð¿Ð¾Ð¼Ð¾ÑÑÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ. ÐÑÐ»Ð¸ ÑÐµÑÐµÐ½Ñ ÑÐ»ÐµÐ´ÑÑÑÐ¸Ðµ Ð·Ð°Ð´Ð°ÑÐ¸: - ÐÑÐ¾Ð°Ð½Ð°Ð»Ð¸Ð·Ð¸ÑÐ¾Ð²Ð°ÑÑ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÑ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ ÐÐÐ Â«ÐÐ¾Ð³Ð¸ÑÑÐ¸ÐºÐÐºÑÂ»: Ð²ÑÑÐ²Ð¸ÑÑ Ð¾ÑÐ½Ð¾Ð²Ð½ÑÐµ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼Ñ, ÑÑÐµÐ±ÑÑÑÐ¸Ðµ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ¸, Ð¿ÑÐ¾Ð²ÐµÑÑÐ¸ Ð¼Ð°ÑÐºÐµÑÐ¸Ð½Ð³Ð¾Ð²ÑÐµ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ, ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°ÑÑ ÑÐµÐºÑÑÑÑ Ð¸ ÑÐµÐ»ÐµÐ²ÑÑ Ð°ÑÑÐ¸ÑÐµÐºÑÑÑÑ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ Ð¸ Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°ÑÑ Ð²ÑÐ±Ð¾Ñ ÑÐ¸Ð¿Ð° Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ. - ÐÑÐ¾Ð²ÐµÑÑÐ¸ Ð°Ð½Ð°Ð»Ð¸Ð· ÑÑÐ½ÐºÐ° CRM-ÑÐ¸ÑÑÐµÐ¼: Ð¾Ð¿Ð¸ÑÐ°ÑÑ ÑÐµÐ¾ÑÐµÑÐ¸ÑÐµÑÐºÐ¸Ðµ Ð°ÑÐ¿ÐµÐºÑÑ Ð¾ CRM, Ð²ÑÐ±ÑÐ°ÑÑ ÐºÐ¾Ð½ÐºÑÐµÑÐ½ÑÑ ÐÐ¡ Ð´Ð»Ñ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð¿Ð¾ÑÑÐµÐ´ÑÑÐ²Ð¾Ð¼ ÑÑÐ°Ð²Ð½Ð¸ÑÐµÐ»ÑÐ½Ð¾Ð³Ð¾ Ð°Ð½Ð°Ð»Ð¸Ð·Ð° Ð¸ ÑÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°ÑÑ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ñ Ð¸ Ð¾Ð³ÑÐ°Ð½Ð¸ÑÐµÐ½Ð¸Ñ Ðº ÑÐ¸ÑÑÐµÐ¼Ðµ. - Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐ°ÑÑ Ð¿ÑÐ¾ÐµÐºÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð²ÑÐ±ÑÐ°Ð½Ð½Ð¾Ð¹ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ: Ð¿ÑÐ¸Ð²ÐµÑÑÐ¸ Ð¾ÑÐ½Ð¾Ð²Ð½ÑÐµ ÑÐµÐ¾ÑÐµÑÐ¸ÑÐµÑÐºÐ¸Ðµ Ð°ÑÐ¿ÐµÐºÑÑ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÐÐ¢-Ð¿ÑÐ¾ÐµÐºÑÐ°Ð¼Ð¸, Ð²ÑÑÐ²Ð¸ÑÑ Ð¾Ð¶Ð¸Ð´Ð°ÐµÐ¼ÑÐµ Ð²ÑÐ³Ð¾Ð´Ñ Ð¸ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼Ñ Ð¾Ñ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ, ÑÐ¿Ð»Ð°Ð½Ð¸ÑÐ¾Ð²Ð°ÑÑ ÑÑÐ°Ð¿Ñ Ð¸ ÑÑÐ¾ÐºÐ¸ Ð¿ÑÐ¾ÐµÐºÑÐ°, ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°ÑÑ ÐºÐ°Ð»ÐµÐ½Ð´Ð°ÑÐ½ÑÐ¹ Ð¿Ð»Ð°Ð½, ÑÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°ÑÑ ÐºÐ¾Ð½ÑÑÐ¾Ð»ÑÐ½ÑÐµ ÑÐ¿Ð¸ÑÐºÐ¸ Ð¿ÑÐ¾Ð²ÐµÑÐºÐ¸ ÐºÐ°ÑÐµÑÑÐ²Ð° Ð¿ÑÐ¾ÐµÐºÑÐ° Ð¸ Ð¿ÑÐ¾Ð²ÐµÑÑÐ¸ Ð°Ð½Ð°Ð»Ð¸Ð· ÑÐ¸ÑÐºÐ¾Ð² Ð¿ÑÐ¾ÐµÐºÑÐ½ÑÑ Ð¾Ð¿ÐµÑÐ°ÑÐ¸Ð¹. - ÐÑÐµÐ½Ð¸ÑÑ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÑ Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ: ÑÐ°ÑÑÑÐ¸ÑÐ°ÑÑ Ð·Ð°ÑÑÐ°ÑÑ Ð½Ð° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ, Ð¾ÑÐµÐ½Ð¸ÑÑ Ð¸Ð·Ð¼ÐµÐ½ÐµÐ½Ð¸Ðµ ÐºÐ¾Ð»Ð¸ÑÐµÑÑÐ²ÐµÐ½Ð½ÑÑ Ð¸ ÐºÐ°ÑÐµÑÑÐ²ÐµÐ½Ð½ÑÑ Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»ÐµÐ¹ Ð´Ð¾ Ð¸ Ð¿Ð¾ÑÐ»Ðµ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÐÐ¡, Ð¾ÑÐµÐ½Ð¸ÑÑ ÐºÐ¾Ð¼Ð¼ÐµÑÑÐµÑÐºÑÑ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÑ Ñ Ð¿Ð¾Ð¼Ð¾ÑÑÑ ÑÑÐ°ÑÐ¸ÑÑÐ¸ÑÐµÑÐºÐ¸Ñ Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»ÐµÐ¹ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð¸ Ð¼ÐµÑÑÐ¸Ðº. 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¸ÑÐ¼ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°ÑÑ ÑÐ²Ð¾Ð¸ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸Ñ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸ Ð¸ Ð²Ð½ÐµÐ´ÑÑÑÑ Ð¿ÑÐ¾ÐµÐºÑÑ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ð¸ Ð´Ð»Ñ Ð´Ð¾ÑÑÐ¸Ð¶ÐµÐ½Ð¸Ñ Ð²ÑÑÐ¾ÐºÐ¾Ð¹ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸, ÑÐ»ÑÑÑÐµÐ½Ð¸Ñ ÐºÐ¾Ð½ÐºÑÑÐµÐ½ÑÐ¾ÑÐ¿Ð¾ÑÐ¾Ð±Ð½Ð¾ÑÑÐ¸ Ð¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð¸Ñ Ð¿Ð¾ÑÑÐµÐ±Ð½Ð¾ÑÑÐµÐ¹ ÑÐ¾Ð²ÑÐµÐ¼ÐµÐ½Ð½ÑÑ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð². 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.Â 
description: The given work is devoted to development of a project for the improvement and automation of customer relationships in the trade-logistics company "LogisticsX" through the implementation of a CRM system. The following tasks were accomplished: - Analyze the activities of "LogisticsX" company: identify key problems requiring information support, conduct marketing research, develop current and target enterprise architectures, and justify the choice of an information system type. - Conduct an analysis of the CRM system market: describe the theoretical aspects of CRM, select a specific system for implementation through comparative analysis, and define the requirements and constraints for the system. - Develop a project for the implementation of the chosen CRM system: present the fundamental theoretical aspects of IT project management, identify the expected benefits and challenges of implementation, plan the project stages and timelines, develop a Gantt chart, create quality control checklists for the project, and perform an analysis of project operation risks. - Evaluate the effectiveness of the CRM system implementation project: calculate the implementation costs, assess the changes in quantitative and qualitative indicators before and after the implementation of the information system, evaluate the commercial efficiency using statistical performance indicators and metrics. The relevance of the topic is justified by the need for companies to enhance their customer relationships and implement automation projects to achieve high efficiency, improve competitiveness, and meet the needs of modern customers. The sources of information used include domestic and international scientific literature, official websites, and analytical agencies.Â