title: Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸-Ð´Ð¸ÑÑÑÐ¸Ð±ÑÑÑÐµÑÐµ Ð¼ÐµÐ´Ð¸ÑÐ¸Ð½ÑÐºÐ¾Ð¹ ÑÐµÑ Ð½Ð¸ÐºÐ¸
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 a CRM system implementation project in a medical equipment distributor company
Creators: name: ÐÐ°ÑÐ°ÑÐµÐ²Ð°, ÐÐ»ÑÐ³Ð°
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: Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ¸ÑÑÐµÐ¼Ð°
CRM-ÑÐµÑÐµÐ½Ð¸Ðµ
Ð¼ÐµÑÐ¾Ð´Ð¾Ð»Ð³Ð¸Ñ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ
Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ñ Ð¿ÑÐ¾ÐµÐºÑÐ°
Ð¾ÑÐµÐ½ÐºÐ° ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¾Ð³Ð¾ ÑÑÑÐµÐºÑÐ°
information system
CRM solution
implementation methodology
project organization
economic impact assessment

description: Ð¢ÐµÐ¼Ð° Ð²ÑÐ¿ÑÑÐºÐ½Ð¾Ð¸Ì ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÑÐ¸ÑÐ¾Ð²Ð°Ð½Ð½Ð¾Ð¸Ì ÑÐ°Ð±Ð¾ÑÑ Ð±Ð°ÐºÐ°Ð»Ð°Ð²ÑÐ°:Â«Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸ÑÂ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸-Â Ð´Ð¸ÑÑÑÐ¸Ð±ÑÑÑÐ¾ÑÐµ Ð¼ÐµÐ´Ð¸ÑÐ¸Ð½ÑÐºÐ¾Ð¸Ì ÑÐµÑÐ½Ð¸ÐºÐ¸Â».Ð¦ÐµÐ»ÑÑ ÑÐ°Ð±Ð¾ÑÑÂ ÑÐ²Ð»ÑÐ»Ð°ÑÑ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ, ÐµÐµ Ð¸Ð½ÑÐµÐ³ÑÐ°ÑÐ¸Ð¸ Ð¸ Ð´ÐµÐ¼Ð¾Ð½ÑÑÑÐ°ÑÐ¸Ñ ÑÐ°Ð±Ð¾ÑÑ.ÐÐ°Ð´Ð°ÑÐ¸ ÑÐ°Ð±Ð¾ÑÑ:âÂ Ð¾Ð¿Ð¸ÑÐ°Ð½Ð¸Ðµ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸, Ð°Ð½Ð°Ð»Ð¸Ð· Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¸Ì ÑÑÑÑÐºÑÑÑÑ Ð¸ Ð²Ð¸Ð´Ð¾Ð² Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸;âÐ²ÑÑÐ²Ð»ÐµÐ½Ð¸Ðµ ÑÐ·ÐºÐ¸Ñ Ð¼ÐµÑÑ Ð² ÑÑÑÐµÑÑÐ²ÑÑÑÐµÐ¸Ì Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ ÑÐ¸ÑÑÐµÐ¼Ðµ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸ÑÐ¼Ð¸ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸;âÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ð¸Ì Ðº Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð¸ÑÐ¾Ð²Ð°Ð½Ð½Ð¾Ð¸Ì ÑÐ¸ÑÑÐµÐ¼Ðµ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸ÑÐ¼Ð¸ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸ Ð¸ Ð¾Ð±Ð·Ð¾Ñ ÑÑÐ½ÐºÐ°Â CRM-Â ÑÐµÑÐµÐ½Ð¸Ð¸Ì;âÂ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð²ÑÐ±ÑÐ°Ð½Ð½Ð¾Ð¸Ì ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð¸ Ð´ÐµÐ¼Ð¾Ð½ÑÑÑÐ°ÑÐ¸Ñ ÑÐ°Ð±Ð¾ÑÑÂ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ.Ð Ð°Ð±Ð¾ÑÐ° Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð° Ð½Ð° Ð±Ð°Ð·ÐµÂ ÑÑÑÐ°Ð²Ð½ÑÑ Ð´Ð¾ÐºÑÐ¼ÐµÐ½ÑÐ¾Ð² ÐÐÐ Â«Ð¡Ð¸Ð­Ñ ÐÐµÐ´Ð¸ÐºÐ° Ð¡ÐµÐ²ÐµÑÐ¾-ÐÐ°Ð¿Ð°Ð´Â», Ð½Ð°ÑÑÐ½Ð¾Ð¸Ì Ð¸ ÑÐ¿ÐµÑÐ¸Ð°Ð»ÑÐ½Ð¾Ð¸Ì Ð»Ð¸ÑÐµÑÐ°ÑÑÑÑ, Ð¸Ð½ÑÐµÑÐ½ÐµÑ-Ð¸ÑÑÐ¾ÑÐ½Ð¸ÐºÐ°Ñ Ð¸ Ð¼ÐµÑÐ¾Ð´Ð¸ÑÐµÑÐºÐ¸Ñ Ð¼Ð°ÑÐµÑÐ¸Ð°Ð»Ð¾Ð².ÐÐµÑÐ¾Ð´Ñ:Â SWOT-Ð°Ð½Ð°Ð»Ð¸Ð·, ÑÑÐ°Ð²Ð½Ð¸ÑÐµÐ»ÑÐ½ÑÐ¸Ì Ð°Ð½Ð°Ð»Ð¸Ð·, ÑÐ¸ÑÑÐµÐ¼Ð½ÑÐ¸Ì Ð°Ð½Ð°Ð»Ð¸Ð·, Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð², Ð¸Ð½ÑÑÑÑÐ¼ÐµÐ½ÑÑ Ð¸Ð½ÑÐ¾Ð³ÑÐ°ÑÐ¸ÐºÐ¸ Ð¸ Ð¿ÑÐ¾Ð³Ð½Ð¾Ð·Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ.ÐÑÐ½Ð¾Ð²Ð½ÑÐµ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÑ ÑÐ°Ð±Ð¾ÑÑ:âÂ Ð²ÑÑÐ²Ð»ÐµÐ½Ñ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼Ñ Ð¸ ÑÐ·ÐºÐ¸Ðµ Ð¼ÐµÑÑÐ° Ð±Ð¸Ð·Ð½ÐµÑÐ°;âÂ ÑÑÐ¾ÑÐ¼ÑÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ñ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ñ Ðº ÑÐµÑÐµÐ½Ð¸Ñ;âÂ ÑÐ´ÐµÐ»Ð°Ð½ Ð²ÑÐ±Ð¾Ñ Ð³Ð¾ÑÐ¾Ð²Ð¾Ð³Ð¾ ÑÐµÑÐµÐ½Ð¸Ñ Ð¿ÑÑÐµÐ¼ Ð°Ð½Ð°Ð»Ð¸Ð·Ð° ÑÑÐ½ÐºÐ° ÐÐ¡;âÂ Ð²ÑÐ±ÑÐ°Ð½Ð° Ð¼ÐµÑÐ¾Ð´Ð¾Ð»Ð¾Ð³Ð¸Ñ Ð²ÐµÐ´ÐµÐ½Ð¸Ñ Ð¿ÑÐ¾ÐµÐºÑÐ°;âÂ ÑÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ð° ÐºÐ¾Ð¼Ð°Ð½Ð´Ð°;âÂ Ð¿ÑÐ¾Ð´ÐµÐ¼Ð¾Ð½ÑÑÑÐ¸ÑÐ¾Ð²Ð°Ð½Ñ ÑÑÐ½ÐºÑÐ¸Ð¾Ð½Ð°Ð»ÑÐ½ÑÐµ Ð²Ð¾Ð·Ð¼Ð¾Ð¶Ð½Ð¾ÑÑÐ¸Â ÑÐ¸ÑÑÐµÐ¼Ñ Ð¸ Ð¿Ð¾Ð´ÑÑÐ¸ÑÐ°Ð½ ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¸Ð¸Ì ÑÑÑÐµÐºÑ Ð¾Ñ ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð¿ÑÐ¾ÐµÐºÑÐ°.Â ÐÑÐ°ÐºÑÐ¸ÑÐµÑÐºÐ°Ñ Ð·Ð½Ð°ÑÐ¸Ð¼Ð¾ÑÑÑ ÑÐ°Ð±Ð¾ÑÑÂ Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÑÐµÑÑÑ Ð² ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ ÑÐ¾ÑÑÐ°Ð²Ð»ÐµÐ½Ð½Ð¾Ð³Ð¾ Ð¿Ð»Ð°Ð½Ð° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸-Â Ð´Ð¸ÑÑÑÐ¸Ð±ÑÑÑÐ¾ÑÐµ Ð¼ÐµÐ´Ð¸ÑÐ¸Ð½ÑÐºÐ¾Ð¸Ì ÑÐµÑÐ½Ð¸ÐºÐ¸, Ð¿ÑÐ¸ ÐºÐ¾Ð½ÐµÑÐ½Ð¾Ð¸Ì ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ð¸Â ÐºÐ¾ÑÐ¾ÑÐ¾Ð³Ð¾ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð¸ÑÑÐµÑÑÑ Ð¸ ÑÐ¿ÑÐ¾ÑÑÐ¸ÑÑÑ ÑÐ°Ð±Ð¾ÑÐ° Ð¾ÑÐ´ÐµÐ»Ð° Ð¿ÑÐ¾Ð´Ð°Ð¶.Â ÐÑÐ²Ð¾Ð´Ñ.Â ÐÐ°Ð´Ð°ÑÐ¸Â ÐÐÐ Â ÑÐµÑÐµÐ½Ñ, ÑÐµÐ»Ñ Ð´Ð¾ÑÑÐ¸Ð³Ð½ÑÑÐ°, Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÐµÐ½Ð°Â Ð¾Ð±Ð»Ð°ÑÑÑ Ð¿ÑÐ¸Ð¼ÐµÐ½ÐµÐ½Ð¸Ñ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð².
description: Theme of the graduate qualification work of bachelor:"Development of a project for the implementation of a CRM system in a medical equipment distributor company".The purpose of the workÂ is to develop a project for the implementation of the system, its integration and demonstration of work.Tasks of the work:âÂ identification of bottlenecks in the existing customer relationship management system at the enterprise;âÂ formation of requirements for an automated customer relationship management system;âÂ CRM solutions market overview;âÂ development of a project for the implementation of the selected system in the company and demonstration of the CRM system.Work is performed on the basis ofÂ the statutory documents of LLC "CS Medica North-West", scientific and specialized literature, Internet sources and methodological materials.Methods:Â SWOT-analysis, comparative analysis, system analysis, business process modeling, infographic tools and forecasting.The main results of the work:âÂ identified problems and bottlenecks of the business;âÂ the requirements for the solution are formulated;âÂ the choice of a ready-made solution is made by analyzing the IPÂ market;âÂ the methodology of project management has been selected;âÂ a team has been formed;âÂ the functionality of the system is demonstrated;The economic effect of the project implementation has beenÂ calculated.The practical significance of the workÂ is determined in theÂ effectiveness of the drawn up implementation plan in the distributor of medical equipment, with the final implementation of which the work of the sales department will be automated and simplified.Conclusions.Â The tasks of the WRC have been solved, the goal has been achieved, the scope of application of the results has been determined.