title: Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM ÑÐ¸ÑÑÐµÐ¼Ñ Ð´Ð»Ñ ÐÐ Â«Ð¡ÐÐ Â«ÐÐ·Ð¾ÑÐ¾Ð¿Â»
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 project for the implementation of a CRM-system for JSC Â«SPB Â«IzotopÂ»
Creators: name: ÐÐ¾Ð½Ð¸Ð½Ð°, ÐÐ½Ð½Ð°
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¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ
Ð»Ð¾Ð³Ð¸ÑÑÐ¸ÑÐµÑÐºÐ°Ñ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ñ
Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸ÑÐ°Ð·Ð¸Ñ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð²
ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÑ Ð¿ÑÐ¾ÐµÐºÑÐ°
ÑÐ¸ÑÐºÐ¸ Ð¿ÑÐ¾ÐµÐºÑÐ°
CRM system
information system implementation
logistics company
automation of business processes
project efficiency
project risks

description: Ð¦ÐµÐ»ÑÑ ÑÐ°Ð±Ð¾ÑÑ ÑÐ²Ð»ÑÐµÑÑÑ ÑÐ¾ÑÑÐ°Ð²Ð»ÐµÐ½Ð¸Ðµ Ð¿Ð»Ð°Ð½Ð° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð¸ Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ÑÑÐ¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM ÑÐ¸ÑÑÐµÐ¼Ñ Ð² Ð»Ð¾Ð³Ð¸ÑÑÐ¸ÑÐµÑÐºÐ¾Ð¹ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸. ÐÐ°Ð´Ð°ÑÐ¸ ÑÐ°Ð±Ð¾ÑÑ: - Ð°Ð½Ð°Ð»Ð¸Ð· Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð¸ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð²; - Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð¼Ð¾Ð´ÐµÐ»ÐµÐ¹ AS IS Ð¸ TO BE; - Ð°Ð½Ð°Ð»Ð¸Ð· ÑÑÐ½ÐºÐ° CRM ÑÐ¸ÑÑÐµÐ¼; - ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿Ð»Ð°Ð½Ð° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ; - Ð¾ÑÐµÐ½ÐºÐ° ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¾Ð¹ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð¿ÑÐ¾ÐµÐºÑÐ°. Ð Ð°Ð±Ð¾ÑÐ° Ð²ÑÐ¿Ð¾Ð»Ð½ÑÐ»Ð¾ÑÑ Ð½Ð° Ð±Ð°Ð·Ðµ ÐÐ Â«Ð¡ÐÐ Â«ÐÐÐÐ¢ÐÐÂ» ÐÐµÑÐ¾Ð´Ñ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ: Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸, Ð¼Ð½Ð¾Ð³Ð¾ÐºÑÐ¸ÑÐµÑÐ¸Ð°Ð»ÑÐ½ÑÐ¹ Ð²Ð·Ð²ÐµÑÐµÐ½Ð½ÑÐ¹ Ð°Ð½Ð°Ð»Ð¸Ð· Ð²Ð°ÑÐ¸Ð°Ð½ÑÐ¾Ð² ÑÐµÑÐµÐ½Ð¸Ñ, Ð¾ÑÐµÐ½ÐºÐ° ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¾Ð¹ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸, Ð¼ÐµÑÐ¾Ð´ Ð¿Ð»Ð°Ð½Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ñ Ð¿ÑÐ¾ÐµÐºÑÐ°, Ð¿Ð¾ÑÑÐµÐ´ÑÑÐ²Ð¾Ð¼ Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ð¸Ñ Ð´Ð¸Ð°Ð³ÑÐ°Ð¼Ð¼Ñ ÐÐ°Ð½ÑÐ°. ÐÑÐ½Ð¾Ð²Ð½ÑÐµ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÑ ÑÐ°Ð±Ð¾ÑÑ: Ð¿ÑÐµÐ´ÑÑÐ°Ð²Ð»ÐµÐ½Ð¾ Ð¿Ð¾Ð´ÑÐ¾Ð±Ð½Ð¾Ðµ Ð¾Ð¿Ð¸ÑÐ°Ð½Ð¸Ðµ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð¸ ÐµÑ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼; Ð¿ÑÐ¾Ð°Ð½Ð°Ð»Ð¸Ð·Ð¸ÑÐ¾Ð²Ð°Ð½Ð° Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÑ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð² Ð¾Ð±Ð»Ð°ÑÑÐ¸ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸Ð¹ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸; Ð¿Ð¾ÑÑÑÐ¾ÐµÐ½Ñ Ð¼Ð¾Ð´ÐµÐ»Ð¸ AS IS, TO BE Ð¸ Ð¼Ð¾ÑÐ¸Ð²Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ðµ ÑÐ°ÑÑÐ¸ÑÐµÐ½Ð¸Ðµ; Ð¿ÑÐ¾Ð°Ð½Ð°Ð»Ð¸Ð·Ð¸ÑÐ¾Ð²Ð°Ð½ ÑÑÐ½Ð¾Ðº CRM ÑÐ¸ÑÑÐµÐ¼ Ð¸ Ð²ÑÐ±ÑÐ°Ð½Ð° ÑÐ°Ð¼Ð°Ñ Ð¿Ð¾Ð´ÑÐ¾Ð´ÑÑÐ°Ñ; ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½ Ð¿Ð»Ð°Ð½ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð¿ÑÐ¾ÐµÐºÑÐ°; ÑÐ°ÑÑÑÐ¸ÑÐ°Ð½Ð° ÑÑÐ¾Ð¸Ð¼Ð¾ÑÑÑ Ð¿ÑÐ¾ÐµÐºÑÐ½ÑÑ Ð¾Ð¿ÐµÑÐ°ÑÐ¸Ð¹ Ð¸ ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ°Ñ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÑ Ð¿ÑÐ¾ÐµÐºÑÐ°;Â  Ð¿ÑÐ¾Ð°Ð½Ð°Ð»Ð¸Ð·Ð¸ÑÐ¾Ð²Ð°Ð½Ñ Ð¸ Ð²ÑÑÐ²Ð»ÐµÐ½Ñ ÑÐ¸ÑÐºÐ¸ Ð¿ÑÐ¾ÐµÐºÑÐ°, Ð° ÑÐ°Ðº Ð¶Ðµ ÑÐ¿Ð¾ÑÐ¾Ð±Ñ Ð¸Ñ Ð¼Ð¸Ð½Ð¸Ð¼Ð¸Ð·Ð°ÑÐ¸Ð¸. ÐÑÐ°ÐºÑÐ¸ÑÐµÑÐºÐ°Ñ Ð·Ð½Ð°ÑÐ¸Ð¼Ð¾ÑÑÑ ÑÐ°Ð±Ð¾ÑÑ Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÑÐµÑÑÑ Ð¿ÑÐ¸Ð¼ÐµÐ½ÐµÐ½Ð¸ÐµÐ¼ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð² Ð´Ð°Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ Ð² Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ ÐÐ Â«Ð¡ÐÐ± Â«ÐÐÐÐ¢ÐÐÂ» ÐÑÐ²Ð¾Ð´Ñ. ÐÐ¾ÑÑÐ°Ð²Ð»ÐµÐ½Ð½ÑÐµ Ð·Ð°Ð´Ð°ÑÐ¸ ÐÐÐ  ÑÐµÑÐµÐ½Ñ, Ð¾ÑÐ½Ð¾Ð²Ð½Ð°Ñ ÑÐµÐ»Ñ Ð´Ð¾ÑÑÐ¸Ð³Ð½ÑÑÐ°.
description: The purpose of the research is to compose a plan for and justify the implementation of the CRM system in the logistics company. Tasks of the work: - analysis of the companys activities and business processes; - modeling of AS IS and TO BE models; - analysis of the CRM systems market; - development of the system implementation plan; - estimation of the project economic effectiveness. The research was carried out on the basis of JSC Â«SPB Â«IZOTOPÂ» Research methods: modeling of business processes of the company, multi-criteria weighted analysis of decision options, assessment of economic efficiency, the method of project planning, using Gantt chart. The main results of the study: detailed description of the company and its problems; analyzed the companys customer relations activities; models AS IS, TO BE and motivational expansion are built; the market of CRM systems was analyzed and the most suitable one was selected; project implementation plan developed; calculated the cost of project operations and cost effectiveness of the project;Â  analyzed and identified the risks of the project, as well as ways to minimize them. The practical significance of the work is determined by the application of the results of this work in the activities of JSC Â«SPb Â«IZOTOPÂ». Conclusions. The tasks of this work have been solved, the main goal has been achieved.