title: ÐÑÐ¾ÐµÐºÑ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ Ð¿ÑÐ¾ÑÐµÑÑÐ° Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð´ÐµÐ¹ÑÑÐ²Ð¸Ñ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð¼ Ð² Ð¾ÑÐ´ÐµÐ»Ðµ Ð¼Ð°ÑÐºÐµÑÐ¸Ð½Ð³Ð° ÑÑÑÐ¾Ð¸ÑÐµÐ»ÑÐ½Ð¾Ð¹ 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: Project for improving customer relationships in a marketing department of a construction firm
Creators: name: Ð¯Ð½ÑÐ¸Ð»Ð¸Ð½Ð°, ÐÐ°ÑÐ¸Ð½Ð°
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: 2022
Subjects: ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¸Ð¹ Ð¾Ð¿ÑÑ
CJM
Ð½ÐµÐ´Ð²Ð¸Ð¶Ð¸Ð¼Ð¾ÑÑÑ
Ð¼Ð°ÑÐºÐµÑÐ¸Ð½Ð³
ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ðµ ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¸Ð¼ Ð¾Ð¿ÑÑÐ¾Ð¼
ÐºÐ°ÑÑÐ° Ð¿ÑÑÐµÑÐµÑÑÐ²Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°.
customer experience
real estate
marketing
customer experience management
customer journey map.

description: Ð Ð´Ð°Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÐµ Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð¾ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ðµ ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¾Ð³Ð¾ Ð¾Ð¿ÑÑÐ°: ÑÐµÐ¾ÑÐ¸Ð¸, Ð¸ÑÑÐ¾ÑÐ¸Ð¸ Ð¸ ÑÐ¾Ð²ÑÐµÐ¼ÐµÐ½Ð½Ð¾Ð¹ ÐºÐ¾Ð½ÑÐµÐ¿ÑÐ¸Ð¸. Ð¢Ð°ÐºÐ¶Ðµ, ÑÐ°ÑÑÐ¼Ð°ÑÑÐ¸Ð²Ð°ÑÑÑÑ Ð¾ÑÐ¾Ð±ÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¼Ð°ÑÐºÐµÑÐ¸Ð½Ð³Ð° Ð½ÐµÐ´Ð²Ð¸Ð¶Ð¸Ð¼Ð¾ÑÑÐ¸, ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ðµ ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¸Ð¼ Ð¾Ð¿ÑÑÐ¾Ð¼ Ð² Ð½ÐµÐ´Ð²Ð¸Ð¶Ð¸Ð¼Ð¾ÑÑÐ¸ Ð¸ Ð¸Ð½ÑÑÑÑÐ¼ÐµÐ½Ñ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¸Ð¼ Ð¾Ð¿ÑÑÐ¾Ð¼ â ÐºÐ°ÑÑÐ° Ð¿ÑÑÐµÑÐµÑÑÐ²Ð¸Ñ Ð¿Ð¾ÐºÑÐ¿Ð°ÑÐµÐ»Ñ.Â ÐÑÐ¾Ð¸Ð·Ð²ÐµÐ´ÐµÐ½ Ð°Ð½Ð°Ð»Ð¸Ð· Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ ÐÐÐ Â«ÐÑÑÐ¿Ð¿Ð° ÐÐ¡Ð Â», ÑÐ¸Ð½Ð°Ð½ÑÐ¾Ð²ÑÑ Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»ÐµÐ¹ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð¸ Ð¼Ð°ÑÐºÐµÑÐ¸Ð½Ð³Ð¾Ð²ÑÑ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸. Ð¡Ð¾ÑÑÐ°Ð²Ð»ÐµÐ½Ñ Ð¿Ð¾ÑÑÑÐµÑÑ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð² Ð¾Ð´Ð½Ð¾Ð¼ Ð¸Ð· ÑÐµÐ³Ð¼ÐµÐ½ÑÐ¾Ð², Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð½ÑÐµ Ð½Ð° Ð°Ð½Ð°Ð»Ð¸Ð·Ðµ Ð´Ð°Ð½Ð½ÑÑ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð¾ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ñ Ð¸ Ð´ÑÑÐ³Ð¸Ñ ÑÐ¿Ð¾ÑÐ¾Ð±Ð°Ñ Ð¿Ð¾Ð»ÑÑÐµÐ½Ð¸Ñ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¸, Ð¸ ÐºÐ°ÑÑÑ Ð¿ÑÑÐµÑÐµÑÑÐ²Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ° ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸. ÐÐ° Ð¾ÑÐ½Ð¾Ð²Ðµ ÐºÐ°ÑÑ Ð¿ÑÑÐµÑÐµÑÑÐ²Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ° Ð¸ Ð¸Ñ Ð°Ð½Ð°Ð»Ð¸Ð·Ð° ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½Ñ ÑÐµÐ³Ð»Ð°Ð¼ÐµÐ½ÑÐ¸ÑÑÑÑÐ¸Ðµ Ð¿ÑÐ¾ÑÐµÐ´ÑÑÑ, ÑÐµÐ»ÑÑ ÐºÐ¾ÑÐ¾ÑÑÑ ÑÐ²Ð»ÑÐµÑÑÑ ÑÐ»ÑÑÑÐµÐ½Ð¸Ðµ ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¾Ð³Ð¾ Ð¾Ð¿ÑÑÐ° Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸.Â ÐÑÐ¾Ð²ÐµÐ´ÐµÐ½ ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¸Ð¹ Ð°Ð½Ð°Ð»Ð¸Ð· Ð¿ÑÐ¾ÐµÐºÑÐ° ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ¸ Ð¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÐºÐ°ÑÑ Ð¿ÑÑÐµÑÐµÑÑÐ²Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ° Ð¸ ÑÐ¾ÑÑÐ°Ð²Ð»ÐµÐ½Ð½ÑÑ ÑÐµÐ³Ð»Ð°Ð¼ÐµÐ½ÑÐ¸ÑÑÑÑÐ¸Ñ Ð¿ÑÐ¾ÑÐµÐ´ÑÑ, Ð¿ÑÐ¾Ð¸Ð·Ð²ÐµÐ´ÐµÐ½ ÐºÐ°ÑÐµÑÑÐ²ÐµÐ½Ð½ÑÐ¹ Ð°Ð½Ð°Ð»Ð¸Ð· ÑÐ¸ÑÐºÐ¾Ð² Ð¸ ÑÐ¾ÑÑÐ°Ð²Ð»ÐµÐ½ ÐºÐ°Ð»ÐµÐ½Ð´Ð°ÑÐ½ÑÐ¹ Ð¿Ð»Ð°Ð½ Ð¿ÑÐ¾ÐµÐºÑÐ°.
description: Research about customer experience has been made in this work: theory, history, and a modern concept of CX. Also, the paper discusses the features of real estate marketing, customer experience management in real estate and one of the instruments of customer experience management â customer journey map. This work consists of analysis of the activities of PJSC Â«LSR GroupÂ» including the financial performance of the company and the marketing activities of the company. Portraits of the company's customers in one of the segments were compiled based on the analysis of the company's customer data and other ways of obtaining information. Customer journey maps were designed based on portraits of the companyâs customers. Based on customer journey maps and their analysis, regulatory procedures have been developed, the purpose of which is to improve customer experience in the company. An economic analysis of the project for the development and implementation of client journey maps and the drafted regulatory procedures was carried out, a qualitative risk analysis was carried out and a project schedule was drawn up.