{"id":52945,"date":"2019-11-20T00:00:00","date_gmt":"2019-11-19T21:00:00","guid":{"rendered":"https:\/\/prohoster.info\/blog\/blog_prohoster\/crm-s-chelovecheskim-litsom"},"modified":"2020-02-18T14:00:46","modified_gmt":"2020-02-18T11:00:46","slug":"crm-s-chelovecheskim-litsom","status":"publish","type":"post","link":"https:\/\/prohoster.info\/cs\/blog\/administrirovanie\/crm-s-chelovecheskim-litsom","title":{"rendered":"CRM s lidskou tv\u00e1\u0159\u00ed","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>\u201eZav\u00e1d\u00edte CRM? No jo, jsme pod dohledem, te\u010f u\u017e jen kontrola a zpr\u00e1vy,\u201c \u2013 takto uva\u017euje v\u011bt\u0161ina zam\u011bstnanc\u016f firem, kdy\u017e usly\u0161\u00ed, \u017ee se pr\u00e1ce brzy p\u0159esune do CRM. P\u0159edpokl\u00e1d\u00e1 se, \u017ee CRM je program pro mana\u017eery a v\u00fdhradn\u011b pro jejich z\u00e1jmy. To ale nen\u00ed pravda. Zamyslete se, jak \u010dasto jste:<\/p>\n<ul>\n<li>zapomn\u011bli dokon\u010dit \u00fakol nebo se vr\u00e1tit k n\u011bjak\u00e9 pr\u00e1ci\n<\/li>\n<li>zapomn\u011bli zavolat klientovi nebo poslat informace kolegovi\n<\/li>\n<li>znovu sh\u00e1n\u011bli pot\u0159ebn\u00e1 pracovn\u00ed data\n<\/li>\n<li>\u017e\u00e1dali kolegy o data a \u010dekali na n\u011b t\u0159i dny\n<\/li>\n<li>hledali odpov\u011bdn\u00e9ho kolegu za zpo\u017ed\u011bn\u00ed v pr\u00e1ci\n<\/li>\n<li>obraceli se na kolegy nebo \u0161\u00e9fa, ale dostali jste odm\u00edtnut\u00ed kv\u016fli jejich vyt\u00ed\u017eenosti.<\/li>\n<\/ul>\n<p>\nPokud se to ob\u010das st\u00e1valo, \u010dt\u011bte d\u00e1l, organizace pr\u00e1ce nen\u00ed jen o \u010dten\u00ed knih o prokrastinaci a time managementu, ale je to tak\u00e9 skv\u011bl\u00fd n\u00e1stroj v rukou. A pokud se to nest\u00e1valo \u2013 sakra, kdo jste?!<\/p>\n<p><noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/476310\/\"><img decoding=\"async\" alt=\"CRM s lidskou tv\u00e1\u0159\u00ed\" src=\"\/wp-content\/uploads\/2019\/11\/baa5fbcde8d23e770d0502fb2476ea36.jpg\" style=\"display:block;margin: 0 auto;\" \/><\/a><\/noindex><br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><br \/>\nPodle dat Insight Managing Consulting z\u00e1vis\u00ed 64 % \u00fasp\u011bchu zav\u00e1d\u011bn\u00ed CRM na podpo\u0159e zam\u011bstnanc\u016f organizace. 42 % probl\u00e9m\u016f s CRM tak\u00e9 vypl\u00fdv\u00e1 z chov\u00e1n\u00ed zam\u011bstnanc\u016f. A v\u00edte, \u017ee n\u00e1s tato statistika nep\u0159ekvapuje. Nen\u00ed to tak, \u017ee bychom za 13 let v\u00fdvoje a zav\u00e1d\u011bn\u00ed <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\"><b>RegionSoft CRM<\/b><\/a><\/noindex> vid\u011bli v\u0161echno, ale zn\u00e1me t\u0159i hlavn\u00ed d\u016fvody, pro\u010d se CRM syst\u00e9my a zam\u011bstnanci firmy ocitaj\u00ed na opa\u010dn\u00fdch stran\u00e1ch \u201efronty\u201c.<\/p>\n<ol>\n<li>CRM je pova\u017eov\u00e1no za pouh\u00e9 technologick\u00e9 \u0159e\u0161en\u00ed. Podle mnoha u\u017eivatel\u016f je to jen program, kter\u00fd m\u00e1 n\u011bco d\u011blat a kter\u00fd zab\u00edr\u00e1 \u010das na vypln\u011bn\u00ed dat. Ve skute\u010dnosti je CRM syst\u00e9m p\u0159edev\u0161\u00edm o lidech, kte\u0159\u00ed jej pou\u017e\u00edvaj\u00ed a aplikuj\u00ed jako n\u00e1stroj. Pokud polo\u017e\u00edte na st\u016fl pila (i kdy\u017e zapnut\u00fd), nic neud\u011bl\u00e1, jen spot\u0159ebov\u00e1v\u00e1 elekt\u0159inu. Pokud jej d\u00e1te do rukou \u0159emesln\u00edkovi, dostanete kr\u00e1sn\u00fd \u0159ezb\u00e1\u0159sk\u00fd v\u00fdrobek. P\u0159esn\u011b takto schopn\u00fd mana\u017eer vyt\u011b\u017e\u00ed z CRM maximum, zat\u00edmco leniv\u00fd prodejce pouze zkaz\u00ed datab\u00e1zi nekorektn\u00edmi daty.\n<\/li>\n<li>CRM \u2014 program pro prodej. Kdysi to tak bylo. Dnes takov\u00e1 \u0159e\u0161en\u00ed prakticky neexistuj\u00ed, minim\u00e1ln\u00ed pokr\u00fdvaj\u00ed \u00fakoly prodeje a marketingu, pokro\u010dilej\u0161\u00ed univerz\u00e1ln\u00ed \u2014 jak prodeje, tak marketingu, tak v\u00fdroby, skladu a dal\u0161\u00edho. CRM dnes \u2014 to je firemn\u00ed ekosyst\u00e9m, kter\u00fd usnad\u0148uje pr\u00e1ci prakticky ka\u017ed\u00e9ho zam\u011bstnance, zkracuje p\u0159\u00edmou komunikaci a zjednodu\u0161uje v\u011bt\u0161inu proces\u016f. Ale k tomu je pot\u0159eba p\u0159em\u00fd\u0161let, sna\u017eit se a refaktorizovat procesy. Snaz\u0161\u00ed je \u0159\u00edct, \u017ee \"nic nefunguje, zbyte\u010dn\u011b jsme implementovali.\"\u00a0\n<\/li>\n<li>CRM \u2014 program pro \u0161\u00e9fa, pomoc\u00ed kter\u00e9ho bude zav\u00e1d\u011bt kontrolu a prosazovat drakonick\u00e1 opat\u0159en\u00ed na ka\u017ed\u00e9ho. To je le\u017e: v\u011bt\u0161ina CRM nem\u00e1 funkce fyzick\u00e9 a informa\u010dn\u00ed kontroly, jako je kontrola vstupu, sledova\u010d pracovn\u00ed doby po minut\u00e1ch, kontrola ne\u010dinnosti zam\u011bstnance nebo z\u00e1znam historie n\u00e1v\u0161t\u011bv webov\u00fdch str\u00e1nek. Ve\u0161ker\u00e1 kontrola se prov\u00e1d\u00ed na stejn\u00e9 \u00farovni, jako bez CRM: zpr\u00e1vy, logov\u00e1n\u00ed akc\u00ed uvnit\u0159 syst\u00e9mu, KPI atd.\n<\/li>\n<\/ol>\n<p>\nTyto t\u0159i omyly zna\u010dn\u011b \u201echlad\u00ed\u201c z\u00e1jem rusk\u00fdch podnikatel\u016f o CRM, vytv\u00e1\u0159ej\u00ed podivn\u00e9 m\u00fdty na pr\u00e1zdn\u00e9m m\u00edst\u011b a \u010dasto se st\u00e1vaj\u00ed d\u016fvodem k odm\u00edtnut\u00ed implementace.\u00a0<\/p>\n<p>Samoz\u0159ejm\u011b, \u017ee to tak nen\u00ed. CRM pot\u0159ebuj\u00ed p\u0159edev\u0161\u00edm zam\u011bstnanci. Ba co v\u00edc, velmi jim pom\u00e1h\u00e1.<\/p>\n<blockquote><p><b>P\u011bt \u0159\u00e1dk\u016f reklamy<\/b><\/p>\n<p>Jsme proti kontrole \u010dasu a r\u016fzn\u00fdm sledova\u010d\u016fm na pracovi\u0161ti \u2014 jsme pro pohodln\u00e9 pracovn\u00ed n\u00e1stroje pro zam\u011bstnance. N\u00e1\u0161 <b>nov\u00fd<\/b> <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\"><b>cloudov\u00fd helpdesk ZEDLine Support<\/b><\/a><\/noindex>\u00a0 \u2014 u\u017eite\u010dn\u00fd software pro jak\u00fdkoliv podp\u016frn\u00fd t\u00fdm, intern\u00ed i extern\u00ed. Vytvo\u0159en\u00ed vlastn\u00edho port\u00e1lu zabere jen 5 minut a jeho po\u010d\u00e1te\u010dn\u00ed nastaven\u00ed 10-15 minut. P\u0159ipojte se! A pro ty, kdo pot\u0159ebuj\u00ed CRM, je tu \u2014 <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">RegionSoft CRM<\/a><\/noindex>.<\/p><\/blockquote>\n<h2>CRM \u2014 p\u0159\u00edtel zam\u011bstnanc\u016f spole\u010dnosti<\/h2>\n<p><\/p>\n<h4>Se z\u00e1kazn\u00edky \u2014 jednodu\u0161eji<\/h4>\n<p>\nHlavn\u00ed v CRM \u2014 to je pr\u00e1ce se z\u00e1kazn\u00edky, v jak\u00e9mkoliv aspektu: technick\u00e9m \u010di obchodn\u00edm. Je to pohodln\u00e9, p\u0159ehledn\u00e9, informativn\u00ed, jednodu\u0161\u0161\u00ed ne\u017e bez jak\u00e9koli automatizace. Kdy\u017e m\u00e1 zam\u011bstnanec CRM jako centrum znalost\u00ed a aktu\u00e1ln\u00edch informac\u00ed o z\u00e1kazn\u00edkovi, je mnohem snaz\u0161\u00ed vypadat jako loaj\u00e1ln\u00ed spole\u010dnost, kter\u00e1 si v\u00e1\u017e\u00ed, pam\u011bt\u00e1 a miluje ka\u017ed\u00e9ho z\u00e1kazn\u00edka.<\/p>\n<p>M\u016f\u017eeme uv\u00e9st p\u0159\u00edklad zalo\u017een\u00fd na na\u0161\u00ed vlastn\u00ed zku\u0161enosti. \u010casto v na\u0161\u00ed kancel\u00e1\u0159i zazn\u00edvaj\u00ed telefon\u00e1ty, kdy lid\u00e9 \u0159\u00edkaj\u00ed: \u201eS v\u00e1mi jsme spolupracovali p\u0159ed 5 nebo 7 lety, ale pravd\u011bpodobn\u011b si to nepamatujete\u2026\u201c. A na to sly\u0161\u00ed odpov\u011b\u010f: \u201eJak bychom si nepamatovali, Dmitrij Sergejevi\u010di, m\u00e1me p\u0159ece CRM syst\u00e9m, mohu v\u00e1m dokonce \u0159\u00edct, kdy a o jak\u00e9 produkty jste m\u011bli z\u00e1jem, kolikr\u00e1t jsme si volali a o jak\u00fdch t\u00e9matech jsme diskutovali\u2026 Pravda, zam\u011bstnanec, kter\u00fd se o v\u00e1s tehdy staral, u n\u00e1s ji\u017e 3 roky nepracuje\u2026\u201c \ud83d\ude42 A to jsou pouze z\u00e1kladn\u00ed, po\u010d\u00e1te\u010dn\u00ed mo\u017enosti CRM.<\/p>\n<p><img decoding=\"async\" alt=\"CRM s lidskou tv\u00e1\u0159\u00ed\" src=\"\/wp-content\/uploads\/2019\/11\/064c9c6eb0518c335eb33f7d33181b29.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Karta klienta v <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">RegionSoft CRM<\/a><\/noindex>. Horn\u00ed blok \u2014 v\u0161echny informace o klientovi, kter\u00e9 teoreticky m\u016f\u017eete zadat a shroma\u017e\u010fovat. Doln\u00ed blok \u2014 operativn\u00ed \u010dinnost, rutina a interakce s klientem. Pokud vypln\u00edte v\u0161e, bude to skoro to nejlep\u0161\u00ed obchodn\u00ed tajemstv\u00ed \ud83d\ude09<\/i><\/p>\n<h4>Bez zpo\u017ed\u011bn\u00ed a probl\u00e9m\u016f<\/h4>\n<p>\nSni\u017euj\u00ed se imid\u017eov\u00e1 rizika spole\u010dnosti a miz\u00ed strach zam\u011bstnance st\u00e1t se vin\u00edkem reputa\u010dn\u00edch probl\u00e9m\u016f. Pokud mana\u017eer zme\u0161k\u00e1 sch\u016fzku nebo zapomene na telefon\u00e1t, vypad\u00e1 to jako nekompetentnost spole\u010dnosti, nedostatek z\u00e1jmu o obchod. Co m\u016f\u017ee b\u00fdt hor\u0161\u00ed? CRM zaji\u0161\u0165uje dodr\u017een\u00ed term\u00edn\u016f, transparentnost z\u00e1t\u011b\u017ee zam\u011bstnanc\u016f a sama pos\u00edl\u00e1 p\u0159ipom\u00ednky, tak\u017ee je t\u00e9m\u011b\u0159 nemo\u017en\u00e9 zme\u0161kat ud\u00e1lost.\u00a0<\/p>\n<p>Nav\u00edc firemn\u00ed kalend\u00e1\u0159e a pl\u00e1nova\u010de umo\u017e\u0148uj\u00ed vid\u011bt vyt\u00ed\u017een\u00ed pot\u0159ebn\u00e9ho kolegy a respektovat jeho \u010das, nebo po\u017e\u00e1dat o \u010d\u00e1st jeho voln\u00e9ho \u010dasu \u2014 takov\u00e1 komunikace sni\u017euje konfliktnost, ale p\u0159itom neformalizuje vztahy, proto\u017ee na kalend\u00e1\u0159e a plug-iny jsme v\u0161ichni zvykl\u00ed i v osobn\u00edm \u017eivot\u011b, nejsou spojov\u00e1ny s tvrd\u00fdmi pracovn\u00edmi vztahy.<\/p>\n<p><img decoding=\"async\" alt=\"CRM s lidskou tv\u00e1\u0159\u00ed\" src=\"\/wp-content\/uploads\/2019\/11\/1228214fdc2c5ef623a1441e85544877.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Na pracovn\u00edm stole CRM jsou zobrazena aktu\u00e1ln\u00ed \u00fakoly (\u0159\u00edk\u00e1me jim pr\u016fchoz\u00ed, proto\u017ee nejsou v\u00e1z\u00e1ny na konkr\u00e9tn\u00ed data), jako\u017e i odznaky na panelu Asistenta \u2014 \u010d\u00edsla, kter\u00e1 v\u00e1m \u0159\u00edkaj\u00ed, kam j\u00edt v rozhran\u00ed a \u010d\u00edm se zab\u00fdvat. A tak\u00e9 jsou zde vyskakovac\u00ed p\u0159ipom\u00ednky, SMS a e-mailov\u00e1 ozn\u00e1men\u00ed. Zkus na to zapomenout!<\/i><\/p>\n<h4>Rychlost pr\u00e1ce<\/h4>\n<p>\nRychlost operac\u00ed se v\u00fdrazn\u011b zvy\u0161uje. Na prvn\u00ed pohled se m\u016f\u017ee zd\u00e1t, \u017ee zad\u00e1v\u00e1n\u00ed dat do CRM syst\u00e9mu zvy\u0161uje \u010das v\u011bnovan\u00fd operativn\u00ed pr\u00e1ci. Je to logick\u00fd trik, kter\u00fd pou\u017e\u00edvaj\u00ed odp\u016frci CRM ve sv\u00fdch sobeck\u00fdch z\u00e1jmech. Ve skute\u010dnosti to funguje jinak: v\u0161echny pot\u0159ebn\u00e9 informace o klientovi jsou zad\u00e1ny jednou, co\u017e n\u00e1sledn\u011b umo\u017e\u0148uje v\u00fdrazn\u011b \u0161et\u0159it \u010das: prvotn\u00ed dokumentace se sestavuje na z\u00e1klad\u011b p\u0159edem p\u0159ipraven\u00fdch \u0161ablon, doslova za n\u011bkolik sekund, p\u0159\u00edchoz\u00ed a odchoz\u00ed hovory jsou registrov\u00e1ny a mohou b\u00fdt poslechnuty p\u0159\u00edmo z karty klienta, firemn\u00ed e-mail je zorganizov\u00e1n a rozd\u011blen mezi kontaktn\u00ed osoby a klienty (alespo\u0148 v RegionSoft CRM je tomu tak).\u00a0<\/p>\n<p>Ale hlavn\u00ed v\u00fdhoda zrychlen\u00ed pr\u00e1ce s CRM nen\u00ed ani tak v operativn\u00ed rutin\u011b, ale v tom, \u017ee po osvojen\u00ed CRM syst\u00e9mu se zvy\u0161uje produktivita a zkracuje se doba \u017eivotn\u00edho cyklu prodejn\u00edho procesu jako celku, co\u017e znamen\u00e1, \u017ee je zde prostor pro r\u016fst tr\u017eeb. Nep\u0159\u00edm\u011b to ovliv\u0148uje r\u016fst mzdy nebo vytv\u00e1\u0159en\u00ed pr\u00e9mi\u00ed.<\/p>\n<h4>KPI<\/h4>\n<p>\nPokud vytvo\u0159\u00edte adekv\u00e1tn\u00ed sadu KPI, m\u011b\u0159itelnou a skute\u010dn\u011b z\u00e1vislou na \u00fasil\u00ed zam\u011bstnance, CRM se zabudovan\u00fdm syst\u00e9mem v\u00fdpo\u010dtu KPI se stane skv\u011bl\u00fdm motiv\u00e1torem pro zam\u011bstnance, nebo\u0165 bude m\u00edt neust\u00e1le p\u0159ed sebou pokrokov\u00e9 ukazatele pln\u011bn\u00ed c\u00edlov\u00fdch metrik a bude moci p\u0159erozd\u011blovat sv\u00e9 \u00fasil\u00ed, aby \u201evyt\u011b\u017eil\u201c maxim\u00e1ln\u00ed koeficient a z\u00edskal zaslou\u017eenou pr\u00e9mii. T\u00edmto zp\u016fsobem z\u00edsk\u00e1te mechanismus kontroly nad pln\u011bn\u00edm c\u00edlov\u00fdch metrik, jak celkov\u00fdch, tak podle jednotliv\u00fdch odd\u011blen\u00ed\/zam\u011bstnanc\u016f, a zam\u011bstnanec si bude moci automatizovat svou pr\u00e1ci a b\u00fdt efektivn\u011bj\u0161\u00ed.<\/p>\n<p><img decoding=\"async\" alt=\"CRM s lidskou tv\u00e1\u0159\u00ed\" src=\"\/wp-content\/uploads\/2019\/11\/64edc48c09cbc9b4937b3db534527aca.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>N\u00e1m obl\u00edben\u00fd monitor KPI v <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">RegionSoft CRM<\/a><\/noindex> \u2013 v\u0161echny c\u00edlov\u00e9 ukazatele jako na dlani. Ukazatele mohou b\u00fdt nastavov\u00e1ny a jejich po\u010det je omezen pouze rozumn\u00fdmi hranicemi.<\/i><\/p>\n<h4>T\u00fdmov\u00e1 pr\u00e1ce bez strachu a obvi\u0148ov\u00e1n\u00ed<\/h4>\n<p>\nCRM syst\u00e9m je forma t\u00fdmov\u00e9 pr\u00e1ce. Tato jej\u00ed schopnost je d\u00e1na programovou architekturou: jednotn\u00e1 datab\u00e1ze poskytuje informace u\u017eivatelsk\u00e9mu rozhran\u00ed prodejce, podpory, market\u00e9ra, skladi\u0161t\u011b atd. Nyn\u00ed market\u00e9r nebo mana\u017eer nemus\u00ed \u017e\u00e1dat, kter\u00fd produkt se prod\u00e1val nejh\u016f\u0159e, a kter\u00fd z\u016fstal na sklad\u011b \u2014 mohou m\u00edt p\u0159\u00edstup k pot\u0159ebn\u00fdm komer\u010dn\u00edm informac\u00edm a ud\u011blat z\u00e1v\u011bry, pl\u00e1novat. Pr\u00e1ce cel\u00e9ho t\u00fdmu se zam\u011b\u0159uje na podporu aktu\u00e1lnosti informac\u00ed.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"CRM s lidskou tv\u00e1\u0159\u00ed\" src=\"\/wp-content\/uploads\/2019\/11\/b02291268f6923abaec32c6558279725.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Skupinov\u00fd pl\u00e1nova\u010d \u2014 t\u00e9m\u011b\u0159 Gantt\u016fv diagram, viditeln\u00e9 odpov\u011bdn\u00e9 osoby, m\u00edra pln\u011bn\u00ed, term\u00edny a dal\u0161\u00ed.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"CRM s lidskou tv\u00e1\u0159\u00ed\" src=\"\/wp-content\/uploads\/2019\/11\/7dab95648b901d4398f1ee71847b40cb.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\nCeloplo\u0161n\u00fd t\u0159\u00ed t\u00fddenn\u00ed pl\u00e1nova\u010d \u2014 p\u0159ehled obsazenosti cel\u00e9ho t\u00fdmu na t\u0159i t\u00fddny dop\u0159edu.<\/p>\n<p><img decoding=\"async\" alt=\"CRM s lidskou tv\u00e1\u0159\u00ed\" src=\"\/wp-content\/uploads\/2019\/11\/29415e8d2b5841397f2845ef2b19cb62.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\nVizualizovan\u00fd pl\u00e1n dne jednotliv\u00e9ho zam\u011bstnance, mo\u017enost p\u0159ech\u00e1zet p\u0159\u00edmo z pl\u00e1nova\u010d\u016f.<\/i><\/p>\n<p>Zam\u011bstnanci pro v\u00fdm\u011bnu informac\u00ed, delegov\u00e1n\u00ed \u00fakol\u016f a spolupr\u00e1ci na projektech vyu\u017e\u00edvaj\u00ed jednotn\u00e9 prost\u0159ed\u00ed CRM syst\u00e9mu, co\u017e zaji\u0161\u0165uje vy\u0161\u0161\u00ed produktivitu intern\u00edch vztah\u016f. \u00dasil\u00ed t\u00fdmu je soust\u0159ed\u011bno uvnit\u0159 CRM jako n\u00e1stroj pro spr\u00e1vu vztah\u016f se z\u00e1kazn\u00edky, a tento p\u0159\u00edstup p\u0159in\u00e1\u0161\u00ed synergick\u00fd efekt, kter\u00fd nen\u00ed dosa\u017eiteln\u00fd v r\u00e1mci standardn\u00edch jedn\u00e1n\u00ed, \u017e\u00e1dost\u00ed a diskuz\u00ed.<\/p>\n<h4>Odpov\u011bdn\u00e9 osoby se neztr\u00e1cej\u00ed.<\/h4>\n<p>\nSnad nejnep\u0159\u00edjemn\u011bj\u0161\u00ed na t\u00fdmov\u00e9 pr\u00e1ci je hled\u00e1n\u00ed viny za pokles nebo zpo\u017ed\u011bn\u00ed n\u011bjak\u00e9ho obchodn\u00edho procesu. Zam\u011bstnanci za\u010d\u00ednaj\u00ed svalovat vinu na sebe navz\u00e1jem, sna\u017e\u00ed se o\u010distit sebe a obvinit kolegu, \u010d\u00edm\u017e ma\u0159\u00ed proces a p\u0159en\u00e1\u0161ej\u00ed kolektivn\u00ed odpov\u011bdnost. CRM se s touto ne\u0161varem tak\u00e9 vypo\u0159\u00e1d\u00e1v\u00e1: obchodn\u00ed procesy s vizu\u00e1ln\u00edm tv\u016frcem, pln\u00fdm protokolov\u00e1n\u00edm krok\u016f, kontrolou normativn\u00edch term\u00edn\u016f pln\u011bn\u00ed, interaktivn\u00edmi parametry \u0159e\u0161\u00ed probl\u00e9m odpov\u011bdnosti zam\u011bstnanc\u016f a transparentnosti pr\u00e1ce v j\u00e1dru. Proces je protokolov\u00e1n a v\u017edy je mo\u017en\u00e9 zjistit, kdo zp\u016fsobil zpo\u017ed\u011bn\u00ed nebo zastaven\u00ed.\u00a0<\/p>\n<p>Proto se nebojte obchodn\u00edch proces\u016f ani v mal\u00fdch firm\u00e1ch \u2014 tyto se uk\u00e1\u017eou jako u\u017eite\u010dn\u00e9 a v\u00fdznamn\u011b ovlivn\u00ed po\u0159\u00e1dek ve spole\u010dnosti.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"CRM s lidskou tv\u00e1\u0159\u00ed\" src=\"\/wp-content\/uploads\/2019\/11\/a2b1b4e013ed550ece1ffcd777fe78e8.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Obchodn\u00ed proces v RegionSoft CRM \u2014 snadno se konstruuje, snadno spravuje.<\/i><\/p>\n<h4>Spole\u010dnost, dej mi \u0159\u00eddit.<\/h4>\n<p>\nCRM umo\u017e\u0148uje ka\u017ed\u00e9mu zam\u011bstnanci c\u00edtit se jako kapit\u00e1n v obchodn\u00edm procesu: \u010d\u00edm v\u00edce znalost\u00ed maj\u00ed va\u0161i zam\u011bstnanci, t\u00edm v\u00edce maj\u00ed pravomoc\u00ed a mo\u017enost\u00ed. Aktu\u00e1ln\u00ed data, shrom\u00e1\u017ed\u011bn\u00e1 a zpracovan\u00e1 v modern\u00ed CRM, pom\u00e1haj\u00ed elegantn\u011b \u0159e\u0161it probl\u00e9my z\u00e1kazn\u00edk\u016f, nap\u0159\u00edklad se obracet na historii vztah\u016f, vracet se k problematick\u00fdm ot\u00e1zk\u00e1m a hodnotit z\u00e1kazn\u00edka nejen z pohledu aktu\u00e1ln\u00ed transakce, ale i z hlediska historie interakce. Zven\u010d\u00ed to vypad\u00e1 velmi dob\u0159e a p\u0159itahuje. \u0158\u00edk\u00e1m v\u00e1m to jako z\u00e1kazn\u00edk \u2014 snadno mohu ur\u010dit spole\u010dnost, kter\u00e1 m\u00e1 dobrou CRM, podle komunikace s mana\u017eery \ud83d\ude42 A samoz\u0159ejm\u011b takov\u00e1 mo\u017enost \"\u0159\u00eddit\" velmi motivuje.\u00a0<\/p>\n<h4>Efektivn\u00ed zp\u016fsob pr\u00e1ce<\/h4>\n<p>\nKa\u017ed\u00fd rozumn\u00fd mana\u017eer, pracuj\u00edc\u00ed s CRM, se st\u00e1v\u00e1 trochu v\u011bdcem a experiment\u00e1torem. Software pom\u00e1h\u00e1 sledovat prodejn\u00ed proces, z\u00edsk\u00e1vat a analyzovat data o obchodech, na z\u00e1klad\u011b kter\u00fdch je mo\u017en\u00e9 vytvo\u0159it sv\u016fj inova\u010dn\u00ed styl komunikace se z\u00e1kazn\u00edky. T\u00edm p\u00e1dem je mo\u017en\u00e9 vyzdvihnout nejproduktivn\u011bj\u0161\u00ed modely chov\u00e1n\u00ed a jejich vyu\u017eit\u00edm zv\u00fd\u0161it v\u00fdsledky.<\/p>\n<h4>Zam\u011bstnaneck\u00e1 substituce<\/h4>\n<p>\nV p\u0159\u00edpad\u011b absence nebo odchodu zam\u011bstnance prob\u00edh\u00e1 p\u0159ed\u00e1n\u00ed z\u00e1le\u017eitost\u00ed dal\u0161\u00edmu kolegovi snadno a rychle spolu s poskytnut\u00edm p\u0159\u00edstupu do CRM. To v\u00fdrazn\u011b sni\u017euje rizika v p\u0159\u00edpad\u011b \"ne\u0161\u0165astn\u00e9ho\" odchodu, bojkotu zam\u011bstnance atd. D\u00edky tomu, \u017ee superadmin m\u016f\u017ee snadno p\u0159edat pr\u00e1va, negativn\u00ed procesy uvnit\u0159 kolektivu jsou uha\u0161eny a p\u0159ech\u00e1zej\u00ed do mezilidsk\u00e9 roviny, ani\u017e by se dot\u00fdkaly pracovn\u00edho.<\/p>\n<p>Implementace CRM je v\u017edy spojena s velk\u00fdmi o\u010dek\u00e1v\u00e1n\u00edmi. Vedouc\u00ed, a tak\u00e9 zam\u011bstnanci, doufaj\u00ed, \u017ee CRM syst\u00e9m zv\u00fd\u0161\u00ed produktivitu, zv\u00fd\u0161\u00ed prodeje, zjednodu\u0161\u00ed operace a u\u0161et\u0159\u00ed pen\u00edze. To je spr\u00e1vn\u00e9, ka\u017ed\u00e1 zm\u011bna by m\u011bla b\u00fdt spojena s o\u010dek\u00e1v\u00e1n\u00edmi. Jen\u017ee \u010dekat je t\u0159eba ne od CRM, ale od lid\u00ed, kte\u0159\u00ed v n\u011bm budou pracovat. A l\u00e9pe ne\u010dekat, ale implementovat a konat. Pak bude CRM syst\u00e9m mnohem lep\u0161\u00ed ne\u017e podkova pro \u0161t\u011bst\u00ed. Kterou, mimochodem, je tak\u00e9 lep\u0161\u00ed p\u0159i\u0161roubovat k kopytu a orat \u2014 pak budou i \u0161t\u011bst\u00ed a pen\u00edze! \ud83d\ude42<br \/>\n<br \/>Zdroj: <a content=\"nofollow\" rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/476310\/\">habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"<p>\u00ab\u0412\u043d\u0435\u0434\u0440\u044f\u0435\u043c CRM? \u041d\u0443 \u044f\u0441\u043d\u043e, \u043c\u044b \u043f\u043e\u0434 \u043a\u043e\u043b\u043f\u0430\u043a\u043e\u043c, \u0442\u0435\u043f\u0435\u0440\u044c \u0442\u043e\u043b\u044c\u043a\u043e \u043a\u043e\u043d\u0442\u0440\u043e\u043b\u044c \u0438 \u043e\u0442\u0447\u0451\u0442\u044b\u00bb, \u2014 \u043f\u0440\u0438\u043c\u0435\u0440\u043d\u043e \u0442\u0430\u043a \u0440\u0430\u0441\u0441\u0443\u0436\u0434\u0430\u0435\u0442 \u0431\u043e\u043b\u044c\u0448\u0438\u043d\u0441\u0442\u0432\u043e \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u043e\u0432 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0439, \u0443\u0441\u043b\u044b\u0448\u0430\u0432 \u043e \u0442\u043e\u043c, \u0447\u0442\u043e \u0441\u043a\u043e\u0440\u043e \u0440\u0430\u0431\u043e\u0442\u0430 \u043f\u0435\u0440\u0435\u043c\u0435\u0441\u0442\u0438\u0442\u0441\u044f \u0432 CRM. \u0421\u0447\u0438\u0442\u0430\u0435\u0442\u0441\u044f, \u0447\u0442\u043e CRM \u2014 \u044d\u0442\u043e \u043f\u0440\u043e\u0433\u0440\u0430\u043c\u043c\u0430 \u0434\u043b\u044f \u0440\u0443\u043a\u043e\u0432\u043e\u0434\u0438\u0442\u0435\u043b\u044f \u0438 \u0438\u0441\u043a\u043b\u044e\u0447\u0438\u0442\u0435\u043b\u044c\u043d\u043e \u0435\u0433\u043e \u0438\u043d\u0442\u0435\u0440\u0435\u0441\u043e\u0432. \u042d\u0442\u043e \u043d\u0435 \u0442\u0430\u043a. \u041f\u043e\u0434\u0443\u043c\u0430\u0439\u0442\u0435, \u043a\u0430\u043a \u0447\u0430\u0441\u0442\u043e \u0432\u044b: \u0437\u0430\u0431\u044b\u0432\u0430\u043b\u0438 \u0441\u0434\u0435\u043b\u0430\u0442\u044c \u0437\u0430\u0434\u0430\u0447\u0443 \u0438\u043b\u0438 \u0432\u0435\u0440\u043d\u0443\u0442\u044c\u0441\u044f \u043a \u043a\u0430\u043a\u043e\u0439-\u0442\u043e \u0440\u0430\u0431\u043e\u0442\u0435 [&hellip;]<\/p>\n","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[688],"tags":[],"class_list":["post-52945","post","type-post","status-publish","format-standard","hentry","category-administrirovanie"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.3 - aioseo.com -->\n\t<meta name=\"description\" content=\"\u00ab\u0412\u043d\u0435\u0434\u0440\u044f\u0435\u043c CRM? 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