{"id":55585,"date":"2020-01-23T00:00:00","date_gmt":"2020-01-22T21:00:00","guid":{"rendered":"https:\/\/prohoster.info\/blog\/blog_prohoster\/crm-2020"},"modified":"2020-02-18T14:03:43","modified_gmt":"2020-02-18T11:03:43","slug":"crm-2020","status":"publish","type":"post","link":"https:\/\/prohoster.info\/cs\/blog\/news\/crm-2020","title":{"rendered":"CRM 2020","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>IT sf\u00e9ra je nevd\u011b\u010dn\u00e1 a p\u0159edpov\u011bdi jsou tu takov\u00e9, jako po\u010das\u00ed loni v l\u00e9t\u011b, stejn\u011b prochladne\u0161. Nebo zmokne\u0161. Nebo t\u011b ude\u0159\u00ed slune\u010dn\u00ed \u00fapal. Ale s p\u0159edpov\u011b\u010fmi na rok 2019, jak uk\u00e1zal \u010das, to bylo celkem dobr\u00e9, a proto jsme se rozhodli pov\u011bd\u011bt o trendech CRM na rok 2020, tak jak je vid\u00edme pro mal\u00e9 a st\u0159edn\u00ed podniky. Vy\u0161lo n\u00e1m jich \u00fapln\u011b nezvykle 11, a co m\u00e1 symbolismus a proroctv\u00ed co do in\u017een\u00fdrsk\u00e9 pr\u00e1ce. V\u0161echno, co vkl\u00e1d\u00e1me do trend\u016f podle na\u0161eho t\u00fdmu, je zalo\u017eeno na 14let\u00fdch zku\u0161enostech na trhu CRM, aktu\u00e1ln\u00edch z\u00e1le\u017eitostech v oboru a po\u017eadavc\u00edch na\u0161ich klient\u016f. Obecn\u011b bychom za tuto p\u0159edpov\u011b\u010f m\u011bli zodpov\u011bdnost.<\/p>\n<p><noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/485028\/\"><img decoding=\"async\" alt=\"CRM 2020\" src=\"\/wp-content\/uploads\/2020\/01\/d305488767c4dceb65fea529f76c7dd5.jpg\" style=\"display:block;margin: 0 auto;\" \/><\/a><\/noindex><br \/>\n<i>Tuto zimu se po\u010das\u00ed mus\u00ed ur\u010dovat pouze tak \ud83d\ude41<\/i><br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><br \/>\nD\u016fle\u017eit\u00e9! P\u0159edpov\u011b\u010f se t\u00fdk\u00e1 rusk\u00e9ho trhu a automatizace firem v RF a SNS, na z\u00e1padn\u00edch trz\u00edch a v USA jsou \u00fapln\u011b jin\u00e9 trendy a samoz\u0159ejm\u011b jin\u00fd stav v tuto chv\u00edli.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"CRM 2020\" src=\"\/wp-content\/uploads\/2020\/01\/272838d8bf05319dcb324968802e6d45.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Zat\u00edm co se t\u00fd\u010de poklesu z\u00e1jmu o CRM, tak to bylo jen o sv\u00e1tc\u00edch, l\u00e9ta 2018 \u2014 2019, Rusko+SNS, Yandex<\/i><\/p>\n<h2>CRM se definitivn\u011b dostane mimo r\u00e1mec prodeje<\/h2>\n<p>\nV\u00fdvoj\u00e1\u0159i CRM syst\u00e9m\u016f st\u00e1le v\u00edce prosazuj\u00ed marketing na z\u00e1klad\u011b tez\u00ed jako \"implementace CRM je +50% k prodeji\", proto\u017ee v pov\u011bdom\u00ed u\u017eivatel\u016f se us\u00eddlil vzorec o\u010dek\u00e1v\u00e1n\u00ed r\u016fstu prodeje z CRM syst\u00e9mu. Toto v\u0161ak je zastaral\u00e9 ch\u00e1p\u00e1n\u00ed CRM: v\u011bt\u0161ina syst\u00e9m\u016f se ji\u017e d\u00e1vno stala univerz\u00e1ln\u00edmi \u0159e\u0161en\u00edmi pro komplexn\u00ed automatizaci podnik\u00e1n\u00ed, od sekret\u00e1\u0159ky po gener\u00e1ln\u00edho \u0159editele, v\u010detn\u011b logist\u016f, v\u00fdrobn\u00edch pracovn\u00edk\u016f, market\u00e9r\u016f a prodejc\u016f.\u00a0<\/p>\n<p>V sou\u010dasnosti se vytvo\u0159ily v\u0161echny p\u0159edpoklady pro to, aby podnik pochopil ve\u0161kerou funk\u010dn\u00ed s\u00edlu <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">CRM syst\u00e9my<\/a><\/noindex>. Existuje n\u011bkolik bod\u016f, kter\u00e9 bychom cht\u011bli \"propa\u0161ovat\" do roku 2020 a zakotvit v pov\u011bdom\u00ed u\u017eivatel\u016f CRM syst\u00e9m\u016f.<\/p>\n<ul>\n<li>Obchodn\u00ed procesy je t\u0159eba automatizovat v ka\u017ed\u00e9 spole\u010dnosti, bez ohledu na obor \u010dinnosti a velikost. Automatizace rutiny a jasn\u00e9 rozd\u011blen\u00ed f\u00e1z\u00ed a odpov\u011bdnost\u00ed \u0161et\u0159\u00ed pen\u00edze firmy a uvol\u0148uje pracovn\u00ed s\u00edly (kter\u00e9, mimochodem, by nem\u011bly b\u00fdt sni\u017eov\u00e1ny, ale efektivn\u011b vyu\u017e\u00edv\u00e1ny).\n<\/li>\n<li>CRM syst\u00e9m by m\u011bl b\u00fdt centrem individu\u00e1ln\u00edho i kolektivn\u00edho pl\u00e1nov\u00e1n\u00ed, aby veden\u00ed a kolegov\u00e9 mohli sledovat \u010das uvnit\u0159 kolektivu. A v\u011b\u0159te, pl\u00e1nova\u010de v n\u011bkter\u00fdch CRM syst\u00e9mech jsou mnohem lep\u0161\u00ed, ne\u017e obl\u00edben\u00fd Google kalend\u00e1\u0159 (a bezpe\u010dn\u011bj\u0161\u00ed!).\n<\/li>\n<li>CRM by m\u011blo b\u00fdt vn\u00edm\u00e1no podnik\u00e1n\u00edm nikoli jako n\u00e1stroj prodeje, ale jako n\u00e1stroj zabezpe\u010den\u00ed, nebo\u0165 pr\u00e1v\u011b v n\u011bm jsou uchov\u00e1v\u00e1ny z\u00e1znamy o v\u0161ech z\u00e1kazn\u00edc\u00edch (datab\u00e1ze z\u00e1kazn\u00edk\u016f), obchodn\u00edch transakc\u00edch a v\u011bt\u0161in\u011b transakc\u00ed. D\u016fle\u017eit\u00e1 je tak\u00e9 mo\u017enost nastavit pr\u00e1va p\u0159\u00edstupu pro ka\u017ed\u00e9ho zam\u011bstnance (co\u017e se pou\u017e\u00edv\u00e1 z\u0159\u00eddka, ale m\u011blo by). Nen\u00ed t\u0159eba vyhled\u00e1vat chyby a kontrolovat ka\u017ed\u00e9ho zam\u011bstnance \u2014 sta\u010d\u00ed nastavit bezpe\u010dnostn\u00ed opat\u0159en\u00ed pro jednu CRM syst\u00e9m a vedouc\u00ed firmy bude klidn\u011bj\u0161\u00ed.\n<\/li>\n<\/ul>\n<p>\nZkuste se pod\u00edvat na CRM \u0161\u00ed\u0159eji. Mimochodem, m\u016f\u017eete si st\u00e1hnout n\u00e1vod k na\u0161\u00ed <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">RegionSoft CRM<\/a><\/noindex> a uvid\u00edte, co konkr\u00e9tn\u00ed syst\u00e9m dok\u00e1\u017ee \u2014 t\u00e9m\u011b\u0159 400 stran popisu mo\u017enost\u00ed syst\u00e9mu rozhodn\u011b nen\u00ed pouze o prodeji (<noindex><a rel=\"nofollow\" href=\"http:\/\/bit.ly\/2ONW3Nv\">p\u0159\u00edm\u00fd odkaz na sta\u017een\u00ed bez vir\u016f a jin\u00e9ho odpadu<\/a><\/noindex>). Do roku 2020 jsme se sna\u017eili vytvo\u0159it syst\u00e9m se v\u0161emi nejd\u016fle\u017eit\u011bj\u0161\u00edmi a, co je d\u016fle\u017eit\u00e9, pou\u017e\u00edvan\u00fdmi podnikatelsk\u00fdmi funkcemi bez AI a pulzn\u00edch senzor\u016f. Jsme o podnik\u00e1n\u00ed.<\/p>\n<h2>Mal\u00e9 podniky se pono\u0159\u00ed do omnichannel<\/h2>\n<p>\nJe\u0161t\u011b p\u0159ed 3-5 lety byly hlavn\u00edmi komunika\u010dn\u00edmi kan\u00e1ly mezi podniky a z\u00e1kazn\u00edky telefon (IP telefonie) a e-mail. Dnes je situace jin\u00e1: z\u00e1kazn\u00edci a n\u00e1v\u0161t\u011bvn\u00edci webu mohou p\u0159ich\u00e1zet z chatu na str\u00e1nk\u00e1ch, z Telegramu, chatu na Yandexu a ze soci\u00e1ln\u00edch s\u00edt\u00ed (co\u017e je byt\u00ed aktu\u00e1ln\u00ed pro B2C). P\u0159ed CRM syst\u00e9mem jako hlavn\u00ed softwarovou aplikac\u00ed pro obchodn\u00ed \u010dinnost spole\u010dnosti stoj\u00ed \u00fakol: shrom\u00e1\u017edit, zpracovat a uchovat informace o v\u0161ech v\u00fdznamn\u00fdch dialoz\u00edch. To lze prov\u00e9st zvl\u00e1\u0161\u0165 pro ka\u017ed\u00fd kan\u00e1l, nebo nap\u0159\u00edklad shroma\u017e\u010fovat v\u0161e v e-mailu a chatu na webu, a pot\u00e9 je integrovat do CRM. Takov\u00e9 \u0159e\u0161en\u00ed je optim\u00e1ln\u00ed z hlediska zabezpe\u010den\u00ed a organizace dat: m\u00e9n\u011b extern\u00edch p\u0159ipojen\u00ed, ni\u017e\u0161\u00ed riziko nestandardn\u00edho hackov\u00e1n\u00ed a vniknut\u00ed do syst\u00e9mu.<\/p>\n<p>Omnichannel se bude d\u00e1le vyv\u00edjet, aby z\u00e1kazn\u00edk komunikoval pr\u00e1v\u011b tak, jak je mu pohodln\u00e9, a ne tak, jak diktuje va\u0161e softwarov\u00e9 vybaven\u00ed. Pro\u010d byste se m\u011bli zamyslet nad t\u00edmto?<\/p>\n<ul>\n<li>Nep\u0159ijdete o \u017e\u00e1dn\u00e9ho z\u00e1kazn\u00edka ani o \u017e\u00e1dn\u00e9ho z\u00e1jemce o web.\n<\/li>\n<li>Budete m\u00edt v\u00edce dat ji\u017e v prvn\u00edm kroku.\n<\/li>\n<li>P\u0159ed v\u00e1mi se otev\u00edraj\u00ed mo\u017enosti reklamy zam\u011b\u0159en\u00e9 na kan\u00e1l osloven\u00ed (av\u0161ak toto je velmi sporn\u00fd typ reklamn\u00edch sd\u011blen\u00ed, proto zhodno\u0165te, jak aktu\u00e1ln\u00ed a etick\u00e9 je \"b\u011bhat\" za z\u00e1kazn\u00edkem v jeho vlastn\u00edm osobn\u00edm prostoru).\n<\/li>\n<li>Snadno najdete spole\u010dnou \u0159e\u010d s u\u017eivateli, kte\u0159\u00ed se vyh\u00fdbaj\u00ed telefonn\u00edm hovor\u016fm a \u00fastn\u00ed komunikaci s prodejci, in\u017een\u00fdry a podporou. Krom\u011b toho maj\u00ed mana\u017ee\u0159i spole\u010dnosti v pr\u016fb\u011bhu korespondence v\u00edce \u010dasu na promy\u0161len\u00ed sv\u00e9 \u010d\u00e1sti dialogu, co\u017e v\u00fdrazn\u011b zlep\u0161uje kvalitu poskytovan\u00fdch informac\u00ed.\n<\/li>\n<\/ul>\n<p><\/p>\n<h2>Analytika \u2013 v rukou mal\u00e9ho podnik\u00e1n\u00ed<\/h2>\n<p>\nTento trend je ji\u017e mnoho let, existuje od vzniku prvn\u00edch CRM syst\u00e9m\u016f, nicm\u00e9n\u011b mal\u00e9 podniky za\u010daly na analytiku p\u0159ich\u00e1zet a\u017e nyn\u00ed. Tento opo\u017ed\u011bn\u00fd p\u0159\u00edchod k trendu je spojen s dv\u011bma faktory: 1) podnik\u00e1n\u00ed nem\u011blo pot\u0159ebu analytiky a vyty\u010dilo si hlavn\u00ed \u00fakol \u2013 prodat; 2) neexistovala masov\u00e1 obchodn\u00ed kultura vyu\u017e\u00edv\u00e1n\u00ed dat. Situace se zm\u011bnila: 1) v podm\u00ednk\u00e1ch necenov\u00e9 konkurence skute\u010dn\u00e9 hlubok\u00e9 znalosti ka\u017ed\u00e9ho z\u00e1kazn\u00edka obohacuj\u00ed; 2) analytika se dostala do mal\u00fdch podnik\u016f s Yandex.Metrikou a Google.Analytics \u2013 tyto digit\u00e1ln\u00ed \u00fadaje donutily mal\u00e9 podniky zamyslet se nad ukazateli, analyzovat a m\u011bnit se. Bohu\u017eel, toto zat\u00edm nen\u00ed realita, ale pouze trend, a v roce 2020 bude pokra\u010dovat.<\/p>\n<p>Spr\u00e1vn\u011b implementovan\u00e1 CRM je ide\u00e1ln\u00ed datab\u00e1ze znalost\u00ed o ka\u017ed\u00e9m z\u00e1kazn\u00edkovi a poskytuje obrovsk\u00e9 mo\u017enosti pro vynikaj\u00edc\u00ed slu\u017eby a poprodejn\u00ed podporu. A to jsou pen\u00edze. Je z\u0159ejm\u00e9, \u017ee rok 2020 nebude klidn\u00fd a poklidn\u00fd z hlediska ekonomick\u00e9 situace, a proto se bude bitva o ka\u017ed\u00e9ho z\u00e1kazn\u00edka vyost\u0159ovat. Chcete p\u0159e\u017e\u00edt? Vyu\u017eijte analytiku ve sv\u00e9 CRM syst\u00e9mu, v\u00fdsledky budou pom\u011brn\u011b rychl\u00e9 a pot\u011b\u0161uj\u00edc\u00ed. I kdy\u017e nebudete budovat super analytick\u00e9 syst\u00e9my, ale s \u010d\u00edsly budete pracovat s p\u0159ehledem a vyvod\u00edte z\u00e1v\u011bry.<\/p>\n<h2>Komplexn\u00ed slu\u017eby budou nar\u016fstat \u2013 bohu\u017eel.<\/h2>\n<p>\n\u0158eknu up\u0159\u00edmn\u011b \u2014 tento trend se n\u00e1m nel\u00edb\u00ed, ale ned\u00e1vno vznikl a bude pouze r\u016fst. Dnes se objevuj\u00ed agreg\u00e1tory CRM syst\u00e9m\u016f, kter\u00e9 jednodu\u0161e prod\u00e1vaj\u00ed, hostingov\u00ed poskytovatel\u00e9 aktivn\u011b nab\u00edzej\u00ed nejen hosting, ale i VDS s CRM, 1C a kancel\u00e1\u0159\u00ed na palub\u011b. Z pohledu oby\u010dejn\u00e9ho mana\u017eera, vedouc\u00edho a \u00fa\u010detn\u00edho \u2014 je to skv\u011bl\u00e9: rychl\u00e9 nasazen\u00ed, \u017e\u00e1dn\u00e9 smlouvy s I\u010c, platba se nepo\u010d\u00edt\u00e1 do kapit\u00e1lov\u00fdch v\u00fddaj\u016f, v\u0161echno d\u011blaj\u00ed n\u011bjac\u00ed extern\u00ed administr\u00e1to\u0159i, \u017e\u00e1dn\u00fd stres. A hlavn\u011b, je to v\u00fdhodn\u00e9 a je t\u0159eba pracovat pouze s jednou spole\u010dnost\u00ed. To je smutn\u00fd trend \u2014 a to je d\u016fvod.<\/p>\n<ul>\n<li>Rizika nejsou rozlo\u017eena: v p\u0159\u00edpad\u011b technick\u00fdch nebo obchodn\u00edch probl\u00e9m\u016f u hostingu ztrat\u00edte okam\u017eit\u011b v\u0161e a zajist\u00edte prostoje v pr\u00e1ci, prakticky nez\u00e1visl\u00e9 na v\u00e1s.\n<\/li>\n<li>V syst\u00e9mech p\u0159edinstalovan\u00fdch na vzd\u00e1len\u00fdch serverech \u010dasto existuj\u00ed omezen\u00ed na zm\u011bny konfigurac\u00ed, nastaven\u00ed, roz\u0161\u00ed\u0159en\u00ed atd.\n<\/li>\n<li>M\u011bs\u00ed\u010dn\u00ed poplatek za takov\u00e9 slu\u017eby (a to je v\u017edy m\u011bs\u00ed\u010dn\u00ed poplatek) se velmi rychle vy\u0161plh\u00e1 nad cenu n\u00e1kupu licenc\u00ed softwaru (CRM nebo toho sam\u00e9ho 1C), celkov\u00e9 n\u00e1klady na vlastnictv\u00ed budou velmi znateln\u00e9, zejm\u00e9na pro mal\u00e9 spole\u010dnosti.\n<\/li>\n<li>Nikdy si nebudete moci b\u00fdt jisti bezpe\u010dnost\u00ed sv\u00fdch dat a aktu\u00e1lnost\u00ed z\u00e1loh \u2014 ani fakt \u00fatoku, ani lidsk\u00fd faktor nelze vylou\u010dit.\n<\/li>\n<\/ul>\n<p>\nBu\u010fte opatrn\u00ed p\u0159i v\u00fdb\u011bru takov\u00fdch slu\u017eeb.<\/p>\n<h2>Mikro CRM \u2014 ne pro v\u0161echny, ale je pot\u0159eba<\/h2>\n<p>\nCRM syst\u00e9my se komplikuj\u00ed, st\u00e1vaj\u00ed se univerz\u00e1ln\u00edmi. Prov\u00e1d\u00edme nep\u0159etr\u017eit\u00fd a aktivn\u00ed v\u00fdvoj <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">RegionSoft CRM<\/a><\/noindex> u\u017e mnoho let a na jej\u00edm p\u0159\u00edkladu vid\u00edme tento r\u016fst. Pr\u00e1v\u011b proto bylo t\u0159eba rozd\u011blit edice a nab\u00eddnout ka\u017ed\u00e9mu podnik\u00e1n\u00ed svou variantu (i kdy\u017e se v\u0161em obzvl\u00e1\u0161\u0165 zal\u00edbila <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/loader.php?src=crm_redactions\">RegionSoft CRM Professional<\/a><\/noindex>). Jsou v\u0161ak spole\u010dnosti, kter\u00fdm nevyhovuj\u00ed ani z\u00e1kladn\u00ed edice CRM syst\u00e9m\u016f, kter\u00e9 jsou na trhu. Pot\u0159ebuj\u00ed jen: zaznamenat jednor\u00e1zov\u00fd kontakt se z\u00e1kazn\u00edkem, zavolat mu, \u201eprov\u00e9st\u201c ho k prodeji a uzav\u0159\u00edt. To jsou mikro a mal\u00e9 podniky, kter\u00e9 zat\u00edm nejsou p\u0159ipraveny platit za anal\u00fdzy, primace, slo\u017eit\u00e9 formy obchod\u016f, obchodn\u00ed procesy a v\u0161e ostatn\u00ed.\u00a0<\/p>\n<p>Takov\u00e9 spole\u010dnosti pot\u0159ebuj\u00ed mikro CRM \u2014 zcela jednoduch\u00e1 cloudov\u00e1 \u0159e\u0161en\u00ed, kter\u00e1 mohou vy\u0159e\u0161it z\u00e1kladn\u00ed obchodn\u00ed ot\u00e1zky bez slo\u017eit\u00e9 implementace, \u0161kolen\u00ed a ide\u00e1ln\u011b za rozumnou cenu. Proto podniky hledaj\u00ed jednoduch\u00e1 CRM. D\u0159\u00edve jsme tuto pot\u0159ebu nezaznamen\u00e1vali, proto\u017ee jsme \u00fazce spolupracovali s funk\u010dn\u011b v\u00fdkonn\u00fdm CRM. Otev\u0159en\u00ed p\u0159i\u0161lo, kdy\u017e jsme vydali n\u00e1\u0161 <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">jednoduch\u00fd ticketovac\u00ed syst\u00e9m ZEDLine Support<\/a><\/noindex>: klienti projevili z\u00e1jem p\u0159edev\u0161\u00edm jako o velmi jednoduch\u00e9 CRM (obchod jako po\u017eadavek, telefonn\u00ed slu\u017eby, n\u00e1klady na pr\u00e1ci, stavy \u2014 tohle \u010d\u00e1sti klient\u016f z mal\u00e9ho a mikro podnik\u00e1n\u00ed zcela sta\u010d\u00ed).\u00a0<\/p>\n<p>To je dobr\u00fd trend: od takov\u00e9 \"mal\u00e9\" automatizace se podnik d\u0159\u00edve \u010di pozd\u011bji dostane k velk\u00e9 a bude moci z\u00edsk\u00e1vat z n\u00ed to, co i v\u011bt\u0161\u00ed spole\u010dnosti, a tedy r\u016fst na z\u00e1klad\u011b anal\u00fdz, pracovat s KPI, \u0159\u00eddit obchodn\u00ed procesy. Jeden z nejlep\u0161\u00edch trend\u016f, kter\u00e9 jsme zaznamenali.\u00a0<\/p>\n<h2>Low code \u2014 past pro mana\u017eery<\/h2>\n<p>\nV roce 2019 se do sv\u011bta CRM vr\u00e1tilo pojmenov\u00e1n\u00ed low code. V z\u00e1sad\u011b to jsou ty stejn\u00e9 platformy, kter\u00e9 byly d\u0159\u00edve, ale kone\u010dn\u011b dostaly kr\u00e1sn\u00fd marketingov\u00fd n\u00e1zev. Designer proces\u016f s podporou notace BPMN? \u2014 To je low code! Vizualiza\u010dn\u00ed UI editor? \u2014 Low code. Obecn\u011b vzato, vizu\u00e1ln\u00ed editor obchodn\u00edch proces\u016f v na\u0161\u00ed RegionSoft CRM nebo nastaven\u00ed dotazn\u00edku v ticketovac\u00edm syst\u00e9mu ZEDLine Support \u2014 to v\u0161e je low code. Mimochodem, existuje je\u0161t\u011b jeden synonymum tohoto term\u00ednu \u2014 NO-code.<\/p>\n<p>Jsem p\u0159esv\u011bd\u010den, \u017ee v roce 2020 se toto t\u00e9ma bude d\u00e1l rozv\u00edjet. Mimochodem, pokud byste n\u00e1hodou cht\u011bli vid\u011bt skute\u010dn\u00fd low-code, pod\u00edvejte se na platformu Pega BPM, a p\u0159itom se pod\u00edvejte na jej\u00ed ceny a zhodno\u0165te, zda jsou va\u0161i zam\u011bstnanci schopni zvl\u00e1dnout tento low code. N\u011bkdy je snaz\u0161\u00ed nau\u010dit se programovac\u00ed jazyk \ud83d\ude42\u00a0<\/p>\n<p>Low code v\u00fdvoj zahrnuje mo\u017enost m\u011bnit informa\u010dn\u00ed syst\u00e9m na stran\u011b klienta bez zastaven\u00ed pracovn\u00edho procesu bez pou\u017eit\u00ed programovac\u00edho k\u00f3du (prost\u0159ednictv\u00edm vizu\u00e1ln\u00ed \"v\u00fdvoje\"). Jin\u00fdmi slovy, to je ta historka, kdy dodavatel prod\u00e1v\u00e1 CRM\/ERP s motivac\u00ed: \u201emana\u017ee\u0159i mohou sami modifikovat syst\u00e9m bez znalosti programov\u00e1n\u00ed\u201c. A zkou\u0161eli jste n\u011bkdy v BPMN vytvo\u0159it n\u011bco slo\u017eit\u011bj\u0161\u00edho ne\u017e line\u00e1rn\u00ed proces? A m\u00e1te r\u00e1di UML diagramy? Tak te\u010f, ani ne ka\u017ed\u00fd IT profesion\u00e1l je mor\u00e1ln\u011b p\u0159ipraven se t\u00edm zab\u00fdvat, nemluv\u011b o b\u011b\u017en\u00fdch mana\u017eerech, pro mnoh\u00e9 z nich\u017e se software spou\u0161t\u00ed \u201estisknut\u00edm na <i>pentagram<\/i> 1C.\u201d\u00a0\u00a0\u00a0\u00a0\u00a0<\/p>\n<p>Pro\u010d low code nen\u00ed ten trend, kter\u00fd pot\u0159ebujete?<\/p>\n<ul>\n<li>Aby se mohl mana\u017eer vyrovnat s konfigurac\u00ed low code, mus\u00ed zn\u00e1t minim\u00e1ln\u011b logiku (jako t\u00e9ma, ne jako rys my\u0161len\u00ed) a m\u00edt dovednosti v pr\u00e1ci s procesy. Jin\u00fdmi slovy, low code v\u00fdvoj\u00e1\u0159 by m\u011bl myslet jako v\u00fdvoj\u00e1\u0159. Jinak zabere mnoho \u010dasu se m\u00fdlit a zvl\u00e1dnout tento konstrukt.\n<\/li>\n<li>Nesm\u00ed v\u00e1m sta\u010dit pouze \"sestavit\" obchodn\u00ed proces, zpr\u00e1vu nebo modul \u2014 d\u016fle\u017eit\u00e9 je spr\u00e1vn\u011b jej zapracovat do logiky syst\u00e9mu, kter\u00fd p\u0159izp\u016fsobujete.\n<\/li>\n<li>S vysokou pravd\u011bpodobnost\u00ed se dostanete na placenou technickou podporu dodavatele, proto\u017ee v\u00e1m vzniknou ot\u00e1zky ohledn\u011b pr\u00e1ce s platformou low code, a ten v\u00e1m na n\u011b s radost\u00ed odpov\u00ed \u2014 za p\u0159\u00edplatek.\u00a0\n<\/li>\n<li>Va\u0161i zam\u011bstnanci str\u00e1v\u00ed pracovn\u00ed \u010das u\u010den\u00edm se platformy a samotn\u00fdm \"low code v\u00fdvojem\", a tento \u010das bude vyhrazen na \u00fakor hlavn\u00edch \u00fakol\u016f. Je lep\u0161\u00ed investovat pen\u00edze do zak\u00e1zkov\u00fdch \u00faprav od dodavatele a neodv\u00e1d\u011bt zam\u011bstnance od jejich pracovn\u00edch povinnost\u00ed. I kdy\u017e jste se pevn\u011b rozhodli p\u0159ej\u00edt na platformu low code, nejlep\u0161\u00edm \u0159e\u0161en\u00edm bude najmout nebo vy\u010dlenit na pr\u00e1ci s n\u00ed samostatn\u00e9ho \u010dlov\u011bka.\n<\/li>\n<li>Platforma low code je nic jin\u00e9ho ne\u017e konstruktor, ve kter\u00e9m je omezen\u00e1 sada kostek, d\u00edlk\u016f, kole\u010dek a figurk\u016f. Pokud budete cht\u00edt vytvo\u0159it z\u00e1sadn\u011b novou funkcionalitu, kterou pot\u0159ebujete pro sv\u00e9 obchodn\u00ed po\u017eadavky, budete muset ps\u00e1t skute\u010dn\u00fd k\u00f3d (a pravd\u011bpodobn\u011b kontaktovat dodavatele).\u00a0\n<\/li>\n<li>Platformy maj\u00ed mnoho omezen\u00ed ohledn\u011b integrac\u00ed, API, pr\u00e1ce s e-mailem atd. Budete muset \u0159e\u0161it tyto \u00fakoly mimo mo\u017enosti low code.\n<\/li>\n<\/ul>\n<p>\nNevylu\u010duji, \u017ee platformy low code pod ur\u010dit\u00fdm marketingov\u00fdm pozl\u00e1tkem se uk\u00e1\u017eou jako \u017eij\u00edc\u00ed trend pro podnikov\u00e9 CRM, ale spol\u00e9hat na n\u011b jako na explozivn\u00ed supernovu nebo l\u00e9k na v\u0161echny neduhy rozhodn\u011b nen\u00ed na m\u00edst\u011b. Sp\u00ed\u0161e jde o v\u00fdhodnou volbu pro mal\u00e9 projekty bez mo\u017enosti \u0161k\u00e1lov\u00e1n\u00ed a slo\u017eit\u00fdch obchodn\u00edch po\u017eadavk\u016f nebo, pokud se d\u00edv\u00e1me na drah\u00e1 \u0159e\u0161en\u00ed, pro firmy, kter\u00e9 maj\u00ed pen\u00edze na vynalo\u017een\u00ed na t\u00fdm v\u00fdvoj\u00e1\u0159\u016f (konstruktor\u016f) pro platformu low code.<\/p>\n<h2>Nepla\u010d, Alice, tv\u016fj \u010das je\u0161t\u011b nep\u0159i\u0161el.<\/h2>\n<p>\nVe sv\u00e9m p\u0159edpov\u011bdi na rok 2019 jsme p\u0159edpokl\u00e1dali, \u017ee hlasov\u00e9 technologie se dostanou do CRM syst\u00e9m\u016f, ale ve form\u011b: \u201eAliso, zavolej Sergeji Michajlovovi z LLC \u201eIstok\u201c. P\u0159edpov\u011b\u010f se splnila v nejhor\u0161\u00edm mo\u017en\u00e9m zp\u016fsobem: hlasov\u00ed asistenti se skute\u010dn\u011b dostali do dom\u00e1c\u00edch CRM syst\u00e9m\u016f, ale zat\u00edm mohou pouze vytv\u00e1\u0159et \u00fakoly \u2014 to je mnohem m\u00e9n\u011b inteligentn\u00ed \u00fakol, ne\u017e zavolat na hlas. Z\u016fst\u00e1v\u00e1me v\u0161ak p\u0159i sv\u00e9m n\u00e1zoru: zat\u00edm je hlasov\u00fd asistent v CRM syst\u00e9mu sp\u00ed\u0161e marketingov\u00fdm trikem a hra\u010dkou, horizont obchodn\u00ed hodnoty nen\u00ed z\u0159ejm\u00fd.\u00a0\u00a0<\/p>\n<h2>Funkce jen pro funkce zv\u00fd\u0161\u00ed n\u00e1klady na CRM<\/h2>\n<p>\nV obchodn\u00edm prost\u0159ed\u00ed IT spole\u010dnost\u00ed lze narazit na pojem obchodn\u00ed funkce (u\u017eite\u010dn\u00e1 funkcionalita, kter\u00e1 se dostane do vyd\u00e1n\u00ed) a produktov\u00e9 funkce (ne moc pot\u0159ebn\u00e1 v\u011bc, kter\u00e1 se snadno krm\u00ed publiku ve form\u011b tiskov\u00fdch zpr\u00e1v a novinek na specializovan\u00fdch str\u00e1nk\u00e1ch). Nap\u0159\u00edklad konstrukt\u00e9r obchodn\u00edch proces\u016f nebo pl\u00e1nova\u010d \u2014 to je d\u016fle\u017eit\u00e1 obchodn\u00ed funkce, zat\u00edmco m\u011b\u0159i\u010d pulsu nebo krokom\u011br v mobiln\u00ed verzi CRM \u2014 to je produktov\u00e1 funkce. V n\u011bkter\u00fdch podm\u00ednk\u00e1ch mohou takov\u00fdmi funkcemi b\u00fdt AI, VR nebo gamifikace \u2014 pokud nejsou aplikovateln\u00e9 na podnik\u00e1n\u00ed c\u00edlov\u00fdch z\u00e1kazn\u00edk\u016f. Bohu\u017eel, v letech 2018-2019 do\u0161lo doslova k n\u00e1valu takov\u00fdch funkc\u00ed: r\u016fzn\u00e9 CRM za\u010daly nab\u00edzet marketingov\u00e9 funkce (alespo\u0148 srozumiteln\u00e9!), zv\u00e1t renomovan\u00e9 obchodn\u00ed tren\u00e9ry jako partnery, realizovat podivn\u00e9 spolupr\u00e1ce. To v\u0161e stoj\u00ed pen\u00edze pro spole\u010dnosti a zjevn\u011b to vede k r\u016fstu n\u00e1klad\u016f na \u0159e\u0161en\u00ed pro koncov\u00e9ho z\u00e1kazn\u00edka.\u00a0<\/p>\n<p>Takov\u00fd p\u0159\u00edstup se stane trendov\u00fdm, proto\u017ee v\u00fdrazn\u011b usnad\u0148uje obchodn\u00ed \u00fakoly, umo\u017e\u0148uje proniknout do r\u016fzn\u00fdch m\u00e9di\u00ed a p\u0159i ve\u0161ker\u00e9 bezv\u00fdznamnosti se l\u00edb\u00ed spot\u0159ebitel\u016fm. Proto nebude rady \u2014 prost\u011b si pamatujte, \u017ee za ka\u017edou funkci, kter\u00e1 \u201e\u00fasm\u011bvn\u011b\u201c nebo \u201ehype\u201c zaplat\u00edte pr\u00e1v\u011b vy. Zase n\u00e1m to nen\u00ed poprv\u00e9 \u2014 p\u0159ece za takov\u00e9 v\u011bci v gadgetech, aplikac\u00edch a dokonce i v n\u00e1stroj\u00edch v\u00fdvoje plat\u00edme? \ud83d\ude42\u00a0\u00a0<\/p>\n<h2>Cloudy budou i nad\u00e1le r\u016fst. Rizika tak\u00e9<\/h2>\n<p>\nEuforie z pohodl\u00ed a dostupnosti cloudov\u00fdch technologi\u00ed se m\u011bn\u00ed na probl\u00e9my s bezpe\u010dnost\u00ed: na ochranu dat, konfigurac\u00ed a cloudov\u00e9 infrastruktury st\u00e1le v\u00edce p\u016fsob\u00ed vn\u011bj\u0161\u00ed \u00fatoky, \u017eiveln\u00e1 pohroma a dokonce i firemn\u00ed spory mezi hostingov\u00fdmi a datov\u00fdmi centry. T\u00edm p\u00e1dem t\u0159et\u00ed strana, kter\u00e1 je neviditeln\u011b p\u0159\u00edtomn\u00e1 v podnik\u00e1n\u00ed, kter\u00e9 m\u00e1 cloudov\u00fd software ve sv\u00e9 infrastruktu\u0159e, z\u00edsk\u00e1v\u00e1 v\u00e1hu a st\u00e1v\u00e1 se hmatatelnou a re\u00e1lnou hrozbou pro informa\u010dn\u00ed bezpe\u010dnost spole\u010dnosti.<\/p>\n<p>V roce 2020 je podivn\u00e9 se vzd\u00e1vat cloudov\u00fdch technologi\u00ed, a proto p\u0159ejd\u011bte na strategii diverzifikace rizik v informa\u010dn\u00ed bezpe\u010dnosti: uchov\u00e1vejte 2-3 kopie z\u00e1loh na r\u016fzn\u00fdch serverech, pro uchov\u00e1v\u00e1n\u00ed klientsk\u00e9 datab\u00e1ze a datab\u00e1ze obchod\u016f up\u0159ednostn\u011bte desktopov\u00e9 CRM (kter\u00e9 jsou um\u00edst\u011bny na va\u0161em serveru), sledujte bezpe\u010dnost pr\u00e1v p\u0159\u00edstupu. Pokud si s t\u00edmto nev\u00edte rady, po\u017e\u00e1dejte o nastaven\u00ed bezpe\u010dnostn\u00edho syst\u00e9mu extern\u00ed spole\u010dnost nebo va\u0161eho extern\u00edho administr\u00e1tora. Na bezpe\u010dnosti ne\u0161et\u0159ete \u2013 pot\u00ed\u017ee s n\u00ed v\u00e1s nakonec budou st\u00e1t v\u00edc.\u00a0<\/p>\n<h2>Hodnocen\u00ed budou i nad\u00e1le lh\u00e1t.<\/h2>\n<p>\nBohu\u017eel, v roce 2019 byly zve\u0159ejn\u011bny minim\u00e1ln\u011b dv\u011b objednan\u00e9 studie, kter\u00e9 p\u0159id\u011blily CRM syst\u00e9mu \u010d\u00edslo 1 nebo vedouc\u00ed roli na trhu. Tak\u00e9 bylo publikov\u00e1no \u0159ada t\u011bchto hodnocen\u00ed a p\u0159ehled\u016f a byla z\u0159\u00edzena cel\u00e1 pomp\u00e9zn\u00ed cena za rozd\u00e1v\u00e1n\u00ed slon\u016f. Mysl\u00edm, \u017ee tento trend se vr\u00e1til a z\u016fstane \u017eiv\u00fd. <noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/444676\/\">V\u011bt\u0161ina hodnocen\u00ed CRM l\u017ee.<\/a><\/noindex>Tak\u017ee testujte CRM, vyb\u00edrejte si sami a nezakl\u00e1dejte se na informac\u00edch, kter\u00e9 jsou naps\u00e1ny od mrtv\u00fdch \u00fa\u010dt\u016f VK nebo kter\u00e9 byly v\u00fdhodn\u011b \"vym\u00e1\u010dknuty\" dal\u0161\u00edm NII\u010cAVO.\u00a0<\/p>\n<p>Existuje je\u0161t\u011b n\u011bkolik specifick\u00fdch trend\u016f, kter\u00e9 budou m\u00edt vliv na trh CRM syst\u00e9m\u016f v Rusku: ot\u00e1zka um\u011bl\u00e9 inteligence a jej\u00ed popt\u00e1vky z\u016fst\u00e1v\u00e1 otev\u0159en\u00e1, trh je zapln\u011bn CRM syst\u00e9my \"na jeden den\", kter\u00e9 zkou\u0161\u00ed sv\u00e9 schopnosti samostatn\u011b nebo v partnersk\u00fdch s\u00edt\u00edch, z\u00fa\u017een\u00ed t\u011bchto partnersk\u00fdch s\u00edt\u00ed, n\u00edzk\u00e1 \u00farove\u0148 automatizace firem (odhadem \u2013 v Moskv\u011b kolem 8 %, v regionech je\u0161t\u011b ni\u017e\u0161\u00ed), n\u00edzk\u00e9 pov\u011bdom\u00ed u\u017eivatel\u016f atd. Ale to nejsou ud\u00e1losti roku 2020, sp\u00ed\u0161e trendy, se kter\u00fdmi budeme muset v\u0161ichni \u017e\u00edt.<\/p>\n<p>Celkov\u011b je trh s CRM \u017eiv\u00fd, spole\u010dnosti projevuj\u00ed z\u00e1jem o automatizaci, ch\u00e1pou jej\u00ed v\u00fdhody, hledaj\u00ed alternativy, porovn\u00e1vaj\u00ed a p\u0159em\u00fd\u0161l\u00ed. Tato automatizace se st\u00e1le v\u00edce jev\u00ed jako pot\u0159eba, nikoli jako m\u00f3dn\u00ed trend nebo \"proto\u017ee je to nutn\u00e9\". Pokra\u010dujeme v pr\u00e1ci.<\/p>\n<p><noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/index.php\"><img decoding=\"async\" alt=\"CRM 2020\" src=\"\/wp-content\/uploads\/2020\/01\/9735cedc28bce36a6061c9461ce04985.jpg\" style=\"display:block;margin: 0 auto;\" \/><\/a><\/noindex><br \/>\n<br \/>Zdroj: <a content=\"nofollow\" rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/485028\/\">habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"<p>IT-\u0441\u0444\u0435\u0440\u0430 \u2014 \u0448\u0442\u0443\u043a\u0430 \u043d\u0435\u0431\u043b\u0430\u0433\u043e\u0434\u0430\u0440\u043d\u0430\u044f \u0438 \u043f\u0440\u043e\u0433\u043d\u043e\u0437\u044b \u0442\u0443\u0442 \u0442\u0430\u043a\u0438\u0435 \u0436\u0435, \u043a\u0430\u043a\u00a0 \u0441 \u043f\u043e\u0433\u043e\u0434\u043e\u0439 \u043f\u0440\u043e\u0448\u043b\u044b\u043c \u043b\u0435\u0442\u043e\u043c, \u0432\u0441\u0451 \u0440\u0430\u0432\u043d\u043e \u0437\u0430\u043c\u0451\u0440\u0437\u043d\u0435\u0448\u044c. \u0418\u043b\u0438 \u043f\u0440\u043e\u043c\u043e\u043a\u043d\u0435\u0448\u044c. \u0418\u043b\u0438 \u0441\u043e\u043b\u043d\u0435\u0447\u043d\u044b\u0439 \u0443\u0434\u0430\u0440 \u0436\u0430\u0445\u043d\u0435\u0442. \u041d\u043e \u0441 \u043f\u0440\u0435\u0434\u0441\u043a\u0430\u0437\u0430\u043d\u0438\u044f\u043c\u0438 \u043d\u0430 2019, \u043a\u0430\u043a \u043f\u043e\u043a\u0430\u0437\u0430\u043b\u043e \u0432\u0440\u0435\u043c\u044f, \u0443 \u043d\u0430\u0441 \u0432\u044b\u0448\u043b\u043e \u043d\u0435\u043f\u043b\u043e\u0445\u043e, \u043f\u043e\u044d\u0442\u043e\u043c\u0443 \u043c\u044b \u0440\u0435\u0448\u0438\u043b\u0438 \u0440\u0430\u0441\u0441\u043a\u0430\u0437\u0430\u0442\u044c \u043e \u0442\u0440\u0435\u043d\u0434\u0430\u0445 CRM 2020, \u043a\u0430\u043a\u0438\u043c\u0438 \u043c\u044b \u0438\u0445 \u0432\u0438\u0434\u0438\u043c \u0434\u043b\u044f \u043c\u0430\u043b\u043e\u0433\u043e \u0438 \u0441\u0440\u0435\u0434\u043d\u0435\u0433\u043e \u0431\u0438\u0437\u043d\u0435\u0441\u0430. \u0423 \u043d\u0430\u0441 \u0438\u0445 [&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":[702],"tags":[],"class_list":["post-55585","post","type-post","status-publish","format-standard","hentry","category-news"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.3 - 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