{"id":69474,"date":"2020-02-19T20:42:19","date_gmt":"2020-02-19T17:42:19","guid":{"rendered":"https:\/\/prohoster.info\/blog\/nu-crm-i-crm-vsyo-proshhe-chem-vy-dumaete"},"modified":"2020-03-03T16:14:54","modified_gmt":"2020-03-03T13:14:54","slug":"nu-crm-i-crm-vsyo-proshhe-chem-vy-dumaete","status":"publish","type":"post","link":"https:\/\/prohoster.info\/cs\/blog\/administrirovanie\/nu-crm-i-crm-vsyo-proshhe-chem-vy-dumaete","title":{"rendered":"No CRM a CRM. V\u0161echno je jednodu\u0161\u0161\u00ed, ne\u017e si mysl\u00edte","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>Pamatujete si star\u00fd animovan\u00fd film o hrochovi, kter\u00fd se hrozn\u011b b\u00e1l vakc\u00edn a nakonec onemocn\u011bl infek\u010dn\u00ed \u017eloutenkou? Skv\u011bl\u00fd a pou\u010dn\u00fd kreslen\u00fd film pro d\u011bti, kter\u00e9 se boj\u00ed jedn\u00e9 injekce, zanechal za sc\u00e9nou z\u00e1sadn\u00ed pravdu: v nemocnici za\u010dne u pacienta se \u017eloutenkou skute\u010dn\u00e1 karusela injekc\u00ed, a to jak intraven\u00f3zn\u00edch, tak intramuskul\u00e1rn\u00edch. Tedy n\u00e1\u0161 velk\u00fd hroch se vlastn\u011b vyhnul jednomu nep\u0159\u00edjemn\u00e9mu momentu a na opl\u00e1tku dostal p\u00e1r t\u00fddn\u016f mu\u010den\u00ed (v jeho ch\u00e1p\u00e1n\u00ed).\u00a0<\/p>\n<p>U\u017e jste zvedli o\u010di k nadpisu, abyste si je\u0161t\u011b jednou p\u0159ipomn\u011bli, o \u010dem je \u010dl\u00e1nek a co m\u00e1 \u017elut\u00fd hroch spole\u010dn\u00e9ho? V\u0161echno je v po\u0159\u00e1dku, jsme zdrav\u00ed (pravd\u011bpodobn\u011b). Jde o to, \u017ee chov\u00e1n\u00ed t\u00e9to animovan\u00e9 postavy p\u0159ipom\u00edn\u00e1 chov\u00e1n\u00ed mana\u017eer\u016f mal\u00e9ho podnik\u00e1n\u00ed, kte\u0159\u00ed p\u0159em\u00fd\u0161lej\u00ed o zaveden\u00ed CRM: \u201eE, je\u0161t\u011b to odlo\u017e\u00edm, co mi bude! N\u011bkdy jindy.\u201c A symptomy se zat\u00edm vyv\u00edjej\u00ed, \u010das ub\u00edh\u00e1, perspektivy se rozmaz\u00e1vaj\u00ed.<\/p>\n<p><noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/488856\/\"><img decoding=\"async\" alt=\"No CRM a CRM. V\u0161echno je jednodu\u0161\u0161\u00ed, ne\u017e si mysl\u00edte\" src=\"\/wp-content\/uploads\/2020\/02\/5d1debb92526aacc088d3ab0bad7687b.jpg\" style=\"display:block;margin: 0 auto;\" \/><\/a><\/noindex><br \/>\n<i>Z\u00e1b\u011br z animovan\u00e9ho filmu \u201eO hrochovi, kter\u00fd se b\u00e1l vakc\u00edn\u201c, verze pro CRM<\/i><br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><\/p>\n<h2>Ahoj, mal\u00e9 podnik\u00e1n\u00ed<\/h2>\n<p>\nTak\u017ee si p\u0159edstavme jednoduchou situaci: je zde mal\u00e9 podnik\u00e1n\u00ed (v jak\u00e9koli oblasti, a\u0165 u\u017e IT, agentura nebo v\u00fdroba) a jeho vedouc\u00ed. Podnik\u00e1n\u00ed funguje a p\u0159in\u00e1\u0161\u00ed p\u0159\u00edjem, av\u0161ak vedouc\u00ed m\u00e1 neust\u00e1le bolest hlavy kv\u016fli nekone\u010dn\u00fdm drobn\u00fdm probl\u00e9m\u016fm: prodejci se vzd\u00e1lili od rukou, neust\u00e1le zapom\u00ednaj\u00ed na klienty, obchody se neuzav\u00edraj\u00ed, ale vis\u00ed na prvn\u00edm rozhovoru, vy\u0159izov\u00e1n\u00ed dokumentace zab\u00edr\u00e1 spoustu \u010dasu. A zd\u00e1 se, \u017ee pr\u00e1ce jde do plusu, ale je to hrozn\u011b nap\u00ednav\u00e9.\u00a0<\/p>\n<h2>Jak\u00e9 rizika nese?<\/h2>\n<p><\/p>\n<ul>\n<li>Riziko ztracen\u00e9ho obchodu \u2014 kv\u016fli zapomenut\u00fdm sch\u016fzk\u00e1m, telefon\u00e1t\u016fm a e-mail\u016fm, kv\u016fli prodlev\u00e1m ve slu\u017eb\u011b nebo vystaven\u00ed faktury atd. Je t\u0159eba ch\u00e1pat, \u017ee ve sv\u011bt\u011b v\u0161udyp\u0159\u00edtomn\u00e9ho internetu se o va\u0161ich probl\u00e9mech se slu\u017ebami potenci\u00e1ln\u00ed klienti dozv\u011bd\u00ed rychleji, ne\u017e obvykle nap\u00ed\u0161ete tiskovou zpr\u00e1vu o dal\u0161\u00ed ud\u00e1losti ve spole\u010dnosti (k tomu se mimochodem nazd\u00e1vejte, je to zbyte\u010dn\u00e1 ztr\u00e1ta \u010dasu).\n<\/li>\n<li>Riziko neloaj\u00e1ln\u00edch klient\u016f \u2014 st\u00e1vaj\u00edc\u00ed klienti mohou p\u0159ej\u00edt do t\u00e1bora neloaj\u00e1ln\u00edch kv\u016fli nedostate\u010dn\u011b personalizovan\u00e9 komunikaci, probl\u00e9m\u016fm s mana\u017eery nebo n\u00edzk\u00e9 rychlosti reakce na dotaz. A konkurenti u\u017e takov\u00e9 klienty p\u0159itahuj\u00ed za ruku. A za kapsu.\u00a0\n<\/li>\n<li>Riziko ztr\u00e1ty \u010d\u00e1sti dat nebo cel\u00e9 datab\u00e1ze z\u00e1kazn\u00edk\u016f p\u0159edstavuje v\u00e1\u017en\u00e9 nebezpe\u010d\u00ed pro cenn\u00fd majetek. N\u011bjak\u00fdm zp\u016fsobem se mal\u00e9 podniky je\u0161t\u011b nenau\u010dily po\u010d\u00edtat hodnotu dat a z\u00e1kaznick\u00e9 z\u00e1kladny, n\u00e1klady na z\u00edsk\u00e1n\u00ed a udr\u017een\u00ed z\u00e1kazn\u00edk\u016f, souhrnnou hodnotu kontakt\u016f. Ale existuj\u00ed ti, kte\u0159\u00ed to v\u0161e um\u011bj\u00ed spo\u010d\u00edtat a prodat. Je velmi pravd\u011bpodobn\u00e9, \u017ee va\u0161i zam\u011bstnanci si odvedou jak datab\u00e1zi, tak z\u00e1kazn\u00edky, kdy\u017e p\u0159ejdou k konkurenci. Krom\u011b toho mohou neuspo\u0159\u00e1dan\u00e1 a nestrukturovan\u00e1 data snadno samy o sob\u011b ztratit, co\u017e je je\u0161t\u011b smutn\u011bj\u0161\u00ed.\n<\/li>\n<li>Riziko nespr\u00e1vn\u00e9ho reportov\u00e1n\u00ed a chybov\u00fdch rozhodnut\u00ed. Mus\u00edte v\u011b\u0159it t\u011bm zpr\u00e1v\u00e1m, kter\u00e9 v\u00e1m poskytuj\u00ed zam\u011bstnanci, a ti je d\u011blaj\u00ed r\u016fzn\u00fdmi zp\u016fsoby: n\u011bkdo pe\u010dliv\u011b, n\u011bkdo narychlo, n\u011bkdo n\u00e1hodn\u011b, n\u011bkdo podle inspirace. Tak\u017ee p\u0159edstava o situaci je pr\u016fm\u011brn\u00e1 a rozhodnut\u00ed na jej\u00edm z\u00e1klad\u011b tedy nespr\u00e1vn\u00e1.\u00a0\n<\/li>\n<\/ul>\n<p>\n<i>P\u0159\u00edklad z praxe. Spole\u010dnost vyr\u00e1b\u011bla ml\u00e9\u010dn\u00e9 v\u00fdrobky a prodeje zaji\u0161\u0165ovalo dealersk\u00e9 odd\u011blen\u00ed. Shroma\u017e\u010fovat data od prodejn\u00edch m\u00edst se nikomu necht\u011blo, n\u011bkter\u00e1 vlastn\u00ed m\u00edsta ani nevedla evidenci. Kreslili p\u0159ibli\u017en\u00e9 \u010d\u00edsla, marketing spou\u0161t\u011bl akci za akc\u00ed, zm\u011bnil obal. Velk\u00e9 s\u00edt\u011b p\u0159estaly br\u00e1t t\u0159i n\u00e1zvy v\u00fdrobk\u016f, objevily se st\u00ed\u017enosti na vysok\u00e9 zbytky. To by tak pokra\u010dovalo d\u00e1l, kdyby vedouc\u00ed v\u00fdroby n\u00e1hodou nesly\u0161ela od prodejce v kiosku u z\u00e1vodu, \u017ee tyto t\u0159i n\u00e1zvy se p\u0159estaly br\u00e1t. Provedli anal\u00fdzu, dotazn\u00edky, sestavili fokusn\u00ed skupinu \u2014 uk\u00e1zalo se, \u017ee produkt konkurenta vyhr\u00e1val jak cenou, tak chu\u0165ov\u00fdmi p\u0159\u00edsadami (ovocn\u00fdmi n\u00e1pln\u011bmi). Zakoupili \u201elahodn\u00e9\u201c n\u00e1pln\u011b, zm\u011bnili technologii, jeden v\u00fdrobek st\u00e1hli z v\u00fdroby \u2014 s\u00edt\u011b za\u010daly br\u00e1t produkt a objem prodeje vzrostl. A n\u00e1klady na technologick\u00e9 zm\u011bny p\u0159edstavovaly t\u0159etinu n\u00e1klad\u016f marketingov\u00fdch akc\u00ed na propagaci \u201emrtv\u00fdch produkt\u016f\u201c.\u00a0\u00a0<\/i><\/p>\n<ul>\n<li>Riziko \"byznysu v byznysu\" je nebezpe\u010dn\u00fd symptom v mal\u00e9m podnik\u00e1n\u00ed. Zam\u011bstnanci, pohybuj\u00edc\u00ed se v mal\u00e9m kolektivu, maj\u00ed dojem, \u017ee u\u017e znaj\u00ed v\u0161echny triky a pono\u0159ili se do detail\u016f veden\u00ed byznysu a za\u010d\u00ednaj\u00ed budovat firmu uvnit\u0159 firmy zam\u011bstnavatele, nap\u0159\u00edklad uzav\u00edr\u00e1n\u00edm smluv s klienty p\u0159\u00edmo nebo poskytov\u00e1n\u00edm dal\u0161\u00edch slu\u017eeb mimo firmu. To nejen\u017ee od\u010derp\u00e1v\u00e1 pen\u00edze firm\u011b, ale tak\u00e9 produkuje zcela neu\u017eite\u010dn\u00e9 zam\u011bstnance: t\u00e9m\u011b\u0159 ve\u0161ker\u00fd sv\u016fj pracovn\u00ed \u010das tr\u00e1v\u00ed \u201esv\u00fdm podnik\u00e1n\u00edm\u201c. Mimochodem, to je b\u011b\u017en\u00e1 situace pro IT sf\u00e9ru.\n<\/li>\n<\/ul>\n<p>\nToto je souhrnn\u00e9 riziko u\u0161l\u00e9ho zisku - ka\u017ed\u00e9 z rizik od\u010derp\u00e1v\u00e1 n\u011bjakou \u010d\u00e1st pen\u011bz, kter\u00e9 mohla firma vyd\u011blat. Pokud k tomu p\u0159id\u00e1me reputa\u010dn\u00ed riziko a zdroje vynalo\u017een\u00e9 na p\u0159ekon\u00e1n\u00ed probl\u00e9m\u016f, vznik\u00e1 zcela nesnesiteln\u00e1 z\u00e1t\u011b\u017e pro mal\u00e9 podnik\u00e1n\u00ed.<\/p>\n<p><img decoding=\"async\" alt=\"No CRM a CRM. V\u0161echno je jednodu\u0161\u0161\u00ed, ne\u017e si mysl\u00edte\" src=\"\/wp-content\/uploads\/2020\/02\/14014ab809fe74e1f509646b49ad3b80.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<\/p>\n<h2>Jak mu m\u016f\u017eeme pomoci?<\/h2>\n<p>\nA\u0165 se v\u00e1m stane cokoliv, v\u017edy existuj\u00ed minim\u00e1ln\u011b dv\u011b v\u00fdchodiska. V p\u0159\u00edpad\u011b \u0159\u00edzen\u00ed mal\u00e9ho podnik\u00e1n\u00ed je v\u0161ak v\u00fdb\u011br v\u00fdchodisek mnohem \u0161ir\u0161\u00ed.<\/p>\n<h4>Opat\u0159en\u00ed, kter\u00e9 lze p\u0159ijmout<\/h4>\n<p><\/p>\n<h4>V\u00fdhody<\/h4>\n<p><\/p>\n<h4>Nev\u00fdhody<\/h4>\n<p><\/p>\n<p>Rozpustit autokracii a despotismus ve firm\u011b<\/p>\n<ul>\n<li>Rychl\u00e9 zaveden\u00ed opat\u0159en\u00ed.\n<\/li>\n<li>Rychl\u00e1 reakce na vliv - zam\u011bstnanci na n\u011bjakou dobu \"zti\u0161\u00ed\" a za\u010dnou pracovat.\u00a0\n<\/li>\n<li>Form\u00e1ln\u011b - bez n\u00e1klad\u016f.\n<\/li>\n<\/ul>\n<p><\/p>\n<ul>\n<li>Negativn\u00ed zp\u011btn\u00e1 reakce.\n<\/li>\n<li>Mohou nastat propou\u0161t\u011bn\u00ed v d\u016fsledku zm\u011bny situace.\n<\/li>\n<li>Psychologicky n\u00e1ro\u010dn\u00fd z\u00e1\u017eitek, zejm\u00e9na pokud to nen\u00ed ve va\u0161\u00ed povaze.\n<\/li>\n<li>Kr\u00e1tkodob\u00fd vliv.\n<\/li>\n<\/ul>\n<p><\/p>\n<p>Prov\u00e9st hromadnou demotivaci (odebr\u00e1n\u00ed pr\u00e9mi\u00ed, propou\u0161t\u011bn\u00ed)<\/p>\n<ul>\n<li>\u00da\u010dinn\u00e9 a znepokojuj\u00edc\u00ed opat\u0159en\u00ed.\n<\/li>\n<li>Kr\u00e1tkodob\u00e1 \u00faspora pen\u011bz.\n<\/li>\n<li>N\u00e1r\u016fst transparentnosti pr\u00e1ce.\n<\/li>\n<\/ul>\n<p><\/p>\n<ul>\n<li>Propou\u0161t\u011bn\u00ed a reputa\u010dn\u00ed riziko ve vn\u011bj\u0161\u00edm prost\u0159ed\u00ed.\n<\/li>\n<li>Pr\u00e1vn\u00ed riziko (\u017ealoby, kontroly).\n<\/li>\n<li>Ned\u016fv\u011bra ze strany zam\u011bstnanc\u016f.\n<\/li>\n<li>Rychl\u00fd n\u00e1r\u016fst donositelstv\u00ed (aby zakryli sv\u00e9 z\u00e1le\u017eitosti).\n<\/li>\n<\/ul>\n<p><\/p>\n<p>Zav\u00e9st syst\u00e9my vnit\u0159n\u00ed kontroly*<\/p>\n<p>*nejhor\u0161\u00ed opat\u0159en\u00ed, kter\u00e9 m\u016f\u017eete vymyslet<\/p>\n<ul>\n<li>Transparentnost v\u011bt\u0161iny \u010din\u016f zam\u011bstnanc\u016f.\n<\/li>\n<li>N\u00e1r\u016fst zapojen\u00ed zam\u011bstnanc\u016f do pr\u00e1ce.\n<\/li>\n<\/ul>\n<p><\/p>\n<p>Ve\u0161ker\u00e9 opat\u0159en\u00ed - \u010dist\u00fd minus. Takov\u00e1 m\u00edra ned\u016fv\u011bry k zam\u011bstnanc\u016fm je \u0161kodliv\u00e1 pro firmu a s \u010dasem povede jak k ztr\u00e1t\u011b sebed\u016fv\u011bry uct\u00edvaj\u00edc\u00edch se pracovn\u00edk\u016f, tak k neust\u00e1l\u00fdm pokus\u016fm o \"hacknut\u00ed\" syst\u00e9mu.\u00a0<\/p>\n<p>Zab\u00fdvat se mikro\u0159\u00edzen\u00ed na trval\u00e9 b\u00e1zi**<\/p>\n<p>**kr\u00e1tkodob\u00e9 krizov\u00e9 opat\u0159en\u00ed<\/p>\n<ul>\n<li>Maxim\u00e1ln\u00ed kontrola v\u0161ech \u00fakol\u016f.\n<\/li>\n<li>Dodr\u017eov\u00e1n\u00ed term\u00edn\u016f a z\u00e1vazk\u016f.\n<\/li>\n<li>R\u016fst pozornosti zam\u011bstnanc\u016f.\n<\/li>\n<li>\u017d\u00e1dn\u00e9 v\u00fdrazn\u00e9 rychl\u00e9 negativn\u00ed reakce.\n<\/li>\n<\/ul>\n<p><\/p>\n<ul>\n<li>Vysok\u00e1 \u00farove\u0148 stresu ve spole\u010dnosti \u2014 u v\u0161ech.\n<\/li>\n<li>V\u0161echen \u010das se v\u011bnuje p\u0159epracov\u00e1v\u00e1n\u00ed \u00fakol\u016f a neust\u00e1l\u00e9 kontrole.\n<\/li>\n<li>Mnoho konflikt\u016f v t\u00fdmu.\u00a0\n<\/li>\n<li>Sn\u00ed\u017een\u00ed iniciativy zam\u011bstnanc\u016f.\n<\/li>\n<\/ul>\n<p><\/p>\n<p>Zav\u00e9st (a pou\u017e\u00edvat!) <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">CRM a dal\u0161\u00ed podnikov\u00fd software<\/a><\/noindex><\/p>\n<ul>\n<li>Maxim\u00e1ln\u00ed a <i>neviditeln\u00fd<\/i> kontrola v\u0161ech \u00fakol\u016f.\n<\/li>\n<li>Evidov\u00e1n\u00ed klientsk\u00e9 datab\u00e1ze a uchov\u00e1v\u00e1n\u00ed dat.\n<\/li>\n<li>Aktu\u00e1ln\u00ed a p\u0159esn\u00e9 reporty.\n<\/li>\n<li>Automatizovan\u00e9 procesy.\n<\/li>\n<li>Sn\u00ed\u017een\u00ed n\u00e1klad\u016f na rutinn\u00ed \u00fakoly atd.\n<\/li>\n<\/ul>\n<p><\/p>\n<ul>\n<li>Obt\u00ed\u017ee se zaveden\u00edm a \u0161kolen\u00edm.\n<\/li>\n<li>Existuje doba n\u00e1vratnosti.\n<\/li>\n<li>Efekt zaveden\u00ed je odlo\u017een na 3-6 m\u011bs\u00edc\u016f.\n<\/li>\n<li>Odpor skupin zam\u011bstnanc\u016f.\n<\/li>\n<li>Finan\u010dn\u00ed v\u00fddaje na projekt.\n<\/li>\n<\/ul>\n<p><\/p>\n<p>Zav\u00e9st syst\u00e9m KPI \u2014 kl\u00ed\u010dov\u00fdch ukazatel\u016f v\u00fdkonnosti<\/p>\n<ul>\n<li>Jasn\u00e9 hranice odpov\u011bdnosti a povinnost\u00ed.\n<\/li>\n<li>Ka\u017ed\u00fd zam\u011bstnanec zn\u00e1 sv\u00e9 c\u00edlov\u00e9 ukazatele.\n<\/li>\n<li>Pr\u016fhlednost pracovn\u00edch proces\u016f.\n<\/li>\n<li>M\u011b\u0159itelnost v\u00fdsledk\u016f.\n<\/li>\n<li>Vysok\u00e1 \u00farove\u0148 sebekontroly.\n<\/li>\n<\/ul>\n<p><\/p>\n<ul>\n<li>Nep\u0159ijet\u00ed zam\u011bstnanci.\n<\/li>\n<li>Pokud syst\u00e9m nen\u00ed vyv\u00e1\u017een\u00fd a hrub\u011b realizovan\u00fd \u2014 negativn\u00ed v\u00fdsledky pou\u017eit\u00ed.\n<\/li>\n<li>KPI nevyhovuj\u00ed v\u0161em zam\u011bstnanc\u016fm.\n<\/li>\n<\/ul>\n<p><\/p>\n<p>Zav\u00e9st nov\u00e9 zp\u016fsoby komunikace: p\u011btiminutovky, sch\u016fzky, setk\u00e1n\u00ed, brainstormingy atd.<\/p>\n<ul>\n<li>P\u0159\u00edm\u00fd a otev\u0159en\u00fd dialog zam\u011bstnanc\u016f a vedouc\u00edho.\n<\/li>\n<li>V\u0161eobecn\u00e1 informovanost.\n<\/li>\n<li>Vysok\u00e1 rychlost rozhodov\u00e1n\u00ed.\n<\/li>\n<li>Generace netradi\u010dn\u00edch n\u00e1pad\u016f.\n<\/li>\n<li>Atmosf\u00e9ra d\u016fv\u011bry a p\u0159\u00e1telstv\u00ed.\n<\/li>\n<\/ul>\n<p><\/p>\n<p>Ztr\u00e1ty \u010dasu.<\/p>\n<p>Zdegenerov\u00e1n\u00ed sch\u016fzek na formalitu.<\/p>\n<p>Zam\u011b\u0159en\u00ed pozornosti na aktivn\u00ed zam\u011bstnance (ale ne v\u017edy na nejefektivn\u011bj\u0161\u00ed).<\/p>\n<p>Zm\u011bnit p\u0159\u00edstupy komplexn\u011b:<\/p>\n<ul>\n<li>zav\u00e9st nov\u00e9 zp\u016fsoby komunikace\n<\/li>\n<li><noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">zav\u00e9st CRM<\/a><\/noindex>\n<\/li>\n<li>rozvinout podnikovou kulturu\n<\/li>\n<li>zav\u00e9st KPI\n<\/li>\n<\/ul>\n<p><\/p>\n<ul>\n<li>Rychl\u00fd pozitivn\u00ed kumulativn\u00ed efekt.\u00a0\n<\/li>\n<li>Drastick\u00fd p\u0159echod k intenzivn\u00edmu rozvoji.\n<\/li>\n<li>Na \u201eh\u00fdbat se\u201c ve spole\u010dnosti povzbud\u00ed a spoj\u00ed zam\u011bstnance na principu \u201eoto\u010dili jsme to k lep\u0161\u00edmu\u201c.\u00a0\u00a0\u00a0\n<\/li>\n<\/ul>\n<p><\/p>\n<ul>\n<li>Je nutn\u00e9 vy\u010dlenit \u010das a zdroje na aktualizaci, zaveden\u00ed, testov\u00e1n\u00ed zm\u011bn.\n<\/li>\n<li>Pot\u0159ebujeme glob\u00e1ln\u00ed refaktoring proces\u016f.\n<\/li>\n<li>Proti zm\u011bn\u00e1m ur\u010dit\u011b budou odp\u016frci.\n<\/li>\n<\/ul>\n<p><\/p>\n<p> Jasn\u011b jednozna\u010dn\u00e1 \u0159e\u0161en\u00ed neexistuj\u00ed, pravd\u011bpodobn\u011b se hod\u00ed kombinace n\u011bkolika z nich, kter\u00e9 jsou vhodn\u00e9 pro konkr\u00e9tn\u00ed spole\u010dnost. Nicm\u00e9n\u011b jsou zde prvky, kter\u00e9 neubl\u00ed\u017e\u00ed v jak\u00fdchkoli zm\u011bn\u00e1ch: nap\u0159\u00edklad automatizace operativn\u00ed pr\u00e1ce a \u0159\u00edzen\u00ed zdroj\u016f (CRM, ERP, syst\u00e9m \u0159\u00edzen\u00ed projekt\u016f, ticketa\u010dn\u00ed syst\u00e9m atd.) nebo zav\u00e1d\u011bn\u00ed KPI (rozumn\u00e9, flexibiln\u00ed a postupn\u00e9). O KPI jsme podrobn\u011b hovo\u0159ili <noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/308800\/\">zde<\/a><\/noindex> a <noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/422241\/\">zde<\/a><\/noindex>, a o CRM jsme je\u0161t\u011b v <noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/users\/axelus\/posts\/\">80 \u010dl\u00e1nc\u00edch<\/a><\/noindex> \ud83d\ude42 Budeme se bavit i v 81., tentokr\u00e1t o maxim\u00e1ln\u011b jednoduch\u00e9m zav\u00e1d\u011bn\u00ed <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">CRM syst\u00e9my<\/a><\/noindex>.\u00a0<\/p>\n<h1>CRM nen\u00ed kouzeln\u00e1 pilulka, ale prost\u011b n\u00e1stroj<\/h1>\n<p>\nDodavatel\u00e9 CRM syst\u00e9m\u016f r\u00e1di vypr\u00e1v\u011bj\u00ed o tom, jak CRM zvy\u0161uje prodeje dvakr\u00e1t, sni\u017euje pot\u0159ebu zam\u011bstnanc\u016f o \u010dtvrtinu a tak\u00e9 d\u011bl\u00e1 vlasy jemn\u00e9 a hedv\u00e1bn\u00e9. Ne, takhle to nefunguje. Vy si vyberete a koup\u00edte CRM syst\u00e9m, za\u010dnete jej zav\u00e1d\u011bt a z\u00e1rove\u0148 pou\u017e\u00edvat, \u0161kol\u00edte zam\u011bstnance, p\u0159ekon\u00e1v\u00e1te negativn\u00ed n\u00e1lady a reakce a teprve po minim\u00e1ln\u011b \u0161esti m\u011bs\u00edc\u00edch za\u010d\u00edn\u00e1te poci\u0165ovat pokrok. Ale jak\u00fd to je pokrok! Tak\u017ee podle v\u00fdzkumu a anal\u00fdzy Salesforce vid\u00ed podniky, kter\u00e9 pou\u017e\u00edvaj\u00ed CRM software, zv\u00fd\u0161en\u00ed prodeje o 29 %, zv\u00fd\u0161en\u00ed produktivity prodeje o 34 % a p\u0159esnost p\u0159edpov\u011bdi prodeje o 42 %. \u010c\u00edsla vypadaj\u00ed zcela re\u00e1ln\u011b i pro rusk\u00e9 spole\u010dnosti. Ale je\u0161t\u011b jednou, to ned\u011bl\u00e1 CRM, ale zam\u011bstnanci spole\u010dnosti, kte\u0159\u00ed se nau\u010dili pou\u017e\u00edvat CRM.\u00a0<\/p>\n<h2>Co m\u016f\u017ee CRM<\/h2>\n<p><\/p>\n<ul>\n<li><noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">CRM syst\u00e9m<\/a><\/noindex> sdru\u017euje na jedin\u00e9 platform\u011b prakticky v\u0161echny business entity: \u00fadaje o z\u00e1kazn\u00edc\u00edch a transakc\u00edch, obchodn\u00ed procesy, reporty, dokumentaci, finan\u010dn\u00ed zabezpe\u010den\u00ed, spr\u00e1vu skladu, pl\u00e1nov\u00e1n\u00ed, telefonii atd. T\u00edmto zp\u016fsobem z\u00edsk\u00e1te nejen tabulku s hromadou dat, ale propojenou slo\u017eitou strukturu, ze kter\u00e9 lze kdykoli vyzvednout jak\u00e9koli \u00fadaje a anal\u00fdzy (nap\u0159\u00edklad v <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">RegionSoft CRM<\/a><\/noindex> 100+ hotov\u00fdch reportech a je\u0161t\u011b m\u016f\u017eete vytvo\u0159it neomezen\u00e9 mno\u017estv\u00ed sv\u00fdch vlastn\u00edch).\u00a0\n<\/li>\n<li>CRM zlep\u0161uje vztahy se z\u00e1kazn\u00edky. Va\u0161i zam\u011bstnanci v\u017edy v\u011bd\u00ed, kdo vol\u00e1 (na obrazovce se objev\u00ed karta spole\u010dnosti), vid\u00ed \u00faplnou historii klienta, d\u00edky p\u0159ipom\u00ednk\u00e1m a upozorn\u011bn\u00edm v rozhran\u00ed nezapomenou na \u017e\u00e1dn\u00fd kontakt, rychle realizuj\u00ed objedn\u00e1vky, vystavuj\u00ed faktury a vytv\u00e1\u0159ej\u00ed bal\u00ed\u010dek uzav\u00edraj\u00edc\u00edch dokument\u016f. A to v\u0161e v jednom rozhran\u00ed \u2014 tedy v RegionSoft CRM je to realizov\u00e1no pr\u00e1v\u011b takto.\n<\/li>\n<li>CRM registruje a uchov\u00e1v\u00e1 v\u0161echny pot\u0159ebn\u00e9 informace pro podnik\u00e1n\u00ed. \u010c\u00e1st informac\u00ed zam\u011bstnanci zad\u00e1vaj\u00ed ru\u010dn\u011b, \u010d\u00e1st p\u0159ich\u00e1z\u00ed z chatu na webu, formul\u00e1\u0159\u016f \u017e\u00e1dosti na webu atd. V\u0161echny informace jsou ulo\u017eeny ve vz\u00e1jemn\u011b propojen\u00fdch tabulk\u00e1ch a d\u00edky rozd\u011blen\u00ed p\u0159\u00edstupov\u00fdch pr\u00e1v a z\u00e1lohov\u00e1n\u00ed jsou spolehliv\u011b chr\u00e1n\u011bny p\u0159ed po\u0161kozen\u00edm a z\u00edsk\u00e1n\u00edm dat, kter\u00e1 neodpov\u00eddaj\u00ed pracovn\u00edm pot\u0159eb\u00e1m zam\u011bstnance.\n<\/li>\n<li>CRM usnad\u0148uje pr\u00e1ci s dokumentac\u00ed \u2014 co\u017e je nejv\u00edce \u00fanavn\u00e1 a pracn\u00e1 \u010dinnost v obchod\u011b. Nav\u00edc \u00fakoly a mikro\u00fakoly spojen\u00e9 s dokumentac\u00ed lze za\u010dlenit do automatizovan\u00fdch obchodn\u00edch proces\u016f a uvnit\u0159 nich vytv\u00e1\u0159et v\u0161echny pot\u0159ebn\u00e9 dokumenty v prav\u00fd \u010das v uspo\u0159\u00e1dan\u00fdch ti\u0161t\u011bn\u00fdch form\u00e1tech.\n<\/li>\n<li>CRM (okam\u017eit\u011b nebo postupn\u011b) m\u016f\u017ee b\u00fdt nastavena a upravena podle pot\u0159eb spole\u010dnosti, je snadno \u0161k\u00e1lovateln\u00e1 spolu s r\u016fstem podnik\u00e1n\u00ed. Samoz\u0159ejm\u011b, pokud jde o vysp\u011bl\u00e9 CRM, kter\u00e9 se vyv\u00edjej\u00ed mnoho let a ne na kolen\u011b, ale s ohledem na d\u016fkladn\u00e9 zkoum\u00e1n\u00ed popt\u00e1vky a na kvalitn\u00edm technologick\u00e9m stacku. CRM od freelancera Va\u0161i Ivanova za 30 000 rubl\u016f toho nen\u00ed schopna (ostatn\u011b jako v\u0161e ostatn\u00ed z tohoto seznamu).\u00a0\n<\/li>\n<\/ul>\n<p><\/p>\n<h2>Co CRM nedok\u00e1\u017ee<\/h2>\n<p><\/p>\n<ul>\n<li>Prod\u00e1vat za v\u00e1s a za va\u0161e zam\u011bstnance. Nen\u00ed to um\u011bl\u00e1 inteligence, nen\u00ed to robot (v b\u011b\u017en\u00e9m smyslu tohoto slova), nen\u00ed to \u010dlov\u011bk, ale pouze software, spousta logiky napsan\u00e9 \u010dlov\u011bkem pod rozhran\u00edm. To znamen\u00e1, \u017ee ji mus\u00edte otev\u0159\u00edt a pracovat \u2014 pak bude i v\u00fdsledek na dosah. Fakt, \u017ee jste si zakoupili a nainstalovali software, neznamen\u00e1 nic jin\u00e9ho ne\u017e fakt n\u00e1kupu a instalace \u2014 nen\u00ed t\u0159eba b\u00fdt p\u0159\u00edznivci cargo kultu.\u00a0\n<\/li>\n<li>Pr\u00e1v\u011b z t\u011bchto d\u016fvod\u016f CRM nem\u016f\u017ee nahradit \u010dlov\u011bka \u2014 pouze jej u\u010dinit produktivn\u011bj\u0161\u00edm a uvolnit ho od rutinn\u00ed pr\u00e1ce.\n<\/li>\n<li>Zradit v\u00e1s. Samotn\u00fd CRM syst\u00e9m (i kdy\u017e cloudov\u00fd nebo mobiln\u00ed) s\u00e1m o sob\u011b nevyd\u00e1 data va\u0161im konkurent\u016fm, neprod\u00e1 z\u00e1kaznickou datab\u00e1zi a neode\u017eene klienty. Informa\u010dn\u00ed bezpe\u010dnost nen\u00ed ochrana p\u0159ed technologiemi, ale p\u0159ed technologiemi v rukou \u010dlov\u011bka.\u00a0\n<\/li>\n<\/ul>\n<p><\/p>\n<h2>Vezm\u011bte a implementujte<\/h2>\n<p>\nO komplikovan\u00fdch sch\u00e9matech implementace jsme u\u017e n\u011bkolikr\u00e1t hovo\u0159ili a dokonce <noindex><a rel=\"nofollow\" href=\"http:\/\/bit.ly\/2Ju44Y1\">nakreslili speci\u00e1ln\u00ed PDF dokument,<\/a><\/noindex>, kter\u00fd si m\u016f\u017eete st\u00e1hnout, vytisknout a realizovat jako krok za krokem strategii. Nicm\u00e9n\u011b toto sch\u00e9ma a samotn\u00fd algoritmus implementace jsou obecn\u00e9 z\u00e1le\u017eitosti, ide\u00e1ln\u00ed sc\u00e9n\u00e1\u0159 pro ide\u00e1ln\u00ed spole\u010dnost ve vakuu. Ve skute\u010dnosti existuj\u00ed slo\u017eit\u00e9 a jednoduch\u00e9 implementace, a to p\u0159edev\u0161\u00edm z\u00e1vis\u00ed na tom, jak\u00e1 je samotn\u00e1 spole\u010dnost: nap\u0159\u00edklad implementovat CRM syst\u00e9m ve firm\u011b na prodej ocelov\u00fdch trubek, kter\u00e1 m\u00e1 150 zam\u011bstnanc\u016f, m\u016f\u017ee b\u00fdt snaz\u0161\u00ed ne\u017e implementovat jej ve mal\u00e9 firm\u011b s 20 lidmi, skladovac\u00edmi prostory, vlastn\u00edm v\u00fdrobn\u00edm procesem, sortimentem 20 000 polo\u017eek a s\u00edt\u00ed z\u00e1stupc\u016f. Ale p\u0159esto zaveden\u00ed CRM v mal\u00e9m podnik\u00e1n\u00ed \u010dasto prob\u00edh\u00e1 velmi line\u00e1rn\u011b a bezprobl\u00e9mov\u011b.<\/p>\n<p>Proto, abyste rychle dos\u00e1hli v\u00fdsledku, vyberte CRM, kter\u00e9 se v\u00e1m l\u00edb\u00ed (v\u016fbec to nemus\u00ed b\u00fdt my nebo n\u011bkter\u00e9 z popul\u00e1rn\u00edch \u0159e\u0161en\u00ed) a za\u010dn\u011bte intenzivn\u011b pracovat s n\u00edm.\u00a0<\/p>\n<ul>\n<li>Za\u010dn\u011bte od mal\u00e9ho: i kdy\u017e si CRM pouze sami nainstalujete a nezept\u00e1te se dodavatele na \u017e\u00e1dnou ot\u00e1zku, u\u017e v prvn\u00ed den m\u016f\u017eete za\u010d\u00edt zad\u00e1vat data do karty z\u00e1kazn\u00edka a nomenklatury do katalog\u016f. Toto je z\u00e1klad, kter\u00fd se nakup\u00ed a uchov\u00e1, a v\u0161echny \u201evychyt\u00e1vky\u201c budou s n\u00edm propojeny.\u00a0\n<\/li>\n<li>Sestavte si seznam t\u011bch zam\u011bstnanc\u016f\/odd\u011blen\u00ed, kde je CRM pot\u0159eba p\u0159edev\u0161\u00edm \u2014 pro n\u011b uspo\u0159\u00e1dejte co nejhlub\u0161\u00ed \u0161kolen\u00ed, prove\u010fte nastaven\u00ed a od nich po 2-3 m\u011bs\u00edc\u00edch pr\u00e1ce shrom\u00e1\u017ed\u011bte zp\u011btnou vazbu, kterou vyu\u017eijete p\u0159i roz\u0161i\u0159ov\u00e1n\u00ed projektu na ostatn\u00ed. A\u0165 u\u017e to budou va\u0161i early birds.\n<\/li>\n<li>Nebojte se \u2014 i kdy\u017e ve va\u0161\u00ed spole\u010dnosti nikdo nem\u00e1 technick\u00e9 dovednosti, neztrat\u00edte se, proto\u017ee samotn\u00fd CRM syst\u00e9m je b\u011b\u017en\u00fd software, jako Microsoft Office nebo rozhran\u00ed soci\u00e1ln\u00ed s\u00edt\u011b ve va\u0161em obl\u00edben\u00e9m prohl\u00ed\u017ee\u010di, v\u0161echny entity se b\u011bhem pr\u00e1ce snadno osvoj\u00ed. A s technick\u00fdmi nastaven\u00edmi a probl\u00e9my v\u00e1m v\u017edy pom\u016f\u017ee spole\u010dnost, kter\u00e1 CRM syst\u00e9m vyvinula (v na\u0161em p\u0159\u00edpad\u011b za pom\u011brn\u011b rozumnou cenu).\n<\/li>\n<li>Nenechte se zdr\u017eovat na uk\u00e1zkov\u00e9 verzi nebo bezplatn\u00e9m bal\u00ed\u010dku \u2013 okam\u017eit\u011b zakupte minim\u00e1ln\u011b pot\u0159ebn\u00fd bal\u00ed\u010dek licenc\u00ed\/p\u0159ipojen\u00ed. To v\u00e1m poskytne v\u011bt\u0161\u00ed garance a mo\u017enosti (i ohledn\u011b z\u00e1loh), a zam\u011bstnanci pochop\u00ed, \u017ee to nen\u00ed \"\u0161\u00e9fovo rozmar\", ale nov\u00e9 pracovn\u00ed rozhran\u00ed, s kter\u00fdm je t\u0159eba se sezn\u00e1mit.\u00a0\n<\/li>\n<li>Nepo\u017eadujte a nenut\u00edte sv\u00e9 zam\u011bstnance vypl\u0148ovat p\u0159\u00edli\u0161 mnoho pol\u00ed v CRM \u2013 nastavte pouze ta, kter\u00e1 skute\u010dn\u011b pot\u0159ebujete a kter\u00e1 pomohou v operativn\u00ed pr\u00e1ci. A\u0165 to jsou ty nejd\u016fle\u017eit\u011bj\u0161\u00ed informace pot\u0159ebn\u00e9 k uzav\u0159en\u00ed obchodu. Postupn\u011b, jak se vyv\u00edj\u00ed lead, se karta z\u00e1kazn\u00edka napln\u00ed i dal\u0161\u00edmi informacemi.\u00a0\n<\/li>\n<li>Pokuste se, aby v CRM pracovalo co nejv\u00edce zam\u011bstnanc\u016f (nejen prodejci, ale tak\u00e9 podpora, logistika, marketing a skladov\u00fd mana\u017eer\u2026). \u010c\u00edm v\u00edce zam\u011bstnanc\u016f bude zad\u00e1vat data do CRM a aktualizovat informace, t\u00edm aktu\u00e1ln\u011bj\u0161\u00ed, optim\u00e1ln\u011bj\u0161\u00ed a v\u00fdhodn\u011bj\u0161\u00ed pro v\u00e1s CRM bude.\n<\/li>\n<li>Pokud na zaveden\u00ed CRM nem\u00e1te p\u0159\u00edli\u0161 pen\u011bz, za\u010dn\u011bte pracovat s <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/loader.php?src=crm_me_reductions\">ni\u017e\u0161\u00edmi verzemi<\/a><\/noindex> \/ \u043f\u0430\u043a\u0435\u0442\u043e\u0432 \/ \u0442\u0430\u0440\u0438\u0444\u043e\u0432 \u0438 \u043f\u043e\u0441\u0442\u0435\u043f\u0435\u043d\u043d\u043e \u043d\u0430\u0440\u0430\u0449\u0438\u0432\u0430\u0439\u0442\u0435 \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b\u044c\u043d\u043e\u0441\u0442\u044c. \u041d\u043e \u0435\u0441\u043b\u0438 \u0434\u0435\u043d\u044c\u0433\u0438 \u0435\u0441\u0442\u044c, \u0442\u043e \u043b\u0443\u0447\u0448\u0435 \u0441\u0440\u0430\u0437\u0443 \u043a\u0443\u043f\u0438\u0442\u044c \u00ab\u0442\u043e\u043f\u043e\u0432\u0443\u044e\u00bb \u0434\u043b\u044f \u0432\u0430\u0448\u0435\u0433\u043e \u0443\u0440\u043e\u0432\u043d\u044f \u0432\u0435\u0440\u0441\u0438\u044e, \u0447\u0442\u043e\u0431\u044b \u043d\u0435 \u0437\u0430\u0442\u044f\u0433\u0438\u0432\u0430\u0442\u044c \u043f\u043e\u043b\u043d\u043e\u0446\u0435\u043d\u043d\u044b\u0439 \u0441\u0442\u0430\u0440\u0442 \u0440\u0430\u0431\u043e\u0442\u044b \u0432 \u0441\u0438\u0441\u0442\u0435\u043c\u0435.\u00a0\n<\/li>\n<\/ul>\n<p><\/p>\n<h2>Kdy je CRM opravdu pot\u0159eba?<\/h2>\n<p>\nJsme p\u0159esv\u011bd\u010deni, \u017ee CRM by m\u011bla b\u00fdt ve 99 % spole\u010dnost\u00ed jak\u00e9hokoli typu podnik\u00e1n\u00ed. N\u011bkdy se zd\u00e1, \u017ee pr\u00e1ce n\u011bjak pokra\u010duje a zaveden\u00ed lze z n\u011bjak\u00e9ho d\u016fvodu odlo\u017eit. Av\u0161ak existuje seznam znak\u016f, kter\u00e9 jasn\u011b ukazuj\u00ed, \u017ee bez CRM \u2013 to je probl\u00e9m.\u00a0<\/p>\n<ul>\n<li>Va\u0161i zam\u011bstnanci se neust\u00e1le p\u0159ep\u00ednaj\u00ed mezi n\u011bkolika pracovn\u00edmi n\u00e1stroji: virtu\u00e1ln\u00ed A\u010cS, tabulky Excel, emailov\u00fd klient, syst\u00e9m spr\u00e1vy \u00fakol\u016f, kter\u00fd si sami nasadili, instantn\u00ed zpr\u00e1vy a nap\u0159\u00edklad 1C. Je to pro n\u011b nepraktick\u00e9, proto\u017ee informace jsou uchov\u00e1v\u00e1ny rozpt\u00fdlen\u011b, nejsou propojen\u00e9, a takov\u00e1 situace ned\u00e1v\u00e1 \u0161anci na norm\u00e1ln\u00ed anal\u00fdzu.\n<\/li>\n<li>Prodejn\u00ed cyklus je p\u0159\u00edli\u0161 dlouh\u00fd, p\u0159i\u010dem\u017e odv\u011btv\u00ed to nevy\u017eaduje.\n<\/li>\n<li>Zaj\u00edmav\u00ed klienti se n\u00e1hle vytr\u00e1cej\u00ed uprost\u0159ed funnelu (kter\u00fd nem\u016f\u017eete vid\u011bt, ha!) a odch\u00e1zej\u00ed bez vysv\u011btlen\u00ed. Mo\u017en\u00e1 maj\u00ed p\u0159\u00edmou interakci s va\u0161imi zam\u011bstnanci a n\u011bkde se r\u00fdsuje solidn\u00ed \u00faplatek a reputa\u010dn\u00ed riziko.\n<\/li>\n<li>Hodn\u011b \u010dasu se ztr\u00e1c\u00ed sb\u011brem a uspo\u0159\u00e1d\u00e1n\u00edm dat, mus\u00edte kop\u00edrovat a znovu ukl\u00e1dat po\u010detn\u00e9 tabulky, informace se ztr\u00e1cej\u00ed.\n<\/li>\n<li>Mana\u017ee\u0159i \"nepozn\u00e1vaj\u00ed\" klienty, proto\u017ee nev\u011bd\u00ed, s k\u00fdm komunikuj\u00ed; v\u0161e z\u00e1vis\u00ed na osobn\u00edch vazb\u00e1ch a kontaktech ulo\u017een\u00fdch v mobiln\u00edch telefonech prodejc\u016f. Pokud klient nen\u00ed pro prodejce zaj\u00edmav\u00fd, je odm\u00edtnut.\n<\/li>\n<li>Nic nev\u00edte o prodejn\u00edm profilu a efektivit\u011b jednotliv\u00fdch mana\u017eer\u016f, a mana\u017ee\u0159i nesly\u0161eli o prioritizaci obchod\u016f; mysl\u00ed si, \u017ee prioritu m\u00e1 ten, kdo plat\u00ed hodn\u011b \/ k\u0159i\u010d\u00ed nahlas \/ st\u011b\u017euje si v Haagu a \u0160trasburku, ne ten, kdo je ochoten stabiln\u011b uzav\u00edrat mal\u00e9 obchody, ani ten, kdo chce slevu na obrovsk\u00e9 objedn\u00e1vky.\n<\/li>\n<li>Va\u0161e obchodn\u00ed procesy nikdy nesly\u0161ely slova \u201eobchodn\u00ed procesy\u201c a v\u00edce p\u0159ipom\u00ednaj\u00ed ochromenou kouli nerv\u016f.\u00a0\n<\/li>\n<li>Mana\u017ee\u0159i bojuj\u00ed o klienty, p\u0159etahuj\u00ed si je navz\u00e1jem a vlastn\u011b se chovaj\u00ed sp\u00ed\u0161e jako \u0161pehov\u00e9 na \u00fat\u011bku, ne\u017e jako lid\u00e9, kte\u0159\u00ed by m\u011bli p\u0159in\u00e1\u0161et v\u011bt\u0161inu p\u0159\u00edjm\u016f.\u00a0\n<\/li>\n<\/ul>\n<p>\nV t\u011bchto p\u0159\u00edpadech je CRM syst\u00e9m rychl\u00e1 pomoc i intenzivn\u00ed p\u00e9\u010de. V ostatn\u00edch p\u0159\u00edpadech je to doporu\u010den\u00ed pro \u00fasp\u011b\u0161n\u00fd a spr\u00e1vn\u00fd rozvoj spole\u010dnosti.<\/p>\n<p>Kdysi d\u00e1vno se mi l\u00edbilo definov\u00e1n\u00ed dobr\u00fdch CRM syst\u00e9m\u016f jako digit\u00e1ln\u00ed sko\u0159\u00e1pky pro prodeje. Dnes je to v\u0161ak digit\u00e1ln\u00ed sko\u0159\u00e1pka pro cel\u00e9 podnik\u00e1n\u00ed, proto\u017ee <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">modern\u00ed univerz\u00e1ln\u00ed CRM syst\u00e9my<\/a><\/noindex> zahrnuj\u00ed v\u011bt\u0161inu interakc\u00ed ve spole\u010dnosti. A definice \u0161patn\u00e9ho CRM z\u016fst\u00e1v\u00e1 stejn\u00e1: \u0161patn\u00e9 CRM je syst\u00e9m, kter\u00fd vytv\u00e1\u0159\u00ed v\u00edce probl\u00e9m\u016f, ne\u017e \u0159e\u0161\u00ed.<\/p>\n<p>Obecn\u011b jsme pro v\u0161e dobr\u00e9. A vy?<\/p>\n<blockquote>\n<h4>Na\u0161e \u0159e\u0161en\u00ed pro podnik\u00e1n\u00ed<\/h4>\n<p><\/p>\n<ul>\n<li><noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\"><b>RegionSoft CRM<\/b> <\/a><\/noindex>\u2014 v\u00fdkonn\u00e1 univerz\u00e1ln\u00ed CRM v 6 edic\u00edch pro mal\u00e9 a st\u0159edn\u00ed podniky\n<\/li>\n<li><noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\"><b>ZEDLine Podpora<\/b> <\/a><\/noindex>\u2014 jednoduch\u00fd a pohodln\u00fd cloudov\u00fd ticket syst\u00e9m a mini-CRM s okam\u017eit\u00fdm za\u010d\u00e1tkem pr\u00e1ce\n<\/li>\n<li><noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/loader.php?src=crm_me\"><b>RegionSoft CRM Media<\/b><\/a><\/noindex> \u2014 siln\u00e1 CRM pro televizn\u00ed a rozhlasov\u00e9 holdingy a provozovatele venkovn\u00ed reklamy; skute\u010dn\u00e9 oborov\u00e9 \u0159e\u0161en\u00ed s pl\u00e1nov\u00e1n\u00edm m\u00e9di\u00ed a dal\u0161\u00edmi mo\u017enostmi.\n<\/li>\n<\/ul>\n<\/blockquote>\n<p>Zdroj: <a content=\"nofollow\" rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/488856\/\">habr.com<\/a> <\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"<p>\u041f\u043e\u043c\u043d\u0438\u0442\u0435 \u0441\u0442\u0430\u0440\u044b\u0439 \u043c\u0443\u043b\u044c\u0442\u0444\u0438\u043b\u044c\u043c \u043f\u0440\u043e \u0431\u0435\u0433\u0435\u043c\u043e\u0442\u0430, \u043a\u043e\u0442\u043e\u0440\u044b\u0439 \u0443\u0436\u0430\u0441\u043d\u043e \u0431\u043e\u044f\u043b\u0441\u044f \u043f\u0440\u0438\u0432\u0438\u0432\u043e\u043a \u0438 \u0432 \u0438\u0442\u043e\u0433\u0435 \u0437\u0430\u0431\u043e\u043b\u0435\u043b \u0438\u043d\u0444\u0435\u043a\u0446\u0438\u043e\u043d\u043d\u043e\u0439 \u0436\u0435\u043b\u0442\u0443\u0445\u043e\u0439? \u041e\u0442\u043b\u0438\u0447\u043d\u044b\u0439 \u0438 \u043f\u043e\u0443\u0447\u0438\u0442\u0435\u043b\u044c\u043d\u044b\u0439 \u043c\u0443\u043b\u044c\u0442\u0438\u043a \u0434\u043b\u044f \u0434\u0435\u0442\u0435\u0439, \u0431\u043e\u044f\u0449\u0438\u0445\u0441\u044f \u043e\u0434\u043d\u043e\u0433\u043e \u0443\u043a\u043e\u043b\u0430, \u043e\u0441\u0442\u0430\u0432\u0438\u043b \u0437\u0430 \u043a\u0430\u0434\u0440\u043e\u043c \u0433\u043b\u0430\u0432\u043d\u0443\u044e \u043f\u0440\u0430\u0432\u0434\u0443: \u0432 \u0431\u043e\u043b\u044c\u043d\u0438\u0446\u0435 \u0443 \u043f\u0430\u0446\u0438\u0435\u043d\u0442\u0430 \u0441 \u0436\u0435\u043b\u0442\u0443\u0445\u043e\u0439 \u043d\u0430\u0447\u0438\u043d\u0430\u0435\u0442\u0441\u044f \u043d\u0430\u0441\u0442\u043e\u044f\u0449\u0430\u044f \u043a\u0430\u0440\u0443\u0441\u0435\u043b\u044c \u0438\u043d\u044a\u0435\u043a\u0446\u0438\u0439, \u0438 \u0432\u043d\u0443\u0442\u0440\u0438\u0432\u0435\u043d\u043d\u044b\u0445 \u0441\u0442\u0440\u0443\u0439\u043d\u044b\u0445, \u0438 \u0432\u043d\u0443\u0442\u0440\u0438\u0432\u0435\u043d\u043d\u044b\u0445 \u043a\u0430\u043f\u0435\u043b\u044c\u043d\u044b\u0445, \u0438 \u0432\u043d\u0443\u0442\u0440\u0438\u043c\u044b\u0448\u0435\u0447\u043d\u044b\u0445. \u0422\u043e \u0435\u0441\u0442\u044c \u043f\u043e \u0441\u0443\u0442\u0438 \u043d\u0430\u0448 \u0431\u043e\u043b\u044c\u0448\u043e\u0439 \u0431\u0435\u0433\u0435\u043c\u043e\u0442 \u0438\u0437\u0431\u0435\u0436\u0430\u043b [&hellip;]<\/p>\n","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"author":1,"featured_media":69475,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[688],"tags":[],"class_list":["post-69474","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-administrirovanie"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.3 - 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