{"id":92431,"date":"2020-08-27T07:41:56","date_gmt":"2020-08-27T05:41:56","guid":{"rendered":"https:\/\/prohoster.info\/blog\/administrirovanie\/crm-sistemy-ne-sushhestvuyut"},"modified":"2020-08-27T07:41:56","modified_gmt":"2020-08-27T05:41:56","slug":"crm-sistemy-ne-sushhestvuyut","status":"publish","type":"post","link":"https:\/\/prohoster.info\/cs\/blog\/administrirovanie\/crm-sistemy-ne-sushhestvuyut","title":{"rendered":"CRM syst\u00e9my neexistuj\u00ed?","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"

Ahoj, Habr! 22. dubna tohoto roku jsem na Habr napsal \u010dl\u00e1nek o slev\u00e1ch na CRM syst\u00e9my. Tehdy mi p\u0159i\u0161lo, \u017ee cena je nejd\u016fle\u017eit\u011bj\u0161\u00edm krit\u00e9riem v\u00fdb\u011bru, a v\u0161echno ostatn\u00ed vy\u0159e\u0161\u00edm se sv\u00fdmi znalostmi a zku\u0161enostmi sysadmina. \u0160\u00e9f ode m\u011b o\u010dek\u00e1val rychl\u00e9 z\u00e1zraky, zam\u011bstnanci se rozesadili bez pr\u00e1ce doma, covid se \u0161\u00ed\u0159il po planet\u011b, vybral jsem si syst\u00e9m sn\u016f. Dnes je 25. srpna a syst\u00e9m zat\u00edm nebyl vybr\u00e1n, i kdy\u017e favorit\u00e9 jsou stanoveny. S n\u011bkolika kolegy jsme pro\u0161li des\u00edtkami prezentac\u00ed, megabajty e-mail\u016f, chat\u016f a hlasov\u00e9ho provozu. A ne\u010dekan\u011b jsem dosp\u011bl k zaj\u00edmav\u00e9mu z\u00e1v\u011bru: CRM neexistuje. Ani jedno. Tak to, p\u0159\u00e1tel\u00e9. A to nen\u00ed clickbaitov\u00fd titulek, to je analytick\u00e9 pozorov\u00e1n\u00ed.<\/p>\n

\"CRM
\nSledujte ruce<\/i>
\n<\/a><\/noindex>
\nM\u016fj<\/i> prvn\u00ed p\u0159\u00edsp\u011bvek na Habr<\/i><\/a><\/noindex>, kter\u00fd byl naps\u00e1n v dubnu, ale zd\u00e1 se, \u017ee v\u010dera.<\/i><\/p>\n

Pekeln\u00e1 pr\u00e1ce, jen z domova mi karant\u00e9na dala trochu \u010dasu nav\u00edc \u2013 ale ne proto, \u017ee bych m\u00e1lo pracoval, ale proto\u017ee netr\u00e1v\u00edm v cest\u011b celkov\u011b kolem t\u0159\u00ed hodin. Ot\u00e1zka, \u010d\u00edm se zabavit, nest\u00e1la \u2013 s maniak\u00e1ln\u00edm \u00fasil\u00edm jsem pokra\u010doval v testov\u00e1n\u00ed CRM syst\u00e9m\u016f, proto\u017ee m\u016fj \u0161\u00e9f chce vyv\u00e9st se z krize automatizovan\u011b do \u0161pi\u010dky a pracovat nov\u011b. Jeho ambice samoz\u0159ejm\u011b sd\u00edl\u00edm, ale proch\u00e1zet p\u016fl tuctu program\u016f \u2013 to je takov\u00e9 zvl\u00e1\u0161tn\u00ed pot\u011b\u0161en\u00ed. Proto, abych o\u017eivil sv\u016fj \u017eivot, jsem se rozhodl p\u0159istupovat k v\u00fdb\u011bru z r\u016fzn\u00fdch stran a ob\u010das ps\u00e1t o sv\u00fdch pozorov\u00e1n\u00edch sem, na Habr.\u00a0<\/p>\n

Proto\u017ee seznam CRM, kter\u00e9 jsem studoval, se zm\u011bnil, p\u0159id\u00e1m a aktualizuji seznam m\u00fdch hrdin\u016f. Ale CRM je\u0161t\u011b nebyl vybr\u00e1n a v\u0161echny pozn\u00e1mky t\u00e9m\u011b\u0159 nic neznamenaj\u00ed \u2013 cel\u00e1 dev\u00edtka je vynikaj\u00edc\u00ed, v\u0161ichni jsou \u0161ikovn\u00ed.<\/p>\n

    \n
  1. Microsoft Dynamics CRM<\/a><\/noindex> vypadl z u\u017e\u0161\u00edho v\u00fdb\u011bru z d\u016fvodu vysok\u00fdch n\u00e1klad\u016f a nutnosti zakoupit \u0159adu konektor\u016f kv\u016fli rusk\u00e9mu \u00fa\u010detnictv\u00ed<\/li>\n
  2. Sales Creatio<\/a><\/noindex> vypadl z u\u017e\u0161\u00edho v\u00fdb\u011bru kv\u016fli p\u0159ehnan\u00e9 drahoti a nutnosti koupit dodate\u010dnou verzi pro p\u00e1r funkc\u00ed\u00a0<\/li>\n
  3. Bitrix24<\/a><\/noindex> v u\u017e\u0161\u00edm v\u00fdb\u011bru<\/b><\/li>\n
  4. amoCRM<\/a><\/noindex> v u\u017e\u0161\u00edm v\u00fdb\u011bru<\/b><\/li>\n
  5. RegionSoft CRM<\/a><\/noindex> v u\u017e\u0161\u00edm v\u00fdb\u011bru<\/b><\/li>\n
  6. CRM Jednoduch\u00fd Business<\/a><\/noindex> v u\u017e\u0161\u00edm v\u00fdb\u011bru<\/b><\/li>\n
  7. Z\u00e1kaznick\u00e1 datab\u00e1ze <\/a><\/noindex>vypadli z u\u017e\u0161\u00edho v\u00fdb\u011bru z d\u016fvodu skromn\u00e9 funk\u010dnosti a n\u011bkter\u00fdch technick\u00fdch aspekt\u016f, kter\u00e9 mi p\u0159i\u0161ly nep\u0159\u00edjemn\u00e9<\/li>\n
  8. Megaplan<\/a><\/noindex> vypadl z u\u017e\u0161\u00edho v\u00fdb\u011bru, proto\u017ee prohr\u00e1l konkurent\u016fm z vlastn\u00ed \"ligy pod k\u0159\u00eddlem 1C\"\u00a0\u00a0<\/li>\n
  9. FreshOffice<\/a><\/noindex> v u\u017e\u0161\u00edm v\u00fdb\u011bru<\/b><\/li>\n<\/ol>\n

    \nTam bylo je\u0161t\u011b n\u011bkolik CRM, ale ty byly... no... v\u016fbec... prost\u011b nedostate\u010dn\u00e1 \u0159e\u0161en\u00ed, kter\u00e1 p\u0159i prvn\u00edm pohledu ztr\u00e1cej\u00ed atraktivitu + do\u0161lo k vypadnut\u00ed dvou zahrani\u010dn\u00edch \u0159e\u0161en\u00ed kv\u016fli \u0161patn\u00e9 lokalizaci. Ale pokud si mysl\u00edte, \u017ee 5 syst\u00e9m\u016f na shortlistu d\u011bl\u00e1 \u017eivot slad\u0161\u00edm, jste na omylu \u2014 u\u017e te\u010f v\u00edm, \u017ee mu\u010den\u00ed v\u00fdb\u011bru se nat\u00e1hne, proto\u017ee po\u017eadavk\u016f je st\u00e1le v\u00edc a j\u00e1, uv\u011bdomuj\u00edc si, co maj\u00ed tito kandid\u00e1ti nab\u00eddnout, jsem se rozhodl proj\u00edt je\u0161t\u011b p\u00e1r kol jedn\u00e1n\u00ed.<\/p>\n

    Tak\u017ee, moje nov\u00e9 pozorov\u00e1n\u00ed: CRM v Rusku\u2026 ne! Pokud vych\u00e1z\u00edme z p\u0159\u00edsn\u00e9 definice CRM syst\u00e9mu, v m\u00e9m seznamu \u017e\u00e1dn\u00fd neexistuje.<\/p>\n

    Vlastn\u011b nyn\u00ed trochu l\u017eu: \u017e\u00e1dn\u00e9 z vybran\u00fdch \u0159e\u0161en\u00ed nelze ozna\u010dit ani za ERP, ani za CRM, ani za BPM. Jsou to univerz\u00e1ln\u00ed \u0159e\u0161en\u00ed s obrovskou \u0161k\u00e1lou mo\u017enost\u00ed.\u00a0<\/p>\n

    Jednodu\u0161e k t\u00e9matu.<\/p>\n

    Obraz CRM ve vakuuu<\/h2>\n

    <\/p>\n

    Co je to CRM?<\/h3>\n

    \nVezm\u011bme definici z Wikipedie: syst\u00e9m \u0159\u00edzen\u00ed vztah\u016f se z\u00e1kazn\u00edky<\/strong> (CRM, CRM-syst\u00e9m, zkr\u00e1tka z anglick\u00e9ho Customer Relationship Management) \u2014 aplika\u010dn\u00ed software pro organizace, ur\u010den\u00fd k automatizaci strategi\u00ed interakce se z\u00e1kazn\u00edky (klienty), zejm\u00e9na k zvy\u0161ov\u00e1n\u00ed \u00farovn\u011b prodeje, optimalizaci marketingu a zlep\u0161ov\u00e1n\u00ed slu\u017eeb z\u00e1kazn\u00edk\u016fm prost\u0159ednictv\u00edm uchov\u00e1v\u00e1n\u00ed informac\u00ed o z\u00e1kazn\u00edc\u00edch a historii vztah\u016f s nimi, stanovov\u00e1n\u00ed a zlep\u0161ov\u00e1n\u00ed obchodn\u00edch proces\u016f a n\u00e1sledn\u00e9 anal\u00fdzy v\u00fdsledk\u016f.<\/p>\n

    To znamen\u00e1, \u017ee lze vymezit n\u011bkolik typick\u00fdch znak\u016f CRM syst\u00e9mu.<\/p>\n

      \n
    1. Automatizuje strategii \u2014 to znamen\u00e1, \u017ee nahrad\u00ed \u010d\u00e1st rutinn\u00edch proces\u016f programovateln\u00fdmi akcemi stroj\u016f a poskytuje rozhran\u00ed pro rychlou a produktivn\u00ed pr\u00e1ci po cel\u00e9m cyklu pr\u00e1ce se z\u00e1kazn\u00edky.<\/li>\n
    2. Je orientov\u00e1na na prodej, marketing a podporu \u2014 CRM pracuje se v\u0161emi aspekty obchodn\u00ed \u010dinnosti spole\u010dnosti. Je d\u016fle\u017eit\u00e9, aby v\u0161echny t\u0159i odd\u011blen\u00ed m\u011bla p\u0159\u00edstup k informac\u00edm v CRM.<\/li>\n
    3. Uchov\u00e1v\u00e1 shrom\u00e1\u017ed\u011bn\u00e9 informace \u2014 v DB se hromad\u00ed, zpracov\u00e1vaj\u00ed a ukl\u00e1daj\u00ed informace o transakc\u00edch, z\u00e1kazn\u00edc\u00edch, kl\u00ed\u010dov\u00fdch ud\u00e1lostech atd.<\/li>\n
    4. Je orientov\u00e1na na anal\u00fdzu v\u00fdsledk\u016f \u2014 d\u00edky hromad\u011bn\u00ed a uchov\u00e1v\u00e1n\u00ed informac\u00ed CRM syst\u00e9m poskytuje analytick\u00e9 funkce.<\/li>\n<\/ol>\n

      \nVid\u00edte, jak jsem to v\u0161echno chyt\u0159e formuloval \u2014 bylo to proto, \u017ee jsem sly\u0161el t\u00e9m\u011b\u0159 p\u016fldruh\u00e9 des\u00edtky prezentac\u00ed CRM, p\u0159e\u010detl polovinu internetu a pono\u0159il se do t\u00e9matu. Ve v\u0161ech uveden\u00fdch \u0159e\u0161en\u00edch tyto znaky existuj\u00ed, ale ve v\u011bt\u0161in\u011b z nich je to jen mal\u00e1 \u010d\u00e1st celkov\u00e9 funk\u010dnosti.<\/p>\n

      Jak jsem vid\u011bl CRM, ne\u017e jsem se do t\u00e9matu pono\u0159il<\/h4>\n

      \nV m\u00e9 spole\u010dnosti jsou obchodn\u00edci a mana\u017ee\u0159i docela pasivn\u00ed ohledn\u011b softwaru \u2014 to nen\u00ed nic d\u016fle\u017eit\u00e9ho. Proto jsou na\u0161e po\u017eadavky pr\u016fm\u011brn\u00e9: t\u00e9m\u011b\u0159 jsem je musel vy\u017eadovat n\u00e1sil\u00edm. Ale j\u00e1 a m\u016fj \u0161\u00e9f jsme jasn\u011b vid\u011bli: p\u0159i\u0161el klient, byl zaznamen\u00e1n v CRM, pot\u00e9 zavolali z CRM, n\u011bkde p\u0159ipojili dokumenty, pod\u00edvali se, kolika etapami pro\u0161el, a uzav\u0159eli obchod. Pak jsme vzali, analyzovali etapy, n\u011bkoho odm\u011bnili, n\u011bkoho potrestali, proces se optimalizoval, hur\u00e1. Pro n\u00e1s byla CRM syst\u00e9mem pro prodeje.<\/p>\n

      Jak vid\u00edm CRM po t\u00e9m\u011b\u0159 5 m\u011bs\u00edc\u00edch analytick\u00e9 pr\u00e1ce<\/h4>\n

      \nMo\u017en\u00e1, kdybych za\u010dal s amoCRM, nikdy bych se nedozv\u011bd\u011bl, co se d\u011bje na trhu CRM, proto\u017ee by se to pr\u00e1v\u011b ve\u0161lo do m\u00fdch p\u0159edstav. Koupil bych ji, pak licence \u201eM\u016fj sklad\u201c, pot\u00e9 je\u0161t\u011b p\u00e1r dopl\u0148k\u016f a pova\u017eoval bych se za skv\u011bl\u00e9ho automatiz\u00e1tora. T\u00edm sp\u00ed\u0161e, \u017ee partne\u0159i t\u00e9to syst\u00e9mu, kte\u0159\u00ed volaj\u00ed bez p\u0159est\u00e1n\u00ed, mi prakticky ned\u00e1vaj\u00ed my\u0161len\u00ed na jin\u00e9 mo\u017enosti.\u00a0<\/p>\n

      Ale n\u011bjak to dopadlo tak, \u017ee jsem za\u010dal s Microsoft Dynamics CRM<\/a><\/noindex> a tato \u0159e\u0161en\u00ed, i p\u0159es slo\u017eitosti a ceny, nastavila trochu jinou \u00farove\u0148, p\u0159esn\u011bji vyvolala prvn\u00ed my\u0161lenku: \u201eA co kdy\u017e vlastn\u011b nepot\u0159ebuji kupovat je\u0161t\u011b i skladov\u00fd program?\u201c A na\u0161el jsem \u0159e\u0161en\u00ed se skladem \u201ena palub\u011b\u201c, celkem \u010dty\u0159i! A pak, kdy\u017e jsem poslouchal prezentace dal\u0161\u00edch CRM, sed\u00edc\u00ed za z\u00e1dy sv\u00e9 kolegyn\u011b, jsem pochopil, \u017ee modern\u00ed CRM jsou docela multifunction\u00e1ln\u00ed syst\u00e9my, kter\u00e9 mohou skute\u010dn\u011b mnoh\u00e9. Ale\u2026 je to CRM? Nez\u00edsk\u00e1 takov\u00e1 hyperautomatizace podnik, kter\u00fd \u010dekal na automatizaci prodeje, ale dostal v\u0161echno najednou? Je takov\u00e1 automatizace opravdu pot\u0159eba? M\u016fj mozek je pln\u00fd my\u0161lenek \u2014 za cel\u00fd sv\u016fj administrativn\u00ed a mana\u017eersk\u00fd \u017eivot jsem nikdy nep\u0159em\u00fd\u0161lel tolik o softwaru!\u00a0\u00a0\u00a0<\/p>\n

      Pokud jde o to, vyb\u00edr\u00e1m CRM ne pro n\u011bjakou korporaci, ale pro malou firmu, kter\u00e1 se zab\u00fdv\u00e1 velkoobchodn\u00edm prodejem nudn\u00e9ho zbo\u017e\u00ed v B2B. Je n\u00e1s celkem 17, ale CRM pot\u0159ebuje ka\u017ed\u00fd z n\u00e1s \u2014 z r\u016fzn\u00fdch d\u016fvod\u016f. Pro\u010d se tedy tak dlouho zdr\u017euju? P\u0159izn\u00e1v\u00e1m, je to z m\u00e9 vlastn\u00ed iniciativy: chci naj\u00edt skute\u010dn\u011b optim\u00e1ln\u00ed \u0159e\u0161en\u00ed za rozumnou cenu s minimem \u00faprav. Snil jsem!<\/p>\n

      Takov\u00e9 CRM \u2014 ne CRM jsem vybral.<\/p>\n

      Sp\u00ed\u0161e BPM s funkcemi CRM<\/h3>\n

      \nV\u0161eobecn\u011b jsem se sna\u017eil vyh\u00fdbat \u0159e\u0161en\u00edm s BPM na palub\u011b, zejm\u00e9na v notaci BPMN. Za prv\u00e9, moc nevid\u00edm, jak bychom mohli vybudovat obchodn\u00ed procesy ve firm\u011b, a za druh\u00e9, m\u00e1me tam takov\u00e9 zam\u011bstnance: j\u00e1, \u0161\u00e9f a spousta obchodn\u00edho odd\u011blen\u00ed a prodejc\u016f, kte\u0159\u00ed se BPMN tak boj\u00ed, \u017ee by i Excel pro n\u011b byl jako ohe\u0148. Nicm\u00e9n\u011b b\u011bhem testov\u00e1n\u00ed CRM (a bylo jich u\u017e 17, jen n\u011bkter\u00e9 vypadly u\u017e p\u0159i prvn\u00edm hovoru) jsem pochopil, \u017ee procesy v CRM syst\u00e9mu (ne CRM?) mus\u00ed b\u00fdt, proto\u017ee to v\u00fdrazn\u011b usnad\u0148uje \u017eivot mana\u017eer\u016fm: p\u0159edstavte si, \u017ee p\u0159esn\u011b v\u00edte, co je t\u0159eba ud\u011blat, kdo a kdy to m\u00e1 ud\u011blat, v\u0161echno je to zaps\u00e1no, p\u0159ipom\u00edn\u00e1 to a pos\u00edl\u00e1 e-maily. \u00da\u017easn\u00fd p\u0159\u00edb\u011bh, do kter\u00e9ho m\u016f\u017eete zabalit jakoukoli obchodn\u00ed transakci, uzav\u0159en\u00ed smlouvy, proces naj\u00edm\u00e1n\u00ed a \u0161kolen\u00ed, expedici, promo akci \u2013 vlastn\u011b cokoliv.<\/p>\n

      A ano, obchodn\u00ed procesy ve sv\u00e9 dobr\u00e9 realizaci existuj\u00ed v n\u011bkolika \u0159e\u0161en\u00edch na trhu. Z t\u011bch, kter\u00e9 spolu zkoum\u00e1me, maj\u00ed procesy v notaci BPMN 2.0 Sales Creatio<\/a><\/noindex>, v t\u011bch \u010di on\u011bch nativn\u00edch form\u00e1ch se mi l\u00edbily obchodn\u00ed procesy v RegionSoft CRM<\/a><\/noindex> a Bitrix24<\/a><\/noindex> \u2014 jsou, metaforicky \u0159e\u010deno, lidsk\u00e9, jasn\u00e9. Ne, nem\u00e1m nad\u011bji, \u017ee obchodn\u00edk Iv\u00e1n si s nimi porad\u00ed, to rozhodn\u011b ne, \u2014 ale jsem si jist\u00fd, \u017ee se s nastaven\u00fdmi sekvencemi v syst\u00e9mech snadno vyzn\u00e1. Mimochodem, konzultanti amoCRM aktivn\u011b propaguj\u00ed my\u0161lenku, \u017ee prodejn\u00ed funnel je pr\u00e1v\u011b obchodn\u00ed proces \u2014 no, proti tomu se ned\u00e1 polemizovat, ale to je jen jeden proces, dal\u0161\u00ed na n\u011bm nepostav\u00edte, budete muset koupit drah\u00e9 \u0159e\u0161en\u00ed t\u0159et\u00ed strany a k tomu p\u016fl litru, abyste to pochopili, nebo si partne\u0159i sami nastav\u00ed procesy v t\u00e9to v\u011bci, ale draze.<\/p>\n

      Proto v t\u00e9to kategorii d\u00e1v\u00e1m prim\u00e1t Sales Creatio<\/a><\/noindex> \u2014 je to \u0159e\u0161en\u00ed, zam\u011b\u0159en\u00e9 p\u0159\u00edmo na obchodn\u00ed procesy, mezi kter\u00fdmi jsou i hotov\u00e9 struktury. Vlastn\u011b, produkt se d\u0159\u00edve naz\u00fdval bpm\u2019online, tak\u017ee o procesech nen\u00ed pochyb. \u0160patn\u00e9 je, \u017ee je to velmi drah\u00fd syst\u00e9m, kter\u00fd nav\u00edc nen\u00ed konzistentn\u00ed ve sv\u00e9 univerz\u00e1lnosti \u2014 nap\u0159\u00edklad \u0159e\u0161en\u00ed pro marketing je samostatn\u00fd n\u00e1kladn\u00fd syst\u00e9m.\u00a0<\/p>\n

      Sp\u00ed\u0161e ERP s funkcemi CRM<\/h3>\n

      \nTady je to slo\u017eit\u00e9, proto\u017ee univerz\u00e1lnost dosahuje absolutn\u00edho vrcholu, ale objevuj\u00ed se ot\u00e1zky, jak s t\u00edmto \u0159e\u0161en\u00edm zach\u00e1zet. Prvn\u00ed dojem \u2014 je to jako koupit Dodge RAM-3500 a pak p\u0159em\u00fd\u0161let, jak projet \u00fazk\u00fdmi ulicemi v oblasti Osto\u017eenka. Ale jsou to tak\u00e9 perspektivy a nov\u00e9 \u0161irok\u00e9 mo\u017enosti, tak\u017ee to nen\u00ed tak jednozna\u010dn\u00e9. Tak\u017ee pokud jste to nev\u011bd\u011bli, ERP syst\u00e9m \u2014 je softwarov\u00e9 \u0159e\u0161en\u00ed, kter\u00e9 pom\u00e1h\u00e1 integrovat opera\u010dn\u00ed \u010dinnost, v\u00fdrobu, \u0159\u00edzen\u00ed lidsk\u00fdch zdroj\u016f, finan\u010dn\u00ed management atd. Obecn\u00fd model dat v t\u011bchto syst\u00e9mech pom\u00e1h\u00e1 optimalizovat a v\u010das dopl\u0148ovat zdroje, uspo\u0159\u00e1dat procesy. B\u00fdt plnohodnotn\u00fdm ERP syst\u00e9mem je slo\u017eit\u00e9, proto\u017ee to je p\u0159\u00edb\u011bh o byrokratick\u00fdch tendrech, n\u011bjak\u00fdch slo\u017eit\u00fdch v\u00fdrob\u00e1ch, dlouhodob\u00fdch krokov\u00fdch implementac\u00edch atd. Pokud m\u00e1m b\u00fdt up\u0159\u00edmn\u00fd, s \u201eunaven\u00fdm erp-\u010dlov\u011bkem\u201c, kter\u00fd se na to zvyk\u00e1, bych se necht\u011bl zapl\u00e9st. Ale od skladu bych nepohrdl, a mo\u017en\u00e1 ani od v\u00fdroby.\u00a0<\/p>\n

      V\u0161echno, co pot\u0159ebuji z pohledu \u201edejte mi kousek z ERP\u201c, jsem na\u0161el ve dvou syst\u00e9mech: Microsoft Dynamics CRM<\/a><\/noindex> a RegionSoft CRM<\/a><\/noindex>. Microsoft \u0159e\u0161en\u00ed se dob\u0159e p\u0159izp\u016fsobuje jak\u00fdmkoli \u00fakol\u016fm, ale jak se uk\u00e1zalo, toto p\u0159izp\u016fsoben\u00ed vy\u017eaduje velk\u00e9 pen\u00edze, proto\u017ee CRM\/ERP je univerz\u00e1ln\u00ed pro mezin\u00e1rodn\u00ed normy, a v Rusku je mnoho specifik, a jako n\u00e1sledek, \u00faprav, za kter\u00e9 je t\u0159eba platit partnersk\u00fdm firm\u00e1m. Kdy\u017e jste mal\u00fd podnik a uv\u011bdomujete si m\u011b\u0159\u00edtko, zd\u00e1 se, \u017ee v\u00e1s te\u010f rozdrt\u00ed. No, nebo jsem m\u011bl karant\u00e9nn\u00ed n\u00e1ladu. Microsoft Dynamics CRM<\/a><\/noindex> \u2014 zaj\u00edmav\u00e9 \u0159e\u0161en\u00ed, kter\u00e9 je t\u00e9m\u011b\u0159 ERP samo o sob\u011b (existuje i samostatn\u011b), ale \u010d\u00edm d\u00e1l t\u00edm v\u00edc mi p\u0159ipad\u00e1, \u017ee je to p\u0159\u00edb\u011bh pro velk\u00e9 spole\u010dnosti nebo pro mezin\u00e1rodn\u00ed podnik\u00e1n\u00ed. Poprv\u00e9 jsem se setkal s jejich \u0159e\u0161en\u00edmi t\u00e9to t\u0159\u00eddy a jsem p\u0159\u00edjemn\u011b p\u0159ekvapen.\u00a0<\/p>\n

      A tady, jak p\u0159ekvapiv\u00e9, RegionSoft CRM<\/a><\/noindex> Dob\u0159e pokr\u00fdv\u00e1 pot\u0159eby mal\u00fdch podnik\u016f (mysl\u00edm, \u017ee i st\u0159edn\u00edch a velk\u00fdch, ale co na n\u011b bychom m\u011bli myslet \u2014 kdo by se postar\u00e1 o n\u00e1s\u2026), proto\u017ee je jednodu\u0161e uspo\u0159\u00e1dan\u00e1, jasn\u011b propojen\u00e1 mezi moduly a zahrnuje vlastn\u011b v\u0161e: KPI, sklad, v\u00fdrobu, n\u011bco z finan\u010dn\u00edho \u00fa\u010detnictv\u00ed, \u0159\u00edzen\u00ed projekt\u016f, v\u00edcemen\u011b m\u011bnov\u00e9 \u00fa\u010detnictv\u00ed, pokladnu, programy loajality a dal\u0161\u00ed. Zkr\u00e1tka, je tu v\u0161e \u2014 opravdu v\u0161e, co lze vid\u011bt v modern\u00edm podnikatelsk\u00e9m syst\u00e9mu. Pravda, \u00fapln\u011b v\u0161echno je dostupn\u00e9 v \u201evy\u0161\u0161\u00ed\u201c edici, kter\u00e1 je dra\u017e\u0161\u00ed ne\u017e z\u00e1kladn\u00ed konfigurace \u2014 a n\u011bkdo pravd\u011bpodobn\u011b ocen\u00ed i m\u00e9n\u011b sofistikovan\u00e9 edice. Ale ve fin\u00e1le je to zna\u010dn\u011b levn\u011bj\u0161\u00ed ne\u017e Microsoft \u2014 to je jedna v\u011bc, a je 100% zam\u011b\u0159ena na rusk\u00e9 podnik\u00e1n\u00ed, bez konektor\u016f (i kdy\u017e n\u011bco je s \u00fapravami, mysl\u00edm \u2014 k tomu jsem se je\u0161t\u011b nedostal). A to, co mi chyb\u011blo (kdy\u017e se sna\u017e\u00edme o univerz\u00e1lnost), je \u0159\u00edzen\u00ed lidsk\u00fdch zdroj\u016f \u2014 vypad\u00e1 to, \u017ee jsou zde KPI, pl\u00e1nov\u00e1n\u00ed a karta zam\u011bstnance, ale \u00fapln\u011b chyb\u00ed typ t\u00e9to evidence person\u00e1lu. Mimochodem, to se t\u00fdk\u00e1 v\u0161ech.<\/p>\n

      Asi sem tak\u00e9 za\u0159ad\u00edm FreshOffice<\/a><\/noindex> \u2014 tak\u00e9 jednozna\u010dn\u011b vyv\u00edj\u00ed sm\u011brem k univerz\u00e1lnosti, a\u010dkoli je funk\u010dn\u011b pon\u011bkud omezen\u011bj\u0161\u00ed.\u00a0<\/p>\n

      Tato v\u011btev evoluce sm\u011brem k ERP mi p\u0159ijde pro CRM syst\u00e9my nejlogi\u010dt\u011bj\u0161\u00ed a spr\u00e1vn\u00e1 \u2014 mal\u00fd a st\u0159edn\u00ed podnik pot\u0159ebuje siln\u00e1 univerz\u00e1ln\u00ed \u0159e\u0161en\u00ed.<\/p>\n

      Sp\u00ed\u0161e korpor\u00e1tn\u00ed port\u00e1l s funkcemi CRM<\/h3>\n

      \nBitrix24<\/a><\/noindex> \u2014 velmi slo\u017eit\u00fd p\u0159\u00edb\u011bh ve sv\u011bt\u011b CRM, skute\u010dn\u00fd fantom a obr. Pokud mohu \u0159\u00edci o ostatn\u00edch syst\u00e9mech, \u017ee to jsou CRM s nadstavbami nebo super CRM, tak o Bitrix24 bych sp\u00ed\u0161e \u0159ekl, \u017ee je to korpor\u00e1tn\u00ed port\u00e1l s modulem CRM a prvky soci\u00e1ln\u00ed s\u00edt\u011b. C\u00edt\u00edte ten rozd\u00edl? V ostatn\u00edch syst\u00e9mech je t\u0159eba pracovat, v Bitrixu \u2014 sed\u011bt a kontrolovat naprosto v\u0161echny aspekty pr\u00e1ce. Z jedn\u00e9 strany je univerz\u00e1lnost na \u00farovni, z druh\u00e9 strany \u2014 v\u0161echny tyto n\u00e1stroje korpor\u00e1tn\u00edho port\u00e1lu odv\u00e1d\u011bj\u00ed od pr\u00e1ce a k CRM se mo\u017en\u00e1 v\u016fbec nedostanete.\u00a0<\/p>\n

      Mimochodem, m\u00e1m pro v\u00e1s smutnou zpr\u00e1vu: bezplatn\u00fd Bitrix24 je velmi omezen\u00fd n\u00e1stroj, ze kter\u00e9ho se firma dost\u00e1v\u00e1 na vy\u0161\u0161\u00ed \u00farove\u0148 u\u017e v testovac\u00ed f\u00e1zi syst\u00e9mu. Pokud to mysl\u00edte v\u00e1\u017en\u011b, a skute\u010dn\u011b pot\u0159ebujete Bitrix24, kter\u00fd neukl\u00e1d\u00e1 jen n\u011bco, ale funguje tak, jak byl navr\u017een, pak pot\u0159ebujete tarif T\u00fdm, nebo dokonce Spole\u010dnost. To, pokud jste n\u00e1hodou uva\u017eovali, \u017ee na bezplatn\u00e9m tarifu se d\u00e1 daleko dojet.\u00a0<\/p>\n

      Ale mezi korpor\u00e1tn\u00edmi port\u00e1ly a pracovn\u00edmi soci\u00e1ln\u00edmi s\u00edt\u011bmi je to siln\u00e9 \u0159e\u0161en\u00ed, tak\u017ee pokud se soust\u0159ed\u00edte pr\u00e1v\u011b na vnit\u0159n\u00ed komunikaci, tohle \u0159e\u0161en\u00ed by pro v\u00e1s mohlo b\u00fdt vhodn\u00e9.\u00a0<\/p>\n

      Sp\u00ed\u0161e CRM\u2026?<\/h3>\n

      \nA co ostatn\u00ed? Ostatn\u00ed tak\u00e9 existuj\u00ed. Tuto skupinu vy\u010dlen\u00edm amoCRM<\/a><\/noindex>, CRM Jednoduch\u00fd Business<\/a><\/noindex>, Z\u00e1kaznick\u00e1 datab\u00e1ze<\/a><\/noindex>. To jsou CRM syst\u00e9my pro prodeje, p\u0159i\u010dem\u017e amoCRM striktn\u011b dodr\u017euje koncept syst\u00e9mu pro pr\u00e1ci se z\u00e1kazn\u00edky, zat\u00edmco ostatn\u00ed dv\u011b se ji\u017e posouvaj\u00ed k univerz\u00e1ln\u00edmu \u0159e\u0161en\u00ed a na \u00farove\u0148 ERP: Jednoduch\u00fd byznys se o n\u011bco posunul v\u00fd\u0161, K\u0411 je zat\u00edm na za\u010d\u00e1tku. Mimochodem, amoCRM si lze za pen\u00edze vylep\u0161it pomoc\u00ed dopl\u0148k\u016f, plugin\u016f a integrac\u00ed, ale takov\u00e9 vymo\u017eenosti mi p\u0159ipadaj\u00ed drah\u00e9 a komplikovan\u00e9 \u2014 jako administr\u00e1tor nejsem mor\u00e1ln\u011b p\u0159ipraven n\u00e9st odpov\u011bdnost za takov\u00fd zmatek, platby za n\u011bj atd.\u00a0\u00a0<\/p>\n

      Sakra, skoro na dosah, kup si u\u017e svou CRM a bu\u010f klidn\u00fd, Vanya. Ale! Po v\u00fd\u0161e zm\u00edn\u011bn\u00fdch \u0159e\u0161en\u00edch se mi n\u011bco nechce skromnit za ty sam\u00e9 (nebo i vy\u0161\u0161\u00ed) pen\u00edze.\u00a0<\/p>\n

      Samoz\u0159ejm\u011b, nepova\u017euji se za nejchyt\u0159ej\u0161\u00edho, tak\u017ee jsem se pod\u00edval na seznamy, hodnocen\u00ed a recenze ostatn\u00edch. Odborn\u011b, vytvo\u0159il jsem dojem, \u017ee 90 % z nich je n\u00edzk\u00e1 kvalita, proto\u017ee na prvn\u00edch m\u00edstech nejsou Microsoft, amo ani bitrix24, ale n\u011bjak\u00e9 CRM, kter\u00e9 mi za 5 m\u011bs\u00edc\u016f ani nedaly v\u011bd\u011bt reklamou. Pod\u00edval jsem se na n\u011b a dokonce jsem pro\u0161el n\u011bkolika prezentacemi\u2026 No to je v\u00e1\u017en\u011b? Na koho se tyto vymy\u0161len\u00e9 a zaplacen\u00e9 \u017eeb\u0159\u00ed\u010dky spol\u00e9haj\u00ed? No nic, mus\u00edm o tom p\u0159em\u00fd\u0161let.<\/p>\n

      A j\u00e1 st\u00e1le p\u0159em\u00fd\u0161l\u00edm a analyzuji. P\u0159ed sebou m\u00e1m v\u00fdb\u011br CRM, kter\u00e9 nejsou CRM, ale sp\u00ed\u0161e hyper CRM nebo ultra CRM. A ta \u201ehyperfunkcionalita\u201c je skv\u011bl\u00e1 \u00faspora pro firmu, proto\u017ee v\u0161e dostanete na jednom m\u00edst\u011b. Na druhou stranu, existuje riziko se ztratit\u2026 Bylo mi zad\u00e1no implementovat CRM b\u011bhem karant\u00e9ny, proto\u017ee je to skv\u011bl\u00e1 antikrizov\u00e1 opat\u0159en\u00ed, t\u00e9m\u011b\u0159 kouzeln\u00e1 pilulka a u\u017e ch\u00e1pu pro\u010d. ALE! Ztratil jsem se. Hled\u00e1m cestu ven. Budu v kontaktu.
      \n
      Zdroj:       habr.com<\/a> <\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"

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