Moni, Habr! Pa Epulo 22 chaka chino, ndidalemba nkhani ya Habr za kuchotsera pamakina a CRM. Kenaka zinawoneka kwa ine kuti mtengo unali wofunikira kwambiri wosankha, ndipo ine ndikhoza kusankha mosavuta china chirichonse ndi ubongo wanga ndi chidziwitso monga woyang'anira dongosolo. Abwana amayembekezera zozizwitsa zachangu kuchokera kwa ine, ogwira ntchito amakhala osagwira ntchito ndikugwira ntchito kunyumba, Covid anali akusesa dziko lapansi, ndinasankha dongosolo lamaloto. Lero ndi August 25, ndipo dongosololi silinasankhidwe, ngakhale zokondedwa zadziwika. Ine ndi anzanga angapo tinadutsa maulendo angapo, kupyolera mu ma megabytes a maimelo, macheza komanso kuchuluka kwa mawu. Ndipo mwadzidzidzi ndinafika pamapeto osangalatsa: CRM kulibe. Palibe. Ndi zimenezo, abwenzi. Ndipo uwu si mutu wa Clickbait, uku ndikuwunika kowunika.
Penyani manja anu
Wanga, yomwe inalembedwa mu April, koma zikuoneka ngati dzulo.
Gahena pantchito, kunyumba kokha, kudzipatula kunandipatsa nthawi yowonjezerapo - koma osati chifukwa sindimagwira ntchito mokwanira, koma chifukwa sindimakhala panjira pafupifupi maola atatu. Panalibe funso loti ndichite - ndinapitiliza kuyesa machitidwe a CRM ndi kulimbikira kwa manic, chifukwa abwana anga akufuna kutuluka m'mavuto ndi mano ndikugwira ntchito m'njira yatsopano. Inde, ndimagawana zomwe akufuna, koma kukumba mapulogalamu ambiri ndikosangalatsa kwambiri. Chifukwa chake, kuti ndisinthe moyo wanga, ndidaganiza zosiya kusankha kuchokera kumbali zosamveka bwino ndikulemba nthawi ndi nthawi zowonera pano pa Habr.
Popeza mndandanda wa CRM womwe ndaphunzira wasintha, ndiwonjezera ndikusintha tsamba langa la ngwazi. Koma CRM sinasankhidwebe ndipo zolemba zonse sizitanthauza kanthu - zonse zisanu ndi zinayi ndizabwino, zonse zachita bwino.
- - adachoka pamndandanda waufupi chifukwa cha kukwera mtengo komanso kufunikira kogula zolumikizira zingapo chifukwa cha akaunti yaku Russia
- - adasiya pamndandanda waufupi chifukwa cha kukwera mtengo komanso kufunikira kogula mtundu wina wantchito zingapo
- - pamindandanda
- - pamindandanda
- - pamindandanda
- - pamindandanda
- - ndinasiya pamndandandawu chifukwa cha magwiridwe antchito ochepa komanso zinthu zina zaukadaulo zomwe sindimakonda
- - adatuluka pamndandanda waufupi chifukwa kutayika kwa omwe akupikisana nawo "ligi yawo pansi pa phiko la 1C"
- - pamindandanda
Pakhala pali ma CRMs kuyambira pamenepo, koma nthawi zambiri ... chabwino ... sizinagwire ntchito konse, mayankho osawoneka bwino omwe adasiya kukopa pakuwunika koyamba + 2 mayankho omwe adachokera kunja adagwa chifukwa chopindika. Koma ngati mukuganiza kuti machitidwe 5 omwe ali pamndandandawu amapangitsa moyo kukhala chidutswa cha keke, ndiye kuti mukulakwitsa - ndikudziwa kale kuti zowawa za chisankho zidzapitilira, chifukwa pali ochulukirapo omwe akufunidwa ndipo ine, pozindikira kuti ofunsirawa abwera. atha kuchita zambiri, adaganiza zodutsa zokambirana zingapo.
Chifukwa chake, malingaliro anga atsopano: CRM ku Russia ... ayi! Kutengera tanthauzo lokhazikika la dongosolo la CRM, palibe pamndandanda wanga.
Nthawi zambiri, ndikukhala wodzidalira pang'ono tsopano: palibe yankho lililonse lomwe lingatchulidwe ERP, CRM, kapena BPM. Awa ndi mayankho onse okhala ndi kuthekera kwakukulu.
Mwachidule, ku mutuwo.
Chithunzi cha CRM mu vacuum
Kodi CRM ndi chiyani?
Tiyeni titenge tanthauzo kuchokera ku Wikipedia: kasitomala kasamalidwe dongosolo (CRM, CRM-system, chidule cha Chingerezi. Customer Relationship Management) - mapulogalamu ogwiritsira ntchito mabungwe omwe amapangidwa kuti azitha kugwiritsa ntchito njira zolumikizirana ndi makasitomala (makasitomala), makamaka kuti awonjezere malonda, kukhathamiritsa kutsatsa komanso kukonza ntchito zamakasitomala posunga zambiri za makasitomala ndi mbiri ya maubwenzi ndi iwo, kukhazikitsa ndi kukonza njira zamabizinesi ndi kusanthula kotsatira kwa zotsatira.
Ndiko kuti, mawonekedwe angapo amtundu wa CRM amatha kudziwika.
- Imayendetsa njira - ndiko kuti, imalowa m'malo mwa njira zina zomwe zimachitika nthawi zonse ndi makina opangidwa ndi makina ndipo imapereka njira zolumikizirana ndi ntchito zachangu komanso zopindulitsa panthawi yonse yogwira ntchito ndi makasitomala.
- Cholinga chake ndi kugulitsa, kutsatsa ndi kuthandizira - CRM imagwira ntchito ndi zochitika zonse zamakampani. Ndikofunikira kuti madipatimenti onse atatu azikhala ndi chidziwitso mu CRM.
- Imasunga zidziwitso zosonkhanitsidwa - DBMS imadziunjikira, imayendetsa ndikusunga zidziwitso zokhudzana ndi zochitika, makasitomala, zochitika zazikulu, ndi zina zambiri.
- Cholinga chake ndi kusanthula zotsatira - chifukwa cha kusonkhanitsa ndi kusunga chidziwitso, dongosolo la CRM limapereka ntchito zowunikira.
Wow, mukuwona momwe ndidapangira zonse mochenjera - zonse chifukwa ndimamvera maulaliki khumi ndi awiri ndi theka a CRM, kuwerenga theka la intaneti ndikusanthula mutuwo. Mayankho onse omwe atchulidwa ali ndi izi, koma ambiri mwa iwo ndi gawo laling'ono chabe la ntchito yonse.
Momwe ndidawonera CRM ndisanafufuze mutuwo
Pakampani yanga, ogulitsa ndi oyang'anira samangokhala chete pankhani ya mapulogalamu - ichi sichinthu chambuye. Chifukwa chake, zokhumba zathu ndizapakati: Ndidawamenya mwa iwo pafupifupi mokakamiza. Koma bwana wanga ndi ine tidawona bwino: kasitomala adabwera, adalowetsedwa mu CRM, kenako CRM adayitana, adaphatikiza zikalata penapake, adayang'ana magawo angati adadutsa, ndikutseka mgwirizano. Kenako adatenga, kusanthula magawo, omwe adayenera kulipidwa, omwe adayenera kudzudzulidwa, njirayo idakometsedwa, mwachangu. Kwa ife, CRM inali njira yogulitsa.
Momwe ndimawonera CRM patatha pafupifupi miyezi 5 ya ntchito yowunikira
Mwina, ngati nditayamba ndi amoCRM, sindikanadziwa zomwe zikuchitika ndi msika wa CRM, chifukwa zimangogwirizana ndi malingaliro anga. Ndikagula, kenako malayisensi a "My Warehouse", kenako zowonjezera zingapo ndikudziona ngati wopanga makina. Komanso, osayima kuyimba abwenzi adongosolo lino samakulolani kuti muganizire njira zina.
Koma mwanjira ina zidapezeka kuti ndidayamba nazo ndipo chisankho ichi, mosasamala kanthu za zovuta ndi mitengo, chinakhazikitsa mlingo wosiyana pang'ono, kapena m'malo mwake, chinabala lingaliro loyamba: "Bwanji ngati sindikufunikanso kugula pulogalamu yosungiramo katundu?" Ndipo ndinapeza mayankho ndi nyumba yosungiramo katundu "pabwalo", mpaka anayi! Ndiyeno, nditamvetsera zowonetsera za ma CRM ena, nditakhala kumbuyo kwa mnzanga, ndinazindikira kuti ma CRM amakono ndi machitidwe ambiri omwe amatha kuchita zambiri. Koma ... ndi CRM? Kodi hyper-automation idzagwira ntchito kubizinesi yomwe inkadikirira zogulitsa zokha, koma zonse nthawi imodzi? Kodi automation yamtunduwu ndiyofunikira? Mutu wanga uli ndi malingaliro - sindinaganizirepo kwambiri za mapulogalamu m'moyo wanga wonse monga admin ndi manejala!
Ngati pali chilichonse, ndimasankha CRM osati kampani iliyonse, koma kampani yaying'ono yomwe ikuchita malonda ogulitsa zinthu zotopetsa mu B2B. Tilipo 17 okha, koma aliyense amafunikira CRM - pazifukwa zosiyanasiyana. Nanga nβcifukwa ciani ndikukumba motalika chonchi? Ndikuvomereza, mwakufuna kwanga: Ndikufuna kupeza yankho labwino kwambiri pamtengo wokwanira komanso ndikusintha pang'ono. Wolota!
Awa ndi ma CRM - osati ma CRM omwe ndidawunikira.
Zinanso ngati BPM yokhala ndi mawonekedwe a CRM
Nthawi zambiri, ndidayesetsa kupewa mayankho ndi BPM m'bwalo, makamaka muzolemba za BPMN. Choyamba, sindikuwona momwe tingamangire njira zamabizinesi mukampani, ndipo kachiwiri, antchito anga ali motere: ine, abwana ndi khamu la dipatimenti yamalonda ndi ogulitsa omwe sali BPMN, Excel, monga. moto, mantha. Komabe, pakuyesedwa kwa CRM (ndipo analipo kale 17 a iwo, ena adangosiya kuyimba koyamba) ndinazindikira kuti payenera kukhala njira mu CRM system (osati CRM?) chifukwa imathandizira kwambiri moyo wa oyang'anira: taganizirani, mukudziwa bwino , zomwe ziyenera kuchitika, ndani ayenera kuchita ndi pamene, zonsezi zalembedwa, zimakumbutsa ndi kutumiza makalata. Nkhani yabwino yomwe mutha kukulunga chilichonse, kutsiriza mgwirizano, kubwereketsa ndi maphunziro, kutumiza, kukwezedwa, chilichonse chomwe mungafune.
Ndipo inde, njira zamabizinesi pakukhazikitsa kwawo bwino zimapezeka mumayankho angapo pamsika. Mwa zomwe tikufufuza, njira zomwe zili mu BPMN 2.0 notation zilimo , m'njira imodzi kapena ina ndimakonda momwe bizinesi imagwirira ntchito ΠΈ - iwo ali, kunena mophiphiritsira, anthu ndi omveka. Ayi, ndithudi, ndilibe chiyembekezo kuti woyang'anira malonda a feteleza Ivan adzatha kuthana nawo, koma ndikukhulupirira kuti adzapeza momwe angagwirire ntchito ndi maunyolo okonzedwa m'makina. Mwa njira, alangizi a amoCRM akulimbikitsa kwambiri lingaliro lakuti malonda ogulitsa ndi ndondomeko ya bizinesi - chabwino, simungatsutsane nazo, koma ndi njira imodzi, simungapange ena onse pa izo, muyenera kugula. njira yamtengo wapatali yachitatu ndi theka la lita kuti adziwe , kapena abwenziwo adzakhazikitsa njira mu chinthu ichi, koma pamtengo wapamwamba.
Chifukwa chake, m'gulu ili ndikupereka kanjedza ndi yankho logwirizana mwachindunji ndi njira zamabizinesi, pakati pawo pali zomangidwa zokonzeka. Chabwino, kwenikweni, malondawo ankatchedwa bpm'online, kotero palibe kukayikira za njira. Choyipa ndichakuti iyi ndi njira yotsika mtengo kwambiri, yomwe imakhalanso yosagwirizana ndi kusinthasintha kwake - mwachitsanzo, njira yotsatsa malonda ndi njira yotsika mtengo.
Zambiri monga ERP yokhala ndi magwiridwe antchito a CRM
Apa ndi pamene chirichonse chiri chovuta, chifukwa chilengedwe chonse chimafika pachimake, koma pali mafunso okhudza momwe angathanirane ndi yankho ili. Malingaliro oyamba ali ngati kugula Dodge RAM-3500, ndiyeno kuganizira momwe mungayendetsere m'misewu yopapatiza m'dera la Ostozhenka, mwachitsanzo. Koma izi ndi ziyembekezo ndi mwayi watsopano wotakata, zomwe zikutanthauza kuti si zonse zomwe zili zophweka. Chifukwa chake, ngati simunadziwe, dongosolo la ERP ndi pulogalamu yomwe imathandiza kuphatikiza magwiridwe antchito, kupanga, anthu, kasamalidwe kachuma, ndi zina zambiri. Dongosolo lazambiri pamakina oterowo limathandiza kukhathamiritsa ndi kubwezeretsanso zinthu munthawi yake ndikumanga njira. Kukhala dongosolo la ERP lathunthu ndizovuta, chifukwa ndi nkhani yokhudza ma tender ovomerezeka, kupanga zina zovuta, kukhazikitsa kwapang'onopang'ono kwa nthawi yayitali, ndi zina zambiri. Kunena zowona, ine sindingafune kulumikizana ndi "munthu wotopa" yemwe amazolowera izi. Koma sindikanakana nyumba yosungiramo zinthu, komanso mwina kupanganso.
Ndidapeza chilichonse chomwe ndimafunikira pakuwona kuti "ndipatseni chidutswa cha ERP" pamakina awiri: ΠΈ . Yankho la Microsoft lakonzedwa bwino pa ntchito iliyonse, koma kugwirizanitsa uku, monga momwe zinakhalira, kumafuna ndalama zambiri, popeza CRM / ERP ndi yapadziko lonse lapansi, koma ku Russia pali zambiri ndipo, chifukwa chake, zowongolera zomwe makampani ogwirizana ayenera kulipidwa. Mukakhala bizinesi yaying'ono ndikuzindikira kukula kwake, zimamveka ngati mwatsala pang'ono kuphwanyidwa. Chabwino, kapena ndinali mu quarantine mood. ndi njira yosangalatsa, yomwe palokha ili pafupifupi ERP (imapezekanso padera), koma zikuwoneka kwa ine mochulukirapo kuti iyi ndi nkhani yamakampani akuluakulu kapena bizinesi yapadziko lonse lapansi. Aka ndi nthawi yanga yoyamba kukumana ndi mayankho a kalasili ndipo ndikudabwa kwambiri.
Ndipo apa, chodabwitsa, Imakwaniritsa zosowa zamabizinesi ang'onoang'ono bwino (ndikuganiza zonse zapakati ndi zazikulu, koma zomwe tingaganizire za iwo - ndani angaganize za ife ...), popeza zimangopangidwa mwadongosolo, zolumikizidwa bwino pakati pa ma modules ndipo zimaphatikizapo chilichonse: KPI, nyumba yosungiramo zinthu. , kupanga, ena Nanga bwanji zowerengera ndalama, kasamalidwe ka polojekiti, kuwerengera ndalama zambiri, kaundula wa ndalama, makadi okhulupilika, ndi zina. Mwachidule, pali chirichonse - kawirikawiri, chirichonse chomwe chingakhoze kuwonedwa mu dongosolo lamalonda lamakono. Zowona, zonsezi zimapezeka mu "akuluakulu" kope, zomwe zimawononga ndalama zambiri kuposa zoyambira - ndipo kwa ena, zomasulira zocheperako zitha kukhala zokwanira. Koma pamapeto pake, ndizotsika mtengo kwambiri kuposa Microsoft - nthawi ino zimapangidwira 100% ku bizinesi yaku Russia, popanda zolumikizira (koma pali zosintha zina, ndikuganiza - sindinafikebe pamenepo). Koma zomwe ndimasowa (popeza tikupalasa kudziko lonse lapansi) ndikuwongolera ogwira ntchito - zikuwoneka ngati pali ma KPIs, mapulani ndi khadi la ogwira ntchito, koma mtundu wonsewu wowerengera anthu kulibe. dandaulo kwa aliyense.
Mwinanso ndiyika pano - Zikuwonekeranso kuti zikuyenda bwino padziko lonse lapansi, ngakhale ndizosauka bwino kwambiri.
Nthambi yachisinthiko iyi yopita ku ERP ikuwoneka kwa ine kukhala yomveka komanso yolondola pamakina a CRM - mabizinesi ang'onoang'ono ndi apakatikati amafunikira mayankho amphamvu padziko lonse lapansi.
Zambiri ngati portal yamakampani yokhala ndi ntchito za CRM
- nkhani yovuta kwambiri padziko lapansi ya CRM, phantom yeniyeni ndi werewolf. Ngati za machitidwe ena ndinganene kuti iyi ndi CRM yokhala ndi zowonjezera kapena CRM yapamwamba, ndiye za Bitrix24 ndingakonde kunena kuti ndi portal yamakampani yokhala ndi gawo la CRM ndi zinthu zapaintaneti. Kodi mukumva kusiyana kwake? Pazotsalazo muyenera kugwira ntchito, mu Bitrix muyenera kukhala ndikuwongolera mbali zonse za ntchitoyi. Kumbali imodzi, chilengedwe chonse pano chili pamlingo, kumbali ina, zida zonse zamakampani zimasokoneza ntchito ndipo sizingabwere ku CRM.
Mwa njira, ndili ndi chinthu chomvetsa chisoni kwa inu: Bitrix24 yaulere ndi chinthu chochepa kwambiri, chomwe kampaniyo imakula kale pa siteji ya kuyesa dongosolo. Koma mozama, kwenikweni, ngati mukufuna Bitrix24, yomwe sikuti imangosunga china chake pamenepo, koma imagwira ntchito momwe idapangidwira, ndiye kuti mukufunika mtengo wa Team, kapena Company. Chabwino, ngati mwadzidzidzi munaganiza kuti mutha kupita patali ndi zero.
Koma pakati pa zipata zamakampani ndi malo ochezera a pa Intaneti, ili ndi yankho lamphamvu, chifukwa chake ngati mumayang'ana kwambiri kulumikizana kwamkati, yankho ili lingakhale loyenera kwa inu.
Zambiri ngati CRM...?
Nanga bwanji ena onse? Enanso anali komweko. Ndiphatikiza mugululi , , . Awa ndi machitidwe a CRM ogulitsa, ndipo amoCRM "amatsatira" mosamalitsa lingaliro la kachitidwe kogwirira ntchito ndi makasitomala, koma ena awiriwa ali kale panjira yopita ku njira yothetsera vutoli komanso pamlingo wa ERP: Bizinesi yosavuta yasintha pang'ono. pamwamba, KB akadali pachiyambi. Mwa njira, amoCRM ikhoza kukulitsidwa ndi ndalama pogwiritsa ntchito ma addons, mapulagini ndi maphatikizidwe, koma mabelu ndi mluzu wotere amawoneka okwera mtengo komanso ovuta kwa ine - monga woyang'anira dongosolo, sindinakonzekere m'maganizo kuti ndikhale ndi udindo pa zoo yotere, malipiro ake. , ndi zina.
Zikuwoneka kuti apa, pafupifupi akale, gulani CRM yanu kale ndikukhazika mtima pansi, Vanya. Koma! Pambuyo pa zisankho zomwe zatchulidwa pamwambapa, mwanjira ina sindikufuna kukhala wodzichepetsa pa ndalama zomwezo (kapena zambiri).
Inde, sindidziona kuti ndine wanzeru kwambiri, kotero ndinayang'ana mndandanda wa anthu ena, ndemanga, mavoti. Zowona, ndidawona kuti 90% yaiwo ndi ng'ombe, chifukwa malo oyamba si Microsoft, osati amo, osati bitrix24, koma ma CRM ena omwe sanandipatseko kutsatsa kulikonse m'miyezi ya 5. Ine ndinawayang'ana iwo, ngakhale kupyola mu zowonetsera kangapo ... Kodi izi ndizozama? Kodi akudalira ndani pa mavoti okwezedwa ndi olipidwa awa? Chabwino, muyenera kuganiza ndi malingaliro anu.
Ndipo ndikupitiriza kuganiza ndi kusanthula. Nazi zosankha za ma CRM osankhidwa omwe si ma CRM, koma ma hyper CRM kapena ma CRM apamwamba kwambiri. Ndipo "hyperfunctionality" iyi ndiyopulumutsa kwambiri kampaniyo, chifukwa mumapeza chilichonse pamalo amodzi. Kumbali ina, pali chiopsezo chosokonezeka, kutayika ... Kotero ndinalangizidwa kuti ndigwiritse ntchito CRM panthawi yokhala kwaokha, chifukwa ndi njira yabwino yolimbana ndi zovuta, pafupifupi mapiritsi amatsenga, ndipo ndimamvetsa chifukwa chake. KOMA! Ndasokera. Ndikuyang'ana njira yotulukira. Ndilumikizana.
Source: www.habr.com