{"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\/ro\/blog\/news\/crm-2020","title":{"rendered":"CRM 2020","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>Domeniul IT este o activitate nerecunosc\u0103toare \u0219i previziunile aici sunt la fel ca vremea de vara trecut\u0103, oricum te vei \u00eenghe\u021ba. Sau te vei uda. Sau vei avea un insola\u021bie. Dar \u00een ceea ce prive\u0219te prognozele pentru 2019, dup\u0103 cum a ar\u0103tat timpul, ne-a ie\u0219it destul de bine, a\u0219a c\u0103 am decis s\u0103 vorbim despre tendin\u021bele CRM din 2020, a\u0219a cum le vedem noi pentru micile \u0219i mij Specialistii. Avem 11 puncte, nu este deloc simbolic, iar ce simbolism \u0219i profe\u021bie exist\u0103 \u00een activitatea inginerilor. Tot ce consider\u0103m un trend conform echipei noastre se bazeaz\u0103 pe 14 ani de experien\u021b\u0103 pe pia\u021ba CRM, pe activit\u0103\u021bile actuale din industrie \u0219i pe cerin\u021bele clien\u021bilor no\u0219tri. \u00cen esen\u021b\u0103, ne asum\u0103m r\u0103spunderea pentru prognoz\u0103.<\/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>Sezonul acesta, modul de a prezice vremea este doar a\u0219a \ud83d\ude41<\/i><br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><br \/>\nImportant! Prognoza se refer\u0103 la pia\u021ba din Rusia \u0219i automatizarea companiilor din Rusia \u0219i CSI, \u00een pie\u021bele occidentale \u0219i \u00een SUA exist\u0103 tendin\u021be complet diferite \u0219i, desigur, o alt\u0103 situa\u021bie \u00een acest moment.\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>P\u00e2n\u0103 acum, picurile de interes pentru CRM au avut loc doar \u00een timpul s\u0103rb\u0103torilor, 2018 - 2019, Rusia + CSI, Yandex<\/i><\/p>\n<h2>CRM va dep\u0103\u0219i complet limitele v\u00e2nz\u0103rilor<\/h2>\n<p>\nDezvoltatorii de sisteme CRM continu\u0103 s\u0103 \u00ee\u0219i promoveze produsele pe baza unor idei precum \u201eimplementarea CRM - aceasta \u00eenseamn\u0103 +50% la v\u00e2nz\u0103ri\u201d, deoarece \u00een con\u0219tiin\u021ba utilizatorilor s-a consolidat modelul de a a\u0219tepta cre\u0219terea v\u00e2nz\u0103rilor de la un sistem CRM. \u00cens\u0103 aceast\u0103 \u00een\u021belegere a CRM este \u00eenvechit\u0103: majoritatea sistemelor au devenit deja solu\u021bii universale pentru automatizarea complet\u0103 a afacerilor, de la secretar p\u00e2n\u0103 la director general, incluz\u00e2nd logisticienii, produc\u0103torii, marketerii \u0219i cei din v\u00e2nz\u0103ri.\u00a0<\/p>\n<p>\u00cen prezent, toate premisele s-au creat pentru ca afacerea s\u0103 con\u0219tientizeze toat\u0103 puterea func\u021bional\u0103 <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">sistemele CRM<\/a><\/noindex>. Exist\u0103 c\u00e2teva puncte pe care am dori s\u0103 le \u201eimplement\u0103m\u201d \u00een 2020 \u0219i s\u0103 le ancor\u0103m \u00een con\u0219tiin\u021ba utilizatorilor de sisteme CRM.<\/p>\n<ul>\n<li>Procesele de afaceri trebuie automatizate \u00een orice companie, indiferent de domeniul de activitate \u0219i dimensiune. Automatizarea activit\u0103\u021bilor de rutin\u0103 \u0219i o distribu\u021bie clar\u0103 a etapelor \u0219i responsabililor economisesc bani pentru companie \u0219i elibereaz\u0103 resursele umane (care, de altfel, nu ar trebui s\u0103 fie reduse, ci folosite eficient).\n<\/li>\n<li>Sistemul CRM trebuie s\u0103 fie centrul planific\u0103rii individuale \u0219i colective, astfel \u00eenc\u00e2t conducerea \u0219i colegii s\u0103 poat\u0103 controla timpul \u00een cadrul echipei. \u0218i s\u0103 crede\u021bi, planificatorii din unele sisteme CRM sunt mult mai buni dec\u00e2t popularul Google Calendar (\u0219i mai siguri!).\n<\/li>\n<li>CRM trebuie perceput de afaceri nu ca un instrument de v\u00e2nz\u0103ri, ci ca un instrument de securitate, deoarece \u00een acesta sunt p\u0103strate \u00eenregistr\u0103rile despre to\u021bi clien\u021bii (baza de clien\u021bi), tranzac\u021biile \u0219i majoritatea opera\u021biunilor. Este foarte important\u0103 posibilitatea de a atribui drepturi de acces fiec\u0103rui angajat (ceea ce rareori este utilizat, de\u0219i ar trebui). Nu trebuie s\u0103 organizati v\u00e2n\u0103toare de vr\u0103jitoare \u0219i s\u0103 verifica\u021bi fiecare angajat \u2014 este suficient s\u0103 configura\u021bi m\u0103surile de securitate pentru un singur sistem CRM, iar conduc\u0103torul afacerii va dormi pu\u021bin mai lini\u0219tit.\n<\/li>\n<\/ul>\n<p>\n\u00cencerca\u021bi s\u0103 privi\u021bi CRM-ul dintr-o perspectiv\u0103 mai larg\u0103. Apropo, pute\u021bi desc\u0103rca manualul nostru <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">RegionSoft CRM<\/a><\/noindex> \u0219i s\u0103 vede\u021bi ce poate face un sistem separat \u2014 aproape 400 de pagini de descriere a posibilit\u0103\u021bilor sistemului nu se refer\u0103 doar la v\u00e2nz\u0103ri (<noindex><a rel=\"nofollow\" href=\"http:\/\/bit.ly\/2ONW3Nv\">link direct pentru desc\u0103rcare f\u0103r\u0103 viru\u0219i \u0219i alte mizerii<\/a><\/noindex>). P\u00e2n\u0103 \u00een 2020, ne-am str\u0103duit s\u0103 cre\u0103m un sistem cu toate func\u021biile esen\u021biale \u0219i, ceea ce este important, utilizate \u00een afaceri, f\u0103r\u0103 AI \u0219i senzori de puls. Suntem despre afaceri.<\/p>\n<h2>Mica afacere se va \u00eendrepta c\u0103tre omnicanalitate<\/h2>\n<p>\nAcum 3-5 ani, principalele canale de comunicare \u00eentre afaceri \u0219i clien\u021bi erau telefonul (IP-telefonie) \u0219i e-mailul. Ast\u0103zi lucrurile stau diferit: clien\u021bii \u0219i vizitatorii site-ului pot veni din chatul de pe site, Telegram, chatul de pe Yandex \u0219i din re\u021belele sociale (mai relevant pentru B2C). \u00cen fa\u021ba sistemului CRM, ca principal software pentru activitatea comercial\u0103 a companiei, se afl\u0103 sarcina: de a colecta, procesa \u0219i p\u0103stra informa\u021biile despre toate dialogurile semnificative. Acest lucru poate fi realizat separat pentru fiecare canal sau, de exemplu, se poate colecta totul \u00een e-mail \u0219i \u00een chatul de pe site \u0219i apoi integrarea acestora \u00een CRM. Aceast\u0103 solu\u021bie este optim\u0103 din perspectiva securit\u0103\u021bii \u0219i organiz\u0103rii datelor: mai pu\u021bine conexiuni externe, un risc mai mic de atacuri neobi\u0219nuite \u0219i de intruziune \u00een sistem.<\/p>\n<p>Omnicanalitatea va continua s\u0103 se dezvolte pentru ca clientul s\u0103 comunice exact a\u0219a cum este convenabil pentru el, nu a\u0219a cum dicteaz\u0103 software-ul dumneavoastr\u0103. De ce ar trebui s\u0103 lua\u021bi \u00een considerare acest lucru?<\/p>\n<ul>\n<li>Nu ve\u021bi pierde niciun client sau vizitator interesat al site-ului.\n<\/li>\n<li>Ve\u021bi avea mai multe date \u00een prima etap\u0103.\n<\/li>\n<li>\u00cen fa\u021ba dumneavoastr\u0103 se deschid oportunit\u0103\u021bi de publicitate, direc\u021bionate c\u0103tre canalul de comunicare (totu\u0219i, acesta este un tip de mesaj publicitar destul de controversat, a\u0219a c\u0103 evalua\u021bi c\u00e2t de relevant \u0219i etic este s\u0103 \"fugi\u021bi\" dup\u0103 client \u00een spa\u021biul lui personal).\n<\/li>\n<li>Ve\u021bi g\u0103si u\u0219or limbaj comun cu utilizatorii care evit\u0103 apelurile telefonice \u0219i comunicarea verbal\u0103 cu agen\u021bii de v\u00e2nz\u0103ri, inginerii \u0219i suportul tehnic. \u00cen plus, \u00een procesul de coresponden\u021b\u0103, managerii companiei au mai mult timp s\u0103 reflecteze asupra p\u0103r\u021bii lor de dialog, ceea ce \u00eembun\u0103t\u0103\u021be\u0219te semnificativ calitatea informa\u021biilor furnizate.\n<\/li>\n<\/ul>\n<p><\/p>\n<h2>Analiza \u2013 puterea micilor afaceri<\/h2>\n<p>\nAceast\u0103 tendin\u021b\u0103 exist\u0103 de mul\u021bi ani, \u00eenc\u0103 din momentul cre\u0103rii primelor sisteme CRM, dar, cu toate acestea, micile afaceri au \u00eenceput s\u0103 adopte analiza doar acum. Aceast\u0103 \u00eent\u00e2rziere \u00een aderarea la tendin\u021b\u0103 se datoreaz\u0103 a dou\u0103 motive: 1) afacerile nu aveau nevoie de analiz\u0103 \u0219i \u00ee\u0219i stabiliser\u0103 ca principal obiectiv \u2013 v\u00e2nzarea; 2) nu exista o cultur\u0103 de afaceri masiv\u0103 privind utilizarea datelor. Situa\u021bia s-a schimbat: 1) \u00een condi\u021biile concuren\u021bei non-pre\u021b, o cunoa\u0219tere aprofundat\u0103 a fiec\u0103rui client devine cu adev\u0103rat valoroas\u0103; 2) analiza a ajuns \u00een micile afaceri prin Yandex.Metrica \u0219i Google Analytics \u2013 aceste date digitale au determinat micile afaceri s\u0103 mediteze asupra indicatorilor, s\u0103 analizeze \u0219i s\u0103 se schimbe. Din p\u0103cate, aceasta r\u0103m\u00e2ne \u00eenc\u0103 o tendin\u021b\u0103, nu o realitate, iar \u00een 2020 aceasta va continua.<\/p>\n<p>O CRM implementat\u0103 corect este o baz\u0103 de cuno\u0219tin\u021be ideal\u0103 despre fiecare client \u0219i ofer\u0103 oportunit\u0103\u021bi enorme pentru un serviciu impresionant \u0219i pentru asisten\u021ba post-v\u00e2nzare. \u0218i aceste oportunit\u0103\u021bi se transform\u0103 \u00een bani. Este evident c\u0103 anul 2020 nu va fi unul lini\u0219tit \u0219i calm din punct de vedere economic, a\u0219a c\u0103 b\u0103t\u0103lia pentru fiecare client se va intensifica. Vre\u021bi s\u0103 supravie\u021bui\u021bi? \u00cenarma\u021bi-v\u0103 cu analiza \u00een sistemul dumneavoastr\u0103 CRM; rezultatul va fi destul de rapid \u0219i satisf\u0103c\u0103tor. Chiar dac\u0103 nu ve\u021bi construi sisteme de analiz\u0103 superioare, ci ve\u021bi lucra cu cifrele \u00eentr-un mod mai pu\u021bin riguros \u0219i ve\u021bi trasa concluzii.<\/p>\n<h2>Serviciile complexe vor cre\u0219te \u2013 din p\u0103cate.<\/h2>\n<p>\nS\u0103 fiu sincer \u2014 acest trend nu ne place, dar a ap\u0103rut recent \u0219i va continua s\u0103 creasc\u0103. Ast\u0103zi apar agregatoare de sisteme CRM care v\u00e2nd pur \u0219i simplu, iar furnizorii de hosting ofer\u0103 nu doar hosting, ci VDS cu CRM, 1C, birou \u00een cloud. Din perspectiva unui manager obi\u0219nuit, a unui director \u0219i a unui contabil \u2014 este excelent: se desf\u0103\u0219oar\u0103 rapid, f\u0103r\u0103 contracte I\u0422S, plata nu intr\u0103 \u00een cheltuielile de capital, totul este realizat de administratori externi, f\u0103r\u0103 stres. \u0218i, cel mai important, este convenabil \u0219i trebuie s\u0103 lucrezi doar cu o singur\u0103 companie. Acesta este un trend trist \u2014 iat\u0103 de ce.<\/p>\n<ul>\n<li>Riscurile nu sunt distribuite: \u00een cazul unor probleme tehnice sau comerciale cu hostingul, vei pierde totul \u0219i vei asigura un timp de nefunc\u021bionare \u00een activitate, practic f\u0103r\u0103 a depinde de tine.\n<\/li>\n<li>\u00cen sistemele preinstalate pe servere la distan\u021b\u0103, adesea exist\u0103 restric\u021bii privind modific\u0103rile de configura\u021bie, set\u0103rile, extinderea etc.\n<\/li>\n<li>Taxa de abonament pentru astfel de servicii (iar aceasta este \u00eentotdeauna o tax\u0103 de abonament) va dep\u0103\u0219i rapid costul achizi\u021bion\u0103rii licen\u021belor software (CRM sau acela\u0219i 1C), iar costul de proprietate va fi considerabil, mai ales pentru o firm\u0103 mic\u0103.\n<\/li>\n<li>Nu vei putea fi niciodat\u0103 sigur de securitatea datelor tale \u0219i de existen\u021ba copiilor de rezerv\u0103 actualizate \u2014 nici atacul, nici factorul uman nu trebuie excluse.\n<\/li>\n<\/ul>\n<p>\nFii atent c\u00e2nd alegi astfel de servicii.<\/p>\n<h2>Micro CRM \u2014 nu pentru to\u021bi, dar necesar<\/h2>\n<p>\nSistemele CRM devin din ce \u00een ce mai complexe \u0219i mai universale. Noi desf\u0103\u0219ur\u0103m o dezvoltare continu\u0103 \u0219i activ\u0103 <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">RegionSoft CRM<\/a><\/noindex> de mul\u021bi ani \u0219i pe exemplul acestora vedem aceast\u0103 cre\u0219tere. De aceea a fost necesar s\u0103 separ\u0103m edi\u021biile \u0219i s\u0103 oferim fiec\u0103rei afaceri op\u021biunea sa (de\u0219i tuturor le-a pl\u0103cut \u00een special <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/loader.php?src=crm_redactions\">RegionSoft CRM Professional<\/a><\/noindex>). Cu toate acestea, exist\u0103 companii pentru care nici m\u0103car edi\u021biile inferioare ale sistemelor CRM disponibile pe pia\u021b\u0103 nu sunt adecvate. Ce le trebuie lor este s\u0103 \u00eenregistreze o solicitare unic\u0103 a clientului, s\u0103-l sune, s\u0103-l \u201econduc\u0103\u201d c\u0103tre v\u00e2nzare \u0219i s\u0103 finalizeze. Aceasta este micro \u0219i mic\u0103 afacere, care \u00eenc\u0103 nu este preg\u0103tit\u0103 s\u0103 pl\u0103teasc\u0103 pentru analize, documenta\u021bia ini\u021bial\u0103, formulare complexe de tranzac\u021bii, procese de afaceri \u0219i tot restul.\u00a0<\/p>\n<p>Pentru astfel de companii sunt necesare micro CRM-uri - solu\u021bii cloud foarte simple, care pot rezolva \u00eentreb\u0103rile de baz\u0103 ale afacerii f\u0103r\u0103 o implementare complicat\u0103, formare \u0219i, preferabil, ieftin. De aceea, afacerile caut\u0103 CRM-uri simple. Anterior, nu am observat aceast\u0103 necesitate, deoarece lucram \u00eendeaproape cu CRM-uri func\u021bionale puternice. Revela\u021bia a venit c\u00e2nd am lansat <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">sistemul nostru simplu de ticketing ZEDLine Support<\/a><\/noindex>: clien\u021bii au manifestat interes pentru el chiar ca pentru un CRM foarte simplu (o tranza\u021bie ca o cerere, telefonie, costuri de munc\u0103, statusuri - aceste elemente sunt suficiente pentru o parte din clien\u021bii din micile \u0219i micro\u00eentreprinderile).\u00a0<\/p>\n<p>Aceasta este o tendin\u021b\u0103 bun\u0103: de la o automatizare \u201emic\u0103\u201d, afacerea va ajunge mai devreme sau mai t\u00e2rziu la o automatizare complex\u0103 \u0219i va putea ob\u021bine acelea\u0219i beneficii ca \u0219i companiile mai mari, ceea ce \u00eenseamn\u0103 c\u0103 va cre\u0219te pe baza analizei, lucr\u00e2nd cu KPI \u0219i gestion\u00e2nd procesele de afaceri. Una dintre cele mai bune tendin\u021be pe care le-am observat.\u00a0<\/p>\n<h2>Low code - o capcan\u0103 pentru manageri<\/h2>\n<p>\n\u00cen 2019, conceptul de low code a revenit \u00een lumea CRM-ului. Practic, acestea sunt acelea\u0219i platforme de dinainte, dar \u00een sf\u00e2r\u0219it au ob\u021binut un nume de marketing atractiv. Designer de procese cu suport BPMN? - Da, acesta este low code! Editor UI vizual? - Low code. \u00cen general, editorul vizual al proceselor de afaceri \u00een CRM-ul nostru RegionSoft sau configurarea unui formular \u00een sistemul de ticketing ZEDLine Support - toate acestea sunt low code. Apropo, mai este un sinonim pentru acest termen - NO-code.<\/p>\n<p>Sunt convins c\u0103 \u00een 2020 acest subiect va continua s\u0103 se dezvolte. Apropo, dac\u0103 dori\u021bi s\u0103 vede\u021bi un adev\u0103rat low-code, verifica\u021bi platforma Pega BPM, \u0219i de asemenea pre\u021bul acesteia \u0219i evalua\u021bi dac\u0103 angaja\u021bii dumneavoastr\u0103 pot face fa\u021b\u0103 acestui low code. \u00cen unele locuri este mai u\u0219or s\u0103 \u00eenve\u021bi un limbaj de programare \ud83d\ude42\u00a0<\/p>\n<p>Dezvoltarea low code implic\u0103 posibilitatea de a modifica sistemul informa\u021bional de partea clientului f\u0103r\u0103 a opri procesul de lucru, f\u0103r\u0103 a folosi cod de programare (prin \u201edezvoltare\u201d vizual\u0103). Cu alte cuvinte, este acea poveste \u00een care furnizorul vinde CRM\/ERP cu motiva\u021bia: \u201emanagerii pot modifica sistemul f\u0103r\u0103 abilit\u0103\u021bi de programare\u201d. \u0218i a\u021bi \u00eencercat vreodat\u0103 s\u0103 construi\u021bi ceva mai complex dec\u00e2t un proces liniar \u00een BPMN? Iubi\u021bi diagramele UML? Ei bine, nici unii IT-i\u0219ti nu sunt \u00een stare s\u0103 se implice \u00een asta, dar\u0103mite managerii obi\u0219nui\u021bi, pentru mul\u021bi dintre care software-ul este lansat \u201ecu o ap\u0103sare pe <i>penta gram\u0103<\/i> 1C.\u00a0\u00a0\u00a0\u00a0\u00a0<\/p>\n<p>De ce low code nu este tendin\u021ba de care ave\u021bi nevoie?<\/p>\n<ul>\n<li>Pentru a gestiona configura\u021bia low code, managerul trebuie s\u0103 cunoasc\u0103 cel pu\u021bin logica (ca subiect, nu ca tr\u0103s\u0103tur\u0103 de g\u00e2ndire) \u0219i s\u0103 aib\u0103 abilit\u0103\u021bi \u00een lucrul cu procesele. Pe scurt, un dezvoltator low code trebuie s\u0103 g\u00e2ndeasc\u0103 ca un dezvoltator. Altfel, va dura mult timp s\u0103 gre\u0219easc\u0103 \u0219i s\u0103 \u00eenve\u021be s\u0103 foloseasc\u0103 acest constructor.\n<\/li>\n<li>Va fi insuficient s\u0103 \"aduni\" un proces de afaceri, un raport sau un modul \u2014 este important s\u0103-l integrezi corect \u00een logica sistemului pe care \u00eel personalizezi.\n<\/li>\n<li>Este foarte probabil s\u0103 \u00eent\u00e2lne\u0219ti suport tehnic pl\u0103tit de la furnizor, deoarece vor ap\u0103rea \u00eentreb\u0103ri legate de utilizarea platformei low code, iar acesta va fi bucuros s\u0103 r\u0103spund\u0103 \u2014 contra cost.\u00a0\n<\/li>\n<li>Angaja\u021bii t\u0103i vor cheltui timp de lucru pe \u00eenv\u0103\u021barea platformei \u0219i pe \u201edezvoltarea low code\u201d \u00een sine, iar acest timp va fi pierdut \u00een detrimentul sarcinilor principale. Este mai u\u0219or s\u0103 cheltuie\u0219ti bani pe modific\u0103ri din partea furnizorului \u0219i s\u0103 nu le distragi angaja\u021bii de la sarcinile lor corespunz\u0103toare. Chiar dac\u0103 ai decis ferm s\u0103 treci la o platform\u0103 low code, cea mai bun\u0103 solu\u021bie va fi s\u0103 angajezi sau s\u0103 aloci o persoan\u0103 separat\u0103 pentru a lucra cu aceasta.\n<\/li>\n<li>Platforma low code nu este altceva dec\u00e2t un constructor, care dispune de un set limitat de cuburi, piese, roti\u021be \u0219i figurine. Dac\u0103 dore\u0219ti s\u0103 creezi o func\u021bie cu totul nou\u0103, necesar\u0103 pentru cerin\u021bele tale de afaceri, va trebui s\u0103 scrii cod real (iar cel mai probabil, s\u0103 te adresezi furnizorului).\u00a0\n<\/li>\n<li>Platformele au multe limit\u0103ri \u00een ceea ce prive\u0219te integr\u0103rile, API-urile, gestionarea e-mailurilor etc. Va trebui s\u0103 rezolvi aceste probleme \u00een afara capacit\u0103\u021bilor low code.\n<\/li>\n<\/ul>\n<p>\nNu exclud c\u0103 platformele low code, sub un anumit sos marketing, se vor dovedi a fi o tendin\u021b\u0103 de durat\u0103 pentru CRM-urile corporate, dar nu ar trebui s\u0103 ai a\u0219tept\u0103ri de la ele ca de la o explozie a unei supernove sau ca o solu\u021bie pentru toate problemele. Cel mai probabil, acestea sunt utile pentru proiecte mici f\u0103r\u0103 scalare \u0219i cerin\u021be de afaceri complexe sau, privind solu\u021biile scumpe, pentru companii care au bani s\u0103 se m\u00e2ndreasc\u0103 cu echipe de dezvoltatori (constructori) pentru platforme low code.<\/p>\n<h2>Nu pl\u00e2nge, Alice, timpul t\u0103u nu a venit \u00eenc\u0103.<\/h2>\n<p>\n\u00cen prognoza noastr\u0103 pentru 2019, am presupus c\u0103 tehnologiile vocale vor ajunge la sistemele CRM, dar sub forma: \u201eAlisa, sun\u0103-l pe Sergei Mihailov de la SRL \u201eIstok\u201d. Prognoza s-a \u00eemplinit \u00een cel mai r\u0103u mod: asisten\u021bii vocali, \u00eentr-adev\u0103r, au ajuns la sistemele CRM autohtone, dar deocamdat\u0103 pot doar s\u0103 creeze sarcini \u2014 aceasta este o sarcin\u0103 mult mai pu\u021bin inteligent\u0103 dec\u00e2t un apel vocal. R\u0103m\u00e2nem la p\u0103rerea noastr\u0103: deocamdat\u0103 asistentul vocal \u00een sistemul CRM este mai mult un truc de marketing \u0219i o distrac\u021bie, orizontul valorii de afaceri nu este vizibil.\u00a0\u00a0<\/p>\n<h2>Func\u021biile f\u0103r\u0103 scop vor cre\u0219te costul CRM-ului<\/h2>\n<p>\n\u00cen mediul comercial al companiilor IT, exist\u0103 conceptul de func\u021bie de afaceri (func\u021bionalitate util\u0103 care este inclus\u0103 \u00een lansare) \u0219i caracteristic\u0103 de produs (o chestiune nu foarte necesar\u0103, care este u\u0219or alimentat\u0103 publicului sub forma comunicatelor de pres\u0103 \u0219i a \u0219tirilor pe site-uri de profil). De exemplu, constructorul de procese de afaceri sau planificatorul sunt func\u021bii de afaceri importante, \u00een timp ce m\u0103sur\u0103torul de puls sau pedometru \u00een versiunea mobil\u0103 a CRM-ului sunt caracteristici de produs. \u00cen anumite condi\u021bii, astfel de caracteristici pot fi AI, VR sau gamificare \u2014 dac\u0103 acestea nu sunt aplicabile afacerii clien\u021bilor \u021binti\u021bi. Din p\u0103cate, \u00een 2018-2019 a avut loc o adev\u0103rat\u0103 avalan\u0219\u0103 de astfel de caracteristici: diverse CRM-uri au \u00eenceput s\u0103 ofere func\u021bii de marketing (dar mai u\u0219or de \u00een\u021beles!), s\u0103 cheme parteneri influen\u021bi din domeniul afacerilor, s\u0103 fac\u0103 colabor\u0103ri ciudate. Toate acestea cost\u0103 bani pentru companii \u0219i, evident, duc la cre\u0219terea costului solu\u021biei pentru consumatorul final.\u00a0<\/p>\n<p>Aceast\u0103 abordare va deveni una de trend, deoarece simplific\u0103 foarte mult sarcinile comerciale, permite accesul la cele mai diverse mass-media \u0219i, \u00een ciuda lipsei de sens, \u00eei place consumatorului. A\u0219adar, nu va exista un sfat \u2014 doar aminti\u021bi-v\u0103 c\u0103 pentru fiecare caracteristic\u0103 care v-a \u201ef\u0103cut z\u00e2mbi\u201d sau \u201ea generat hype\u201d, ve\u021bi pl\u0103ti exact voi. Ei bine, nu e prima dat\u0103 \u2014 oare nu pl\u0103tim cu to\u021bii pentru astfel de lucruri \u00een gadgeturi, aplica\u021bii \u0219i chiar \u00een instrumentele de dezvoltare? \ud83d\ude42\u00a0\u00a0<\/p>\n<h2>P\u0103durile vor continua s\u0103 creasc\u0103. Riscurile, de asemenea.<\/h2>\n<p>\nEuforia confortului \u0219i accesibilit\u0103\u021bii tehnologiilor cloud este umbrit\u0103 de probleme de securitate: integritatea datelor, configura\u021biilor \u0219i infrastructurii cloud este afectat\u0103 tot mai mult de atacuri externe, evenimente neprev\u0103zute \u0219i chiar dispute interne \u00eentre furnizorii de hosting \u0219i centrele de date. Astfel, o a treia parte, prezent\u0103 \u00een mod invizibil \u00een afacerile care utilizeaz\u0103 software cloud, devine o amenin\u021bare semnificativ\u0103 \u0219i real\u0103 pentru securitatea informa\u021biilor companiei.<\/p>\n<p>A renun\u021ba la tehnologiile cloud \u00een 2020 este cel pu\u021bin ciudat, a\u0219a c\u0103 trece\u021bi la o strategie de diversificare a riscurilor \u00een securitatea informa\u021biei: p\u0103stra\u021bi 2-3 copii de backup pe servere diferite, pentru stocarea bazei de clien\u021bi \u0219i a bazei de date a tranzac\u021biilor, prefera\u021bi CRM-uri desktop (care sunt g\u0103zduite pe serverul dvs.), monitoriza\u021bi securitatea permisiunilor de acces. Dac\u0103 ave\u021bi dificult\u0103\u021bi \u00een a gestiona aceast\u0103 situa\u021bie, solicita\u021bi ajutorul unei companii de securitate externalizate sau al administratorului de sistem care v\u0103 viziteaz\u0103. Nu economisi\u021bi pe securitate \u2013 p\u00e2n\u0103 la urm\u0103, problemele \u00een acest domeniu vor costa mai mult.\u00a0<\/p>\n<h2>Clasamentele vor continua s\u0103 mint\u0103<\/h2>\n<p>\nDin p\u0103cate, \u00een 2019 au ap\u0103rut cel pu\u021bin dou\u0103 studii comandate care au atribuit CRM-ului titlul de num\u0103rul 1 sau de lider pe pia\u021b\u0103. De asemenea, au fost publicate numeroase astfel de clasamente \u0219i recenzii, iar o \u00eentreag\u0103 premiu pompos a fost instituit pentru a distribui elefan\u021bi. Se pare c\u0103 aceast\u0103 tendin\u021b\u0103 a revenit \u0219i va r\u0103m\u00e2ne mai vie ca niciodat\u0103. Apropo, am scris despre motivul pentru care <noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/444676\/\">majoritatea clasamentelor CRM sunt false<\/a><\/noindex>. A\u0219adar, testa\u021bi CRM-urile, alege\u021bi singuri, \u0219i nu bazati pe informa\u021biile scrise de conturi moarte VK sau care sunt \u201emanipulate\u201d de un nou institut de nanotehnologie.\u00a0<\/p>\n<p>Exist\u0103 \u0219i c\u00e2teva tendin\u021be specifice care vor influen\u021ba pia\u021ba sistemelor CRM din Rusia: r\u0103m\u00e2ne deschis\u0103 \u00eentrebarea inteligen\u021bei artificiale \u0219i a cererii sale, pia\u021ba este inundat\u0103 de CRM-uri \u201ede o zi\u201d, care se \u00eencearc\u0103 pe cont propriu sau \u00een re\u021bele parteneriale, colapsul acestor re\u021bele parteneriale, nivelul sc\u0103zut de automatizare al companiilor (se estimeaz\u0103 c\u0103 \u00een Moscova este de aproximativ 8%, iar \u00een regiuni \u0219i mai pu\u021bin), gradul sc\u0103zut de informare al utilizatorilor etc. Dar acestea nu sunt neap\u0103rat evenimente specifice anului 2020, ci mai degrab\u0103 tendin\u021be cu care trebuie s\u0103 tr\u0103im cu to\u021bii.<\/p>\n<p>\u00cen general, pia\u021ba CRM este activ\u0103, companiile manifest\u0103 interes pentru automatizare, \u00een\u021beleg beneficiile, caut\u0103 alternative, compar\u0103 \u0219i reflecteaz\u0103. Aceast\u0103 automatizare devine din ce \u00een ce mai mult o necesitate, \u0219i nu o mod\u0103 sau o simpl\u0103 cerin\u021b\u0103. Continu\u0103m s\u0103 lucr\u0103m.<\/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 \/>Sursa: <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 5.0.2.1 - aioseo.com -->\n\t<meta name=\"description\" content=\"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 \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.\" \/>\n\t<meta name=\"robots\" content=\"max-image-preview:large\" \/>\n\t<meta name=\"author\" content=\"Yuri Gagarin\"\/>\n\t<link rel=\"canonical\" href=\"https:\/\/prohoster.info\/ro\/blog\/news\/crm-2020\" \/>\n\t<meta name=\"generator\" content=\"All in One SEO (AIOSEO) 5.0.2.1\" \/>\n\t\t<meta property=\"og:locale\" content=\"ro_RO\" \/>\n\t\t<meta property=\"og:site_name\" content=\"ProHoster | \u041a\u0443\u043f\u0438\u0442\u044c \u043d\u0430\u0434\u0435\u0436\u043d\u044b\u0439 \u0445\u043e\u0441\u0442\u0438\u043d\u0433 \u0434\u043b\u044f \u0441\u0430\u0439\u0442\u043e\u0432 \u0441 \u0437\u0430\u0449\u0438\u0442\u043e\u0439 \u043e\u0442 DDoS, VPS VDS \u0441\u0435\u0440\u0432\u0435\u0440\u044b\" \/>\n\t\t<meta property=\"og:type\" content=\"article\" \/>\n\t\t<meta property=\"og:title\" content=\"\ud83e\udd47CRM 2020 | ProHoster\" \/>\n\t\t<meta property=\"og:description\" content=\"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 \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.\" \/>\n\t\t<meta property=\"og:url\" content=\"https:\/\/prohoster.info\/ro\/blog\/news\/crm-2020\" \/>\n\t\t<meta property=\"og:image\" content=\"https:\/\/prohoster.info\/wp-content\/uploads\/2021\/11\/logo-350.jpg\" \/>\n\t\t<meta property=\"og:image:secure_url\" content=\"https:\/\/prohoster.info\/wp-content\/uploads\/2021\/11\/logo-350.jpg\" \/>\n\t\t<meta property=\"og:image:width\" content=\"350\" \/>\n\t\t<meta property=\"og:image:height\" content=\"350\" \/>\n\t\t<meta property=\"article:published_time\" content=\"2020-01-22T21:00:00+00:00\" \/>\n\t\t<meta property=\"article:modified_time\" content=\"2020-02-18T11:03:43+00:00\" \/>\n\t\t<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/prohoster\" \/>\n\t\t<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/prohoster\" \/>\n\t\t<!-- All in One SEO -->\n\n","aioseo_head_json":{"title":"\ud83e\udd47CRM 2020 | ProHoster","description":"Domeniul IT este unul nemul\u021bumitor \u0219i prognozele sunt la fel de imprevizibile ca vremea de vara trecut\u0103, vei \u00eenghe\u021ba totu\u0219i. Sau te vei uda. Sau te love\u0219te o insola\u021bie.","canonical_url":"https:\/\/prohoster.info\/ro\/blog\/news\/crm-2020","robots":"max-image-preview:large","keywords":"","webmasterTools":{"miscellaneous":""},"schema":null,"og:locale":"ro_RO","og:site_name":"ProHoster | \u041a\u0443\u043f\u0438\u0442\u044c \u043d\u0430\u0434\u0435\u0436\u043d\u044b\u0439 \u0445\u043e\u0441\u0442\u0438\u043d\u0433 \u0434\u043b\u044f \u0441\u0430\u0439\u0442\u043e\u0432 \u0441 \u0437\u0430\u0449\u0438\u0442\u043e\u0439 \u043e\u0442 DDoS, VPS VDS \u0441\u0435\u0440\u0432\u0435\u0440\u044b","og:type":"article","og:title":"\ud83e\udd47CRM 2020 | ProHoster","og:description":"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 \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.","og:url":"https:\/\/prohoster.info\/ro\/blog\/news\/crm-2020","og:image":"https:\/\/prohoster.info\/wp-content\/uploads\/2021\/11\/logo-350.jpg","og:image:secure_url":"https:\/\/prohoster.info\/wp-content\/uploads\/2021\/11\/logo-350.jpg","og:image:width":350,"og:image:height":350,"article:published_time":"2020-01-22T21:00:00+00:00","article:modified_time":"2020-02-18T11:03:43+00:00","article:publisher":"https:\/\/www.facebook.com\/prohoster","article:author":"https:\/\/www.facebook.com\/prohoster"},"aioseo_meta_data":{"post_id":"55585","title":null,"description":null,"keywords":null,"keyphrases":null,"primary_term":null,"canonical_url":null,"og_title":null,"og_description":null,"og_object_type":"default","og_image_type":"default","og_image_url":null,"og_image_width":null,"og_image_height":null,"og_image_custom_url":null,"og_image_custom_fields":null,"og_video":null,"og_custom_url":null,"og_article_section":null,"og_article_tags":null,"twitter_use_og":false,"twitter_card":"default","twitter_image_type":"default","twitter_image_url":null,"twitter_image_custom_url":null,"twitter_image_custom_fields":null,"twitter_title":null,"twitter_description":null,"schema":{"blockGraphs":[],"customGraphs":[],"default":{"data":{"Article":[],"Course":[],"Dataset":[],"FAQPage":[],"Movie":[],"Person":[],"Product":[],"ProductReview":[],"Car":[],"Recipe":[],"Service":[],"SoftwareApplication":[],"WebPage":[]},"graphName":"","isEnabled":true},"graphs":[]},"schema_type":null,"schema_type_options":null,"pillar_content":false,"robots_default":true,"robots_noindex":false,"robots_noarchive":false,"robots_nosnippet":false,"robots_nofollow":false,"robots_noimageindex":false,"robots_noodp":false,"robots_notranslate":false,"robots_max_snippet":null,"robots_max_videopreview":null,"robots_max_imagepreview":"large","priority":null,"frequency":null,"local_seo":null,"seo_analyzer_scan_date":null,"breadcrumb_settings":null,"limit_modified_date":false,"reviewed_by":null,"ai":null,"created":"2021-02-28 19:41:37","updated":"2022-10-08 10:45:18","focus_keyword":null,"additional_keywords":null,"truseo_locale":null},"gt_translate_keys":[{"key":"link","format":"url"}],"_links":{"self":[{"href":"https:\/\/prohoster.info\/ro\/wp-json\/wp\/v2\/posts\/55585","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/prohoster.info\/ro\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/prohoster.info\/ro\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/prohoster.info\/ro\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/prohoster.info\/ro\/wp-json\/wp\/v2\/comments?post=55585"}],"version-history":[{"count":0,"href":"https:\/\/prohoster.info\/ro\/wp-json\/wp\/v2\/posts\/55585\/revisions"}],"wp:attachment":[{"href":"https:\/\/prohoster.info\/ro\/wp-json\/wp\/v2\/media?parent=55585"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/prohoster.info\/ro\/wp-json\/wp\/v2\/categories?post=55585"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/prohoster.info\/ro\/wp-json\/wp\/v2\/tags?post=55585"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}