{"id":52945,"date":"2019-11-20T00:00:00","date_gmt":"2019-11-19T21:00:00","guid":{"rendered":"https:\/\/prohoster.info\/blog\/blog_prohoster\/crm-s-chelovecheskim-litsom"},"modified":"2020-02-18T14:00:46","modified_gmt":"2020-02-18T11:00:46","slug":"crm-s-chelovecheskim-litsom","status":"publish","type":"post","link":"https:\/\/prohoster.info\/sk\/blog\/administrirovanie\/crm-s-chelovecheskim-litsom","title":{"rendered":"CRM s \u013eudskou tv\u00e1rou","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>\u201eZav\u00e1dzame CRM? Jasn\u00e9, sme pod kontrolou, teraz len kontrola a spr\u00e1vy,\u201c \u2014 takto uva\u017euje v\u00e4\u010d\u0161ina zamestnancov firiem, ke\u010f po\u010duje, \u017ee pr\u00e1ca sa \u010doskoro presunie do CRM. Predpoklad\u00e1 sa, \u017ee CRM je program pre mana\u017e\u00e9rov a v\u00fdlu\u010dne pre ich z\u00e1ujmy. Nie je to pravda. Zamyslite sa, ako \u010dasto ste:<\/p>\n<ul>\n<li>zabudli urobi\u0165 \u00falohu alebo sa vr\u00e1ti\u0165 k nejakej pr\u00e1ci\n<\/li>\n<li>zabudli zavola\u0165 klientovi alebo posla\u0165 inform\u00e1cie kolegovi\n<\/li>\n<li>znovu zhroma\u017e\u010fovali potrebn\u00e9 \u00fadaje na pr\u00e1cu\n<\/li>\n<li>prosili kolegov o \u00fadaje a \u010dakali na ne tri dni\n<\/li>\n<li>h\u013eadali zodpovedn\u00e9ho kolegu za oneskorenie v pr\u00e1ci\n<\/li>\n<li>obracali sa na kolegov alebo \u0161\u00e9fa, ale dost\u00e1vali odmietnutie kv\u00f4li ich zanepr\u00e1zdnenosti.<\/li>\n<\/ul>\n<p>\nAk sa to stalo, \u010d\u00edtajte \u010falej, organiz\u00e1cia pr\u00e1ce nie je len o \u010d\u00edtan\u00ed kn\u00edh o prokrastin\u00e1cii a time managemente, ale aj o skvelom n\u00e1stroji v ruk\u00e1ch. A ak sa to nestalo \u2014 \u010do to preboha ste?!<\/p>\n<p><noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/476310\/\"><img decoding=\"async\" alt=\"CRM s \u013eudskou tv\u00e1rou\" src=\"\/wp-content\/uploads\/2019\/11\/baa5fbcde8d23e770d0502fb2476ea36.jpg\" style=\"display:block;margin: 0 auto;\" \/><\/a><\/noindex><br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><br \/>\nPod\u013ea \u00fadajov Insight Managing Consulting z\u00e1vis\u00ed 64% \u00faspechu implement\u00e1cie CRM od podpory zamestnancov organiz\u00e1cie. 42% probl\u00e9mov s CRM vznik\u00e1 tie\u017e kv\u00f4li zamestnancom. A viete \u010do, tejto \u0161tatistike sa \u010dudujeme. Nie \u017ee by sme za 13 rokov v\u00fdvoja a implement\u00e1cie <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\"><b>RegionSoft CRM<\/b><\/a><\/noindex> videli v\u0161etko, ale pozn\u00e1me 3 hlavn\u00e9 d\u00f4vody, pre\u010do sa CRM syst\u00e9m a zamestnanci firmy ocitaj\u00fa na opa\u010dn\u00fdch stran\u00e1ch \"frontu.\"<\/p>\n<ol>\n<li>CRM je pova\u017eovan\u00e9 za \u010disto technologick\u00e9 rie\u0161enie. Pod\u013ea mnoh\u00fdch pou\u017e\u00edvate\u013eov je to len program, ktor\u00fd m\u00e1 nie\u010do robi\u0165 a ktor\u00fd berie \u010das na vypl\u0148ovanie \u00fadajov. V skuto\u010dnosti je CRM syst\u00e9m predov\u0161etk\u00fdm o \u013eu\u010foch, ktor\u00ed ho pou\u017e\u00edvaj\u00fa a aplikuj\u00fa ako n\u00e1stroj. Ak polo\u017e\u00edte na st\u00f4l p\u00edlu (aj zapnut\u00fa), neurob\u00ed ni\u010d, len sp\u00e1li elektrinu. Ak ju d\u00e1te do r\u00fak majstrovi, dostanete kr\u00e1sny vyrez\u00e1van\u00fd v\u00fdrobok. Rovnako schopn\u00fd mana\u017e\u00e9r z CRM vytiahne maximum, aby dosiahol \u010do najvy\u0161\u0161\u00ed zisk, zatia\u013e \u010do leniv\u00fd predajca len pokaz\u00ed datab\u00e1zu nespr\u00e1vnymi \u00fadajmi.\n<\/li>\n<li>CRM \u2014 program pre predaj. Kedysi to tak bolo. Dnes u\u017e tak\u00e9to rie\u0161enia takmer neexistuj\u00fa, minim\u00e1lne \"uzatv\u00e1raj\u00fa\" \u00falohy predaja a marketingu, pokro\u010dil\u00e9 univerz\u00e1lne \u2014 a predaja, a marketingu, a v\u00fdroby, a skladu a podobne. CRM dnes \u2014 to je firemn\u00fd ekosyst\u00e9m, ktor\u00fd zjednodu\u0161uje pr\u00e1cu takmer ka\u017ed\u00e9ho zamestnanca, skracuje priamu komunik\u00e1ciu, zjednodu\u0161uje v\u00e4\u010d\u0161inu procesov. Ale na to je potrebn\u00e9 prem\u00fd\u0161\u013ea\u0165, sna\u017ei\u0165 sa, refaktorova\u0165 procesy. Je \u013eah\u0161ie poveda\u0165, \u017ee \"ni\u010d nefunguje, zbyto\u010dne sme to nain\u0161talovali.\"\u00a0\n<\/li>\n<li>CRM \u2014 program pre \u0161\u00e9fa, s pomocou ktor\u00e9ho bude vykon\u00e1va\u0165 kontrolu a zav\u00e1dza\u0165 drakonick\u00e9 opatrenia na ka\u017ed\u00e9ho. To je klamstvo: v\u00e4\u010d\u0161ina CRM nem\u00e1 funkcie fyzickej a informa\u010dnej kontroly, ako s\u00fa kontrola vstupu, sledovanie pracovn\u00e9ho \u010dasu po min\u00fatach, kontrola ne\u010dinnosti zamestnanca alebo z\u00e1pis hist\u00f3rie n\u00e1v\u0161tev webstr\u00e1nok. Cel\u00e1 kontrola sa vykon\u00e1va na tej istej \u00farovni ako bez CRM: spr\u00e1vy, logovanie \u010dinnost\u00ed v syst\u00e9me, KPI a pod.\n<\/li>\n<\/ol>\n<p>\nTieto tri bludy silno \"ochladzuj\u00fa\" z\u00e1ujem slovensk\u00fdch podnikate\u013eov o CRM, formuj\u00fa zvl\u00e1\u0161tne m\u00fdty na pr\u00e1zdnom mieste a \u010dasto sa st\u00e1vaj\u00fa d\u00f4vodom odmietania implement\u00e1cie.\u00a0<\/p>\n<p>Samozrejme, \u017ee to nie je pravda. CRM je predov\u0161etk\u00fdm potrebn\u00e1 zamestnancom. Ba \u010do viac, ve\u013emi im pom\u00e1ha.<\/p>\n<blockquote><p><b>P\u00e4\u0165 riadkov reklamy<\/b><\/p>\n<p>Sme proti kontrole \u010dasu a r\u00f4znym sledova\u010dom na pr\u00e1ci \u2014 sme za pohodln\u00e9 pracovn\u00e9 n\u00e1stroje pre zamestnancov. N\u00e1\u0161 <b>nov\u00fd<\/b> <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\"><b>cloudov\u00fd helpdesk ZEDLine Support<\/b><\/a><\/noindex>\u00a0 \u2014 u\u017eito\u010dn\u00fd softv\u00e9r pre ak\u00fako\u013evek podporu, intern\u00fa a klientsku. Vytvorenie vlastn\u00e9ho port\u00e1lu trv\u00e1 iba 5 min\u00fat, a jeho po\u010diato\u010dn\u00e9 nastavenie \u2014 10-15 min\u00fat. Pridajte sa! A ak potrebujete CRM, je tu \u2014 <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">RegionSoft CRM<\/a><\/noindex>.<\/p><\/blockquote>\n<h2>CRM \u2014 priate\u013e zamestnanca spolo\u010dnosti<\/h2>\n<p><\/p>\n<h4>S klientmi \u2014 jednoduch\u0161ie<\/h4>\n<p>\nHlavn\u00e9 v CRM \u2014 to je pr\u00e1ca s klientmi, v akomko\u013evek aspekte: technickom \u010di obchodnom. Je to pohodln\u00e9, transparentn\u00e9, informat\u00edvne, jednoduch\u0161ie ako bez akejko\u013evek automatiz\u00e1cie. Ke\u010f m\u00e1 zamestnanec CRM ako centrum znalost\u00ed a aktu\u00e1lnych inform\u00e1ci\u00ed o klientovi, je omnoho jednoduch\u0161ie sa javi\u0165 ako loj\u00e1lna spolo\u010dnos\u0165, ktor\u00e1 si v\u00e1\u017ei, pam\u00e4t\u00e1 a miluje ka\u017ed\u00e9ho klienta.<\/p>\n<p>M\u00f4\u017eeme uvies\u0165 pr\u00edklad zalo\u017een\u00fd na na\u0161ich vlastn\u00fdch sk\u00fasenostiach. \u010casto v na\u0161ej kancel\u00e1rii zaznievaj\u00fa telefon\u00e1ty, ke\u010f \u013eudia hovoria: \u201eS vami sme spolupracovali pred piatimi alebo siedmimi rokmi, ale ur\u010dite si to nepam\u00e4t\u00e1te\u2026\u201c. A na to dost\u00e1vaj\u00fa odpove\u010f: \u201eAko si nepam\u00e4t\u00e1me, Dmitrij Sergejevi\u010d, predsa m\u00e1me CRM syst\u00e9m, m\u00f4\u017eem v\u00e1m dokonca poveda\u0165, kedy a ak\u00e9 produkty v\u00e1s zauj\u00edmali, ko\u013ekokr\u00e1t sme s vami telefonovali a ak\u00e9 t\u00e9my sa diskutovali\u2026 Pravda, zamestnanec, ktor\u00fd v\u00e1s vtedy obsluhoval, u\u017e u n\u00e1s nepracuje tri roky\u2026\u201c \ud83d\ude42 A to s\u00fa len z\u00e1kladn\u00e9 mo\u017enosti CRM.<\/p>\n<p><img decoding=\"async\" alt=\"CRM s \u013eudskou tv\u00e1rou\" src=\"\/wp-content\/uploads\/2019\/11\/064c9c6eb0518c335eb33f7d33181b29.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Karta klienta v <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">RegionSoft CRM<\/a><\/noindex>. Horn\u00fd blok obsahuje v\u0161etky inform\u00e1cie o klientovi, ktor\u00e9 m\u00f4\u017eete teoreticky vlo\u017ei\u0165 a zhroma\u017edi\u0165. Doln\u00fd blok predstavuje operat\u00edvnu \u010dinnos\u0165, rutinu a interakcie s klientom. Ak to v\u0161etko vypln\u00edte, bude to takmer najp\u00f4sobivej\u0161\u00ed biznisov\u00fd kompromat \ud83d\ude09<\/i><\/p>\n<h4>Bez oneskoren\u00ed a zlyhan\u00ed<\/h4>\n<p>\nZni\u017euj\u00fa sa imid\u017eov\u00e9 rizik\u00e1 spolo\u010dnosti a mizne strach zamestnanca, \u017ee sa stane vinn\u00edkom reputa\u010dn\u00fdch probl\u00e9mov. Ak mana\u017e\u00e9r zme\u0161k\u00e1 stretnutie alebo zabudne na hovor, p\u00f4sob\u00ed to ako nekompetentnos\u0165 spolo\u010dnosti, nedostatok z\u00e1ujmu o obchod. \u010co by mohlo by\u0165 hor\u0161ie? CRM zabezpe\u010duje dodr\u017eiavanie term\u00ednov, transparentnos\u0165 z\u00e1\u0165a\u017ee zamestnancov, samo zasiela pripomienky, \u010d\u00edm sa st\u00e1va takmer nemo\u017en\u00e9 zme\u0161ka\u0165 udalos\u0165.\u00a0<\/p>\n<p>Okrem toho firemn\u00e9 kalend\u00e1re a pl\u00e1nova\u010de umo\u017e\u0148uj\u00fa vidie\u0165 vy\u0165a\u017eenos\u0165 v\u00e1\u0161ho kolegu a re\u0161pektova\u0165 jeho \u010das, alebo si vy\u017eiada\u0165 \u010das\u0165 jeho vo\u013en\u00e9ho \u010dasu \u2014 tak\u00e1to komunik\u00e1cia zni\u017euje konfliktnos\u0165, ale z\u00e1rove\u0148 nezap\u00e1ja vz\u0165ahy do form\u00e1lnosti, preto\u017ee kalend\u00e1re a pluginy s\u00fa pre n\u00e1s v\u0161etk\u00fdch be\u017en\u00e9 aj v osobnom \u017eivote, nes\u00favisia s pr\u00edsnymi pracovn\u00fdmi vz\u0165ahmi.<\/p>\n<p><img decoding=\"async\" alt=\"CRM s \u013eudskou tv\u00e1rou\" src=\"\/wp-content\/uploads\/2019\/11\/1228214fdc2c5ef623a1441e85544877.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Na pracovnej ploche CRM sa zobrazuj\u00fa aktu\u00e1lne \u00falohy (naz\u00fdvame ich prenosn\u00e9, preto\u017ee nie s\u00fa viazan\u00e9 na konkr\u00e9tne d\u00e1tumy), ako aj odznaky na paneli Asistenta \u2014 \u010d\u00edsla, ktor\u00e9 v\u00e1m nazna\u010duj\u00fa, kam \u00eds\u0165 v rozhran\u00ed a \u010domu sa venova\u0165. A navy\u0161e s\u00fa tu vyskakovacie pripomienky, SMS a e-mailov\u00e9 ozn\u00e1menia. Pok\u00fas sa na to zabudn\u00fa\u0165!<\/i><\/p>\n<h4>R\u00fdchlos\u0165 pr\u00e1ce<\/h4>\n<p>\nR\u00fdchlos\u0165 pr\u00e1ce sa v\u00fdrazne zvy\u0161uje. Na prv\u00fd poh\u013ead sa m\u00f4\u017ee zda\u0165, \u017ee zad\u00e1vanie \u00fadajov do CRM syst\u00e9mu predl\u017euje \u010das str\u00e1ven\u00fd operat\u00edvnou pr\u00e1cou. To je logick\u00fd trik, ktor\u00fd pou\u017e\u00edvaj\u00fa odporcovia CRM vo svojich osobn\u00fdch z\u00e1ujmoch. V skuto\u010dnosti to funguje inak: v\u0161etky potrebn\u00e9 \u00fadaje o klientovi sa raz zadaj\u00fa, \u010do v bud\u00facnosti \u0161etr\u00ed \u010das: prvotn\u00e9 \u00fadaje sa vytv\u00e1raj\u00fa na z\u00e1klade vopred pripraven\u00fdch \u0161abl\u00f3n, doslova za nieko\u013eko sek\u00fand, prich\u00e1dzaj\u00face a odch\u00e1dzaj\u00face hovory sa registruj\u00fa a m\u00f4\u017eu by\u0165 prehr\u00e1van\u00e9 priamo z klientskej karty, firemn\u00fd e-mail je organizovan\u00fd a rozdelen\u00fd medzi kontaktn\u00e9 osoby a klientov (aspo\u0148 v RegionSoft CRM to takto funguje).\u00a0<\/p>\n<p>Hlavnou v\u00fdhodou zr\u00fdchlenia pr\u00e1ce s CRM nie je ani tak operat\u00edvna rutina, ako to, \u017ee po zvl\u00e1dnut\u00ed CRM syst\u00e9mu sa zvy\u0161uje produktivita a skracuje \u010dasov\u00fd cyklus predajn\u00e9ho procesu ako celku, \u010do znamen\u00e1, \u017ee je priestor na zv\u00fd\u0161enie pr\u00edjmu. Nepriamo to ovplyv\u0148uje rast mzdy alebo vytv\u00e1ranie pr\u00e9mi\u00ed.<\/p>\n<h4>KPI<\/h4>\n<p>\nAk vytvor\u00edte adekv\u00e1tny s\u00fabor KPI, ktor\u00fd je merate\u013en\u00fd a skuto\u010dne z\u00e1vis\u00ed od \u00fasil\u00ed zamestnanca, CRM so zabudovan\u00fdm syst\u00e9mom v\u00fdpo\u010dtu KPI sa stane skvel\u00fdm motiv\u00e1torom pre zamestnanca, preto\u017ee bude ma\u0165 neust\u00e1le na o\u010diach progress bary dosahovania cie\u013eov\u00fdch ukazovate\u013eov a bude m\u00f4c\u0165 presun\u00fa\u0165 svoje \u00fasilie tak, aby dosiahol maxim\u00e1lny koeficient a z\u00edskal zasl\u00fa\u017een\u00fa pr\u00e9miu. Tak\u00fdmto sp\u00f4sobom z\u00edskate mechanizmus kontroly plnenia cie\u013eov\u00fdch ukazovate\u013eov, ako celkov\u00fdch, tak aj pod\u013ea jednotliv\u00fdch oddelen\u00ed\/zamestnancov, a zamestnanec bude m\u00f4c\u0165 automatizova\u0165 svoju pr\u00e1cu a by\u0165 efekt\u00edvnej\u0161\u00ed.<\/p>\n<p><img decoding=\"async\" alt=\"CRM s \u013eudskou tv\u00e1rou\" src=\"\/wp-content\/uploads\/2019\/11\/64edc48c09cbc9b4937b3db534527aca.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Na\u0161ou ob\u013e\u00fabenou obrazovkou KPI je <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">RegionSoft CRM<\/a><\/noindex> \u2014 v\u0161etky cie\u013eov\u00e9 ukazovatele s\u00fa na dlani. Ukazovatele je mo\u017en\u00e9 nastavi\u0165 a ich po\u010det je limitovan\u00fd iba rozumn\u00fdmi hranicami.<\/i><\/p>\n<h4>T\u00edmov\u00e1 pr\u00e1ca bez strachu a obvi\u0148ovania<\/h4>\n<p>\nCRM syst\u00e9m je forma t\u00edmovej spolupr\u00e1ce. T\u00e1to jej schopnos\u0165 je podmienen\u00e1 programovou architekt\u00farou: jedna datab\u00e1za poskytuje inform\u00e1cie pou\u017e\u00edvate\u013esk\u00e9mu rozhraniu predajcu, podporn\u00e9ho pracovn\u00edka, market\u00e9ra, skladn\u00edka a \u010fal\u0161\u00edch. Teraz market\u00e9r alebo mana\u017e\u00e9r nepotrebuje zis\u0165ova\u0165, ktor\u00fd produkt sa pred\u00e1val najhor\u0161ie a ktor\u00fd zostal na sklade \u2014 m\u00f4\u017ee z\u00edska\u0165 pr\u00edstup k potrebn\u00fdm obchodn\u00fdm inform\u00e1ci\u00e1m a urobi\u0165 z\u00e1very, vypracova\u0165 pl\u00e1ny. Pri tom je pr\u00e1ca cel\u00e9ho t\u00edmu zameran\u00e1 na podporu aktu\u00e1lnych inform\u00e1ci\u00ed.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"CRM s \u013eudskou tv\u00e1rou\" src=\"\/wp-content\/uploads\/2019\/11\/b02291268f6923abaec32c6558279725.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Skupinov\u00fd pl\u00e1nova\u010d \u2014 prakticky Ganttova sch\u00e9ma, s\u00fa vidite\u013en\u00ed zodpovedn\u00ed, stupe\u0148 plnenia, term\u00edny a \u010fal\u0161ie.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"CRM s \u013eudskou tv\u00e1rou\" src=\"\/wp-content\/uploads\/2019\/11\/7dab95648b901d4398f1ee71847b40cb.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\nPriebe\u017en\u00fd trojt\u00fd\u017ed\u0148ov\u00fd pl\u00e1nova\u010d \u2014 preh\u013ead obsadenosti cel\u00e9ho t\u00edmu na tri t\u00fd\u017edne dopredu.<\/p>\n<p><img decoding=\"async\" alt=\"CRM s \u013eudskou tv\u00e1rou\" src=\"\/wp-content\/uploads\/2019\/11\/29415e8d2b5841397f2845ef2b19cb62.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\nVizualizovan\u00fd pl\u00e1n d\u0148a pre jednotliv\u00e9ho zamestnanca, je mo\u017en\u00e9 prech\u00e1dza\u0165 priamo z pl\u00e1nova\u010dov.<\/i><\/p>\n<p>Zamestnanci na v\u00fdmenu inform\u00e1ci\u00ed, delegovanie \u00faloh a spolo\u010dn\u00fa pr\u00e1cu na projektoch vyu\u017e\u00edvaj\u00fa jednotn\u00e9 prostredie CRM syst\u00e9mu, tak\u017ee vn\u00fatorn\u00e9 vz\u0165ahy s\u00fa produkt\u00edvne. \u00dasilie t\u00edmu je zl\u00fa\u010den\u00e9 v r\u00e1mci CRM ako prostriedku riadenia vz\u0165ahov so z\u00e1kazn\u00edkmi, a tak\u00fdto pr\u00edstup prin\u00e1\u0161a synergick\u00fd efekt, ktor\u00fd nie je dosiahnute\u013en\u00fd v r\u00e1mci \u0161tandardn\u00fdch por\u00e1d-\u017eiadost\u00ed-diskusi\u00ed.<\/p>\n<h4>Zodpovedn\u00ed sa nestr\u00e1caj\u00fa.<\/h4>\n<p>\nSn\u00e1\u010f najnepr\u00edjemnej\u0161ie na t\u00edmovej pr\u00e1ci je h\u013eadanie vinn\u00edkov na pokles alebo zdr\u017eanie nejak\u00e9ho biznis procesu. Zamestnanci za\u010d\u00ednaj\u00fa kl\u00e1s\u0165 vinu jeden na druh\u00e9ho, sna\u017eia sa o\u010disti\u0165 a obvi\u0148uj\u00fa kolegu, rozmaz\u00e1vaj\u00fa proces do kolekt\u00edvnej zodpovednosti. CRM bojuje aj s touto probl\u00e9mom: biznis procesy s vizu\u00e1lnym kon\u0161truktorom, kompletn\u00fdm protokolovan\u00edm pohybov pod\u013ea f\u00e1z, kontrolou normat\u00edvnych leh\u00f4t na plnenie, interakt\u00edvnymi parametrami rie\u0161ia probl\u00e9m zodpovednosti zamestnancov a transparentnosti pr\u00e1ce od z\u00e1kladov. Proces je protokolovan\u00fd a v\u017edy je mo\u017en\u00e9 vidie\u0165, kde do\u0161lo k zdr\u017eaniu alebo zastaveniu.\u00a0<\/p>\n<p>Preto sa netreba b\u00e1\u0165 biznis procesov ani v mal\u00fdch spolo\u010dnostiach \u2014 v\u0161ade sa uk\u00e1\u017eu ako u\u017eito\u010dn\u00e9 a v\u00fdznamne ovplyvnia poriadok v spolo\u010dnosti.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"CRM s \u013eudskou tv\u00e1rou\" src=\"\/wp-content\/uploads\/2019\/11\/a2b1b4e013ed550ece1ffcd777fe78e8.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Biznis proces v RegionSoft CRM \u2014 sa \u013eahko kon\u0161truuj\u00fa, \u013eahko spravuj\u00fa.<\/i><\/p>\n<h4>Spolo\u010dnos\u0165, daj mi riadi\u0165.<\/h4>\n<p>\nCRM umo\u017e\u0148uje ka\u017ed\u00e9mu zamestnancovi c\u00edti\u0165 sa ako kapit\u00e1n v obchodnom procese: \u010d\u00edm viac vedomost\u00ed maj\u00fa va\u0161i zamestnanci, t\u00fdm v\u00e4\u010d\u0161iu moc a mo\u017enosti maj\u00fa. Aktu\u00e1lne \u00fadaje, ktor\u00e9 s\u00fa zhroma\u017eden\u00e9 a spracovan\u00e9 v modernej CRM, pom\u00e1haj\u00fa efekt\u00edvne rie\u0161i\u0165 probl\u00e9my klientov, napr\u00edklad sa obraca\u0165 na hist\u00f3riu vz\u0165ahov, vraca\u0165 sa k problematick\u00fdm ot\u00e1zkam a hodnoti\u0165 klienta nielen v kontexte aktu\u00e1lneho obchodu, ale aj z h\u013eadiska hist\u00f3rie interakci\u00ed. Na prv\u00fd poh\u013ead to vyzer\u00e1 skvele a zap\u00f4sob\u00ed to. Hovor\u00edm v\u00e1m ako klient \u2014 \u013eahko m\u00f4\u017eem ur\u010di\u0165 spolo\u010dnos\u0165, v ktorej je dobr\u00e1 CRM, pod\u013ea komunik\u00e1cie s mana\u017e\u00e9rmi \ud83d\ude42 A samozrejme, tak\u00e1to mo\u017enos\u0165 \u201eby\u0165 kapit\u00e1nom\u201c ve\u013emi motivuje.\u00a0<\/p>\n<h4>Efekt\u00edvna met\u00f3da pr\u00e1ce<\/h4>\n<p>\nKa\u017ed\u00fd schopn\u00fd mana\u017e\u00e9r, ktor\u00fd pracuje s CRM, sa st\u00e1va na chv\u00ed\u013eu vedcom a experiment\u00e1torom. Softv\u00e9r pom\u00e1ha sledova\u0165 proces predaja, z\u00edskava\u0165 a analyzova\u0165 \u00fadaje o obchodn\u00fdch pr\u00edpadoch, na z\u00e1klade ktor\u00fdch je mo\u017en\u00e9 vytvori\u0165 svoj inovat\u00edvny \u0161t\u00fdl komunik\u00e1cie s klientmi. T\u00fdmto sp\u00f4sobom mo\u017eno identifikova\u0165 najprodukt\u00edvnej\u0161ie vzorce spr\u00e1vania a ich vyu\u017eit\u00edm zv\u00fd\u0161i\u0165 v\u00fdsledky.<\/p>\n<h4>Nahradenie na poz\u00edcii<\/h4>\n<p>\nV pr\u00edpade nepr\u00edtomnosti alebo odchodu zamestnanca prech\u00e1dza agenda k in\u00e9mu kolegovi jednoducho a r\u00fdchlo spolu s poskytnut\u00edm pr\u00edstupu do CRM. To v\u00fdrazne zni\u017euje rizik\u00e1 v pr\u00edpade \u201enepr\u00edjemn\u00e9ho\u201c odchodu, bojkotu zamestnanca at\u010f. V\u010faka tomu, \u017ee superadmin m\u00f4\u017ee \u013eahko prenies\u0165 pr\u00e1va, negat\u00edvne procesy v kolekt\u00edve sa uhasia a prejd\u00fa do medzi\u013eudskej roviny, bez zasahovania do pr\u00e1ce.<\/p>\n<p>Zavedenie CRM je v\u017edy spojen\u00e9 s ve\u013ek\u00fdmi o\u010dak\u00e1vaniami. Ved\u00faci pracovn\u00edci, ale aj zamestnanci, d\u00fafaj\u00fa, \u017ee CRM syst\u00e9m zv\u00fd\u0161i produktivitu, zv\u00fd\u0161i predaj, zjednodu\u0161\u00ed oper\u00e1cie a u\u0161etr\u00ed peniaze. To je spr\u00e1vne, ka\u017ed\u00e1 zmena by mala by\u0165 sprev\u00e1dzan\u00e1 o\u010dak\u00e1vaniami. \u010caka\u0165 v\u0161ak treba nie od CRM, ale od \u013eud\u00ed, ktor\u00ed v \u0148om bud\u00fa pracova\u0165. E\u0161te lep\u0161ie je ne\u010daka\u0165, ale zav\u00e1dza\u0165 a kona\u0165. Potom bude CRM syst\u00e9m ove\u013ea lep\u0161\u00ed ako podkova na \u0161\u0165astie. Ktor\u00fa, mimochodom, je tie\u017e lep\u0161ie prib\u00edja\u0165 k kopytu a ora\u0165 \u2014 potom pr\u00eddu aj \u0161\u0165astie a peniaze! \ud83d\ude42<br \/>\n<br \/>Zdroj: <a content=\"nofollow\" rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/476310\/\">habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"<p>\u00ab\u0412\u043d\u0435\u0434\u0440\u044f\u0435\u043c CRM? \u041d\u0443 \u044f\u0441\u043d\u043e, \u043c\u044b \u043f\u043e\u0434 \u043a\u043e\u043b\u043f\u0430\u043a\u043e\u043c, \u0442\u0435\u043f\u0435\u0440\u044c \u0442\u043e\u043b\u044c\u043a\u043e \u043a\u043e\u043d\u0442\u0440\u043e\u043b\u044c \u0438 \u043e\u0442\u0447\u0451\u0442\u044b\u00bb, \u2014 \u043f\u0440\u0438\u043c\u0435\u0440\u043d\u043e \u0442\u0430\u043a \u0440\u0430\u0441\u0441\u0443\u0436\u0434\u0430\u0435\u0442 \u0431\u043e\u043b\u044c\u0448\u0438\u043d\u0441\u0442\u0432\u043e \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u043e\u0432 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0439, \u0443\u0441\u043b\u044b\u0448\u0430\u0432 \u043e \u0442\u043e\u043c, \u0447\u0442\u043e \u0441\u043a\u043e\u0440\u043e \u0440\u0430\u0431\u043e\u0442\u0430 \u043f\u0435\u0440\u0435\u043c\u0435\u0441\u0442\u0438\u0442\u0441\u044f \u0432 CRM. \u0421\u0447\u0438\u0442\u0430\u0435\u0442\u0441\u044f, \u0447\u0442\u043e CRM \u2014 \u044d\u0442\u043e \u043f\u0440\u043e\u0433\u0440\u0430\u043c\u043c\u0430 \u0434\u043b\u044f \u0440\u0443\u043a\u043e\u0432\u043e\u0434\u0438\u0442\u0435\u043b\u044f \u0438 \u0438\u0441\u043a\u043b\u044e\u0447\u0438\u0442\u0435\u043b\u044c\u043d\u043e \u0435\u0433\u043e \u0438\u043d\u0442\u0435\u0440\u0435\u0441\u043e\u0432. \u042d\u0442\u043e \u043d\u0435 \u0442\u0430\u043a. \u041f\u043e\u0434\u0443\u043c\u0430\u0439\u0442\u0435, \u043a\u0430\u043a \u0447\u0430\u0441\u0442\u043e \u0432\u044b: \u0437\u0430\u0431\u044b\u0432\u0430\u043b\u0438 \u0441\u0434\u0435\u043b\u0430\u0442\u044c \u0437\u0430\u0434\u0430\u0447\u0443 \u0438\u043b\u0438 \u0432\u0435\u0440\u043d\u0443\u0442\u044c\u0441\u044f \u043a \u043a\u0430\u043a\u043e\u0439-\u0442\u043e \u0440\u0430\u0431\u043e\u0442\u0435 [&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":[688],"tags":[],"class_list":["post-52945","post","type-post","status-publish","format-standard","hentry","category-administrirovanie"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.5 - aioseo.com -->\n\t<meta name=\"description\" content=\"\u00ab\u0412\u043d\u0435\u0434\u0440\u044f\u0435\u043c CRM? 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