{"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\/sk\/blog\/news\/crm-2020","title":{"rendered":"CRM 2020","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>IT sf\u00e9ra je \u010dasto nevd\u011b\u010dn\u00e1 a p\u0159edpov\u011bdi jsou tady stejn\u011b nep\u0159edv\u00eddateln\u00e9, jako po\u010das\u00ed minul\u00e9ho l\u00e9ta \u2014 nakonec se stejn\u011b nachlad\u00edte. Nebo zmoknete. Nebo v\u00e1s tref\u00ed slune\u010dn\u00ed \u00fapal. Ale co se t\u00fd\u010de p\u0159edpov\u011bd\u00ed na rok 2019, jak uk\u00e1zal \u010das, dopadlo to s n\u00e1mi docela dob\u0159e, proto jsme se rozhodli pod\u011blit se o trendy CRM pro rok 2020, tak jak je vid\u00edme pro mal\u00e9 a st\u0159edn\u00ed podniky. Vy\u0161lo n\u00e1m jich celkem 11, co\u017e nem\u00e1 \u017e\u00e1dnou symboliku, proto\u017ee jak\u00fd symbolismus a prorock\u00e9 v p\u0159edm\u011btn\u00e9 pr\u00e1ci. V\u0161echno, co zahrnujeme do na\u0161ich trend\u016f, je zalo\u017eeno na 14 letech zku\u0161enost\u00ed na trhu CRM, sou\u010dasn\u00fdch z\u00e1le\u017eitost\u00ed v oboru a po\u017eadavc\u00edch na\u0161ich klient\u016f. Tak\u017ee za p\u0159edpov\u011b\u010f jsme zodpov\u011bdn\u00ed.<\/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>Tuto zimu lze po\u010das\u00ed ur\u010dovat jen tak \ud83d\ude41<\/i><br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><br \/>\nD\u016fle\u017eit\u00e9! P\u0159edpov\u011b\u010f se t\u00fdk\u00e1 rusk\u00e9ho trhu a automatizace firem v Rusk\u00e9 federaci a SNS; na z\u00e1padn\u00edch trz\u00edch a ve Spojen\u00fdch st\u00e1tech jsou zcela jin\u00e9 trendy a v sou\u010dasnosti tak\u00e9 jin\u00e1 situace.\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>Prozat\u00edm pokles z\u00e1jmu o CRM zaznamen\u00e1v\u00e1me pouze o sv\u00e1tc\u00edch, 2018 \u2014 2019, Rusko+SNS, Yandex<\/i><\/p>\n<h2>CRM se definitivn\u011b dostane za hranice prodeje<\/h2>\n<p>\nV\u00fdvoj\u00e1\u0159i CRM syst\u00e9m\u016f nad\u00e1le stav\u00ed propagaci na z\u00e1klad\u011b tez\u00ed, jako je nap\u0159\u00edklad \"implementace CRM znamen\u00e1 +50 % k prodej\u016fm\", proto\u017ee v mysl\u00edch u\u017eivatel\u016f se usadila p\u0159edstava o r\u016fstu prodej\u016f d\u00edky CRM syst\u00e9mu. Tato p\u0159edstava je v\u0161ak zastaral\u00e1: v\u011bt\u0161ina syst\u00e9m\u016f u\u017e d\u00e1vno p\u0159estala b\u00fdt pouh\u00fdmi n\u00e1stroji pro prodej a staly se univers\u00e1ln\u00edmi \u0159e\u0161en\u00edmi pro komplexn\u00ed automatizaci podnik\u00e1n\u00ed, od sekret\u00e1\u0159\u016f a\u017e po gener\u00e1ln\u00ed \u0159editele, v\u010detn\u011b logist\u016f, v\u00fdrobc\u016f, market\u00e9r\u016f a prodejn\u00edch t\u00fdm\u016f.\u00a0<\/p>\n<p>V\u017edy\u0165 nyn\u00ed se vytvo\u0159ily v\u0161echny p\u0159edpoklady, aby si podnik uv\u011bdomil celou funk\u010dn\u00ed s\u00edlu <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">CRM syst\u00e9m\u016f.<\/a><\/noindex>Existuje n\u011bkolik bod\u016f, kter\u00e9 bychom cht\u011bli \"protnout\" v roce 2020 a upevnit v mysl\u00edch u\u017eivatel\u016f CRM syst\u00e9m\u016f.<\/p>\n<ul>\n<li>Obchodn\u00ed procesy je nutn\u00e9 automatizovat v ka\u017ed\u00e9 spole\u010dnosti, bez ohledu na oblast \u010dinnosti a velikost. Automatizace rutinn\u00edch \u00fakol\u016f a jasn\u00e9 rozd\u011blen\u00ed f\u00e1z\u00ed a odpov\u011bdnost\u00ed \u0161et\u0159\u00ed spole\u010dnosti pen\u00edze a uvol\u0148uje pracovn\u00ed s\u00edly (kter\u00e9, mimochodem, nen\u00ed t\u0159eba sni\u017eovat, ale efektivn\u011b vyu\u017e\u00edvat).\n<\/li>\n<li>CRM syst\u00e9m by m\u011bl b\u00fdt centrem individu\u00e1ln\u00edho a kolektivn\u00edho pl\u00e1nov\u00e1n\u00ed, aby veden\u00ed a kolegov\u00e9 mohli kontrolovat \u010das uvnit\u0159 t\u00fdmu. A v\u011b\u0159te, pl\u00e1nova\u010de v n\u011bkter\u00fdch CRM syst\u00e9mech jsou v\u00fdrazn\u011b lep\u0161\u00ed ne\u017e obl\u00edben\u00fd Google kalend\u00e1\u0159 (a bezpe\u010dn\u011bj\u0161\u00ed!).\n<\/li>\n<li>CRM by mala by\u0165 vn\u00edman\u00e1 podnikan\u00edm nielen ako predajn\u00fd n\u00e1stroj, ale aj ako n\u00e1stroj bezpe\u010dnosti, preto\u017ee pr\u00e1ve v nej s\u00fa ulo\u017een\u00e9 z\u00e1znamy o v\u0161etk\u00fdch klientoch (klientsk\u00e1 datab\u00e1za), obchodn\u00fdch pr\u00edpadoch a v\u00e4\u010d\u0161ine transakci\u00ed. Nezanedbate\u013en\u00e1 je mo\u017enos\u0165 priradi\u0165 pr\u00e1va pr\u00edstupu pre ka\u017ed\u00e9ho zamestnanca (\u010do sa zriedka vyu\u017e\u00edva, a to je \u0161koda). Nemus\u00edte organizova\u0165 lov na \u010darodejnice a kontrolova\u0165 ka\u017ed\u00e9ho zamestnanca \u2014 sta\u010d\u00ed nastavi\u0165 opatrenia na ochranu pre jednu CRM syst\u00e9m a riadite\u013e firmy bude spa\u0165 o nie\u010do pokojnej\u0161ie.\n<\/li>\n<\/ul>\n<p>\nSk\u00faste sa na CRM pozrie\u0165 \u0161ir\u0161ie. Mimochodom, m\u00f4\u017eete si stiahnu\u0165 manu\u00e1l k na\u0161ej <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">RegionSoft CRM<\/a><\/noindex> a vidie\u0165, na \u010do je schopn\u00e1 konkr\u00e9tna verzia syst\u00e9mu \u2014 takmer 400 str\u00e1n popisu mo\u017enost\u00ed syst\u00e9mu rozhodne nie je len o predajoch (<noindex><a rel=\"nofollow\" href=\"http:\/\/bit.ly\/2ONW3Nv\">priama linka na stiahnutie bez v\u00edrusov a in\u00e9ho odpadu<\/a><\/noindex>). Do roku 2020 sme sa sna\u017eili vytvori\u0165 syst\u00e9m so v\u0161etk\u00fdmi najd\u00f4le\u017eitej\u0161\u00edmi a, \u010do je d\u00f4le\u017eit\u00e9, pou\u017e\u00edvan\u00fdmi funkciami bez AI a pulzov\u00fdch senzorov. Sme o podnikan\u00ed.<\/p>\n<h2>Mal\u00e9 podniky prejd\u00fa do omnichannel pr\u00edstupu<\/h2>\n<p>\nE\u0161te pred 3-5 rokmi boli hlavn\u00fdmi komunika\u010dn\u00fdmi kan\u00e1lmi podnikania a klientov telef\u00f3n (IP telefonovanie) a e-mail. Dnes je situ\u00e1cia in\u00e1: klienti a n\u00e1v\u0161tevn\u00edci webov\u00fdch str\u00e1nok m\u00f4\u017eu prich\u00e1dza\u0165 z chatu na str\u00e1nke, z Telegramu, z chatu na Yandexe a zo soci\u00e1lnych siet\u00ed (viac aktu\u00e1lne pre B2C). Pred CRM syst\u00e9mom ako hlavn\u00fdm softv\u00e9rom pre obchodn\u00fa \u010dinnos\u0165 firmy stoj\u00ed \u00faloha: zhroma\u017edi\u0165, spracova\u0165 a ulo\u017ei\u0165 inform\u00e1cie o v\u0161etk\u00fdch v\u00fdznamn\u00fdch dial\u00f3goch. To je mo\u017en\u00e9 urobi\u0165 samostatne pre ka\u017ed\u00fd kan\u00e1l, alebo je mo\u017en\u00e9, napr\u00edklad, zhroma\u017edi\u0165 v\u0161etko v e-maile a v chate na str\u00e1nke, a u\u017e ich integrova\u0165 do CRM. Tak\u00e9to rie\u0161enie je optim\u00e1lne z h\u013eadiska bezpe\u010dnosti a organiz\u00e1cie \u00fadajov: menej extern\u00fdch pripojen\u00ed, ni\u017e\u0161ie riziko ne\u0161tandardn\u00e9ho hackovania a prenikania do syst\u00e9mu.<\/p>\n<p>Omnichannel sa bude na\u010falej rozv\u00edja\u0165, aby klient komunikoval presne tak, ako je to pre neho pohodln\u00e9, a nie tak, ako prikazuje v\u00e1\u0161 softv\u00e9r. Pre\u010do by ste sa nad t\u00fdm mali zamyslie\u0165?<\/p>\n<ul>\n<li>Nestrat\u00edte ani jedn\u00e9ho klienta ani z\u00e1ujemcu o webov\u00fa str\u00e1nku.\n<\/li>\n<li>M\u00e1te viac \u00fadajov u\u017e v prv\u00fdch f\u00e1zach.\n<\/li>\n<li>Pred vami sa otv\u00e1raj\u00fa mo\u017enosti reklamy zameranej na kan\u00e1l oslovenia (av\u0161ak ide o ve\u013emi kontroverzn\u00fd typ reklamn\u00fdch spr\u00e1v, a preto zv\u00e1\u017ete, do akej miery je pre v\u00e1s relevantn\u00e9 a etick\u00e9 \"honi\u0165\" z\u00e1kazn\u00edka v jeho vlastnom osobnom priestore).\n<\/li>\n<li>Bude pre v\u00e1s jednoduch\u00e9 n\u00e1js\u0165 spolo\u010dn\u00fd jazyk s pou\u017e\u00edvate\u013emi, ktor\u00ed sa vyh\u00fdbaj\u00fa telefon\u00e1tom a \u00fastnej komunik\u00e1cii s predajcami, in\u017einiermi a podporou. Okrem toho, po\u010das p\u00edsania maj\u00fa mana\u017e\u00e9ri spolo\u010dnosti viac \u010dasu na rozmyslenie si svojej \u010dasti dial\u00f3gu, \u010do v\u00fdrazne zvy\u0161uje kvalitu poskytovan\u00fdch inform\u00e1ci\u00ed.\n<\/li>\n<\/ul>\n<p><\/p>\n<h2>Analytika \u2014 mal\u00e9mu biznisu do r\u00fak<\/h2>\n<p>\nTento trend m\u00e1 u\u017e ve\u013ea rokov, existuje od vzniku prv\u00fdch CRM syst\u00e9mov, ale napriek tomu mal\u00fd biznis sa k analytike dost\u00e1va a\u017e teraz. Toto oneskoren\u00e9 pripojenie k trendu je sp\u00f4soben\u00e9 dvoma faktormi: 1) biznis nepotreboval analytiku a mal pred sebou hlavn\u00fa \u00falohu \u2014 preda\u0165; 2) neexistovala masov\u00e1 biznisov\u00e1 kult\u00fara vyu\u017e\u00edvania d\u00e1t. Situ\u00e1cia sa zmenila: 1) v podmienkach necenovej konkurencie hlbok\u00e9 poznanie ka\u017ed\u00e9ho z\u00e1kazn\u00edka re\u00e1lne obohacuje; 2) analytika pri\u0161la do mal\u00e9ho biznisu prostredn\u00edctvom Yandex.Metriky a Google.Analytics \u2014 tieto digit\u00e1lne d\u00e1ta don\u00fatili mal\u00fd biznis zamyslie\u0165 sa nad ukazovate\u013emi, analyzova\u0165 a meni\u0165 sa. Av\u0161ak, \u017eia\u013e, to zatia\u013e nie je samozrejmos\u0165, ale len trend, ktor\u00fd bude pokra\u010dova\u0165 aj v roku 2020.<\/p>\n<p>Spr\u00e1vne implementovan\u00e1 CRM \u2014 ide\u00e1lna datab\u00e1za znalost\u00ed o ka\u017edom z\u00e1kazn\u00edkovi, a poskytuje obrovsk\u00e9 mo\u017enosti pre p\u00f4sobiv\u00fd servis a popredajn\u00fd servis. A to s\u00fa peniaze. Je o\u010dividn\u00e9, \u017ee rok 2020 nebude pokojn\u00fdm a tich\u00fdm, pokia\u013e ide o ekonomick\u00fa situ\u00e1ciu, a to znamen\u00e1, \u017ee boj o ka\u017ed\u00e9ho z\u00e1kazn\u00edka sa vyostr\u00ed. Chcete pre\u017ei\u0165? Zoberte si na pomoc analytiku vo svojej CRM syst\u00e9me, v\u00fdsledok bude dos\u0165 r\u00fdchly a pote\u0161uj\u00faci. Aj ke\u010f nebudete budova\u0165 super syst\u00e9my analytiky, ale len povrchne pracova\u0165 s \u010d\u00edslami a urob\u00edte z\u00e1very.<\/p>\n<h2>Komplexn\u00e9 slu\u017eby bud\u00fa r\u00e1s\u0165 \u2014 \u017eia\u013e<\/h2>\n<p>\nPoviem \u00faprimne \u2014 tento trend sa n\u00e1m nep\u00e1\u010di, ale vznikol ned\u00e1vno a bude len r\u00e1s\u0165. Dnes sa objavuj\u00fa agreg\u00e1tory CRM syst\u00e9mov, ktor\u00e9 jednoducho pred\u00e1vaj\u00fa, poskytovatelia hostingu akt\u00edvne pon\u00fakaj\u00fa nielen hosting, ale aj VDS s CRM, 1C a kancel\u00e1riou na palube. Z poh\u013eadu be\u017en\u00e9ho mana\u017e\u00e9ra, ved\u00faceho a \u00fa\u010dtovn\u00edka \u2014 je to skvel\u00e9: r\u00fdchlo rozbehn\u00fa\u0165, \u017eiadne zmluvy s I\u0422S, platba nepad\u00e1 do kapit\u00e1lov\u00fdch v\u00fddavkov, v\u0161etko zabezpe\u010duj\u00fa nejak\u00ed extern\u00ed administr\u00e1tori, \u017eiadny stres. A \u010do je najd\u00f4le\u017eitej\u0161ie, v\u00fdhodne a treba pracova\u0165 len s jednou spolo\u010dnos\u0165ou. To je smutn\u00fd trend \u2014 a tu je d\u00f4vod.<\/p>\n<ul>\n<li>Rizik\u00e1 nie s\u00fa rozdelen\u00e9: v pr\u00edpade technick\u00fdch alebo obchodn\u00fdch probl\u00e9mov s hostingom strat\u00edte okam\u017eite v\u0161etko a zabezpe\u010d\u00edte preru\u0161enie v pr\u00e1ci, ktor\u00e9 prakticky nez\u00e1vis\u00ed od v\u00e1s.\n<\/li>\n<li>V syst\u00e9moch predin\u0161talovan\u00fdch na vzdialen\u00fdch serveroch s\u00fa \u010dasto obmedzenia na \u00fapravy konfigur\u00e1cie, nastaven\u00ed, roz\u0161irovania a pod.\n<\/li>\n<li>Mesa\u010dn\u00fd poplatok za tak\u00e9to slu\u017eby (a to je v\u017edy mesa\u010dn\u00fd poplatok) v s\u00fahrnnej v\u00fd\u0161ke ve\u013emi r\u00fdchlo presiahne n\u00e1klady na zak\u00fapenie licenci\u00ed softv\u00e9ru (CRM alebo toho ist\u00e9ho 1C), cena vlastn\u00edctva bude dos\u0165 c\u00edti\u0165, najm\u00e4 pre mal\u00e9 spolo\u010dnosti.\n<\/li>\n<li>Nikdy si nebudete m\u00f4c\u0165 by\u0165 ist\u00ed bezpe\u010dnos\u0165ou va\u0161ich d\u00e1t a pr\u00edtomnos\u0165ou aktu\u00e1lnych z\u00e1loh \u2014 ani fakt \u00fatoku, ani \u013eudsk\u00fd faktor netreba vyl\u00fa\u010di\u0165.\n<\/li>\n<\/ul>\n<p>\nBu\u010fte opatrn\u00ed pri v\u00fdbere tak\u00fdchto slu\u017eieb.<\/p>\n<h2>Mikro CRM \u2014 nie pre ka\u017ed\u00e9ho, ale je potrebn\u00e9<\/h2>\n<p>\nCRM syst\u00e9my sa komplikuj\u00fa, st\u00e1vaj\u00fa sa univerz\u00e1lnymi. Neust\u00e1le a akt\u00edvne vyv\u00edjame <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">RegionSoft CRM<\/a><\/noindex> u\u017e mnoho rokov a na jej pr\u00edklade vid\u00edme tento rast. Pr\u00e1ve preto sme museli rozdeli\u0165 ed\u00edcie a pon\u00faknu\u0165 ka\u017edej firme svoj variant (aj ke\u010f v\u0161etk\u00fdm sa obzvl\u00e1\u0161\u0165 p\u00e1\u010dil <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/loader.php?src=crm_redactions\">RegionSoft CRM Professional<\/a><\/noindex>). Existuj\u00fa v\u0161ak spolo\u010dnosti, ktor\u00fdm ani ni\u017e\u0161ie ed\u00edcie CRM syst\u00e9mov na trhu nevyhovuj\u00fa. Potrebuj\u00fa len: zap\u00edsa\u0165 jednorazov\u00fa po\u017eiadavku klienta, zavola\u0165, \u201eprevies\u0165\u201c ho k predaju a uzavrie\u0165. To s\u00fa mikro a mal\u00e9 podniky, ktor\u00e9 zatia\u013e nie s\u00fa pripraven\u00e9 plati\u0165 za anal\u00fdzu, prvotn\u00e9 \u00fadaje, zlo\u017eit\u00e9 formy obchodov, obchodn\u00e9 procesy a v\u0161etko ostatn\u00e9.\u00a0<\/p>\n<p>Pre mal\u00e9 firmy s\u00fa potrebn\u00e9 mikro CRM \u2014 \u00faplne jednoduch\u00e9 cloudov\u00e9 rie\u0161enia, ktor\u00e9 dok\u00e1\u017eu vyrie\u0161i\u0165 z\u00e1kladn\u00e9 ot\u00e1zky podnikania bez zlo\u017eit\u00fdch implement\u00e1ci\u00ed, \u0161kolen\u00ed a optim\u00e1lne za n\u00edzke n\u00e1klady. Preto podniky h\u013eadaj\u00fa jednoduch\u00e9 CRM. Predt\u00fdm sme si tejto potreby nev\u0161imli, preto\u017ee sme pracovali so siln\u00fdmi funk\u010dn\u00fdmi CRM. Osvietenie pri\u0161lo, ke\u010f sme spustili na\u0161u <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\">jednoduch\u00fa ticketov\u00fa syst\u00e9m ZEDLine Support<\/a><\/noindex>: klienti o \u0148u prejavili z\u00e1ujem presne ako o ve\u013emi jednoduch\u00e9 CRM (transakcia ako po\u017eiadavka, telef\u00f3nia, n\u00e1klady na pr\u00e1ce, stavy \u2014 tejto \u010dasti klientov z mal\u00fdch a mikro podnikov to plne vyhovuje).\u00a0<\/p>\n<p>Je to dobr\u00fd trend: od takejto \u201emalej\u201c automatiz\u00e1cie podnik sk\u00f4r \u010di nesk\u00f4r prejde k ve\u013ekej a bude m\u00f4c\u0165 z\u00edska\u0165 to ist\u00e9, \u010do aj v\u00e4\u010d\u0161ie firmy, a t\u00fdm p\u00e1dom r\u00e1s\u0165 na z\u00e1klade anal\u00fdzy, pracova\u0165 s KPI, riadi\u0165 podnikov\u00e9 procesy. Jeden z najlep\u0161\u00edch trendov, ktor\u00e9 sme si v\u0161imli.\u00a0<\/p>\n<h2>Low code \u2014 pasca pre mana\u017e\u00e9rov<\/h2>\n<p>\nV roku 2019 sa do sveta CRM vr\u00e1tila my\u0161lienka low code. V podstate to s\u00fa tie ist\u00e9 platformy, ktor\u00e9 existovali predt\u00fdm, ale kone\u010dne dostali pekn\u00e9 marketingov\u00e9 meno. Dizajn\u00e9r procesov s podporou BPMN? \u2014 To je low code! Vizualizovan\u00fd UI editor? \u2014 Low code. V s\u00fahrne, vizu\u00e1lny editor podnikov\u00fdch procesov v na\u0161ej RegionSoft CRM alebo nastavenie dotazn\u00edka v ticketovom syst\u00e9me ZEDLine Support \u2014 to v\u0161etko je low code. Mimochodom, existuje e\u0161te jeden synonymum tohto term\u00ednu \u2014 NO-code.<\/p>\n<p>Som si ist\u00fd, \u017ee v roku 2020 sa t\u00e1to t\u00e9ma bude na\u010falej rozv\u00edja\u0165. Mimochodom, ak n\u00e1hodou chcete vidie\u0165 skuto\u010dn\u00fd low-code, pozrite si platformu Pega BPM a z\u00e1rove\u0148 si pozrite jej cenu a zhodno\u0165te, \u010di s\u00fa va\u0161i zamestnanci schopn\u00ed zvl\u00e1dnu\u0165 tento low code. Na niektor\u00fdch miestach je jednoduch\u0161ie nau\u010di\u0165 sa programovac\u00ed jazyk \ud83d\ude42\u00a0<\/p>\n<p>Low code v\u00fdvoj predpoklad\u00e1 mo\u017enos\u0165 meni\u0165 informa\u010dn\u00fd syst\u00e9m na strane klienta bez zastavenia pracovn\u00e9ho procesu bez pou\u017eitia programov\u00e9ho k\u00f3du (prostredn\u00edctvom vizu\u00e1lneho \u201ev\u00fdvoja\u201c). Jednoducho povedan\u00e9, je to t\u00e1 ist\u00e1 situ\u00e1cia, ke\u010f predajca pred\u00e1va CRM\/ERP s motiv\u00e1ciou: \u201emana\u017e\u00e9ri m\u00f4\u017eu sami modifikova\u0165 syst\u00e9m bez programovac\u00edch zru\u010dnost\u00ed\u201c. A pok\u00fasili ste sa v BPMN vytvori\u0165 nie\u010do zlo\u017eitej\u0161ie ako line\u00e1rny proces? A m\u00e1te radi UML diagramy? Tak\u017ee, ani ka\u017ed\u00fd IT odborn\u00edk nie je mor\u00e1lne pripraven\u00fd sa s t\u00fdm zaobera\u0165, nieto e\u0161te oby\u010dajn\u00ed mana\u017e\u00e9ri, pre mnoh\u00fdch z ktor\u00fdch je softv\u00e9r sp\u00fa\u0161\u0165an\u00fd \u201estla\u010den\u00edm\u201c <i>pentagramu<\/i> 1C.\u00a0\u00a0\u00a0\u00a0\u00a0<\/p>\n<p>Pre\u010do low code nie je ten trend, ktor\u00fd potrebujete?<\/p>\n<ul>\n<li>Aby sa mana\u017e\u00e9r vyrovnal s low-code konfigur\u00e1ciou, mus\u00ed ovl\u00e1da\u0165 aspo\u0148 logiku (ako predmet, nie ako my\u0161lienkov\u00fa vlastnos\u0165) a ma\u0165 zru\u010dnosti v oblasti procesov. Jednoducho povedan\u00e9, low-code v\u00fdvoj\u00e1r by mal myslie\u0165 ako v\u00fdvoj\u00e1r. Inak mu bude trva\u0165 ve\u013ea \u010dasu, k\u00fdm sa naozaj nau\u010d\u00ed pracova\u0165 s t\u00fdmto kon\u0161trukt\u00e9rom.\n<\/li>\n<li>Nedosta\u010dovalo by v\u00e1m iba \"posklada\u0165\" biznis proces, report alebo modul \u2014 d\u00f4le\u017eit\u00e9 je zodpovedne ho integrova\u0165 do logiky syst\u00e9mu, ktor\u00fd prisp\u00f4sobujete.\n<\/li>\n<li>S vysokou pravdepodobnos\u0165ou naraz\u00edte na platen\u00fa technick\u00fa podporu od dod\u00e1vate\u013ea, preto\u017ee sa vyskytn\u00fa ot\u00e1zky t\u00fdkaj\u00face sa pr\u00e1ce s low-code platformou, a ten v\u00e1m r\u00e1d odpovie \u2014 za \u010fal\u0161\u00ed poplatok.\u00a0\n<\/li>\n<li>Va\u0161i zamestnanci str\u00e1via pracovn\u00fd \u010das u\u010den\u00edm sa platformy a samotn\u00fdm \"low-code v\u00fdvojom\", a tento \u010das bude venovan\u00fd na \u00fakor ich hlavn\u00fdch \u00faloh. Bude lep\u0161ie investova\u0165 peniaze do \u00faprav od dod\u00e1vate\u013ea a neodv\u00e1dza\u0165 zamestnancov od ich pracovn\u00fdch povinnost\u00ed. Aj ke\u010f sa pevne rozhodnete prejs\u0165 na low-code platformu, najlep\u0161\u00edm rie\u0161en\u00edm bude zamestna\u0165 alebo vy\u010dleni\u0165 osobu na pr\u00e1cu s \u0148ou.\n<\/li>\n<li>Low-code platforma nie je ni\u010d in\u00e9 ako kon\u0161truktor, v ktorom s\u00fa obmedzen\u00e9 sady kociek, s\u00fa\u010diastok, koliesok a postavi\u010diek. Ak chcete vytvori\u0165 principi\u00e1lne nov\u00fa funkciu, ktor\u00e1 je nevyhnutn\u00e1 pre va\u0161e obchodn\u00e9 po\u017eiadavky, budete musie\u0165 nap\u00edsa\u0165 skuto\u010dn\u00fd k\u00f3d (a pravdepodobne sa obr\u00e1ti\u0165 na dod\u00e1vate\u013ea).\u00a0\n<\/li>\n<li>Platformy maj\u00fa mno\u017estvo obmedzen\u00ed, pokia\u013e ide o integr\u00e1cie, API, pracovn\u00e9 sady e-mailov at\u010f. Budete musie\u0165 rie\u0161i\u0165 tieto \u00falohy mimo mo\u017enost\u00ed low-code.\n<\/li>\n<\/ul>\n<p>\nNevylu\u010dujem, \u017ee low-code platformy pod ur\u010dit\u00fdm marketingov\u00fdm pr\u00edstupom sa stan\u00fa pre\u017e\u00edvaj\u00facim trendom pre podnikov\u00e9 CRM, ale neprij\u00edmajte ich ako v\u00fdbuch supernovy ani ako liek na v\u0161etky probl\u00e9my. Pravdepodobne bud\u00fa v\u00fdhodn\u00e9 pre mal\u00e9 projekty bez \u0161k\u00e1lovania a zlo\u017eit\u00fdch obchodn\u00fdch po\u017eiadaviek alebo, ak sa pozrieme na drah\u00e9 rie\u0161enia, pre firmy, ktor\u00e9 maj\u00fa peniaze na zamestnanie v\u00fdvoj\u00e1rov (kon\u0161trukt\u00e9rov) pre low-code platformu.<\/p>\n<h2>Nepla\u010d, Alisa, tvoj \u010das e\u0161te nenastal.<\/h2>\n<p>\nV na\u0161ej predpovedi na rok 2019 sme predpokladali, \u017ee technol\u00f3gie rozpozn\u00e1vania re\u010di sa dostan\u00fa do CRM syst\u00e9mov, a to v podobe: \u201eAlisa, zavolaj Sergejovi Michajlovovi z OOO \u201eIstok\u201c. Predpove\u010f sa naplnila v najhor\u0161om mo\u017enom v\u00fdzname: asistenti rozpozn\u00e1vania re\u010di sa skuto\u010dne dostali do dom\u00e1cich CRM syst\u00e9mov, ale zatia\u013e m\u00f4\u017eu iba vytv\u00e1ra\u0165 \u00falohy \u2014 \u010do je podstatne menej inteligentn\u00e1 \u00faloha ne\u017e telefon\u00e1t na hlasov\u00fd pr\u00edkaz. A my na\u010falej trv\u00e1me na svojom n\u00e1zore: zatia\u013e je hlasov\u00fd asistent v CRM syst\u00e9me viac marketingov\u00fd trik a rozpt\u00fdlenie, horizont obchodnej hodnoty nie je jasn\u00fd.\u00a0\u00a0<\/p>\n<h2>Funkcie len pre funkcie zv\u00fd\u0161ia n\u00e1klady na CRM<\/h2>\n<p>\nV komer\u010dnom prostred\u00ed IT spolo\u010dnost\u00ed sa m\u00f4\u017eete stretn\u00fa\u0165 s pojmom obchodna funkcia (u\u017eito\u010dn\u00e1 funkcionalita, ktor\u00e1 sa dostane do vydania) a produktov\u00e1 funkcia (nezvy\u010dajn\u00e1 vec, ktor\u00e1 sa \u013eahko pred\u00e1va publiku formou tla\u010dov\u00fdch spr\u00e1v a noviniek na \u0161pecializovan\u00fdch str\u00e1nkach). Napr\u00edklad, kon\u0161truktor obchodn\u00fdch procesov alebo pl\u00e1nova\u010d \u2014 to s\u00fa d\u00f4le\u017eit\u00e9 obchodn\u00e9 funkcie, zatia\u013e \u010do meranie pulzu alebo krokomer v mobilnej verzii CRM \u2014 produktov\u00e1 funkcia. Za ur\u010dit\u00fdch podmienok m\u00f4\u017ee takou funkciou by\u0165 AI, VR alebo gamifik\u00e1cia \u2014 ak nie s\u00fa relevantn\u00e9 pre biznis cie\u013eov\u00fdch z\u00e1kazn\u00edkov. Bohu\u017eia\u013e, v rokoch 2018-2019 do\u0161lo doslova k n\u00e1valu tak\u00fdchto funkci\u00ed: r\u00f4zne CRM za\u010dali pon\u00faka\u0165 marketingov\u00e9 funkcie (a s\u00fa \u013eahko pochopite\u013en\u00e9!), zv\u00e1\u017ea\u0165 uzavretie partnerstiev s renomovan\u00fdmi obchodn\u00fdmi tr\u00e9nermi, vytv\u00e1ra\u0165 zvl\u00e1\u0161tne spolupr\u00e1ce. To v\u0161etko stoj\u00ed peniaze pre firmy a jasne vedie k zv\u00fd\u0161eniu n\u00e1kladov na rie\u0161enie pre kone\u010dn\u00fdch z\u00e1kazn\u00edkov.\u00a0<\/p>\n<p>Tak\u00fdto pr\u00edstup sa stane trendov\u00fdm, preto\u017ee v\u00fdrazne u\u013eah\u010duje obchodn\u00e9 \u00falohy, umo\u017e\u0148uje dost\u00e1va\u0165 sa do r\u00f4znych m\u00e9di\u00ed a napriek v\u0161etkej bezv\u00fdznamnosti sa p\u00e1\u010di spotrebite\u013eovi. Preto nebudeme d\u00e1va\u0165 rady \u2014 jednoducho si zapam\u00e4tajte, \u017ee za ka\u017ed\u00fa funkciu, ktor\u00e1 v\u00e1s \u201epot\u011b\u0161ila\u201c alebo \u201ezaujala\u201c, zaplat\u00edte presne vy. No, nie je to pre n\u00e1s novinka \u2014 nie plat\u00edme za tak\u00e9to veci v gadgetoch, aplik\u00e1ci\u00e1ch a dokonca aj v n\u00e1strojoch na v\u00fdvoj? \ud83d\ude42\u00a0\u00a0<\/p>\n<h2>Cloudy na\u010falej porast\u00fa. Rizik\u00e1 rovnako.<\/h2>\n<p>\nEuf\u00f3ria z pohodlia a dostupnosti cloudov\u00fdch technol\u00f3gi\u00ed sa men\u00ed na probl\u00e9my so zabezpe\u010den\u00edm: na ochranu d\u00e1t, konfigur\u00e1ci\u00ed a cloudovej infra\u0161trukt\u00fary \u010doraz viac vpl\u00fdvaj\u00fa vonkaj\u0161ie \u00fatoky, pr\u00edrodn\u00e9 katastrofy a dokonca aj korpor\u00e1tne spory poskytovate\u013eov hostingu a d\u00e1tov\u00fdch centier. T\u00fdm p\u00e1dom tretia strana, nevidite\u013ene pr\u00edtomn\u00e1 v biznise, ktor\u00fd m\u00e1 cloudov\u00fd softv\u00e9r vo svojej infra\u0161trukt\u00fare, nadob\u00fada v\u00e1hu a st\u00e1va sa skuto\u010dnou hrozbou pre informa\u010dn\u00fa bezpe\u010dnos\u0165 spolo\u010dnosti.<\/p>\n<p>V roku 2020 je minim\u00e1lne zvl\u00e1\u0161tne vzda\u0165 sa cloudov\u00fdch technol\u00f3gi\u00ed, preto prejdite na strat\u00e9giu diverzifik\u00e1cie riz\u00edk v informa\u010dnej bezpe\u010dnosti: uchov\u00e1vajte 2-3 k\u00f3pie z\u00e1loh na r\u00f4znych serveroch, pre uchov\u00e1vanie datab\u00e1zy klientov a transakci\u00ed preferujte desktopov\u00e9 CRM (ktor\u00e9 s\u00fa umiestnen\u00e9 na va\u0161om serveri), sledujte bezpe\u010dnos\u0165 pr\u00edstupov\u00fdch pr\u00e1v. Ak si s t\u00fdm neviete poradi\u0165, po\u017eiadajte outsourcingov\u00fa spolo\u010dnos\u0165 alebo svojho dom\u00e1ceho administr\u00e1tora o nastavenie bezpe\u010dnostn\u00e9ho syst\u00e9mu. Ne\u0161etrite na bezpe\u010dnosti \u2014 probl\u00e9my s \u0148ou v\u00e1s nakoniec vyjd\u00fa drah\u0161ie.\u00a0<\/p>\n<h2>Hodnotenia bud\u00fa na\u010falej klama\u0165<\/h2>\n<p>\n\u017dia\u013e, v roku 2019 sa objavili najmenej dve objednan\u00e9 \u0161t\u00fadie, ktor\u00e9 pridelili CRM syst\u00e9mom prv\u00e9 miesto alebo ved\u00facu \u00falohu na trhu. Taktie\u017e vzniklo mno\u017estvo tak\u00fdchto hodnoten\u00ed a preh\u013eadov a bola zriaden\u00e1 cel\u00e1 pomp\u00e9zna cena za rozde\u013eovanie slonov. Mysl\u00edm, \u017ee tento trend sa vr\u00e1til a zostane naj\u017eiv\u0161\u00ed zo v\u0161etk\u00fdch. Mimochodom, p\u00edsali sme, pre\u010do <noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/444676\/\">v\u00e4\u010d\u0161ina hodnoten\u00ed CRM klame<\/a><\/noindex>. Tak\u017ee testujte CRM, vyberajte si sami, a nezakladajte sa na inform\u00e1ci\u00e1ch, ktor\u00e9 s\u00fa nap\u00edsan\u00e9 z m\u0155tvych \u00fa\u010dtov VK alebo v\u00fdhodne \"vykr\u00faten\u00e9\" \u010fal\u0161\u00edm NII\u010cAVO.\u00a0<\/p>\n<p>Existuje e\u0161te nieko\u013eko \u0161pecifick\u00fdch trendov, ktor\u00e9 bud\u00fa vpl\u00fdva\u0165 na trh CRM syst\u00e9mov v Rusku: ot\u00e1zka umelej inteligencie a jej dopytu zost\u00e1va otvoren\u00e1, trh je prep\u013a\u0148an\u00fd CRM syst\u00e9mami \"jedn\u00e9ho d\u0148a\", ktor\u00e9 sa sna\u017eia etablova\u0165 sam\u00e9 alebo v partnersk\u00fdch sie\u0165ach, kolaps t\u00fdchto partnersk\u00fdch siet\u00ed, n\u00edzka \u00farove\u0148 automatiz\u00e1cie firiem (odhaduje sa, \u017ee v Moskve okolo 8 %, v regi\u00f3noch e\u0161te menej), n\u00edzka informovanos\u0165 pou\u017e\u00edvate\u013eov at\u010f. Ale to nie s\u00fa tak \u00faplne udalosti roka 2020, sk\u00f4r trendy, s ktor\u00fdmi mus\u00edme v\u0161etci \u017ei\u0165.<\/p>\n<p>Celkovo je trh s CRM akt\u00edvny, spolo\u010dnosti sa zauj\u00edmaj\u00fa o automatiz\u00e1ciu, ch\u00e1pu jej v\u00fdhody, h\u013eadaj\u00fa alternat\u00edvy, porovn\u00e1vaj\u00fa a prem\u00fd\u0161\u013eaj\u00fa. T\u00e1to automatiz\u00e1cia sa \u010doraz viac jav\u00ed ako potreba, a nie ako m\u00f3dny trend alebo \u201epreto\u017ee je to potrebn\u00e9\u201c. Pokra\u010dujeme v pr\u00e1ci.<\/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 \/>Zdroj: <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 5.0.5 - 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