{"id":69474,"date":"2020-02-19T20:42:19","date_gmt":"2020-02-19T17:42:19","guid":{"rendered":"https:\/\/prohoster.info\/blog\/nu-crm-i-crm-vsyo-proshhe-chem-vy-dumaete"},"modified":"2020-03-03T16:14:54","modified_gmt":"2020-03-03T13:14:54","slug":"nu-crm-i-crm-vsyo-proshhe-chem-vy-dumaete","status":"publish","type":"post","link":"https:\/\/prohoster.info\/sk\/blog\/administrirovanie\/nu-crm-i-crm-vsyo-proshhe-chem-vy-dumaete","title":{"rendered":"No CRM a CRM. Je to jednoduch\u0161ie, ne\u017e si mysl\u00edte","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>Pam\u00e4t\u00e1te si na star\u00fd animovan\u00fd film o hrochovi, ktor\u00fd sa hrozne b\u00e1l o\u010dkovania a nakoniec sa nakazil infek\u010dnou \u017elta\u010dkou? Skvel\u00fd a pou\u010dn\u00fd anim\u00e1k pre deti, ktor\u00e9 sa boja jedn\u00e9ho pichnutia, zanechal za sc\u00e9nou hlavn\u00fa pravdu: v nemocnici sa pacientovi so \u017elta\u010dkou za\u010d\u00edna naozajstn\u00e1 koloto\u010d injekci\u00ed, a to aj vn\u00fatroven\u00f3zne, aj intraven\u00f3zne kvapky, aj intramuskul\u00e1rne. To znamen\u00e1, \u017ee n\u00e1\u0161 ve\u013ek\u00fd hroch sa vyhol jedn\u00e9mu nepr\u00edjemn\u00e9mu momentu a na opl\u00e1tku dostal p\u00e1r t\u00fd\u017ed\u0148ov mu\u010denia (v jeho ch\u00e1pan\u00ed).\u00a0<\/p>\n<p>U\u017e ste zdvihli o\u010di k nadpisu, aby ste e\u0161te raz videli, o \u010dom je \u010dl\u00e1nok a ak\u00fa s\u00favislos\u0165 m\u00e1 so \u017elt\u00fdm hrochom? V\u0161etko je v poriadku, sme zdrav\u00ed (pravdepodobne). Ide o to, \u017ee spr\u00e1vanie tohto animovan\u00e9ho hrdinu pripom\u00edna spr\u00e1vanie mana\u017e\u00e9rov mal\u00fdch firiem, ktor\u00ed uva\u017euj\u00fa o zaveden\u00ed CRM: \u00abE, o \u010fal\u0161ie odlo\u017e\u00edm, \u010do mi bude! Nejako inokedy.\u00bb A sympt\u00f3my sa medzit\u00fdm vyv\u00edjaj\u00fa, \u010das ubieha, perspekt\u00edvy sa rozpl\u00fdvaj\u00fa.<\/p>\n<p><noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/488856\/\"><img decoding=\"async\" alt=\"No CRM a CRM. Je to jednoduch\u0161ie, ne\u017e si mysl\u00edte\" src=\"\/wp-content\/uploads\/2020\/02\/5d1debb92526aacc088d3ab0bad7687b.jpg\" style=\"display:block;margin: 0 auto;\" \/><\/a><\/noindex><br \/>\n<i>\u00daryvok z animovan\u00e9ho filmu \u201eO hrochovi, ktor\u00fd sa b\u00e1l o\u010dkovania\u201c, verzia pre CRM<\/i><br \/>\n<noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><\/p>\n<h2>Ahoj, mal\u00fd biznis<\/h2>\n<p>\nTak si predstavme jednoduch\u00fa situ\u00e1ciu: je tu mal\u00fd biznis (v akejko\u013evek oblasti, \u010di u\u017e IT, alebo agent\u00fara, alebo v\u00fdroba) a jeho ved\u00faci. Biznis \u017eije a prin\u00e1\u0161a zisk, ale ved\u00faci m\u00e1 neust\u00e1le bolesti hlavy kv\u00f4li nekone\u010dn\u00fdm drobn\u00fdm probl\u00e9mom: predajcovia sa rozbehli, neust\u00e1le zab\u00fadaj\u00fa na klientov, obchody sa nezatv\u00e1raj\u00fa a uviaznu na prvom rozhovore, spracovanie dokumentov zaber\u00e1 kopu \u010dasu. A hoci pr\u00e1ca ide do plusu, je to cel\u00e9 dos\u0165 nap\u00e4t\u00e9.\u00a0<\/p>\n<h2>Ak\u00e9 rizik\u00e1 nesie?<\/h2>\n<p><\/p>\n<ul>\n<li>Riziko straten\u00e9ho obchodu \u2014 kv\u00f4li zabudnut\u00fdm sch\u00f4dzkam, telefon\u00e1tom a e-mailom, z d\u00f4vodu pred\u013a\u017eenia obsluhy alebo vystaveniu fakt\u00fary at\u010f. Je potrebn\u00e9 si uvedomi\u0165, \u017ee v svete v\u0161adepr\u00edtomn\u00e9ho internetu sa o va\u0161ich probl\u00e9mov s obsluhou potenci\u00e1lni klienti dozvedia r\u00fdchlej\u0161ie, ne\u017e zvy\u010dajne nap\u00ed\u0161ete tla\u010dov\u00fa spr\u00e1vu o \u010fal\u0161ej akcii vo firme (ine\u0161tujte, mimochodom, zbyto\u010dn\u00e9 plytvanie \u010dasom).\n<\/li>\n<li>Riziko neloj\u00e1lnych klientov \u2014 existuj\u00faci klienti m\u00f4\u017eu prejs\u0165 do t\u00e1boru neloj\u00e1lnych z d\u00f4vodu nedostato\u010dne personalizovanej komunik\u00e1cie, probl\u00e9mov s mana\u017e\u00e9rmi alebo n\u00edzkej r\u00fdchlosti reakcie na po\u017eiadavky. A konkurenti u\u017e \u0165ahaj\u00fa tak\u00fdchto klientov za ruku. A za vrecko.\u00a0\n<\/li>\n<li>Riziko straty \u010dasti \u00fadajov alebo celej klientskej datab\u00e1zy je v\u00e1\u017ene riziko pre cenn\u00fd akt\u00edvum. Z nejak\u00e9ho d\u00f4vodu sa mal\u00fd biznis nenau\u010dil po\u010d\u00edta\u0165 hodnotu \u00fadajov a klientskej datab\u00e1zy, n\u00e1klady na z\u00edskanie a udr\u017eanie, s\u00fahrnn\u00fa hodnotu datab\u00e1zy kontaktov. Ale existuj\u00fa t\u00ed, ktor\u00ed vedia v\u0161etko toto spo\u010d\u00edta\u0165 a preda\u0165. Je ve\u013emi pravdepodobn\u00e9, \u017ee va\u0161i zamestnanci odved\u00fa aj datab\u00e1zu, aj klientov, ke\u010f prejd\u00fa pracova\u0165 k konkurencii. Okrem toho, neusporiadan\u00e9 a nestrukt\u00farovan\u00e9 \u00fadaje sa m\u00f4\u017eu \u013eahko strati\u0165 samy od seba, \u010do je e\u0161te smutnej\u0161ie.\n<\/li>\n<li>Riziko nespr\u00e1vnych spr\u00e1v a chybov\u00fdch rozhodnut\u00ed. Mus\u00edte d\u00f4verova\u0165 t\u00fdm spr\u00e1vam, ktor\u00e9 v\u00e1m poskytuj\u00fa zamestnanci, a robia ich r\u00f4znymi sp\u00f4sobmi: niekto svedomite, niekto na kolene, niekto bez rozmyslu, niekto z hlavy. Takto sa va\u0161a predstava o veciach st\u00e1va priemernou a rozhodnutia prijat\u00e9 na jej z\u00e1klade s\u00fa nespr\u00e1vne.\u00a0\n<\/li>\n<\/ul>\n<p>\n<i>Pr\u00edklad z praxe. Spolo\u010dnos\u0165 vyr\u00e1bala mlie\u010dne v\u00fdrobky, za predaj zodpovedal dealersk\u00fd oddelenie. Zbiera\u0165 \u00fadaje od obchodn\u00fdch miest bolo leniv\u00e9, a niektor\u00e9 vlastn\u00e9 miesta dokonca ani nezaznamen\u00e1vali. Vymysleli pribli\u017en\u00e9 \u010d\u00edsla, marketing rozbehol akciu za akciou, zmenili obal. Ve\u013ek\u00e9 re\u0165azce prestali bra\u0165 tri n\u00e1zvy v\u00fdrobkov, objavili sa s\u0165a\u017enosti na vysok\u00e9 z\u00e1soby. Takto by to pokra\u010dovalo, keby riadite\u013e v\u00fdroby n\u00e1hodou nepo\u010dul od predajcu v st\u00e1nku pri tov\u00e1rni, \u017ee tieto tri n\u00e1zvy sa \u00faplne prestali bra\u0165. Urobili anal\u00fdzu, prieskumy, zorganizovali fokusn\u00fa skupinu - uk\u00e1zalo sa, \u017ee produkt konkurenta vyhr\u00e1val aj cenovo, aj chu\u0165ov\u00fdmi pr\u00edsadami (ovocn\u00fdmi n\u00e1pl\u0148ami). K\u00fapili \u201echutn\u00e9\u201c n\u00e1plne, zmenili technol\u00f3giu, jeden v\u00fdrobok stiahli z v\u00fdroby - re\u0165azce za\u010dali bra\u0165 produkt, objem predaja vzr\u00e1stol. A cena technologick\u00fdch zmien predstavovala jednu tretinu n\u00e1kladov marketingov\u00fdch akci\u00ed na propag\u00e1ciu \u201em\u0155tvych\u201c v\u00fdrobkov.\u00a0\u00a0<\/i><\/p>\n<ul>\n<li>Riziko \u201epodnikania v podnikan\u00ed\u201c je nebezpe\u010dn\u00fd sympt\u00f3m v malom podnikan\u00ed. Zamestnanci, pohybuj\u00fac sa v malej skupine, si myslia, \u017ee u\u017e pochopili, ak\u00e9 to je riadi\u0165 podnikanie, a za\u010d\u00ednaj\u00fa budova\u0165 vlastn\u00fa firmu vo vn\u00fatri zamestn\u00e1vate\u013ea, napr\u00edklad uzatv\u00e1raj\u00fa zmluvy priamo s klientmi alebo poskytuj\u00fa dodato\u010dn\u00e9 slu\u017eby mimo spolo\u010dnosti. To nielen\u017ee odober\u00e1 firme peniaze, ale aj vytv\u00e1ra \u00faplne zbyto\u010dn\u00fdch zamestnancov: takmer cel\u00fd svoj pracovn\u00fd \u010das tr\u00e1via \u201esvojim biznisom\u201c. Mimochodom, to je be\u017en\u00e1 situ\u00e1cia v IT sf\u00e9re.\n<\/li>\n<\/ul>\n<p>\nSpolo\u010dne je to riziko neuskuto\u010dnen\u00e9ho pr\u00edjmu - ka\u017ed\u00e9 z riz\u00edk odober\u00e1 nejak\u00fa \u010das\u0165 pe\u0148az\u00ed, ktor\u00e9 by firma mohla zarobi\u0165. Ak k tomu prid\u00e1me reputa\u010dn\u00e9 riziko a zdroje vy\u017eaduje na prekonanie probl\u00e9mov, dostaneme \u00faplne ne\u00fanosn\u00fa z\u00e1\u0165a\u017e pre mal\u00e9 podniky.<\/p>\n<p><img decoding=\"async\" alt=\"No CRM a CRM. Je to jednoduch\u0161ie, ne\u017e si mysl\u00edte\" src=\"\/wp-content\/uploads\/2020\/02\/14014ab809fe74e1f509646b49ad3b80.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<\/p>\n<h2>Ako mu m\u00f4\u017eeme pom\u00f4c\u0165?<\/h2>\n<p>\n\u010co sa v\u00e1m stane, v\u017edy existuj\u00fa minim\u00e1lne dve v\u00fdchodisk\u00e1. V pr\u00edpade spr\u00e1vy mal\u00e9ho podniku je mno\u017estvo v\u00fdchod\u00edsk ove\u013ea \u0161ir\u0161ie.<\/p>\n<h4>Opatrenie, ktor\u00e9 m\u00f4\u017eete prija\u0165<\/h4>\n<p><\/p>\n<h4>V\u00fdhody<\/h4>\n<p><\/p>\n<h4>Nev\u00fdhody<\/h4>\n<p><\/p>\n<p>Zru\u0161i\u0165 autokratizmus a despotizmus v spolo\u010dnosti<\/p>\n<ul>\n<li>R\u00fdchla implement\u00e1cia opatrenia.\n<\/li>\n<li>R\u00fdchla reakcia na vplyv - na nejak\u00fd \u010das sa zamestnanci \u201eut\u00ed\u0161ia\u201c a za\u010dn\u00fa pracova\u0165.\u00a0\n<\/li>\n<li>Form\u00e1lne - bez n\u00e1kladov.\n<\/li>\n<\/ul>\n<p><\/p>\n<ul>\n<li>Negat\u00edvna sp\u00e4tn\u00e1 v\u00e4zba.\n<\/li>\n<li>Mo\u017en\u00e9 s\u00fa prep\u00fa\u0161\u0165ania v s\u00favislosti so zmenou situ\u00e1cie.\n<\/li>\n<li>Psychologicky n\u00e1ro\u010dn\u00fd z\u00e1\u017eitok, najm\u00e4 ak v\u00e1m to nie je vlastn\u00e9.\n<\/li>\n<li>Kr\u00e1tkodob\u00fd vplyv.\n<\/li>\n<\/ul>\n<p><\/p>\n<p>Urobi\u0165 masov\u00fa demotiv\u00e1ciu (odobra\u0165 pr\u00e9mie, prep\u00fa\u0161\u0165a\u0165)<\/p>\n<ul>\n<li>Efekt\u00edvne a zastra\u0161uj\u00face opatrenie.\n<\/li>\n<li>Kr\u00e1tkodob\u00e9 \u00faspory pe\u0148az\u00ed.\n<\/li>\n<li>Rast transparentnosti pr\u00e1ce.\n<\/li>\n<\/ul>\n<p><\/p>\n<ul>\n<li>Prep\u00fa\u0161\u0165ania a reputa\u010dn\u00e9 riziko vo vonkaj\u0161ej sf\u00e9re.\n<\/li>\n<li>Pr\u00e1vne riziko (\u017ealoby, kontroly).\n<\/li>\n<li>Ned\u00f4vera zamestnancov.\n<\/li>\n<li>N\u00e1hly rast udava\u010dstva (aby zakryli svoje z\u00e1ujmy).\n<\/li>\n<\/ul>\n<p><\/p>\n<p>Implementova\u0165 syst\u00e9my vn\u00fatorn\u00e9ho monitorovania*<\/p>\n<p>*najhor\u0161ie opatrenie, ak\u00e9 sa d\u00e1 vymyslie\u0165<\/p>\n<ul>\n<li>Transparentnos\u0165 v\u00e4\u010d\u0161iny akci\u00ed zamestnancov.\n<\/li>\n<li>Rast zapojenia zamestnancov do pr\u00e1ce.\n<\/li>\n<\/ul>\n<p><\/p>\n<p>Cel\u00e9 opatrenie je len jeden ve\u013ek\u00fd m\u00ednus. Tak\u00e1to mierka ned\u00f4very vo\u010di zamestnancom je pre firmu \u017eivotne nebezpe\u010dn\u00e1 a v priebehu \u010dasu povedie k strate svojich v\u00e1\u017een\u00fdch pracovn\u00edkov a neust\u00e1lym pokusom \u201ehackn\u00fa\u0165\u201c syst\u00e9m.\u00a0<\/p>\n<p>Za\u010da\u0165 s mikromana\u017ementom na trvalej b\u00e1ze**<\/p>\n<p>**kr\u00e1tkodob\u00e9 kr\u00edzov\u00e9 opatrenie<\/p>\n<ul>\n<li>Maxim\u00e1lny pr\u00edstup k v\u0161etk\u00fdm \u00faloh\u00e1m.\n<\/li>\n<li>Dodr\u017eiavanie term\u00ednov a z\u00e1v\u00e4zkov.\n<\/li>\n<li>Zv\u00fd\u0161enie pozornosti zamestnancov.\n<\/li>\n<li>\u017diadne n\u00e1hle negat\u00edvne reakcie.\n<\/li>\n<\/ul>\n<p><\/p>\n<ul>\n<li>Vysok\u00e1 \u00farove\u0148 stresu vo firme \u2014 u v\u0161etk\u00fdch.\n<\/li>\n<li>V\u0161etok \u010das sa venuje prer\u00e1baniu \u00faloh a neust\u00e1lemu doh\u013eadu.\n<\/li>\n<li>Mno\u017estvo konfliktov v kolekt\u00edve.\u00a0\n<\/li>\n<li>Zn\u00ed\u017eenie iniciat\u00edvy zamestnancov.\n<\/li>\n<\/ul>\n<p><\/p>\n<p>Implementova\u0165 (a pou\u017e\u00edva\u0165!) <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">CRM a in\u00fd biznis softv\u00e9r<\/a><\/noindex><\/p>\n<ul>\n<li>Maxim\u00e1lny a <i>nevidite\u013en\u00fd<\/i> pr\u00edstup k v\u0161etk\u00fdm \u00faloh\u00e1m.\n<\/li>\n<li>Evidencia klientskej datab\u00e1zy a uchov\u00e1vanie \u00fadajov.\n<\/li>\n<li>Aktu\u00e1lne a presn\u00e9 reporty.\n<\/li>\n<li>Automatizovan\u00e9 procesy.\n<\/li>\n<li>Zn\u00ed\u017eenie n\u00e1kladov na rutinn\u00e9 \u00falohy a pod.\n<\/li>\n<\/ul>\n<p><\/p>\n<ul>\n<li>\u0164a\u017ekosti s implement\u00e1ciou a \u0161kolen\u00edm.\n<\/li>\n<li>Existuje doba n\u00e1vratnosti.\n<\/li>\n<li>Efekt z implement\u00e1cie sa pos\u00fava o 3-6 mesiacov.\n<\/li>\n<li>Odpor vo\u010di zmene zo strany skupiny zamestnancov.\n<\/li>\n<li>Finan\u010dn\u00e9 n\u00e1klady na projekt.\n<\/li>\n<\/ul>\n<p><\/p>\n<p>Zavies\u0165 syst\u00e9m KPI \u2014 k\u013e\u00fa\u010dov\u00fdch ukazovate\u013eov v\u00fdkonnosti<\/p>\n<ul>\n<li>Jasn\u00e9 hranice zodpovednosti a povinnost\u00ed.\n<\/li>\n<li>Ka\u017ed\u00fd zamestnanec pozn\u00e1 svoje cie\u013eov\u00e9 ukazovatele.\n<\/li>\n<li>Transparentnos\u0165 pracovn\u00fdch procesov.\n<\/li>\n<li>Miera v\u00fdsledku.\n<\/li>\n<li>Vysok\u00e1 \u00farove\u0148 sebadiscipl\u00edny.\n<\/li>\n<\/ul>\n<p><\/p>\n<ul>\n<li>Neprijatie zamestnancami.\n<\/li>\n<li>Ak syst\u00e9m nie je vyv\u00e1\u017een\u00fd a je implementovan\u00fd ne\u0161ikovne \u2014 negat\u00edvne v\u00fdsledky zavedenia.\n<\/li>\n<li>KPI nie s\u00fa vhodn\u00e9 pre v\u0161etk\u00fdch zamestnancov.\n<\/li>\n<\/ul>\n<p><\/p>\n<p>Zavies\u0165 nov\u00e9 sp\u00f4soby komunik\u00e1cie: p\u00e4\u0165min\u00fatovky, m\u00edtingy, stretnutia, brainstormingy a pod.<\/p>\n<ul>\n<li>Priamy a otvoren\u00fd dial\u00f3g zamestnancov a vedenia.\n<\/li>\n<li>V\u0161eobecn\u00e1 informovanos\u0165.\n<\/li>\n<li>Vysok\u00e1 r\u00fdchlos\u0165 rozhodovania.\n<\/li>\n<li>Generovanie netradi\u010dn\u00fdch n\u00e1padov.\n<\/li>\n<li>Prostredie d\u00f4very a priate\u013estva.\n<\/li>\n<\/ul>\n<p><\/p>\n<p>\u010casov\u00e9 n\u00e1klady.<\/p>\n<p>Degener\u00e1cia stretnut\u00ed na formalitu.<\/p>\n<p>Vyv\u00e1\u017eenie pozornosti na akt\u00edvnych zamestnancov (ale nie v\u017edy na najefekt\u00edvnej\u0161\u00edch).<\/p>\n<p>Zmeni\u0165 pr\u00edstupy komplexne:<\/p>\n<ul>\n<li>zavies\u0165 nov\u00e9 sp\u00f4soby komunik\u00e1cie\n<\/li>\n<li><noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">implementova\u0165 CRM<\/a><\/noindex>\n<\/li>\n<li>rozvin\u00fa\u0165 korpor\u00e1tnu kult\u00faru\n<\/li>\n<li>zavies\u0165 KPI\n<\/li>\n<\/ul>\n<p><\/p>\n<ul>\n<li>R\u00fdchly pozit\u00edvny kumulat\u00edvny efekt.\u00a0\n<\/li>\n<li>N\u00e1hly prechod na intenz\u00edvny rozvoj.\n<\/li>\n<li>\u201eHybnos\u0165\u201c vo firme povzbud\u00ed a zjednot\u00ed zamestnancov na princ\u00edpe \u201eoto\u010denia k lep\u0161iemu\u201c.\u00a0\u00a0\u00a0\n<\/li>\n<\/ul>\n<p><\/p>\n<ul>\n<li>Je potrebn\u00e9 vy\u010dleni\u0165 \u010das a zdroje na aktualiz\u00e1ciu, implement\u00e1ciu, testovanie zmien.\n<\/li>\n<li>Potrebn\u00fd glob\u00e1lny refaktoring procesov.\n<\/li>\n<li>Nevyhnutne bud\u00fa odporcovia zmien.\n<\/li>\n<\/ul>\n<p><\/p>\n<p> Nepochybne neexistuje jednozna\u010dn\u00e9 rie\u0161enie, pravdepodobne bude vyhovova\u0165 kombin\u00e1cia nieko\u013ek\u00fdch z nich, ktor\u00e9 s\u00fa vhodn\u00e9 pre konkr\u00e9tnu spolo\u010dnos\u0165. Napriek tomu existuj\u00fa prvky, ktor\u00e9 sa ne\u0161kodia v r\u00e1mci ak\u00fdchko\u013evek zmien: napr\u00edklad automatiz\u00e1cia operat\u00edvnej pr\u00e1ce a riadenia zdrojov (CRM, ERP, syst\u00e9my riadenia projektov, tiketov\u00e9 syst\u00e9my a podobne) alebo zavedenie KPI (rozumn\u00e9, flexibiln\u00e9 a postupn\u00e9). O KPI sme podrobne hovorili <noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/308800\/\">tu<\/a><\/noindex> a <noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/422241\/\">tu<\/a><\/noindex>, a o CRM u\u017e v <noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/users\/axelus\/posts\/\">80 \u010dl\u00e1nkoch<\/a><\/noindex> \ud83d\ude42 Porozpr\u00e1vame sa aj v 81. \u010dl\u00e1nku, tentokr\u00e1t o maxim\u00e1lne jednoduchom zaveden\u00ed <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">CRM syst\u00e9my<\/a><\/noindex>.\u00a0<\/p>\n<h1>CRM nie je z\u00e1zra\u010dn\u00e1 pilulka, ale len n\u00e1stroj<\/h1>\n<p>\nDod\u00e1vatelia CRM syst\u00e9mov radi rozpr\u00e1vaj\u00fa o tom, ako CRM zdvojn\u00e1sobuje predaje, zni\u017euje potrebu zamestnancov o \u0161tvrtinu a rob\u00ed vlasy m\u00e4kk\u00fdmi a hodv\u00e1bnymi. Nie, takto sa veci nerobia. Vyberiete a k\u00fapite CRM syst\u00e9m, za\u010dnete ho zav\u00e1dza\u0165 a s\u00fa\u010dasne pou\u017e\u00edva\u0165, \u0161kol\u00edte zamestnancov, prekon\u00e1vate negat\u00edvne n\u00e1lady a reakcie a a\u017e po minim\u00e1lne pol roku za\u010d\u00ednate poci\u0165ova\u0165 pokrok. Ale ak\u00fd to pokrok! Tak\u017ee pod\u013ea v\u00fdskumu a anal\u00fdzy Salesforce podniky vyu\u017e\u00edvaj\u00face softv\u00e9r CRM zaznamen\u00e1vaj\u00fa n\u00e1rast predaja o 29%, zv\u00fd\u0161enie produktivity predaja o 34% a presnos\u0165 progn\u00f3zy predaja o 42%. \u010c\u00edsla vyzeraj\u00fa celkom re\u00e1lne aj pre rusk\u00e9 spolo\u010dnosti. Ale znova opakujem, to nerob\u00ed CRM, ale zamestnanci spolo\u010dnosti, ktor\u00ed sa nau\u010dili pou\u017e\u00edva\u0165 CRM.\u00a0<\/p>\n<h2>\u010co m\u00f4\u017ee CRM<\/h2>\n<p><\/p>\n<ul>\n<li><noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">CRM syst\u00e9m<\/a><\/noindex> sp\u00e1ja na jednej platforme prakticky v\u0161etky obchodn\u00e9 entitiy: \u00fadaje o z\u00e1kazn\u00edkoch a obchodoch, obchodn\u00e9 procesy, reporting, dokument\u00e1ciu, finan\u010dn\u00fa bezpe\u010dnos\u0165, spr\u00e1vu skladu, pl\u00e1novanie, telef\u00f3niu a pod. T\u00fdmto sp\u00f4sobom dostanete nielen tabu\u013eku s mno\u017estvom \u00fadajov, ale prepojen\u00fa zlo\u017eit\u00fa \u0161trukt\u00faru, z ktorej je mo\u017en\u00e9 kedyko\u013evek vy\u0165a\u017ei\u0165 ak\u00e9ko\u013evek \u00fadaje a analytiku (napr\u00edklad v <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">RegionSoft CRM<\/a><\/noindex> 100+ hotov\u00fdch reportov a navy\u0161e si m\u00f4\u017eete vytvori\u0165 ko\u013eko len chcete vlastn\u00fdch).\u00a0\n<\/li>\n<li>CRM zlep\u0161uje vz\u0165ahy s klientmi. Va\u0161i zamestnanci v\u017edy vedia, kto vol\u00e1 (otvor\u00ed sa kartu spolo\u010dnosti), vidia cel\u00fa hist\u00f3riu z\u00e1kazn\u00edka, v\u010faka pripomienkam a upozorneniam v rozhran\u00ed nezabudn\u00fa na \u017eiaden kontakt, r\u00fdchlo vybavuj\u00fa objedn\u00e1vky, vystavuj\u00fa fakt\u00fary, pripravuj\u00fa bal\u00edk uzatv\u00e1rac\u00edch dokumentov. A to v\u0161etko v jednom rozhran\u00ed \u2014 aspo\u0148 v RegionSoft CRM je to presne takto realizovan\u00e9.\n<\/li>\n<li>CRM registruje a uchov\u00e1va v\u0161etky potrebn\u00e9 inform\u00e1cie pre podnikanie. \u010cas\u0165 inform\u00e1ci\u00ed zamestnanci zad\u00e1vaj\u00fa ru\u010dne, \u010das\u0165 prich\u00e1dza z chatu na webovej str\u00e1nke, formul\u00e1rov \u017eiadosti na webe at\u010f. V\u0161etky inform\u00e1cie s\u00fa ulo\u017een\u00e9 v prepojen\u00fdch tabu\u013ek\u00e1ch a v\u010faka rozdeleniu pr\u00edstupov\u00fdch pr\u00e1v a z\u00e1lohovaniu s\u00fa spo\u013eahlivo chr\u00e1nen\u00e9 pred po\u0161koden\u00edm a z\u00edskan\u00edm \u00fadajov, ktor\u00e9 nezodpovedaj\u00fa pracovn\u00fdm potreb\u00e1m zamestnanca.\n<\/li>\n<li>CRM u\u013eah\u010duje pr\u00e1cu s dokument\u00e1ciou \u2014 najn\u00e1ro\u010dnej\u0161ou a najpr\u00e1cnej\u0161ou \u010das\u0165ou obchodovania. Navy\u0161e, \u00falohy a mikro\u00falohy s\u00favisiace s dokument\u00e1ciou m\u00f4\u017eete prida\u0165 do automatizovan\u00fdch obchodn\u00fdch procesov a v r\u00e1mci nich vytv\u00e1ra\u0165 v\u0161etky potrebn\u00e9 dokumenty v spr\u00e1vnom \u010dase v upratan\u00fdch tla\u010den\u00fdch form\u00e1ch.\n<\/li>\n<li>CRM (okam\u017eite alebo postupne) m\u00f4\u017ee by\u0165 nastaven\u00e1 a upraven\u00e1 pod\u013ea potrieb spolo\u010dnosti, \u013eahko sa \u0161k\u00e1luje spolu s rastom podnikania. Samozrejme, ak ide o vyspel\u00e9 CRM, ktor\u00e9 sa vyv\u00edja nieko\u013eko rokov a nie je roben\u00e9 na kolene, ale s oh\u013eadom na v\u00e1\u017ene \u0161t\u00fadium dopytu a na kvalitnom technologickom stacku. CRM od freelancera Va\u0161ku Ivanova za 30 000 rub\u013eov na to nie je schopn\u00e1 (rovnako ako na v\u0161etko ostatn\u00e9 z tohto zoznamu).\u00a0\n<\/li>\n<\/ul>\n<p><\/p>\n<h2>\u010co CRM nebude schopn\u00e1<\/h2>\n<p><\/p>\n<ul>\n<li>Pred\u00e1va\u0165 za v\u00e1s a va\u0161ich zamestnancov. To nie je umel\u00e1 inteligencia, nie robot (v be\u017enom zmysle tohto slova), nie \u010dlovek, ale len softv\u00e9r, kopa logiky nap\u00edsanej \u010dlovekom pod rozhran\u00edm. A to znamen\u00e1, \u017ee ju treba otvori\u0165 a pracova\u0165 \u2014 vtedy bude v\u00fdsledok na dosah. Fakt zak\u00fapenia a in\u0161tal\u00e1cie softv\u00e9ru neznamen\u00e1 ni\u010d in\u00e9, len fakt zak\u00fapenia a in\u0161tal\u00e1cie \u2014 netreba by\u0165 obdivovate\u013emi kultu cargo.\u00a0\n<\/li>\n<li>Presne z t\u00fdchto d\u00f4vodov CRM nem\u00f4\u017ee nahradi\u0165 \u010dloveka \u2014 len ho urobi\u0165 produkt\u00edvnej\u0161\u00edm a odbremeni\u0165 od rutiny.\n<\/li>\n<li>Preva\u017ene prin\u00e1\u0161a tak\u00fato situ\u00e1ciu. CRM syst\u00e9m (aj v cloude alebo mobiln\u00fd) s\u00e1m o sebe nezverejn\u00ed \u00fadaje va\u0161im konkurentom, nepred\u00e1 z\u00e1kazn\u00edcku datab\u00e1zu a neodvedie klientov. Bezpe\u010dnos\u0165 inform\u00e1ci\u00ed znamen\u00e1 ochranu nie pred technol\u00f3giami, ale pred technol\u00f3giami v ruk\u00e1ch \u010dloveka.\u00a0\n<\/li>\n<\/ul>\n<p><\/p>\n<h2>Vyberte a implementujte<\/h2>\n<p>\nNie raz sme spom\u00ednali zlo\u017eitosti implement\u00e1cie a dokonca <noindex><a rel=\"nofollow\" href=\"http:\/\/bit.ly\/2Ju44Y1\">nakreslili \u0161peci\u00e1lny PDF dokument<\/a><\/noindex>, ktor\u00fd si m\u00f4\u017eete stiahnu\u0165, vytla\u010di\u0165 a realizova\u0165 ako krok za krokom strat\u00e9giu. Av\u0161ak t\u00e1to sch\u00e9ma a samotn\u00fd algoritmus implement\u00e1cie s\u00fa v\u0161eobecne platn\u00e9, ide\u00e1lny scen\u00e1r pre ide\u00e1lnu spolo\u010dnos\u0165 vo v\u00e1kuu. V skuto\u010dnosti existuj\u00fa zlo\u017eitosti implement\u00e1cie a existuj\u00fa aj jednoduch\u00e9 - z\u00e1le\u017e\u00ed to predov\u0161etk\u00fdm na type spolo\u010dnosti: napr\u00edklad implement\u00e1cia CRM syst\u00e9mu v spolo\u010dnosti pred\u00e1vaj\u00facej potrubie s 150 zamestnancami m\u00f4\u017ee by\u0165 jednoduch\u0161ia ako implement\u00e1cia toho ist\u00e9ho syst\u00e9mu v malej firme s 20 zamestnancami, ktor\u00e1 m\u00e1 sklad, vlastn\u00fa v\u00fdrobu, sortiment z 20000 polo\u017eiek a sie\u0165 z\u00e1stupcov. Napriek tomu implement\u00e1cia CRM v malom podnikan\u00ed \u010dasto prebieha dos\u0165 line\u00e1rne a bezprobl\u00e9movo.<\/p>\n<p>Preto, aby ste r\u00fdchlej\u0161ie dosiahli v\u00fdsledky, vyberte CRM, ktor\u00e1 sa v\u00e1m p\u00e1\u010di (v\u00f4bec to nemus\u00ed by\u0165 na\u0161ich alebo niektor\u00e9 zn\u00e1me rie\u0161enia) a za\u010dnite s \u0148ou intenz\u00edvne pracova\u0165.\u00a0<\/p>\n<ul>\n<li>Za\u010dnite postupne: aj ke\u010f si len sami nain\u0161talujete CRM a nepolo\u017e\u00edte dod\u00e1vate\u013eovi ani jednu ot\u00e1zku, u\u017e v prv\u00fd de\u0148 m\u00f4\u017eete za\u010da\u0165 vklada\u0165 \u00fadaje do karty klienta a nomenklat\u00fary do referen\u010dn\u00fdch pr\u00edru\u010diek. To je z\u00e1klad, ktor\u00fd sa nazbiera a uchov\u00e1, pri\u010dom v\u0161etky \"vymo\u017eenosti\" bud\u00fa u\u017e s \u0148ou prepojen\u00e9.\u00a0\n<\/li>\n<li>Vytvorte zoznam zamestnancov\/oddelen\u00ed\/podskup\u00edn, kde je CRM nevyhnutn\u00e1 v prvom rade - pre nich vykonajte \u010do najhlb\u0161ie \u0161kolenie, vykonajte nastavenia a od nich po 2-3 mesiacoch pr\u00e1ce zozbierajte sp\u00e4tn\u00fa v\u00e4zbu, aby ste ju mohli vyu\u017ei\u0165 pri roz\u0161irovan\u00ed projektu na ostatn\u00fdch. Nech s\u00fa to va\u0161i early birds.\n<\/li>\n<li>Nebojte sa - aj ke\u010f vo va\u0161ej spolo\u010dnosti nikto nem\u00e1 technick\u00e9 zru\u010dnosti, nezmiznete, preto\u017ee CRM syst\u00e9m je rovnak\u00fd be\u017en\u00fd softv\u00e9r ako Microsoft Office alebo rozhranie soci\u00e1lnej siete vo va\u0161om ob\u013e\u00fabenom prehliada\u010di, v\u0161etky entity sa po\u010das pr\u00e1ce dobre udr\u017euj\u00fa. A so technick\u00fdmi nastaveniami a probl\u00e9mami v\u00e1m v\u017edy pom\u00f4\u017ee spolo\u010dnos\u0165 vyv\u00edjaj\u00faca CRM syst\u00e9m (v na\u0161om pr\u00edpade to je aj za celkom rozumn\u00fd poplatok).\n<\/li>\n<li>Nese\u010fte na demo verzii alebo bezplatnom bal\u00edku \u2014 okam\u017eite k\u00fapte minim\u00e1lne potrebn\u00fd bal\u00edk licenci\u00ed\/p\u0159ipojen\u00ed. To v\u00e1m poskytne viac z\u00e1ruk a mo\u017enost\u00ed (vr\u00e1tane z\u00e1loh) a zamestnanci pochopia, \u017ee to nie je len \u201e\u0161\u00e9fova rozmar\u201c, ale nov\u00fd pracovn\u00fd rozhranie, s ktor\u00fdm je potrebn\u00e9 za\u010da\u0165 spolupracova\u0165.\u00a0\n<\/li>\n<li>Nep\u00fdtajte sa a nen\u00fa\u0165te svojich zamestnancov vyplni\u0165 pr\u00edli\u0161 ve\u013ea pol\u00ed v CRM \u2014 nastavte len tie, ktor\u00e9 s\u00fa pre v\u00e1s naozaj potrebn\u00e9 a pom\u00f4\u017eu pri operat\u00edvnej pr\u00e1ci. Nech ide o najs\u00fa\u0165a\u017enej\u0161ie inform\u00e1cie potrebn\u00e9 na uzavretie obchodu. Postupne, ako sa vyv\u00edja potenci\u00e1lny klient, sa karta z\u00e1kazn\u00edka napln\u00ed aj in\u00fdmi inform\u00e1ciami.\u00a0\n<\/li>\n<li>Sna\u017ete sa, aby v CRM pracovalo \u010do najviac zamestnancov (nielen obchodn\u00edci, ale aj podpora, logistika, marketing, a skladov\u00fd mana\u017e\u00e9r\u2026). \u010c\u00edm viac zamestnancov bude vklada\u0165 \u00fadaje do CRM a aktualizova\u0165 inform\u00e1cie, t\u00fdm aktu\u00e1lnej\u0161ia, optim\u00e1lnej\u0161ia a v\u00fdhodnej\u0161ia pre v\u00e1s CRM bude.\n<\/li>\n<li>Ak nem\u00e1te pr\u00edli\u0161 ve\u013ea pe\u0148az\u00ed na zavedenie CRM, za\u010dnite pr\u00e1cu s <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/loader.php?src=crm_me_reductions\">ni\u017e\u0161\u00edmi ed\u00edciami<\/a><\/noindex> \/ \u043f\u0430\u043a\u0435\u0442\u043e\u0432 \/ \u0442\u0430\u0440\u0438\u0444\u043e\u0432 \u0438 \u043f\u043e\u0441\u0442\u0435\u043f\u0435\u043d\u043d\u043e \u043d\u0430\u0440\u0430\u0449\u0438\u0432\u0430\u0439\u0442\u0435 \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b\u044c\u043d\u043e\u0441\u0442\u044c. \u041d\u043e \u0435\u0441\u043b\u0438 \u0434\u0435\u043d\u044c\u0433\u0438 \u0435\u0441\u0442\u044c, \u0442\u043e \u043b\u0443\u0447\u0448\u0435 \u0441\u0440\u0430\u0437\u0443 \u043a\u0443\u043f\u0438\u0442\u044c \u00ab\u0442\u043e\u043f\u043e\u0432\u0443\u044e\u00bb \u0434\u043b\u044f \u0432\u0430\u0448\u0435\u0433\u043e \u0443\u0440\u043e\u0432\u043d\u044f \u0432\u0435\u0440\u0441\u0438\u044e, \u0447\u0442\u043e\u0431\u044b \u043d\u0435 \u0437\u0430\u0442\u044f\u0433\u0438\u0432\u0430\u0442\u044c \u043f\u043e\u043b\u043d\u043e\u0446\u0435\u043d\u043d\u044b\u0439 \u0441\u0442\u0430\u0440\u0442 \u0440\u0430\u0431\u043e\u0442\u044b \u0432 \u0441\u0438\u0441\u0442\u0435\u043c\u0435.\u00a0\n<\/li>\n<\/ul>\n<p><\/p>\n<h2>Kedy je CRM naozaj potrebn\u00e1?<\/h2>\n<p>\nSme presved\u010den\u00ed, \u017ee CRM by mala by\u0165 v 99% firiem ak\u00e9hoko\u013evek typu podnikania. Av\u0161ak m\u00f4\u017ee sa sta\u0165, \u017ee pr\u00e1ca akosi ide a zavedenie je mo\u017en\u00e9 z nejak\u00fdch d\u00f4vodov odlo\u017ei\u0165. Existuje v\u0161ak zoznam znakov, ktor\u00e9 jasne nazna\u010duj\u00fa, \u017ee bez CRM to nep\u00f4jde.\u00a0<\/p>\n<ul>\n<li>Va\u0161i zamestnanci sa neust\u00e1le prep\u00ednaj\u00fa medzi nieko\u013ek\u00fdmi pracovn\u00fdmi n\u00e1strojmi: virtu\u00e1lnou pobo\u010dkou, tabu\u013ekami Excel, emailov\u00fdm klientom, syst\u00e9mom na spr\u00e1vu \u00faloh, ktor\u00fd si sami nain\u0161talovali, messengermi a napr\u00edklad 1C. Je im nepr\u00edjemne, preto\u017ee inform\u00e1cie s\u00fa ulo\u017een\u00e9 po \u010dastiach, nie s\u00fa prepojen\u00e9 a tak\u00fdto stav vec\u00ed ned\u00e1va \u0161ancu na pou\u017eitie norm\u00e1lnej analytiky.\n<\/li>\n<li>Predajn\u00fd cyklus je pr\u00edli\u0161 dlh\u00fd, hoci odvetvie s t\u00fdm nepo\u010d\u00edta.\n<\/li>\n<li>Zauj\u00edmav\u00ed klienti sa n\u00e1hle vytr\u00e1caj\u00fa v strede predajnej funnel (ktor\u00fa nem\u00f4\u017eete vidie\u0165, ha!) a odch\u00e1dzaj\u00fa bez vysvetlenia. Mo\u017eno prich\u00e1dzaj\u00fa do kontaktu s va\u0161imi zamestnancami priamo a niekde sa rod\u00ed zna\u010dn\u00e9 riziko pre reput\u00e1ciu.\n<\/li>\n<li>Ve\u013ea \u010dasu sa str\u00e1ca na zhroma\u017e\u010fovanie a usporiadanie d\u00e1t, mus\u00edte kop\u00edrova\u0165 a pres\u00fava\u0165 mno\u017estvo tabuliek, inform\u00e1cie sa str\u00e1caj\u00fa.\n<\/li>\n<li>Mana\u017e\u00e9ri \"nepoznaj\u00fa\" klientov, preto\u017ee nevedia, s k\u00fdm komunikuj\u00fa, v\u0161etko z\u00e1vis\u00ed na osobn\u00fdch v\u00e4zb\u00e1ch a kontaktoch ulo\u017een\u00fdch v mobiln\u00fdch telefonoch predajcov. Ak klient nie je pre predajcov zauj\u00edmav\u00fd, odpadne.\n<\/li>\n<li>Neviete ni\u010d o predajn\u00fdch profiloch a o efekt\u00edvnosti ka\u017ed\u00e9ho jednotliv\u00e9ho mana\u017e\u00e9ra, a mana\u017e\u00e9ri nepo\u010duli o prioritiz\u00e1cii obchodov a domnievaj\u00fa sa, \u017ee prioritu m\u00e1 ten, kto ve\u013ea plat\u00ed \/ hlu\u010dne kri\u010d\u00ed \/ s\u0165a\u017euje sa v Haagu a \u0160trasburgu, a nie ten, kto je ochotn\u00fd stabilne uzatv\u00e1ra\u0165 mal\u00e9 obchody a nie ten, kto chce z\u013eavu na obrovsk\u00e9 dod\u00e1vky.\n<\/li>\n<li>Va\u0161e obchodn\u00e9 procesy nevedia, \u010do znamen\u00e1 \"obchodn\u00e9 procesy\" a sk\u00f4r pripom\u00ednaj\u00fa paralyzovan\u00fa gu\u013eu nervov.\u00a0\n<\/li>\n<li>Mana\u017e\u00e9ri bojuj\u00fa o klientov, preberaj\u00fa si ich jeden od druh\u00e9ho a spr\u00e1vaj\u00fa sa sk\u00f4r ako \u0161pi\u00f3ni na prechode, ne\u017e ako \u013eudia, ktor\u00ed by mali prin\u00e1\u0161a\u0165 v\u00e4\u010d\u0161inu pr\u00edjmu.\u00a0\n<\/li>\n<\/ul>\n<p>\nV t\u00fdchto pr\u00edpadoch je CRM syst\u00e9m aj z\u00e1chrann\u00e1 slu\u017eba, aj intenz\u00edvna terapia. V ostatn\u00fdch pr\u00edpadoch je to doporu\u010denie pre \u00faspe\u0161n\u00fd a spr\u00e1vny rozvoj spolo\u010dnosti.<\/p>\n<p>Niekedy d\u00e1vno sa mi p\u00e1\u010dilo ur\u010denie, ktor\u00e9 hodnotilo dobr\u00e9 CRM syst\u00e9my ako ni\u010d in\u00e9 ne\u017e digit\u00e1lny obal predaja. Dnes je to digit\u00e1lny obal cel\u00e9ho podnikania, preto\u017ee <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">modern\u00e9 univerz\u00e1lne CRM syst\u00e9my<\/a><\/noindex> zoh\u013ead\u0148uj\u00fa v\u00e4\u010d\u0161inu interakci\u00ed v spolo\u010dnosti. A defin\u00edcia zl\u00e9ho CRM zost\u00e1va nezmenen\u00e1: zl\u00e9 CRM je syst\u00e9m, ktor\u00fd vytv\u00e1ra viac probl\u00e9mov, ne\u017e rie\u0161i.<\/p>\n<p>V skratke, sme za v\u0161etko dobr\u00e9. A vy?<\/p>\n<blockquote>\n<h4>Na\u0161e rie\u0161enia pre podnikanie<\/h4>\n<p><\/p>\n<ul>\n<li><noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\"><b>RegionSoft CRM<\/b> <\/a><\/noindex>\u2014 v\u00fdkonn\u00fa univerz\u00e1lnu CRM v 6 ed\u00edci\u00e1ch pre mal\u00e9 a stredn\u00e9 podnikanie\n<\/li>\n<li><noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\"><b>ZEDLine Podpora<\/b> <\/a><\/noindex>\u2014 jednoduch\u00fd a pohodln\u00fd cloudov\u00fd ticketov\u00fd syst\u00e9m a mini-CRM s okam\u017eit\u00fdm spusten\u00edm pr\u00e1ce\n<\/li>\n<li><noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/loader.php?src=crm_me\"><b>RegionSoft CRM Media<\/b><\/a><\/noindex> \u2014 siln\u00e1 CRM pre medi\u00e1lne a reklamn\u00e9 holdingy a prev\u00e1dzkovate\u013eov vonkaj\u0161ej reklamy; skuto\u010dn\u00e9 odvetvov\u00e9 rie\u0161enie s medi\u00e1lnym pl\u00e1novan\u00edm a \u010fal\u0161\u00edmi funkciami.\n<\/li>\n<\/ul>\n<\/blockquote>\n<p>Zdroj: <a content=\"nofollow\" rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/488856\/\">habr.com<\/a> <\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"<p>\u041f\u043e\u043c\u043d\u0438\u0442\u0435 \u0441\u0442\u0430\u0440\u044b\u0439 \u043c\u0443\u043b\u044c\u0442\u0444\u0438\u043b\u044c\u043c \u043f\u0440\u043e \u0431\u0435\u0433\u0435\u043c\u043e\u0442\u0430, \u043a\u043e\u0442\u043e\u0440\u044b\u0439 \u0443\u0436\u0430\u0441\u043d\u043e \u0431\u043e\u044f\u043b\u0441\u044f \u043f\u0440\u0438\u0432\u0438\u0432\u043e\u043a \u0438 \u0432 \u0438\u0442\u043e\u0433\u0435 \u0437\u0430\u0431\u043e\u043b\u0435\u043b \u0438\u043d\u0444\u0435\u043a\u0446\u0438\u043e\u043d\u043d\u043e\u0439 \u0436\u0435\u043b\u0442\u0443\u0445\u043e\u0439? \u041e\u0442\u043b\u0438\u0447\u043d\u044b\u0439 \u0438 \u043f\u043e\u0443\u0447\u0438\u0442\u0435\u043b\u044c\u043d\u044b\u0439 \u043c\u0443\u043b\u044c\u0442\u0438\u043a \u0434\u043b\u044f \u0434\u0435\u0442\u0435\u0439, \u0431\u043e\u044f\u0449\u0438\u0445\u0441\u044f \u043e\u0434\u043d\u043e\u0433\u043e \u0443\u043a\u043e\u043b\u0430, \u043e\u0441\u0442\u0430\u0432\u0438\u043b \u0437\u0430 \u043a\u0430\u0434\u0440\u043e\u043c \u0433\u043b\u0430\u0432\u043d\u0443\u044e \u043f\u0440\u0430\u0432\u0434\u0443: \u0432 \u0431\u043e\u043b\u044c\u043d\u0438\u0446\u0435 \u0443 \u043f\u0430\u0446\u0438\u0435\u043d\u0442\u0430 \u0441 \u0436\u0435\u043b\u0442\u0443\u0445\u043e\u0439 \u043d\u0430\u0447\u0438\u043d\u0430\u0435\u0442\u0441\u044f \u043d\u0430\u0441\u0442\u043e\u044f\u0449\u0430\u044f \u043a\u0430\u0440\u0443\u0441\u0435\u043b\u044c \u0438\u043d\u044a\u0435\u043a\u0446\u0438\u0439, \u0438 \u0432\u043d\u0443\u0442\u0440\u0438\u0432\u0435\u043d\u043d\u044b\u0445 \u0441\u0442\u0440\u0443\u0439\u043d\u044b\u0445, \u0438 \u0432\u043d\u0443\u0442\u0440\u0438\u0432\u0435\u043d\u043d\u044b\u0445 \u043a\u0430\u043f\u0435\u043b\u044c\u043d\u044b\u0445, \u0438 \u0432\u043d\u0443\u0442\u0440\u0438\u043c\u044b\u0448\u0435\u0447\u043d\u044b\u0445. \u0422\u043e \u0435\u0441\u0442\u044c \u043f\u043e \u0441\u0443\u0442\u0438 \u043d\u0430\u0448 \u0431\u043e\u043b\u044c\u0448\u043e\u0439 \u0431\u0435\u0433\u0435\u043c\u043e\u0442 \u0438\u0437\u0431\u0435\u0436\u0430\u043b [&hellip;]<\/p>\n","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"author":1,"featured_media":69475,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[688],"tags":[],"class_list":["post-69474","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-administrirovanie"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.4 - 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