{"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\/sl\/blog\/administrirovanie\/crm-s-chelovecheskim-litsom","title":{"rendered":"CRM s \u010dlove\u0161kim obrazom","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p>\u201eVna\u0161amo CRM? No ja, zdaj smo pod pokrovom, zdaj le \u0161e nadzor in poro\u010dila,\u201c - pribli\u017eno tako razmi\u0161ljajo ve\u010dina zaposlenih v podjetjih, ko sli\u0161ijo, da se bo kmalu delo preselilo v CRM. \u0160teje se, da je CRM program samo za vodjo in izklju\u010dno za njegove interese. To ni res. Pomislite, kako pogosto:<\/p>\n<ul>\n<li>ste pozabili opraviti nalogo ali se vrniti k delu\n<\/li>\n<li>ste pozabili poklicati stranko ali poslati informacije sodelavcu\n<\/li>\n<li>ste znova zbirali potrebne podatke za delo\n<\/li>\n<li>ste prosili sodelavce za podatke in jih \u010dakali tri dni\n<\/li>\n<li>ste iskali odgovorno osebo za zamudo pri delu\n<\/li>\n<li>ste se obra\u010dali na sodelavce ali \u0161efa, a so vas zavrnili zaradi njihove zasedenosti.<\/li>\n<\/ul>\n<p>\n\u010ce se je to kdaj zgodilo, berite naprej, organizacija dela ni samo branje knjig o procrastinaciji in upravljanju s \u010dasom, temve\u010d tudi odli\u010dno orodje v rokah. In \u010de se to nikoli ni zgodilo - torej, kdo ste?!<\/p>\n<p><noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/regionsoft\/blog\/476310\/\"><img decoding=\"async\" alt=\"CRM s \u010dlove\u0161kim obrazom\" 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 \/>\nPo podatkih Insight Managing Consulting 64 % uspeha uvajanja CRM-je odvisno od podpore zaposlenih v organizaciji. 42 % te\u017eav s CRM-jem izhaja tudi iz zaposlenih. In veste, nismo presene\u010deni nad to statistiko. Ni to, da smo v 13 letih razvoja in uvajanja <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\"><b>RegionSoft CRM<\/b><\/a><\/noindex> videli vse, ampak poznamo tri glavne razloge, zakaj je CRM sistem in zaposleni v podjetju na nasprotnih straneh \u201efronta\u201c.<\/p>\n<ol>\n<li>CRM se obravnava le kot tehnolo\u0161ka re\u0161itev. Po mnenju mnogih uporabnikov je to le program, ki naj bi nekaj po\u010del in ki jemlje \u010das za izpolnjevanje podatkov. V resnici pa je CRM sistem predvsem ljudje, ki ga uporabljajo in uporabljajo kot orodje. \u010ce na mizo postavite \u017eago (tudi vklopljeno), ne bo naredila ni\u010desar, le porabila bo elektriko. \u010ce pa jo date v roke mojstru, dobite \u010dudovit izdelek iz rezbarenja. Enako velja za pametnega managerja, ki bo iz CRM-ja iztisnil vse za maksimalni dobi\u010dek, leni prodajalec pa bo le pokvaril bazo s nekorektnimi podatki.\n<\/li>\n<li>CRM \u2014 programska za prodajo. Nekdaj je bilo tako, zdaj pa takih re\u0161itev skorajda ni ve\u010d, minimalne \"zapolnjujejo\" naloge prodaje in marketinga, napredne univerzalne pa \u2014 tako prodaje kot marketinga, proizvodnje, skladi\u0161\u010denja in \u0161e ve\u010d. CRM danes \u2014 to je korporativni ekosistem, ki poenostavi delo skoraj vsakega zaposlenega, skraj\u0161a neposredno komunikacijo in poenostavi ve\u010dino procesov. Toda za to je potrebno razmisliti, se potruditi in preoblikovati procese. La\u017eje je re\u010di, da \"ni\u010d ne deluje, zaman smo namestili\".\u00a0\n<\/li>\n<li>CRM \u2014 program za \u0161efa, s pomo\u010djo katerega bo uveljavljal nadzor in \u0161iril drakonske ukrepe na vsakogar. To je la\u017e: ve\u010dina CRM-jev nima funkcij fizi\u010dnega in informacijskega nadzora, kot so nadzor vnosa, \u010dasovni sledilec dela po minutah, nadzor neaktivnosti zaposlenih ali zapis zgodovine obiska spletnih strani. Vse nadzorovanje poteka na isti ravni kot brez CRM: poro\u010dila, bele\u017eenje dejanj znotraj sistema, KPI itd.\n<\/li>\n<\/ol>\n<p>\nTe tri zmote mo\u010dno \"ohlajajo\" zanimanje ruskih podjetnikov za CRM, oblikujejo \u010dudne mite na praznem mestu in pogosto postanejo vzrok za opustitev uvajanja.\u00a0<\/p>\n<p>Seveda ni tako. CRM je predvsem potrebna zaposlenim. Bolj \u0161e, zelo jim pomaga.<\/p>\n<blockquote><p><b>Pet vrstic ogla\u0161evanja<\/b><\/p>\n<p>Smo proti nadzoru \u010dasa in vsemu vrstnemu sledilcem na delu \u2014 smo za udobne delovne pripomo\u010dke za zaposlene. Na\u0161 <b>nov<\/b> <noindex><a rel=\"nofollow\" href=\"https:\/\/www.zedline.ru\/\"><b>obla\u010dni helpdesk ZEDLine Support<\/b><\/a><\/noindex>\u00a0 \u2014 koristna programska oprema za vse slu\u017ebe pomo\u010di, notranje in zunanje. Ustvarjanje lastnega portala traja le 5 minut, za\u010detna nastavitev pa 10-15 minut. Pridru\u017eite se! In komu je potrebna CRM, je tukaj \u2014 <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">RegionSoft CRM<\/a><\/noindex>.<\/p><\/blockquote>\n<h2>CRM \u2014 prijatelj zaposlenega podjetja<\/h2>\n<p><\/p>\n<h4>S strankami \u2014 la\u017eje<\/h4>\n<p>\nNajpomembnej\u0161a stvar pri CRM je delo s strankami, v vseh aspektih: tehni\u010dnem, komercialnem. To je priro\u010dno, pregledno, informativno, la\u017eje kot brez kakr\u0161ne koli avtomatizacije. Ko ima zaposleni CRM kot sredi\u0161\u010de znanja in aktualnih informacij o stranki, je veliko la\u017eje delovati kot zaupanja vredno podjetje, ki ceni, si zapomni in ima rada vsako stranko.<\/p>\n<p>Lahko navedemo primer, temelje\u010d na na\u0161em lastnem izkustvu. Pogosto v na\u0161em uradu zazvonijo telefoni, ko ljudje re\u010dejo: \u201eS sodelovanjem smo za\u010deli pred 5 ali 7 leti, a zagotovo se ne spomnite\u2026\u201d. Odgovorijo jim: \u201eKako se ne bi spomnili, Dmitrij Sergejevi\u010d, imamo vendar CRM sistem, lahko vam celo povem, kdaj in katere izdelke ste iskali, kolikokrat smo se pogovarjali po telefonu in o katerih temah\u2026 Res pa je, da zaposlenega, ki vas je takrat spremljal, pri nas ni \u017ee 3 leta\u2026 \ud83d\ude42 In to so le za\u010detne, osnovne mo\u017enosti CRM.<\/p>\n<p><img decoding=\"async\" alt=\"CRM s \u010dlove\u0161kim obrazom\" src=\"\/wp-content\/uploads\/2019\/11\/064c9c6eb0518c335eb33f7d33181b29.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Kartica stranke v <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">RegionSoft CRM<\/a><\/noindex>. Zgornji blok - vse informacije o stranki, ki jih lahko teoreti\u010dno vnesete in kopi\u010dite. Spodnji blok - operativne dejavnosti, rutina in interakcije s stranko. \u010ce izpolnite vse, bo to skoraj najbolj\u0161a poslovna skrivnost \ud83d\ude09<\/i><\/p>\n<h4>Brez zamud in napak<\/h4>\n<p>\nZmanj\u0161ujejo se ugledni tveganji podjetja in izgine strah zaposlenega, da bi bil kriv za te\u017eave z ugledom. \u010ce vodja izpusti sestanek ali pozabi na klic, to deluje kot nekompetentnost podjetja, brez zanimanja za posel. Kaj bi lahko bilo slab\u0161e? CRM zagotavlja spo\u0161tovanje rokov, preglednost obremenitve zaposlenih, samodejno po\u0161ilja opomnike, zato zamuditi dogodek postane povsem nemogo\u010de.\u00a0<\/p>\n<p>Poleg tega korporativni koledarji in na\u010drtovalci omogo\u010dajo vpogled v obremenitev potrebnega kolega in spo\u0161tovanje njegovega \u010dasa ali pa zahtevanje dela njegovega prostega \u010dasa - taka komunikacija zmanj\u0161uje konflikte, vendar ne formalizira odnosov, ker smo vsi navajeni na koledarje in vti\u010dnike tudi v osebnem \u017eivljenju, ti se ne povezujejo z strogo delovno naravo.<\/p>\n<p><img decoding=\"async\" alt=\"CRM s \u010dlove\u0161kim obrazom\" src=\"\/wp-content\/uploads\/2019\/11\/1228214fdc2c5ef623a1441e85544877.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Na namizju CRM se prikazujejo teko\u010de naloge (imenujemo jih splo\u0161ne, ker niso vezane na dolo\u010dene datume), ter zna\u010dke na traku Asistent - \u0161tevilke, ki vam povejo, kam morate iti v vmesniku in s \u010dim se morate ukvarjati. Poleg tega so na voljo tudi pojavna obvestila, SMS in e-po\u0161tna obvestila. Poskusi pozabiti!<\/i><\/p>\n<h4>Hitrost delovanja<\/h4>\n<p>\nSignificantly increases work speed. At first glance, it might seem that entering data into a CRM system increases the time spent on operational tasks. This is a logical trick used by CRM opponents for their selfish purposes. In reality, it works differently: all the necessary client information is entered once, which subsequently saves a lot of time: initial data is generated based on pre-prepared templates in just a few seconds, incoming and outgoing calls are registered and can be listened to directly from the client\u2019s card, corporate email is organized and distributed among contacts and clients (at least in RegionSoft CRM, that's how it works).\u00a0<\/p>\n<p>However, the main advantage of speeding up work with CRM lies not just in operational routine but in the fact that after mastering the CRM system, productivity increases and the sales process lifecycle is shortened overall, which provides room for revenue growth. Indirectly, this influences salary increases or the formation of bonuses.<\/p>\n<h4>KPI<\/h4>\n<p>\nIf you set up an adequate set of KPIs that are measurable and genuinely depend on the employee's efforts, a CRM with an integrated KPI calculation system will become an excellent motivator for the employee, as they will constantly see progress bars for achieving target indicators and can redistribute their efforts to \"max out\" their performance and receive deserved bonuses. Thus, you will gain a mechanism to monitor the achievement of target indicators, both general and for each department\/employee, while the employee can automate their work and be more effective.<\/p>\n<p><img decoding=\"async\" alt=\"CRM s \u010dlove\u0161kim obrazom\" src=\"\/wp-content\/uploads\/2019\/11\/64edc48c09cbc9b4937b3db534527aca.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Our favorite KPI monitor in <noindex><a rel=\"nofollow\" href=\"https:\/\/www.regionsoft.ru\/\">RegionSoft CRM<\/a><\/noindex> \u2014 all target indicators are right in front of you. The indicators themselves can be configured, and their number is limited only by reasonable boundaries.<\/i><\/p>\n<h4>Teamwork without fear and blame<\/h4>\n<p>\nCRM sistem je oblik timskog rada. Ova njena sposobnost proizlazi iz softverske arhitekture: jedinstvena baza podataka opskrbljuje informacijama korisni\u010dko su\u010delje prodava\u010da, podr\u0161ke, marketin\u0161kog stru\u010dnjaka, skladi\u0161tara itd. Sada marketin\u0161kom stru\u010dnjaku ili voditelju nije potrebno pitati koji je proizvod imao najlo\u0161ije prodaje, a koji je zara\u017een u skladi\u0161tu \u2013 mogu dobiti pristup potrebnim komercijalnim informacijama i donijeti zaklju\u010dke, postaviti planove. Rad cijelog tima fokusiran je na odr\u017eavanje a\u017euriranih informacija.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"CRM s \u010dlove\u0161kim obrazom\" src=\"\/wp-content\/uploads\/2019\/11\/b02291268f6923abaec32c6558279725.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Grupni planera \u2013 prakti\u010dki Ganttov dijagram, vidljivi su odgovorni, stupanj izvr\u0161enja, rokovi itd.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"CRM s \u010dlove\u0161kim obrazom\" src=\"\/wp-content\/uploads\/2019\/11\/7dab95648b901d4398f1ee71847b40cb.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\nSveobuhvatni tromjese\u010dni plan \u2013 pregled zaposlenosti cijelog tima za tri tjedna unaprijed<\/p>\n<p><img decoding=\"async\" alt=\"CRM s \u010dlove\u0161kim obrazom\" src=\"\/wp-content\/uploads\/2019\/11\/29415e8d2b5841397f2845ef2b19cb62.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\nVizualni plan dana za pojedinog zaposlenika, mo\u017ee se prelaziti izravno iz planera<\/i><\/p>\n<p>Zaposlenici koriste jedinstveno okru\u017eenje CRM sustava za razmjenu informacija, delegiranje zadataka i zajedni\u010dki rad na projektima, tako da unutarnji odnosi postaju produktivni. Napori tima objedinjeni su unutar CRM-a kao sredstva upravljanja odnosima s klijentima, a takav pristup daje sinergijski u\u010dinak koji nije mogu\u0107e posti\u0107i u okviru standardnih sastanaka, upita i rasprava.<\/p>\n<h4>Odgovorni se ne gube<\/h4>\n<p>\nMo\u017eda je najneugodnije u timskom radu tra\u017eiti krivce za zastoj ili ka\u0161njenje u bilo kojem poslovnom procesu. Zaposlenici po\u010dinju prebacivati krivnju jedni na druge, poku\u0161avaju se izvu\u0107i i optu\u017eiti druge, zamastiti proces do kolektivne odgovornosti. CRM se bori i s tom nevoljom: poslovni procesi s vizualnim konstruktorem, punim dokumentiranjem kretanja kroz faze, kontrolom normativnih rokova izvr\u0161enja, interaktivnim parametrima rje\u0161avaju problem odgovornosti zaposlenika i transparentnosti rada u korijenu. Proces je dokumentiran i uvijek se mo\u017ee pogledati na kome je do\u0161lo do zastoja ili prekida.\u00a0<\/p>\n<p>Zato se ne treba bojati poslovnih procesa \u010dak ni u malim tvrtkama \u2013 oni \u0107e posvuda biti korisni i zna\u010dajno utjecati na red u firmi.\u00a0<\/p>\n<p><img decoding=\"async\" alt=\"CRM s \u010dlove\u0161kim obrazom\" src=\"\/wp-content\/uploads\/2019\/11\/a2b1b4e013ed550ece1ffcd777fe78e8.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<i>Poslovni proces u RegionSoft CRM-u \u2013 lako se konstruira, lako se upravlja<\/i><\/p>\n<h4>Tvrtko, daj mi da vodim<\/h4>\n<p>\nCRM omogo\u010da vsakemu zaposlenemu, da se po\u010duti kot vodja v poslovnem procesu: ve\u010d znanja imate, ve\u010d mo\u010di in mo\u017enosti imate. Aktualni podatki, zbrani in obdelani v sodobni CRM, pomagajo re\u0161evati te\u017eave strank u\u010dinkovito, na primer, vpogled v zgodovino odnosov, vrnitev k problemati\u010dnim vpra\u0161anjem ter ocenjevanje strank ne le v kontekstu trenutne transakcije, ampak tudi skozi prizmo zgodovine interakcij. Na videz je to zelo impresivno in privla\u010dno. To vam povem kot stranka \u2013 enostavno lahko prepoznam podjetje, ki ima dobro CRM, po komunikaciji z njihovimi mened\u017eerji \ud83d\ude42 In seveda, ta mo\u017enost \u201evoditi\u201c zelo motivira.\u00a0<\/p>\n<h4>U\u010dinkovit na\u010din dela<\/h4>\n<p>\nVsak spretni vodja, ki dela s CRM, postane malo znanstvenik in eksperimentator. Programska oprema pomaga slediti procesu prodaje, pridobivati in analizirati podatke o poslih, na podlagi katerih lahko oblikujete svoj inovativni slog komunikacije s strankami. Tako lahko izpostavite najbolj produktivne modele obna\u0161anja in z njihovo uporabo pove\u010date rezultate.<\/p>\n<h4>Zamenjava na terenu<\/h4>\n<p>\nV primeru odsotnosti ali odhoda zaposlenega, prehod nalog k drugemu kolegu poteka hitro, skupaj s podelitvijo dostopa do CRM. To ob\u010dutno zmanj\u0161uje tveganja v primeru \u201eneza\u017eelenega\u201c odhoda, bojkota zaposlenega itd. Ker lahko superadministrator zlahka prenese pravice, se negativni procesi v kolektivu omejijo in odidejo v medosebno podro\u010dje, ne da bi vplivali na delo.<\/p>\n<p>Vpeljava CRM je vedno povezana z velikimi pri\u010dakovanji. Vodje, pa tudi zaposleni, upajo, da bo CRM sistem pove\u010dal produktivnost, pove\u010dal prodajo, poenostavil nakupe, prihranil denar. Vse je prav, vsaka sprememba mora biti podprta s pri\u010dakovanji. Le da ne smemo pri\u010dakovati od CRM, ampak od ljudi, ki bodo delali z njim. \u0160e bolje, ne pri\u010dakovati, ampak uvajati in delati. Takrat bo CRM sistem veliko bolj\u0161i kot sre\u010dna podkev. Katero, mimogrede, je tudi bolje pribiti na kopito in orati \u2013 takrat bodo sre\u010da in denar! \ud83d\ude42<br \/>\n<br \/>Izvor: <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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