Mhoro, Habr! Musi waApril 22 wegore rino, ndakanyora chinyorwa paHabr nezve discounts paCRM masisitimu. Ipapo zvakaratidzika kwandiri kuti mutengo ndiwo wakanyanya kukosha chiyero chekusarudza, uye ini ndaigona kusarudza zviri nyore zvimwe zvese nehuropi hwangu uye ruzivo senge system maneja. Sabhuku vaitarisira mashura anokurumidza kubva kwandiri, vashandi vakagara vasina basa uye vachishanda pamba, Covid aitsvaira nyika, ndakasarudza system yezviroto. Nhasi ndiNyamavhuvhu 25, uye sisitimu haisati yasarudzwa, kunyangwe izvo zvinofarirwa zvakaonekwa. Vaviri vatinoshanda navo neni takapfuura nepakati pemharidzo gumi nemaviri, kuburikidza nema megabytes emaemail, chats uye izwi traffic. Uye ndakangoerekana ndasvika pamhedzisiro inonakidza: CRM haipo. Hapana. Ndizvozvo, shamwari. Uye iyi haisi nyaya yekudzvanya, iyi yekutarisa yekuongorora.
Tarisa maoko ako
ΠΠΎΠΉ, iyo yakanyorwa muna April, asi inoratidzika seyazuro.
Gehena rebasa, kubva kumba chete, kuzviparadzanisa nevamwe kwakandipa imwe nguva yekuwedzera - asi kwete nekuti ini handishande zvakakwana, asi nekuti ini handina kumira munzira kwemaawa angangoita matatu. Pakanga pasina mubvunzo wezvekuita - ndakaramba ndichiyedza masisitimu eCRM nekushingirira kwemanic, nekuti mukuru wangu anoda kubuda mudambudziko otomatiki kumeno uye kushanda neimwe nzira. Ini, hongu, ndinogovera zvaanoshuvira, asi kuchera kuburikidza neakawanda ezvirongwa zvinongonakidza. Naizvozvo, kuti ndisiyanise hupenyu hwangu, ndakafunga kuenda kusarudzo kubva kumativi asina kujeka uye nguva nenguva kunyora nezve zvakaonekwa pano paHabr.
Sezvo rondedzero yeCRM yandakadzidza yachinja, ini ndichawedzera nekuvandudza pepa rangu remagamba. Asi iyo CRM haisati yasarudzwa uye zvese zvinyorwa hazvireve chinhu - ese mapfumbamwe akanaka, ese akaitwa zvakanaka.
- - yakadonhedzwa kubva mupfupi runyorwa nekuda kwemutengo wakakwira uye kudiwa kwekutenga akati wandei ekubatanidza nekuda kweRussia accounting
- - yakadonha kubva mupfupi runyorwa nekuda kwemutengo wakawandisa uye kukosha kwekutenga imwe vhezheni kune akati wandei mabasa
- - pane pfupiso
- - pane pfupiso
- - pane pfupiso
- - pane pfupiso
- - yakadonha kubva papfupi nekuda kwekuita zvine mwero uye mamwe maitiro ehunyanzvi andisingade
- - yakadonha kubva mupfupi runyorwa nekuti yakarasikirwa nevakwikwidzi kubva kune yayo "ligi pasi pebapiro re1C"
- - pane pfupiso
Pave paine mamwe maCRM ipapo kubva ipapo, asi iwo kazhinji ... zvakanaka ... haana kushanda zvachose, angove asina kujeka mhinduro dzakarasikirwa nekukwezva kwayo pakuongorora kwekutanga + 2 mhinduro dzakatorwa kunze kwenyika dzakadonha nekuda kwenzvimbo yenzvimbo. Asi kana iwe uchifunga kuti 5 masisitimu ari pane pfupiso anoita hupenyu chidimbu chekeke, saka iwe uri kukanganisa - ini ndinotoziva kuti marwadzo esarudzo acharamba achienderera mberi, nekuti kune vakawanda uye vanodiwa uye ini, nekuona kuti vanyoreri ava. vanogona kuita zvakawanda, vakafunga kuenda kuburikidza neaviri mamwe marounds enhaurirano.
Saka, maonero angu matsva: CRM muRussia ... kwete! Zvichienderana netsanangudzo yakasimba yeCRM system, ivo havapo pane yangu runyorwa.
Muzhinji, ini ndiri kuita zvishoma dingenuous ikozvino: hapana imwe yemhinduro dzakasarudzwa inogona kunzi ERP, CRM, kana BPM. Aya ndiwo mhinduro dzepasirese dzine huwandu hukuru hwekugona.
Muchidimbu, kune musoro.
CRM mufananidzo mune vacuum
Chii chinonzi CRM?
Ngatitore tsananguro kubva kuWikipedia: mutengi hukama manejimendi system (CRM, CRM-system, pfupiso yechirungu. Customer Relationship Management) - application software yemasangano akagadzirirwa otomatiki mazano ekudyidzana nevatengi (vatengi), kunyanya kuwedzera kutengesa, optimize kushambadzira uye kuvandudza basa revatengi nekuchengetedza ruzivo nezvevatengi uye nhoroondo yehukama navo, kumisikidza nekuvandudza maitiro ebhizinesi uye nekutevera kuongororwa kwemhedzisiro.
Kureva kuti, akati wandei akajairika maficha eCRM system anogona kuzivikanwa.
- Inoita otomatiki zano - ndiko kuti, inotsiva mamwe emaitiro echinyakare nemagadzirirwo emuchina zviito uye inopa machinjiro ebasa rinokurumidza uye rinoita basa mukati mese kutenderera kwekushanda nevatengi.
- Yakanangana nekutengesa, kushambadzira uye kutsigirwa - CRM inoshanda nezvose zvikamu zvebhizinesi rekambani zviitiko. Zvakakosha kuti madhipatimendi ese ari matatu awane ruzivo muCRM.
- Iyo inochengetedza ruzivo rwakaunganidzirwa - iyo DBMS inounganidza, inogadzirisa uye inochengeta ruzivo nezve kutengeserana, vatengi, zviitiko zvakakosha, nezvimwe.
- Iyo ine chinangwa chekuongorora mhedzisiro - nekuda kwekuunganidzwa uye kuchengetwa kweruzivo, iyo CRM system inopa ongororo mabasa.
Wow, unoona kungwara kwandakaita zvese - zvese nekuti ndakateerera kune gumi nemaviri nehafu CRM mharidzo, ndikaverenga hafu yeInternet uye ndakanyura mumusoro wenyaya. Ese emhinduro dzakarongwa ane aya maficha, asi mune mazhinji acho ichi chingori chikamu chidiki chese basa.
Maonero andakaita CRM ndisati ndachera mumusoro
Mukambani yangu, vanhu vanotengesa uye maneja vanonyanya kungoita maererano nesoftware - ichi hachisi chinhu chine humambo. Naizvozvo, zvatinoda zviri pakati nepakati: ndakavarova kubva mazviri nechisimba. Asi ini nashefu wangu takaona zvakajeka: mutengi akauya, akapinzwa muCRM, ipapo CRM yakafona, yakanamatira magwaro kumwe kunhu, akatarisa kuti mangani matanho aakapinda, ndokuvhara dhiri. Vakabva vazvitora, vakaongorora nhanho, kuti ndiani aifanira kupihwa mubairo, ndiani aifanira kutukwa, nzira yacho yakagadziridzwa, hurray. Kwatiri, CRM yaive nzira yekutengesa.
Maonero andinoita CRM mushure memwedzi ingangoita 5 yebasa rekuongorora
Zvichida, dai ndakatanga neamoCRM, ndingadai ndisina kumboziva zviri kuitika nemusika weCRM, nokuti inongoenderana nemafungiro angu. Ini ndaizozvitenga, ipapo marezinesi e "Warehouse Yangu", kozoita mamwe mashoma ekuwedzera uye ndozviona senge ndiri imwe mhando yeautomator. Zvakare, ivo vasingamire kufona vanobatana neino system havakubvumidze iwe kufunga nezve dzimwe mhinduro.
Asi zvakazoitika kuti ndakatanga uye chisarudzo ichi, pasinei nematambudziko nemitengo, yakagadzirisa zvishoma zvakasiyana, kana kuti, yakabereka pfungwa yekutanga: "Ko kana ndisingadi kutenga purogiramu yekuchengetera zvakare?" Uye ndakawana zvigadziriso neimba yekuchengetera zvinhu "pabhodhi", yakawanda sechina! Uyezve, mushure mekuteerera mharidzo dzemamwe maCRM, ndakagara kumashure kwandaishanda naye, ndakaona kuti maCRM emazuva ano masystem anoshanda akawanda anogona kuita zvakawanda. Asi ... ndiyo CRM? Ko hyper-automation ichashanda kune bhizinesi rakanga rakamirira kutengesa otomatiki, asi rikawana zvese kamwechete? Rudzi urwu rweotomatiki runodiwa here? Musoro wangu uzere nepfungwa - handisati ndambofunga zvakanyanya nezve software muhupenyu hwangu hwese se admin uye maneja!
Kana paine chero chinhu, ini ndinosarudza CRM kwete yechero mubatanidzwa, asi yekambani diki iri kuita zvekutengesa zvekutengesa zvinhu zvinofinha muB2B. Isu tine gumi nenomwe chete, asi munhu wese anoda CRM - nekuda kwezvikonzero zvakasiyana. Saka sei ndiri kuchera kwenguva yakareba kudai? Ndinobvuma, pachangu ini: ndinoda kuwana mhinduro chaiyo pamutengo unonzwisisika uye nekushomeka kwekugadzirisa. Muroti!
Aya ndiwo maCRM - kwete maCRM andakasimbisa.
Zvakawanda seBPM ine CRM maficha
Kazhinji, ndakaedza kudzivirira mhinduro neBPM pabhodhi, kunyanya muBPMN notation. Chekutanga, ini handisi kunyatsoona kuti tingavaka sei mabhizinesi maitiro mukambani, uye chechipiri, vashandi vangu vakaita seizvi: ini, sahwira uye mhomho yedhipatimendi rekutengesa uye vanhu vekutengesa vasiri BPMN chete, Excel, senge. moto, kutya. Nekudaro, panguva yekuyedzwa kweCRM (uye pakanga patove gumi nenomwe, vamwe vakangodonha parunhare rwekutanga) ndakaona kuti panofanirwa kuve nematanho muCRM system (kwete CRM?) nekuti inorerutsa zvakanyanya hupenyu hwemaneja: fungidzira, iwe unonyatsoziva , chii chinofanira kuitwa, ndiani anofanira kuzviita uye rini, izvi zvose zvakanyorwa pasi, zvinoyeuchidza uye kutumira tsamba. Iyo inoshamisa nyaya yaunogona kuputira chero kutengeserana, chibvumirano chekupedzisira, kuhaya uye kudzidzisa maitiro, kutumira, kukwidziridzwa, chero chaunoda.
Uye hongu, maitiro ebhizinesi mukuita kwavo kwakanaka anowanikwa mune akati wandei mhinduro pamusika. Pane izvo zvatiri kutenderera, maitiro muBPMN 2.0 notation ari mukati , mune imwe kana imwe fomu yekuzvarwa ndakafarira maitiro ebhizinesi mukati ΠΈ - ivo, kutaura nenzira yekufananidzira, vanhu uye vanonzwisisa. Aiwa, hongu, handina tariro yekuti maneja wekutengesa fetiraiza Ivan achabata navo, asi ndine chokwadi chekuti achaona akadzikama kuti angashanda sei nemaketani akagadziridzwa mumasystem. Nenzira, amoCRM consultants vari kushingaira kusimudzira pfungwa yokuti kutengesa fani inzira yebhizimisi - zvakanaka, haugone kupokana nazvo, asi inzira imwe chete, haugone kuvaka mamwe ose pairi, unoda kutenga. inodhura yechitatu-party solution uye hafu ye litre yayo kuti ione, kana vanobatana ivo pachavo vachagadzirisa maitiro muchinhu ichi, asi nemutengo wakakwirira.
Naizvozvo, muchikamu ichi ini ndinopa muchanza ndiyo mhinduro yakanangana nemaitiro ebhizinesi, pakati payo pane zvakagadzirirwa zvakagadzirirwa. Zvakanaka, chaizvo, chigadzirwa chaimbonzi bpm'online, saka hapana kupokana nezvemaitiro. Chinhu chakashata ndechokuti iyi inodhura zvikuru hurongwa, iyo inopesanawo mukusiyana-siyana kwayo - somuenzaniso, sarudzo yekutengeserana igadziriro yakasiyana inodhura.
Zvakawanda seERP ine CRM mashandiro
Apa ndipo apo zvinhu zvose zvakaoma, nokuti zvisikwa zvose zvinosvika pakakwirira, asi mibvunzo inomuka pamusoro pekugadzirisa mhinduro iyi. Maonero ekutanga akafanana nekutenga Dodge RAM-3500, uye zvino kufunga nezvekuti ungatyaira sei mumigwagwa yakamanikana munzvimbo yeOstozhenka, semuenzaniso. Asi aya zvakare tarisiro nemikana mitsva yakafara, zvinoreva kuti hazvisi zvese zviri nyore. Saka, kana wanga usingazive, ERP system isoftware inobatsira kubatanidza mashandiro, kugadzira, zviwanikwa zvevanhu, manejimendi emari, nezvimwe. Iyo yakajairika data modhi mune akadaro masisitimu inobatsira kukwirisa uye nenguva kuzadza zviwanikwa uye kuvaka maitiro. Kuve yakazara-yakazara ERP sisitimu kwakaoma, nekuti inyaya nezve bureaucratic matende, kumwe kugadzirwa kwakaoma, kwenguva refu nhanho-nhanho kuita, nezvimwe. Kutaura chokwadi, ini pachangu handingade kubata "akaneta erp mukomana" akajaira izvi. Asi ini handingarambi imba yekuchengetera, uye pamwe kugadzirwa zvakare.
Ndakawana zvese zvandaida kubva pakuona kwe "ndipe chidimbu cheERP" mumasystem maviri: ΠΈ . Mhinduro yeMicrosoft yakanyatsogadzirirwa chero basa, asi kurongeka uku, sezvazvakazoitika, kunoda mari yakawanda, sezvo CRM / ERP iri pasi rose kune dzimwe nyika, asi muRussia kune zvakawanda zvakatsanangurwa uye, semugumisiro, kuvandudzwa kunofanirwa kubhadharwa makambani emakambani. Paunenge uri bhizinesi diki uye woziva chiyero, zvinoita sekunge wave kuda kupwanyika. Zvakanaka, kana kuti ndakanga ndiri mu quarantine mood. mhinduro inofadza, iyo pachayo inenge ERP (iripowo zvakasiyana), asi zvinoratidzika kwandiri zvakanyanya kuti iyi inyaya yemakambani makuru kana yebhizimisi renyika dzakawanda. Aka ndekekutanga kusangana nemhinduro dzavo dzekirasi iyi uye ndinoshamiswa.
Uye pano, zvinoshamisa, Inosangana nezvinodiwa zvemabhizimisi maduku zvakanaka (ndinofunga, zvose zviri pakati nepakati, asi chii chokufunga pamusoro pavo - ndiani angafunga nezvedu ...), sezvo yakangorongeka, yakanyatsobatanidzwa pakati pemamodules uye inosanganisira zvose: KPI, warehouse, kugadzira, zvimwe Zvakadini nezve accounting yemari, manejimendi eprojekiti, akawanda-mari accounting, regi remari, makadhi ekuvimbika, nezvimwe. Muchidimbu, pane zvese - kazhinji, zvese zvinogona kuoneka mune yemazuva ano bhizinesi system. Ichokwadi, zvese izvi zvinowanikwa mu "yepamusoro" edition, iyo inodhura kupfuura iyo yekutanga vhezheni - uye kune vamwe, iyo isinganyanyi kuomesesa editions ingangove yakakwana. Asi pakupedzisira, yakachipa zvakanyanya kupfuura Microsoft - panguva ino yakagadzirirwa 100% yebhizinesi reRussia, isina majoini (asi pane mamwe magadzirirwo, ndinofunga - ini handisati ndasvika kune izvozvi). Asi chandakashaya (sezvo isu tiri kukwasva takanangana nepasirese) manejimendi evashandi - zvinoita sekunge kune maKPIs, kuronga uye kadhi revashandi, asi rudzi urwu rwe accounting yevashandi hapana. kunyunyuta kumunhu wose.
Zvimwe ndichaisawo pano - iri kushanduka zvakare zviri pachena ichienda kune wepasirese, kunyangwe zvishoma zvishoma mukushanda.
Iri bazi rekushanduka-shanduka rakananga kuERP rinoita sendiri iro rine musoro uye rakarurama kune CRM masisitimu - madiki uye epakati mabhizinesi mabhizinesi anoda akasimba epasi rose mhinduro.
Zvakawanda senge yekambani portal ine CRM mabasa
- nyaya yakaoma kwazvo munyika yeCRM, phantom chaiyo uye werewolf. Kana nezve mamwe masisitimu ndinogona kutaura kuti iyi iCRM ine ma-add-ons kana super CRM, saka nezve Bitrix24 ini ndoda kutaura kuti ikambani portal ine CRM module uye zvinhu zvesocial network. Unonzwa musiyano here? Mune zororo iwe unofanirwa kushanda, muBitrix unofanirwa kugara uye kutonga zvachose zvikamu zvese zvebasa. Kune rimwe divi, iyo yepasirese pano iri pamwero, kune rimwe divi, ese aya emakambani epamhepo maturusi anotsausa kubva kubasa uye anogona kusauya kuCRM.
Nenzira, ndine chinhu chinosuruvarisa kwauri: yemahara Bitrix24 chinhu chakanyanya kushomeka, kubva iyo kambani inokura yatove padanho rekuyedza system. Asi zvakakomba, chaizvo, kana iwe uchida Bitrix24, iyo isingangochengetere chimwe chinhu ipapo, asi inoshanda nenzira yayakagadzirwa, saka unoda Mutero weTimu, kana kunyange Kambani. Zvakanaka, kana ukangoerekana wafunga kuti unogona kuenda kure ne zero.
Asi pakati pemakambani emakambani uye ekushanda masocial network, iyi imhinduro yakasimba, saka kana iwe wakanyatso kutarisisa kutaurirana kwemukati, iyi mhinduro inogona kunge yakakukodzera iwe.
Zvakawanda seCRM...?
Zvakadini nevamwe vose? Vamwe vaivepowo. Ndichaisawo mugroup rino , , . Aya ndiwo ma CRM masisitimu ekutengesa, uye amoCRM anonyatso "inotevera" iyo pfungwa yehurongwa hwekushanda nevatengi, asi mamwe maviri atove munzira yekuenda kune iyo yese mhinduro uye kune ERP nhanho: Bhizinesi rakapusa rakashanduka zvishoma. kumusoro, KB ichiri pakutanga. Nenzira, amoCRM inogona kukwidziridzwa nemari uchishandisa addons, plugins uye kubatanidzwa, asi mabhero akadaro uye muridzo zvinoratidzika zvinodhura uye zvakaoma kwandiri - semugadziri wehurongwa, ini handina kugadzirira mupfungwa kuve nemutoro weiyo zoo, kubhadhara kwayo. , nezvimwewo.
Zvingaite sekuti varipano, vanenge vekare, tenga CRM yako kare uye udzikame, Vanya. Asi! Mushure mezvisarudzo zvakanyorwa pamusoro, ini neimwe nzira handidi kuve nemwero pamari imwe chete (kana kutopfuura).
Ehe, ini handizvioni ini ndakangwara, saka ndakatarisa kune vamwe vanhu mazita, ongororo, ratings. Chokwadi, ndakawana fungidziro yekuti 90% yavo ndeye bhuru, nekuti nzvimbo dzekutanga hadzisi Microsoft, kwete amo, kwete bitrix24, asi mamwe maCRM asina kana kundipa chero kushambadzira mumwedzi ye5. Ndakavatarisa, ndakatombopinda mumharidzo kakati wandei... Is this serious? Ndivanaani vavanotarisira kune aya akawedzerwa uye akabhadharwa ratings? Zvakanaka, iwe unofanirwa kufunga nepfungwa dzako.
Uye ndinoramba ndichifunga nekuongorora. Hedzino sarudzo dzeCRM dzakasarudzwa dzisiri maCRM, asi kuti hyper CRMs kana ekupedzisira maCRM. Uye iyi "hyperfunctionality" ndeyekuchengetedza kukuru kwekambani, nekuti iwe unowana zvese munzvimbo imwechete. Kune rumwe rutivi, kune njodzi yekuvhiringidzika, kurasika ... Saka ndakarayirwa kushandisa CRM panguva yekuvharirwa, nokuti iyo inotonhorera anti-dambudziko chiyero, inenge piritsi yemashiripiti, uye ndinotonzwisisa chikonzero nei. ASI! Ndarasika. Ndiri kutsvaga nzira yekubuda nayo. Ndichabatana.
Source: www.habr.com