Molo, Habr! Ngo-Aprili 22 walo nyaka, ndabhala inqaku kwiHabr malunga nezaphulelo kwiinkqubo zeCRM. Emva koko kwakubonakala kum ukuba ixabiso lilona nqanaba libalulekileyo lokukhetha, kwaye ndiyakwazi ukugqiba ngokulula yonke into kunye nengqondo yam kunye namava njengomlawuli wenkqubo. Umphathi wayelindele imimangaliso ekhawulezileyo kum, abasebenzi bahlala bengasebenzi kwaye basebenza ekhaya, uCovid wayetshayela iplanethi, ndakhetha inkqubo yamaphupha. Namhlanje ngo-Agasti 25, kwaye inkqubo ayikakhethwa, nangona iintandokazi zichongiwe. Isibini esisebenza nabo kunye nam siye sadlula kwiinkcazo ezilishumi elinambini, ngee-megabytes zee-imeyile, iincoko kunye nokugcwala kwelizwi. Kwaye ngokukhawuleza ndafika kwisigqibo esinomdla: iCRM ayikho. Akukho nanye. Nantso ke, zihlobo. Kwaye oku ayisosihloko sokucofa, olu luqwalaselo lohlalutyo.
Jonga izandla zakho
Wam, eyabhalwa ngoAprili, kodwa kubonakala ngathi yayiyizolo.
Isihogo somsebenzi, ekhaya kuphela, ukuzimela ndedwa kwandinika ixesha elongezelelweyo-kodwa hayi ngenxa yokuba ndingasebenzi ngokwaneleyo, kodwa ngenxa yokuba andibambekanga endleleni isithuba esimalunga neeyure ezintathu. Kwakungekho mbuzo wokuba ndenze ntoni-ndiye ndaqhubeka nokuvavanya iinkqubo zeCRM ngokuzingisa kwe-manic, kuba umphathi wam ufuna ukuphuma kule ngxaki ezenzekelayo emazinyweni kwaye asebenze ngendlela entsha. Mna, ewe, ndabelana ngeminqweno yakhe, kodwa ukugrumba kwiinkqubo ezininzi kumnandi kakhulu. Ke ngoko, ukuze ndahlule ubomi bam, ndiye ndagqiba ekubeni ndiye kukhetho oluvela kumacala angaqondakaliyo kwaye ngamanye amaxesha ndibhale malunga nokuqwalaselwa apha kuHabr.
Kuba uluhlu lweeCRM endizifundileyo zitshintshile, ndizakongeza kwaye ndihlaziye iphepha lam lamaqhawe. Kodwa iCRM ayikakhethwa kwaye onke amanqaku athetha phantse akukho nto - zonke ezisithoba zilungile, zonke zenziwe kakuhle.
- - uphume kuluhlu olufutshane ngenxa yeendleko eziphezulu kunye nesidingo sokuthenga inani lezixhumanisi ngenxa yokubalwa kweRashiya
- - Uphumile kuluhlu olufutshane ngenxa yeendleko ezigqithisileyo kunye nesidingo sokuthenga inguqulelo eyongezelelweyo kwimisebenzi embalwa
- - kuluhlu olufutshane
- - kuluhlu olufutshane
- - kuluhlu olufutshane
- - kuluhlu olufutshane
- - ndiphumile kuluhlu olufutshane ngenxa yokusebenza okuthobekileyo kunye nezinye izinto zobugcisa endingazithandiyo
- — uphumile kuluhlu olufutshane ngenxa yokuba iphulukene nabakhuphisana nayo "iligi phantsi kwephiko le-1C"
- - kuluhlu olufutshane
Kubekho iiCRM ezithile apho ukusukela ngoko, kodwa ngokubanzi ... kakuhle ... azizange zisebenze konke, izisombululo ezibuthuntu eziphulukene nomtsalane kuphononongo lokuqala + 2 izisombululo ezingeniswe ngaphandle zawa ngenxa yegophe lendawo. Kodwa ukuba ucinga ukuba iinkqubo ezi-5 kuluhlu olufutshane zenza ubomi bube yiqhekeza lekhekhe, ngoko uyaphazama - sele ndiyazi ukuba intlungu yokuzikhethela iya kutsala, kuba kukho abafunwayo ngakumbi kwaye mna, ndiqonda ukuba aba bafaki zicelo. ingenza lukhulu, yagqiba ekubeni ihambe imijikelo emibini yothethathethwano.
Ke, uqwalaselo lwam olutsha: ICRM eRashiya...hayi! Ngokusekwe kwinkcazo engqongqo yenkqubo yeCRM, azikho kuluhlu lwam.
Ngokubanzi, ndiyinto encinci ngoku: akukho zisombululo ezikhethiweyo ezinokubizwa ngokuba yiERP, CRM, okanye BPM. Ezi zizisombululo zendalo yonke ezinoluhlu olukhulu lwezakhono.
Ngamafutshane, ukuya kwisihloko.
Umfanekiso weCRM kwindawo engenanto
Yintoni iCRM?
Masithathe inkcazo kwiWikipedia: inkqubo yokulawula ubudlelwane bomthengi (CRM, CRM-inkqubo, isifinyezo IsiNgesi. Customer Relationship Management) - isoftware yesicelo kwimibutho eyenzelwe ukuzenzekelayo izicwangciso zokusebenzisana nabathengi (abaxumi), ngokukodwa ukunyusa intengiso, ukwandisa ukuthengisa kunye nokuphucula inkonzo yabathengi ngokugcina ulwazi malunga nabathengi kunye imbali yobudlelwane nabo, ukuseka nokuphucula iinkqubo zoshishino kunye nohlalutyo olulandelayo lweziphumo.
Oko kukuthi, iimpawu ezininzi zenkqubo yeCRM zinokuchongwa.
- Izenza ngokuzenzekelayo isicwangciso- oko kukuthi, ithatha indawo yezinye iinkqubo zesiqhelo kunye neentshukumo zomatshini ezicwangcisiweyo kwaye ibonelele ngojongano lomsebenzi okhawulezayo nonemveliso kuwo wonke umjikelo wokusebenza nabathengi.
- Ijolise ekuthengiseni, ekuthengisweni nasekuxhaseni - iCRM isebenza ngayo yonke imiba yemisebenzi yorhwebo yenkampani. Kubalulekile ukuba omathathu amasebe abe nokufikelela kulwazi olukwiCRM.
- Igcina ulwazi oluqokelelweyo - i-DBMS iqokelela, inkqubo kwaye igcina ulwazi malunga nokuthengiselana, abathengi, iziganeko eziphambili, njl.
- Ijolise ekuhlalutyeni iziphumo - ngenxa yokuqokelela kunye nokugcinwa kolwazi, inkqubo yeCRM ibonelela ngemisebenzi yohlalutyo.
Wow, uyayibona indlela endiyiqulunqe ngobuchule ngayo yonke into - konke kuba ndimamele ishumi elinesibini elinesiqingatha seentetho zeCRM, ndafunda isiqingatha se-Intanethi ndaza ndaphicotha isihloko. Zonke izisombululo ezidwelisiweyo zinezi mpawu, kodwa kuninzi lwazo le nxalenye encinci yomsebenzi wonke.
Ndayibona njani iCRM ngaphambi kokuba ndimbe kwisihloko
Kwinkampani yam, abantu abathengisayo kunye nabaphathi bakwimo yesoftware - ayisiyonto yasebukhosini le. Ke ngoko, iimfuno zethu ziyi-avareji: ndibabethe baphuma kubo phantse ngamandla. Kodwa umphathi wam kunye nam sabona ngokucacileyo: umthengi weza, wangena kwi-CRM, emva koko i-CRM yabizwa, iqhotyoshelwe amaxwebhu kwindawo ethile, yajonga ukuba zingaphi izigaba adlule kuzo, kwaye wayivala isivumelwano. Emva koko bayithatha, bahlalutya izigaba, ngubani omele avuzwe, ngubani omele athethiswe, inkqubo iphuculwe, i-hurray. Kithina, iCRM yayiyinkqubo yokuthengisa.
Ndiyibona njani iCRM emva kweenyanga ezi-5 zomsebenzi wohlalutyo
Mhlawumbi, ukuba ndiqale nge-amoCRM, ngekhe ndiyazi ukuba kuqhubeka ntoni ngemarike yeCRM, kuba ingena nje kwiimbono zam. Ndingayithenga, emva koko iilayisensi "zeNdawo yam yokugcina", emva koko isibini esongezo kwaye ndizithathe njengolunye uhlobo lwe-automator. Ngaphezu koko, amaqabane angayeki ukufowuna ale nkqubo ngokoqobo akakuvumeli ukuba ucinge ngezinye izisombululo.
Kodwa ngandlel' ithile kwavela ukuba ndiqale ngayo kwaye esi sigqibo, ngaphandle kobunzima kunye namaxabiso, sibeka inqanaba elahlukileyo, okanye kunoko, lazala ingcamango yokuqala: "Kuthekani ukuba akukho mfuneko yokuthenga inkqubo yokugcina impahla kunye?" Kwaye ndafumana izisombululo kunye ne-warehouse "ebhodini", ezininzi ezine! Kwaye ke, emva kokumamela inkcazo-ntetho yezinye iiCRM, ndihleli ngasemva komlingane wam, ndiye ndaqonda ukuba iiCRM zanamhlanje ziinkqubo ezininzi ezisebenzayo ezinokwenza okuninzi. Kodwa... ngaba yiCRM? Ngaba i-hyper-automation iya kusebenza kwishishini elalilinde ukuthengisa oluzenzekelayo, kodwa lafumana yonke into ngaxeshanye? Ngaba olu hlobo lokuzenzekelayo luyimfuneko? Intloko yam izele ziingcinga-zange ndicinge kakhulu malunga nesoftware kubomi bam bonke njengomlawuli kunye nomphathi!
Ukuba kukho nantoni na, ndikhetha i-CRM kungekhona kuyo nayiphi na i-corporation, kodwa kwinkampani encinci ebandakanyeka ekuthengiseni i-wholesale yempahla ekruqulayo kwi-B2B. Kukho kuphela i-17 yethu, kodwa wonke umntu ufuna iCRM - ngezizathu ezahlukeneyo. Kutheni kengoku ndigrumba ixesha elingaka? Ndiyavuma, ngokwam: Ndifuna ukufumana isisombululo esifanelekileyo ngexabiso elifanelekileyo kunye nohlengahlengiso oluncinci. Mphuphi!
Ezi ziiCRM- hayi iiCRM endiziphawulileyo.
Okungakumbi njenge-BPM eneempawu zeCRM
Ngokubanzi, ndazama ukuphepha izisombululo ngeBPM ebhodini, ngakumbi kwi-BPMN notation. Okokuqala, andiyiboni ngokwenene indlela esinokuzakhela ngayo iinkqubo zoshishino kwinkampani, kwaye okwesibini, abasebenzi bam banje: mna, umphathi kunye nesihlwele sesebe lezorhwebo kunye nabantu abathengisayo abangekho kuphela i-BPMN, Excel, efana umlilo, uloyiko. Nangona kunjalo, ngexesha lovavanyo lwe-CRM (kwaye sele sele beyi-17 kubo, abanye baphuma nje kwifowuni yokuqala) ndaqonda ukuba kufuneka kubekho iinkqubo kwinkqubo ye-CRM (kungekhona i-CRM?) kuba ilula kakhulu ubomi babaphathi: cinga, uyazi ngokucacileyo , yintoni ekufuneka yenziwe, ngubani omele ayenze kwaye nini, konke oku kubhaliweyo, kukhumbuza kwaye ithumela iileta. Ibali elimangalisayo onokuthi ngalo uvale nayiphi na intengiselwano, ukugqitywa kwekhontrakthi, ukuqesha kunye nenkqubo yoqeqesho, ukuthunyelwa, ukunyusa, nantoni na oyifunayo.
Kwaye ewe, iinkqubo zoshishino ekuphunyezweni kwazo okulungileyo ziyafumaneka kwizisombululo ezininzi kwiimarike. Kwezo siziphononongayo, iinkqubo ze-BPMN 2.0 notation zingaphakathi , ngenye okanye enye indlela yemveli ndithandile iinkqubo zoshishino kwi и - bona, ukuyibeka ngokufuziselayo, banobuntu kwaye bayaqondakala. Hayi, ewe, andinalo ithemba lokuba umphathi wentengiso yesichumiso u-Ivan uya kujongana nabo, kodwa ndiqinisekile ukuba uya kuqonda ngokuzolileyo indlela yokusebenza kunye namatyathanga amiselweyo kwiinkqubo. Ngendlela, abacebisi be-amoCRM bakhuthaza ngenkuthalo ingcamango yokuba i-funnel yokuthengisa yinkqubo yeshishini - kakuhle, awukwazi ukuphikisana naloo nto, kodwa yinkqubo enye, awukwazi ukwakha zonke ezinye kuyo, kufuneka uthenge. isisombululo sesithathu esibizayo kunye nesiqingatha ilitha kuyo ukuyifumanisa , okanye amaqabane ngokwawo aya kumisa iinkqubo kule nto, kodwa ngexabiso eliphezulu.
Ngoko ke, kolu didi ndinika intende sisisombululo esilungiselelwe ngokuthe ngqo kwiinkqubo zoshishino, phakathi kwazo kukho izakhiwo esele zenziwe. Ewe, eneneni, imveliso yayibizwa ngokuba yi-bpm'online ngaphambili, ngoko ke akukho mathandabuzo malunga neenkqubo. Into embi kukuba le yinkqubo ebiza kakhulu, ebuye ingahambelani kwi-versatility yayo - umzekelo, isisombululo sokuthengisa yinkqubo ebiza kakhulu.
Okuninzi okufana ne-ERP kunye nokusebenza kweCRM
Yilapho yonke into iyinkimbinkimbi, kuba i-universality ifikelela kwincopho yayo, kodwa imibuzo ivela malunga nendlela yokujongana nesi sisombululo. Umbono wokuqala ufana nokuthenga i-Dodge RAM-3500, uze ucinge malunga nendlela yokuqhuba izitrato ezinqamlekileyo kwindawo yase-Ostozhenka, umzekelo. Kodwa la ngamathemba kunye namathuba amatsha abanzi, okuthetha ukuba ayizizo zonke izinto ezilula. Ke, ukuba ubungazi, inkqubo yeERP yisoftware enceda ukudibanisa imisebenzi, imveliso, izibonelelo zabantu, ulawulo lwemali, njl. Imodeli yedatha ngokubanzi kwiinkqubo ezinjalo inceda ukunyusa kunye nokuzalisa ngexesha elifanelekileyo izixhobo kunye neenkqubo zokwakha. Ukuba yinkqubo ye-ERP epheleleyo kunzima, kuba ibali malunga neethenda ze-bureaucratic, imveliso ethile enzima, ukuphunyezwa kwexesha elide ngesinyathelo, njl. Ukunyaniseka, mna ngokwam andinakufuna ukuqhagamshelana "nomfana we-erp odiniweyo" oqhele oku. Kodwa andizukwala indawo yokugcina impahla, kwaye mhlawumbi nemveliso nayo.
Ndifumene yonke into endiyifunayo kwindawo yokujonga "ndinike isiqwenga se-ERP" kwiinkqubo ezimbini: и . Isisombululo seMicrosoft senzelwe kakuhle nawuphi na umsebenzi, kodwa oku kulungelelaniswa, njengoko kwavela, kufuna imali eninzi, ekubeni i-CRM / ERP iyinto yonke kwimigangatho yamazwe ngamazwe, kodwa eRashiya kukho izinto ezininzi kwaye, ngenxa yoko, uphuculo apho iinkampani ezingamahlakani kufuneka zihlawulwe. Xa ulishishini elincinci kwaye uqaphela isikali, kuvakala ngathi sele uza kutyunyuzwa. Ewe, okanye bendikwimood yokuvalelwa yedwa. sisisombululo umdla, nto leyo ngokwayo phantse ERP (ikwakhona ngokwahlukeneyo), kodwa kubonakala kum ngakumbi nangakumbi ukuba eli bali iinkampani ezinkulu okanye ishishini ngamazwe. Eli lixesha lam lokuqala ukudibana nezisombululo zabo zale klasi kwaye ndothukile.
Kwaye apha, ngokumangalisayo, Ihlangabezana neemfuno zamashishini amancinci kakuhle (ndicinga ukuba zombini kunye naphakathi, kodwa yintoni onokucinga ngayo - ngubani oza kucinga ngathi ...), ekubeni ihlelwe ngokulula, idityaniswe ngokucacileyo phakathi kweemodyuli kwaye ibandakanya yonke into: i-KPI, indawo yokugcina impahla. , imveliso, ezinye Kuthiwani malunga nokubalwa kwemali, ulawulo lweprojekthi, i-multi-currency accounting, irejista yemali, amakhadi okuthembeka, njl. Ngamafutshane, kukho yonke into - ngokubanzi, yonke into enokubonwa kwinkqubo yoshishino yanamhlanje. Kuyinyani, konke oku kufumaneka kuhlelo "oluphezulu", oluxabisa ngaphezulu kwenguqulelo esisiseko - kwaye kwabanye, iintlelo ezingaphucukanga kakhulu ziya kwanela. Kodwa ekugqibeleni, ibiza kakhulu kuneMicrosoft - ngeli xesha ilungiselelwe i-100% yeshishini laseRashiya, ngaphandle kweziqhagamshelo (kodwa kukho uhlengahlengiso, ndicinga ukuba - andikafiki kuloo nto okwangoku). Kodwa into endiyisweleyo (ekubeni sibheqa kwi-universality) kulawulo lwabasebenzi - kubonakala ngathi kukho ii-KPIs, ukucwangcisa kunye nekhadi lomqeshwa, kodwa olu hlobo lonke lwe-accounting yabasebenzi alukho isikhalazo kumntu wonke.
Mhlawumbi ndizakuyibeka apha nam - ikwavela ngokucacileyo ngokubhekiselele kwindalo yonke, nangona imbi kakhulu ngokusebenza.
Eli sebe lendaleko elisingise kwiERP libonakala kum lelona linengqiqo kwaye lilungile kwiinkqubo zeCRM - amashishini amancinci naphakathi adinga izisombululo ezinamandla zehlabathi jikelele.
Okungakumbi njenge-portal yenkampani enemisebenzi yeCRM
-Ibali elintsonkothileyo kwihlabathi leCRM, i-phantom yokwenyani kunye ne-waswolf. Ukuba malunga nezinye iinkqubo ndingatsho ukuba le CRM enezongezo okanye i-CRM ephezulu, ngoko malunga ne-Bitrix24 ndingathanda ukuthi yi-portal yenkampani enemodyuli yeCRM kunye nezinto zenethiwekhi yoluntu. Ngaba uyawuva umahluko? Kwezinye kufuneka usebenze, kwi-Bitrix kufuneka uhlale kwaye ulawule ngokupheleleyo yonke imiba yomsebenzi. Ngakolunye uhlangothi, i-universality apha ikwinqanaba, kwelinye icala, zonke ezi zixhobo ze-portal zenkampani ziphazamisa umsebenzi kwaye zingenakuza kwi-CRM.
Ngendlela, ndinento ebuhlungu kuwe: i-Bitrix24 yasimahla yinto encinci kakhulu, apho inkampani ikhula sele ikwinqanaba lokuvavanya inkqubo. Kodwa ngokunzulu, eneneni, ukuba ufuna i-Bitrix24, engagcini nje kuphela into apho, kodwa isebenza ngendlela eyakhiwe ngayo, ngoko ufuna umrhumo weQela, okanye iNkampani. Ewe, ukuba uthe ngequbuliso ucinge ukuba ungaya kude no-zero.
Kodwa phakathi kwee-portals zenkampani kunye nomsebenzi wenethiwekhi yoluntu, esi sisisombululo esinamandla, ngoko ke ukuba ugxininise ngokukodwa kunxibelelwano lwangaphakathi, esi sisombululo sinokufaneleka kuwe.
Ngakumbi njengeCRM...?
Kuthekani ngezinye? Nabanye babelapho. Ndiza kufaka kweli qela , , . Ezi ziinkqubo zeCRM zokuthengisa, kwaye i-amoCRM ngokungqongqo "ilandela" ingqikelelo yenkqubo yokusebenza nabathengi, kodwa ezinye ezimbini sele zisendleleni eya kwisisombululo sendalo yonke kunye nenqanaba le-ERP: Ishishini elilula liye lavela kancinci. phezulu, KB isesekuqaleni. Ngendlela, i-amoCRM inokuphuculwa ngemali ngokusebenzisa i-addons, iiplagi kunye nokudibanisa, kodwa iintsimbi ezinjalo kunye neempempe zibonakala zibiza kwaye zinzima kum - njengomlawuli wenkqubo, andilungele ngengqondo ukuba ndibe noxanduva lwezoo, iintlawulo zayo. , njl.
Kubonakala ngathi zilapha, phantse iiklasikhi, thenga iCRM yakho sele uzolile, Vanya. Kodwa! Emva kwezigqibo ezidweliswe ngasentla, ngandlela-thile andifuni ukuthozama ngemali efanayo (okanye nangaphezulu).
Ngokuqinisekileyo, andiziboni ukuba ndihlakaniphile, ngoko ndajonga uluhlu lwabanye abantu, ukuphononongwa, ukulinganiswa. Enyanisweni, ndafumana ingcamango yokuba i-90% yazo i-bullshit, kuba iindawo zokuqala azikho iMicrosoft, kungekhona i-amo, i-bitrix24, kodwa ezinye ii-CRM ezingazange zindinike nayiphi na intengiso kwiinyanga ze-5. Ndababukela, ndade ndahamba neprezenteshini amatyeli ambalwa... Ngaba inzulu le nto? Ngoobani abathembele kula mareyithi anyusiweyo nahlawulwayo? Ewe, kulungile, kufuneka ucinge ngengqondo yakho.
Kwaye ndiqhubeka ndicinga kwaye ndihlalutye. Nazi iinketho zeeCRM ezikhethiweyo ezingezizo iiCRM, kodwa kunokuba hyper CRMs okanye ultra CRMs. Kwaye le "hyperfunctionality" isindisa kakhulu inkampani, kuba ufumana yonke into kwindawo enye. Ngakolunye uhlangothi, kukho umngcipheko wokudideka, ukulahleka ... Ngoko ndayalelwa ukuba ndiphumeze i-CRM ngexesha lokuvalelwa, kuba linyathelo elipholileyo lokuchasana nentlekele, phantse ipilisi yomlingo, kwaye ndiyaqonda nokuba kutheni. KODWA! Ndilahlekile. Ndikhangela indlela yokuphuma. Ndiza kuqhagamshelana.
umthombo: www.habr.com
