Iyiphi isofthiwe yebhizinisi efakwe enkampanini yakho? I-CRM, uhlelo lokuphatha iphrojekthi, ideski losizo, uhlelo lwe-ITSM, i-1C (uqagele khona lapha)? Ingabe unomuzwa ocacile wokuthi zonke lezi zinhlelo ziyaphinda? Eqinisweni, kukhona ukunqwabelana kwemisebenzi; izingqinamba eziningi zingaxazululwa ngohlelo lwe-automation lwendawo yonke - singabasekeli bale ndlela. Kodwa-ke, kuneminyango noma amaqembu abasebenzi okufanele babe nesoftware “yabo” - ngenxa yezizathu zokuphepha, ukusebenza, ukunethezeka, njll. Namuhla sizosebenzisa isibonelo sethu ukuxoxa ngokuthi i-CRM nohlelo lwedeski losizo luhlanganiswa kanjani endaweni yezilwane ye-IT yenkampani. Futhi inhlolovo emfushane ekugcineni - sifuna ukwazi umbono wakho.
Wayengenalo ideski losizo - ngabe uphendule ngokuthula esicelweni ngaphandle kokulahlekelwa amakhasimende noma ukucasuka. Thanda izisekelo zakho, zingamahhovisi angaphambili!
Sekuyiminyaka eyi-13 sakha izinhlelo ze-CRM, senza amaphrojekthi okuqalisa ayinkimbinkimbi, sisebenzisa i-CRM yethu ngokwethu, siyisebenzisa “njengayo yonke into yethu” - i-CRM, ideski losizo, iposi, isikhungo sezingcingo, njll. Lena imvamisa indlela amakhasimende ethu ayisebenzisa ngayo, edlulisa wonke umsebenzi osebenzayo, futhi kwesinye isikhathi ukukhiqiza, ukuhlelwa kwempahla, kanye nendawo yokugcina impahla, ohlelweni lwe-CRM. Kodwa noma kunjalo, saqala ukuthuthukisa uhlelo lwedeski losizo lwamafu ngoba ingqalasizinda yethu ye-IT kanye nengqalasizinda ye-IT yamakhasimende ethu yayintula. Yiqiniso, baqala ukusebenzisa yethu kuqala. Ngakho ingabe inkampani esivele inohlelo lwe-CRM idinga ideski losizo? Ingabe inkampani engeyona eyesevisi iyayidinga? Futhi ingabe ideskithophu yosizo ingaba esikhundleni se-CRM? Manje sesiyazi ngempela impendulo yale mibuzo.
I-CRM isivele ifakiwe. Kungani inkampani idinga ideski losizo?
Uma usebenzise enye yezinhlelo ze-CRM ezithuthukisiwe zaseRussia noma ezingenisiwe, kungenzeka ukuthi uqaphele ukuthi lokhu akulona "uhlelo lokuthengisa", kodwa ithuluzi elizenzakalelayo le-automation elihlanganisa imisebenzi yokusebenza namakhasimende, ukuhlela, i-KPI, i-mail kanye nocingo, indawo yokugcina impahla. abaphathi kanye nabanye abaningi (kuye ngokuthi inkampani). Uma abasebenzi nabaphathi benkampani befunde ukusebenzisa uhlelo lwe-CRM ngokugcwele, imisebenzi yabo yokusebenza iba ngokuhleleka kakhudlwana, ngokushesha, futhi obala ngokwengeziwe—izinkinga ngezinsuku ezimisiwe, amakhasimende akhohlwe, nezinqubo eziqandisiwe ziyanyamalala. Wonke umuntu usebenza ohlelweni lwesimanje lwe-CRM: abantu bokuthengisa, abaphathi, abaphathi, abadayisi, abasekeli, njll. Kulula kakhulu: lonke ulwazi luqukethwe ekhadini leklayenti, isisebenzi ngasinye singafinyelela idatha esiyidingayo. Nokho, ideski losizo alithathi indawo noma lihambisana nohlelo lwe-CRM; iyisofthiwe ezimele, ukuthengwa kwayo kudingekile ngenxa yezizathu ezimbalwa.
Ukuphepha
Ake siqale ngesihloko esibaluleke kakhulu - ukuphepha kolwazi lwenkampani. Kukhona umbono onjalo ekuphathweni - i-iceberg yokunganaki, okuyinto umeluleki uSidney Yoshida ahlongoza ngokusekelwe ocwaningweni lwakhe ngo-1989. Ngokwemininingwane yakhe, abaphathi abaphezulu bazi u-4% kuphela wezinkinga zenkampani. Lo mbono ufakazelwe futhi waphikiswa ngesisekelo sokuthi lowo 4% ufanele omunye u-96%.
Ithiyori ephikisanayo, kodwa ukulungisa kabusha ibinzana elidumile, kungashiwo ukuthi ngokuvamile umphathi ungowokugcina ukwazi. Lokhu kuyiqiniso ikakhulukazi kulabo abacabanga ukuthi bahle futhi bafunde ukuphathisa abanye, okusho ukuthi bangakwazi ukwenza umsebenzi wokuzilibazisa, futhi ibhizinisi ngokwalo lizosebenza. Ngempela, ihhovisi elingaphambili (ukwesekwa nokuthengisa) liyazazi izinkinga eziningi zamakhasimende nezohwebo. Bese kwenzeka uchungechunge lokuqondana okungathandeki:
- Abasebenzi abasekelayo nabasizayo bazazi kahle izinkinga zamakhasimende.
- Abasebenzi abasekelayo banokufinyelela ohlelweni lwe-CRM oluqukethe ulwazi olubalulekile mayelana namadili, ukuhamba kwemali, ifaneli yokuthengisa kanye nesisekelo samakhasimende.
- Abasebenzi abasekelayo bangabasebenzi abangazinzile kakhulu, abashiya inkampani ngokushesha futhi abangenakho ukunamathela okuqinile kwenhlangano.
Ngakho-ke, uhlelo lwe-CRM olusezandleni zesisebenzi esisekelayo, ngisho nemikhawulo eqinile kumalungelo okufinyelela, kuwukwephulwa kwezokuphepha okungaba khona. I-Helpdesk iwuhlelo olungabalulekile kangako kwezokuvikela: liqukethe ulwazi mayelana nezicelo nezinkinga, ulwazi oluyisisekelo mayelana namakhasimende, kodwa alikwazi ukufinyelela olwazini lwezentengiso. Ngakho-ke, inketho engcono kakhulu lapho uhlelo lwedeskithophu yosizo lungenayo imojula ye-CRM, kodwa ihlanganiswe nesistimu ye-CRM yangaphandle, okungukuthi, ukufinyelela kwabanye abasebenzi kunganqatshwa ngokuphelele.
Yile ndlela kanye esenze ngayo - ama-opharetha asekelayo angakwazi ukufinyelela ohlelweni lwe-CRM asebenza kudeski losizo lwamafu. Okwamanje, ukuhlanganiswa ne-RegionSoft CRM yethu sekuqaliwe, i-API yokuhlanganiswa nezinye izinsiza nezinhlelo zokusebenza izovela maduze. Umsebenzisi ubona ulwazi lomsebenzi wakhe kuphela:
Chofoza ukuze ukhulise
Uhlu lwezicelo
Chofoza ukuze ukhulise
Umbhalo wohlelo lokusebenza
Ngakho-ke, ideski losizo lisiza ukuvikela isisekelo samakhasimende kubasebenzi abangazinzile, okungenzeka ukuthi bathathe ingxenye yesisekelo samaklayenti nabo.
Umehluko wokusebenza
Uhlelo lwe-CRM, ngamagama alula, luwuhlelo olunenqwaba yezinsimbi namakhwela. Konke ukusebenza kuhlukaniswe ngamamojula amaningi axhumene, futhi lokhu kulula kakhulu, noma kunjalo, bonke abasebenzi abayisebenzisi yonke imisebenzi yesistimu, futhi imvamisa kwideskithophu yomphathi we-CRM kunemisebenzi esetshenziswa njalo, imisebenzi esetshenziswa umbhangqwana. izikhathi ngenyanga, nemisebenzi edingekayo. Izakhiwo kanye nengqondo yezinhlelo ze-CRM kuhloswe ngayo ukuphatha okusebenzayo okunekhono, ngenxa yemisebenzi okudalwe isethi yamakhono esiza ukumboza iklayenti ngamadigri angama-360.
Uhlelo lwe-CRM luyinkimbinkimbi yesofthiwe eyinkimbinkimbi ukuze isetshenziswe futhi ibe yinkosi, edinga isikhathi, izindleko zokuqeqesha, ukuthuthukisa ubuchwepheshe, njll. Ngaphezu kwalokho, ohlelweni lwe-CRM cishe akunakwenzeka ukwazi imojula eyodwa “yakho” ngaphandle kokungena kwezinye - yingakho isikhathi esinqunyiwe nobunzima.
Isisebenzi esisekelayo asisebenzi ngesisekelo samakhasimende kanye nokuthengiselana, sisebenza ngenkinga ethile (isigameko). Akakhathali ukuthi isivumelwano sibiza ama-ruble ayizigidi ezingu-1,5. noma ama-ruble ayizigidi eziyi-11,5. - kubalulekile kuye ukuthi umhlangano 17.3.25, iyunithi No. 16 ayisebenzi, i-clutch emotweni yezigidigidi zamadola inamathele, iseva esikhungweni sedatha ayisebenzi, njll. Lokhu kusho ukuthi ulwazi oluvela ku-CRM aludingeki, futhi isixhumi esibonakalayo sigcwalisa ukunaka kwakho.
Chofoza ukuze ukhulise
Iwindi lohlelo lokusebenza lapho opharetha asebenza khona - ulwazi oluningi aludingayo
Ideski losizo kufanele kuqala lifeze injongo yalo eyinhloko: yazise opharetha ngenkinga, inikeze imininingwane yayo kanye nohlobo oluthile lwesiteshi sokuxhumana neklayenti (ingxoxo, i-imeyili, ucingo - kuncike kunqubomgomo yenkampani), vumela ukuthumela izikhumbuzi futhi unikeze iklayenti eline-akhawunti yomuntu siqu yokulawula umnqamulajuqu nenqubekelaphambili.
Futhi, uhlelo lwedeski losizo lunenzuzo enkulu kunohlelo lwe-CRM: ukuqaliswa kwalo akudingi ukuhlaziywa, ukuhlola nokuhlelwa kabusha kwezinqubo zebhizinisi. Uyisebenzisa emizuzwini emi-2, uyilungiselele bese uqondisa kabusha zonke izicelo zamaklayenti kuphothali yosekelo. Akunandaba ukuthi imikhakha yethonya isatshalaliswa kabusha phakathi kokumaketha nokuthengisa, noma ngabe umqondisi wezohwebo wenza umsebenzi omuhle, noma ukuthi abantu abathengisayo balifezile uhlelo. Ulayini ophambili wenkampani ukwesekwa; umnyango wokusiza amakhasimende wenza umsebenzi wawo kungakhathaliseki ukuthi yiziphi ezinye izinqubo ohlelweni lwawo oluzenzakalelayo. Nakuba, ngobuqotho, kufanele kushiwo ukuthi izinxushunxushu enkampanini zandisa kakhulu umsebenzi wokusekela. Awu, usuyakwazi lokho ngaphandle kwethu.
Kodwa-ke, uma unikezwa okuthile okufana ne-CRM yosekelo noma ideski losizo eline-CRM eyakhelwe ngaphakathi, hlaziya ngokucophelela ubungozi bokuphepha kolwazi.
Isivinini sokufunda nokusebenzisana nohlelo
Lapho sidala yethu , ekugcineni sacabanga ukuthi sizobukeka kanjani emphakathini we-ITSM (asizange sicabange nhlobo, empeleni), sanquma ukudala indawo elula neqondakalayo yomsebenzi wanoma iyiphi isevisi yokusekela (ukusekelwa, usizo, njll.):
- ukwesekwa kwezobuchwepheshe kanye nezinkampani ezinikezela ngezinsiza
- iminyango yenkonzo
- Umnyango we-IT enkampanini (nanoma yimuphi omunye umnyango - ku-ZEDline Support ungamane ushintshisane ngemisebenzi yangaphakathi nabaqambi, abalawuli, abakhangisi, nanoma ubani)
- ukwesekwa kwenkampani engeyona eyobuchwepheshe (ngisho nenkampani yokwakha, ngisho nesitolo samakha).
Futhi leli izinga elihluke ngokuphelele lolwazi lobuchwepheshe lomsebenzisi wesistimu. Kunqunyiwe: sisusa izinsimbi ezingadingekile nezikhwelo esizijwayele ekwakheni isixhumi esibonakalayo se-CRM, senze isixhumi esibonakalayo sewebhu esikahle, sinamathisele amabhulokhi okuqeqesha anemininingwane khona kanye ngaphakathi kwesistimu ukuze umsebenzisi asondele ekwazisweni kuze kube yilapho engasadingeki. (bese uvele uchofoze okuthi “Ungaphindi ubonise”) ").
Ukwenza kahle uhlelo lwe-CRM akuthathi amahora ambalwa noma usuku olulodwa - udinga ukuqonda hhayi kuphela umsebenzi wakho osheshayo, kodwa futhi nokuxhumana kwamamojula kanye nengqondo yokusebenzisana kwawo. Uma ukhuluma, udinga ukuqonda kahle ukuthi yini ezoshintsha nokuthi uma ushintsha ngokuzumayo izinga lentela, sebenzisa isaphulelo, engeza insimu entsha ekhadini leklayenti, njll. Futhi cishe wonke umsebenzisi enkampanini kufanele akuqonde lokhu. Uhlelo Lwedeskithophu Yosizo alunabo ubunzima obunjalo (okungenani ekusebenzeni kwethu).
Chofoza ukuze ukhulise
Chofoza ukuze ukhulise
Ukuze uqhathanise, iwindi elikhulu lesistimu ye-CRM kanye newindi lekhadi leklayenti.
Chofoza ukuze ukhulise
Kwesokunxele kukhona izinkinobho, kwesokudla kunephaneli lezinkomba, phezulu kunemenyu enamamenyu amancane, njll. Uma usebenza kusistimu ye-CRM, uzizwa ufana nomshayeli wendiza phambi kwedeshibhodi; uma usebenza edeskini losizo, uzizwa njengo-opharetha wehhovisi elingaphambili okwazi ukuxazulula ngokushesha nangokucacile noma ukuphathisa umsebenzi. Futhi imanuwali enamakhasi angama-300.
Chofoza ukuze ukhulise
44 amathebhu, ngalinye eliqukethe ulwazi olubaluleke kakhulu, okuhlanganisa izimfihlo zokuhweba - futhi cishe wonke amathebhu ahilelekile emsebenzini wokusebenza, okungenani 10 asetshenziswa umphathi ngamunye. Kuyashesha futhi kuyashesha ngemuva kokufunda nokwenza kahle uhlelo, kepha ukwenza kahle kuthatha isikhathi futhi kuyingxenye yephrojekthi yokuqaliswa.
Njengoba ubona, umehluko mkhulu kakhulu. Futhi lokhu akulona uphawu lokuthi enye isofthiwe ipholile - kuwuphawu lokuthi uhlelo ngalunye lwenza umsebenzi walo futhi luhlangabezana nezidingo zomsebenzisi walo.
Ukusethwa kwedeski losizo kulula ngangokunokwenzeka: umlawuli ubeka izilungiselelo zemeyili zokuthumela izaziso, isikhala sediski, kanye nengqondo yokuthumela izaziso. Ingqikithi eyinhloko yanoma iyiphi ideski losizo yifomu lokudala isicelo, okulula ukulilungiselela ngokukhetha isethi yezinkambu ezidingekayo ezinezinhlobo zedatha.
Chofoza ukuze ukhulise
Iwindi lokusetha uhlu lwemibuzo ku-akhawunti yomuntu siqu yomlawuli.
Ngakho-ke, yimiphi imithetho yokusebenza okufanele ideski losizo lihlangabezane nayo?
- Shesha - setha ngokushesha, sebenza ngaphandle kokulibala ngisho nenani elikhulu lezicelo.
- Kuqondakala - zonke izinhlangano kufanele ziqondakale, zibe sobala futhi zihlobane neyinhloko - isicelo seklayenti (isikhalazo).
- Zonke izici zokusebenzelana kufanele zihunyushwe ngokucacile—umsebenzisi kufanele azi kahle ukuthi uphawu ngalunye nomsebenzi ngamunye kusixhumi esibonakalayo sisho ukuthini.
- Yiba lula ukufunda - njengoba abasebenzi abasekelayo bengaba neziqu nokuqeqeshwa okuhluke ngokuphelele, ideski losizo kufanele lifinyeleleke ngokushesha. Ukuqeqeshwa kufanele kwenzeke ngokushesha ngangokunokwenzeka, ngoba leli yichibi labasebenzi abangakwazi ukukhishwa ohlelweni lokusebenza isikhathi eside.
I-Helpdesk iyithuluzi lomsebenzi wokusebenza (njenge-CRM), kodwa ngaphezu kwakho konke ithuluzi lokusebenza kolayini abangaphambili, lapho isivinini sokuphendula, ukusebenziseka kalula kanye nekhono lokulawula ukuqhubeka kokuxazulula udaba cishe njengobungcweti. lokusekela.
Isivinini somsebenzi namakhasimende
Ngiyiklayenti lezinkampani eziningi, izinsizakalo, izitolo, njll. Ngingumuntu omdala, wesimanjemanje, othuthuke kakhulu kwezobuchwepheshe ofuna izinto ezintathu ngqo ukuze ngithole imali yami: isilinganiso esihle senani/ikhwalithi, isevisi enhle kakhulu nomsebenzi othengekayo, osobala kanye nezimfuneko zami. Uma ngingayitholi indlela yokuxhumana nenkampani, ngizothola enye; Uma umbuzo wami noma isikhalazo sami singaphendulwa, ngizoyigwema inkampani esikhathini esizayo; Uma ngithola isevisi yezinga eliphezulu neyenzelwe umuntu siqu, ngilungele ukukhokha kancane futhi ngibe umngane nomkhiqizo. Lokhu ukuziphatha okuvamile kwezigidi zabantu abasha besimanje - amaklayenti akho. Ngakho kusho ukuthini lokho? Kufanele bakhululeke - okuhlanganisa (oh, horror!) ukungena edeskini lakho losizo nokubheka ukuqhubeka kwecala.
Mayelana nalokhu, uhlelo lwe-CRM aluyena umngane omkhulu weklayenti. Yebo, zikhona izixazululo emakethe ezinekhono lokudala i-akhawunti yomuntu siqu yeklayenti noma uzakwethu ku-CRM, kodwa ngisho nakuzo, akuwona wonke amabhizinisi anesibindi sokuvumela amakhasimende awo. Futhi kuklayenti, ukuqonda ukuxhumana kwezinhlelo ze-CRM zazo zonke izinkampani asebenza nazo nakho kungaphansi kwentokozo evamile.
Ideski losizo liyindawo yokuhlangana phakathi kweklayenti nomsebenzi ngenkathi kuxazululwa imisebenzi yomsebenzi (izinkinga, izehlakalo). Uthatha isixhumanisi sedeski lakho losizo bese usibeka nomaphi lapho iklayenti lingaqala ukukufuna: ezinkundleni zokuxhumana, kuwebhusayithi, kusiginisha ye-imeyili, noma ngisho nekhodi ye-QR yemikhiqizo, izinto zokwakha, ukukhangisa, njll. Iklayenti lilandela isixhumanisi, lifaka igama lalo lokuqala, isibongo, i-imeyili futhi lithola igama layo lokungena nephasiwedi ukuze lifake ingosi yeklayenti yedeski losizo.
Okulandelayo, udala isicelo, axhumane no-opharetha engxoxweni, anamathisele amafayela, futhi aqaphe ushintsho kuma-opharetha nezimo eziphathelene nenkinga yakhe. Kuyafaneleka, kuyashesha futhi, okubaluleke kakhulu, kuyalawuleka - iklayenti ligcina umunwe walo ku-pulse. Ukushintsha izimo kuvumela iklayenti ukuthi libone ukuguquguquka komsebenzi futhi lazi ukuthi kwenzekani ngesicelo salo, ukuthi inkinga ixazululwa ngokushesha kangakanani.
Chofoza ukuze ukhulise
Okukodwa, okubili, okuthathu - futhi iklayenti lingadala isicelo salo sokuqala.
Ikhono lokuhlinzeka ngokuzisiza kwekhasimende futhi uxoxe nomsebenzisi isici sesici sedeski losizo, okungenzeka singekho noma esingadingeki ku-CRM.
Ngenxa yedeski losizo, isikhathi sokuphendula esicelweni sincishisiwe - lokhu mhlawumbe inzuzo enkulu yokuba nohlelo olunjalo lwabasebenzi abasekelayo. Futhi lapho iklayenti lichitha isikhathi esiningi sokuxhumana, liyaqiniseka ukuthi liyiklayenti elibaluleke kakhulu, futhi lokhu kubamba futhi kuqinisa ubungane nenkampani (futhi kukhona ukuthengisa, imali engenayo, nokukhula kwenzuzo - ake sibheke khipha ngobuchule!).
Umsebenzi olinganisekayo nobonakalayo wabasebenzi
Eqinisweni, ukuze ube nesistimu yedeski losizo, akudingekile ukuba nehhovisi elineqembu elisekela elizinikele - lifanele noma yibaphi abasebenzi abasemgqeni wokuqala wokusebenzisana namakhasimende (ngaphandle kwabantu abathengisa - kubo, i-CRM isasebenza kahle futhi iyasebenza). Ngosizo lwedeski losizo, imisebenzi eminingi evamile iyazenzakalela, futhi abaphathi bosekelo banesikhathi esiningi sokuxazulula izinkinga zamakhasimende empeleni.
Ngesikhathi esifanayo, izisebenzi zokusekela ziyizisebenzi okuvame ukusetshenziswa kuzo amamethrikhi ahlukahlukene kanye nama-KPI, ngoba umsebenzi wabo kulula ukubala - ngokusekelwe ezicelweni ezivaliwe, izilinganiso zamakhasimende (iza maduze), izindleko zabasebenzi ekulinganisweni kwezindleko. Emadeskini osizo ahlukene, lokhu kubalwa kwenziwa ngendlela ehlukile, sikusebenzise ngokubala izindleko zabasebenzi (isikhathi): ungafaka uhlu lwamanani ezinhlobo ezahlukahlukene zomsebenzi futhi uzicabangele emsebenzini ngamunye, bese uzihlanganisa emsebenzini. umbiko wezindleko.
Chofoza ukuze ukhulise
Iwindi lezilungiselelo zesikhathi ku-akhawunti yomuntu siqu yomlawuli
Chofoza ukuze ukhulise
Isilinganiso sezindleko zabasebenzi ngaphakathi kwesixhumi esibonakalayo sohlelo lokusebenza (singabonakala kuklayenti, noma singase singabonakali ngenxa yomsebenzi othi “Umlayezo wangaphakathi” (ungabonakali kumqalisi wohlelo).
Ideski losizo livumela isisebenzi ukuthi silawule isikhathi saso: uma yonke imisebenzi enezimo, umnqamulajuqu nezibopho ziphambi kwakhe, kulula ukugxilisa ingqondo nokuhlela umsebenzi kokubili phakathi nosuku lokusebenza futhi ngokuvamile kulo lonke uchungechunge lwemisebenzi. Kanye nokuncipha kwamazinga okucindezeleka, amathuba okwenza amaphutha ayisiphukuphuku, "athuthumelayo" ayancipha.
Ngaphezu kwalokho, isisebenzi ngokwaso sibona umsebenzi owenziwe (izicelo ezivaliwe) futhi sibona ngokucacile umphumela wakhe, okuyisisusa esinamandla.
Ohlelweni lwe-CRM, ukuhlolwa kokusebenza kwabasebenzi kujule kakhulu futhi kuyinkimbinkimbi (ngokwesibonelo, siklame imojuli yonke yokusebenza nama-KPI), futhi ngaphambi kokuthi kuqale ukuhlolwa kokusebenza, umsebenzi ngamunye kufanele athole ukuqeqeshwa okuthile. Edeskini losizo, ukuhlolwa kokusekelwa kuqala kusukela ngomzuzu wokuqala womsebenzi, ngaphandle kokulibaziseka kokugunyazwa kwezinkomba, njll.
Okunye okumbalwa okuhlukile okudingeka ukwazi ngakho
- Umjikelezo wokubuyekeza wesistimu ye-CRM mude kakhulu kunomjikelezo wokubuyekeza wesistimu yedeski losizo, futhi ukusekelwa kuyinkimbinkimbi kakhulu. Ukuze usebenze nedeski losizo, awudingi umlawuli wesistimu, umklami noma umsebenzisi we-PC ozethemba kakhulu.
- Uma isistimu ye-CRM inesigaba "Sesevisi", lesi yisigaba esilinganiselwe kakhulu futhi esingakwazi ukumiselela ideski losizo. Uma ideskithophu yosizo ine-module ye-CRM, kufana nehlaya, hhayi ingulube noma i-guinea pig - akuyona i-CRM nhlobo, kodwa, isibonelo, umphathi wokuxhumana. Ngoba i-CRM, ngiphinda okweshumi, iwuhlelo lokuphatha bonke ubudlelwano neklayenti, kusukela kumthofu kuya ekuthengisweni kwangaphambilini. Uyawubona umqondo wokuba khona kwakho konke lokhu edeskini losizo, ngaphandle kokukhuphuka kwentengo yohlelo ngokwalo?
- Uma ulwazi oluyisisekelo mayelana neklayenti luqoqwa kuzo zonke izisebenzi ngesikhathi esisodwa, kusho ukuthi isistimu ye-CRM ikufanele kakhulu; uma ukwesekwa kungaqoqi ulwazi oluyisisekelo futhi kunohlu lwezibopho oluncane, lidinga ideski losizo.
Uma inkampani ingenalo ideski losizo futhi ingenayo i-CRM, cishe cishe ukusebenza neklayenti kugxile ku-imeyili. Bese kuba nezimo ezimbili ezivamile:
- ukuxhumana kuyaqhubeka eposini ngochungechunge lwezinhlamvu ezingapheli, ukusesha kwenziwa lapho; lapho isisebenzi sihamba, izigigaba ezingemnandi zingenzeka;
- Ukuxhumana kushintshela engxoxweni noma ocingweni futhi kulahleka kancane kancane njengendikimba eyodwa yolwazi.
Lokhu mhlawumbe inketho embi kakhulu engenzeka. Ungazidaleli ubungozi; sebenza ngamathuluzi ahlukahlukene ezishintshayo angaxazulula imisebenzi yesisebenzi ngasinye. Khona-ke uzogcina impahla ebalulekile - ulwazi lwezohwebo, futhi kuzoba lula ukuthi abasebenzi bakho basebenze, futhi amaklayenti akho ngeke azizwe elahliwe.
UCWANINGO
- sicela uphendule uhlu olufushane lwemibuzo, lokhu kuzosisiza sibe ngcono kuwe :)
Abasebenzisi ababhalisiwe kuphela abangabamba iqhaza kuhlolovo. , wamukelekile.
Ingabe inkampani yakho inayo isevisi yokusekela?
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Yebo, likhona, iqembu elihlukile labasebenzi (umnyango)
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Yebo, ikhona, kodwa laba basebenzi benza neminye imisebenzi
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Ayikho into enjalo - isigameko sithathwa yilowo oseduze naye
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Asinikezi ukwesekwa kwamakhasimende
Bangu-21 abasebenzisi abavotile. Abasebenzisi abangu-4 bagobile.
Benzani laba?
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Phendula imibuzo yekhasimende
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Dlulisela imibuzo kochwepheshe
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Siza amaklayenti ngokwawo - ukuxazulula izinkinga ngokuphelele
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Baphatha yonke into: ukufakwa nokusekelwa.
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Thengisa imikhiqizo namasevisi ethu
Bangu-21 abasebenzisi abavotile. Abasebenzisi abangu-4 bagobile.
Ingabe abasebenzi abasekelayo bayashintsha njalo?
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Yebo, ngokuvamile laba ngabafundi
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Yebo, ngokuvamile - umsebenzi onjalo
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Yebo, ngokuvamile - zikhula ngokushesha ngaphakathi kwenkampani
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Cha, akuvamile - leli yiqembu lethu lezigelekeqe
Bangu-19 abasebenzisi abavotile. Abasebenzisi abangu-4 bayenqaba.
Inkampani yakho isebenza kuyiphi imboni?
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IT
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Hhayi IT
Bangu-20 abasebenzisi abavotile. Abasebenzisi abangu-4 bayenqaba.
Ingabe unalo uhlelo lwedeski losizo enkampanini yakho?
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Yebo, ukhona, umdayisi
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Yebo, kukhona, okuzibhalile
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Cha, sisebenzisa i-CRM
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Cha, sisebenzisa isofthiwe ehlukile
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Lutho neze, sisebenza ngeposi, ngocingo, ngezingxoxo
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Ngizokutshela kuma comments
Bangu-20 abasebenzisi abavotile. Abasebenzisi abangu-4 bayenqaba.
Ingabe ikhokhiwe?
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Yebo, ikhokhiwe
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Cha, kumahhala
Bangu-18 abasebenzisi abavotile. Abasebenzisi abangu-7 bagobile.
Ingabe wanelisekile ngesistimu yakho yedeski losizo?
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Yebo, ngokuphelele
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Ngokwengxenye
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No
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Asinalo uhlelo lwedeski losizo
Bangu-18 abasebenzisi abavotile. Abasebenzisi abangu-6 bagobile.
Yini ebalulekile kuwe ohlelweni lwedeski losizo?
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Kulula ukusetha nokusebenzisa
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Isivinini somsebenzi
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Ishaneli yonke
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isikhombikubona
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Ukuphepha
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Iphothali yeklayenti (ihhovisi)
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izindleko
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Ukuhlolwa kwabasebenzi
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Izilawuli
Bangu-17 abasebenzisi abavotile. Abasebenzisi abangu-8 bagobile.
Ilungile futhi icacile kanjani?
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Ideski losizo
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Ideski lesevisi
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Uhlelo lokusekela
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Uhlelo lwamathikithi
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Ukhuluma ngani, yonke le imiqondo ehlukene!
Bangu-15 abasebenzisi abavotile. Abasebenzisi abangu-10 bagobile.
Source: www.habr.com