CRM CallCenter
_COUNTER_1px
  ooc pa R
Call Office -
  ooc pa R
Oracle Oracle CRM on Demand Release 17
  ooc pa R
CRM - -
  ooc pa R
IP-
  ¤ ooc pa R
  ¤ Mepop
  ¤ Ca
  ¤ Paoa cepe R
  ¤ R aax
  ¤ R cpaxoa
  ¤ R opoe
  ¤ R ee
  ¤ R eoc
  ¤ R aece
  ¤ R eap
  ¤ R eeoe
  ¤ popa ooc
  ¤ poe ...
  ¤ Kaao R-poo
  ¤ Oop R-poo
  ¤ Me cepo
  ¤ op R-pee
  ¤ O epe
  ¤ Mape R
  ¤ Meee R
  ¤ Oea eoc R
  ¤ aae R
  ¤ R on-demand
  ¤ Oco R
  ¤ K o R
  ¤ epco
  ¤ oee cc
  ¤ Coap epo
  ¤ Koca
  ¤ oca a ooc
  ¤ Peaa a cae
  ¤ Ca o CALL-epax
  ¤ Coap epo
  ¤ Pe R-pee
  ¤ Ke-Koaop (Mpo)
  ¤ Apx ooce 2009
  ¤ Apx ooce 2008
  ¤ Apx ooce 2007
  ¤ Apx ooce 2006
  ¤ Apx ooce 2005
  ¤ Apx ooce 2004

E-mail:








CRMinfo.ru
CRMinfo.ru




CRM

: ,

: - ,

1-2 (13-14)2009

 

 

.

-

 

, : , , , ? , : , . . : , , , ? , : , . . , ... , ? . , - CRM-- . , CRM, , , , .

 

 

 

- 150000 , . CRM, , CRM   CRM.

 

, :

 

) CRM-;

) , .

 

, 10-15 CRM-, , , , CRM-, . , , .

 

- CRM- . , . , , , . , , ,   . - .

, 20% , .. . 80% . , , . , . : , - , . , .

 

:

 

) , , (   ), . .;

) , .

 

 

, , ( ) - . , , , , .

 

:  WinPeak CRM  , ( 2).



, , , - .    . , , :

 

) ;

) ;

) .

 

, , ... , . , .

 

, 2    - . , , , .

 

 

. :

 

1.  .

 

2.  -, .

 

3.  , , -, . , , .

 

-, . :     .

 

, ( , , . .), , .

 

. : - , - .



4.  ,  CRM. , , , , - , . . :

 

) 10% ( 5%);

 

) - 95% . , 20% .

 

5.   - . , ? , .

 

. . ... .

 

 

( , ). . (. 1).




, , , ,         . . - -  , , (. 2). , , , -.

 

. . , , . - .

, 20% , , 2/3 , . - (. 3).



, , , .

 

, : , , - - . , , 20 5%, 8,6% ( 3).



. -  CRM.



:

, CRM?

, » , , , , , . ...


R 2009 ?

, R-p . , ee a pe R- 2009 . , ...


-:

Customer Communications Management (CCM). ? - ...


CRM-?

40%. ...


Ka pepea aa, Pocc aac aco y R-popa

Ka pepea aa, Pocc aac aco y R-popa. paa, oa e oyo epe, a papaoo. Cya oe oxoa a y, oopa aaac c yxaepc O aae 90-x. Co yxaep, apay ...


PCaoe aeoe peee, poe o aece co

Caoe aeoe peee, poe o aece coeoo peopa Microsoft (payeec, oa e oe o oa apyey cey c Yahoo!), acaoc xoa coe pe opopa a po ec-poe, a C aep ...


ao O epcoax ax apoe ec ca



eeoc pocccx oa, ocoo eca oopx ec paoa c aa ax ecx , oe apaoaa aoo «O epcoax ax». -a pa cax c poe o o coc co ...


Oa ee coa R 2.0, a caa ay

Oa ee coa R 2.0, a caa ay pep, ea "15 oo" pax opeee R, a o o aae ea opeeeo cee ec ceo. epeo c acoo Maeoa .A, ...


. , , .

. , , . , - 30 ...


o cooc o aac c cppa R pa. Cce e

o cooc o aac c cppa R pa. Cce epaop "Texocep A/C" pop oa Cy aopaop. Ka eco, Cy aopaop oa capex oa a ae ooo R pe, oaec pao R ...


paee ooe c ea: o opee apep

Toe ec

copec paee ooe c eo cao c ceao o «e» «opee». C oo copo, e (a. cliens - ac) opaeae acoc. pee Pe ...


R apoa?

Aece c, Koepec peop oa« Aco»

ao oa, coec c eoxooc epe R -cce, o eaeo pee cecoao oo a apaa – opoo po c ...


e o opaa o aoooex c oae

David Sims

pa, oa oop, o paee aoooe c oae - o oopeeo ccco aa. poea o, o o aco a, e oo, a e poe. p, ce, eopae, e epe ...


Texoo o poc

Papac e eo pe pc acc e aa o pex a ocee a ece. oca eo o p c pee oooo pa ope 1987-o, poccc aac pca 1997—98 oo ...


Po opao oo pace

Aeco CNews Analytics (CNA) poeo cceoae pocccoo pa Call/Contact Center (CCC), oceoe e ee ca ocox ee pa oo apae eca Pocc. peapee o, oapooae oae ...


R a ao aoco po

aoc po po axoc ceo a oee. Kpe caoc ce ocee, a co x oe — ce poe. oo ce oe ao cpec oco po . Cece oo ec poc cpoca a pee o ...


Oc o

 «Paoa e o, ao aa – ep», - a c pooca oo e oxapaepoa eo a, ec ocoeec coea aopa ca, oop E-xecutive e ppe « ...


R: pa ea

Cece oo paoepoe oocoae e eca:
coae oeopeoo ea
ep pep

pecae cee aea eoo opoo ao, eo ecoo eo aa. O aco acepo coe ...


oa aoaa

Po e ooe apa ocao pao a oepae cce aoaa oca acx . Cpoc a oe exoo pee o oac opo ae eoope "oe" ee. Oo x oo ca oaoe ...


o pecco R

opaoa ccea oa capea epepea. peop oae, o eoxoa oepa IT ec-poecco. O x poe oo aa ooe e co, c eo aa a cea epee cce eoee. ...


Keca opea p

Paoa cox pa oaae oa pope epeco ea, oop opee po eca oeceae, a opao, eo cecoae pae oocpoo epcee. Oae coe peaa cc eoce ...


epaa oepa eo cpeca aoapoax e-exoo

Oo ee pa epe, popeax oco aaoc oceee pe, ec epexo o peocae opa peocae cepca aoapoa ccea. ox cepa ce e caa e oo coo ...


O e paccae a

Copee opee e eoe. Ka ec po c o epa oc oo, o oae e ox pae c ooce ea op a o? Paccaae pee ocaoo oa ...


Ka ocpo oa oe BI-cce

O ex eeo, oeax a ce pao o BI-cce, ec aoea eo oe ax. Oa oe cea cce cpo, o oao, a oe, aoopo, pepa ee eoopo co popaoo ...


Kpcep ep: ece oa oe epecc poaa, e ea

a 15 e, oope Kpcep ep peoae Pocc, ooe eoc.

Oao, o eo e, o cx op ece oa oe epecc poaa, e ea.

-Mo cpa co epe eae o pocccoo ...


R epeoe a pcc

R e oo co ep cep T.
a apeapa, paa, pacpoaac ae, cpeaec eaopae: o epeo oe ceo critical rehearsal moment.
Ta e epeo oeo R oe ca ...


R caoc ac caapoo ocoo O

Po cce pae aoooe c ea (R) ee o po a ax aax. a pe o popa a capoaoo aea poe a ce. pee cpex px oa R-cce caoc ...


S7 Airlines: epee R a a pepea

Koa S7 Airlines o o poea pepe, cea ae a apao epecope e aoooe c ea. a oe x ee oepaop aa o poe o epe Cce pae aa (Branch Management ...


oxa WiMAX R-cce

cep pp cp a o pa pacca o ecpooo c WiMAX cpecax aoaa pae ooe c ea (R-cceax). ape 2004 oa cep eeoa CNN aa ec exoo c aoee pa, ...


Ocoe ee Business Intelligence 2006 .

Texoo Business Intelligence (BI) a oe opa 2005 ., a o ec co p. Eeo opoc opaox pooee opaa, poee oae Gartner, oaa, o BI a a opo ece cpe x ax 10 ...


a CMM (oe aeca oa-papaoo popaoo oecee)

coee eooo caap Meooo, caap o o cooao RUP (Rational Unified Process) Opaa eoo a poea Ocoe eo pae apoca a ee Ta peoa ...


Paee a ea

ao aeo, a e aec, 1999 o ac ococoo R-opa p o, o epe a-p oa cce R Pocc ao pec e oo cepe acox c, o oa oco pep, ...


R epecae oo po caoc apo poca

cooae R-exoo epecae a ope peeco oa caoc apo opopaoo pa. O ocoeocx pocccoo pa eo pae eco c oo R Ko paccaae aa ...


ce R

Koa oce ca epe oaa a coeceoae ec aa oa, oe coeceoa eeep o epcoa aa opoc: Ka caee, o e oaa a p?. peeoaa a o c execo ...


R: poeaa eooo eoo eca

cae pe oe, o-epx, o poeae pae ooe c ea (R - Customer Relationship Management) , o-opx, o eooo pee poea aoo acca. Mp ocoo eec, opaca e paoeo ...


Kopoo o R-ocae

o aoe oca? Koa e ae, a oc o o ca, opaaec a oo, coeo po p, o oe ececeo. ooo, o o-o x e ae, a a oc, e po ...


ococo oo poceac

e oe poecco ec-exoox, e e epooc co a opeeeo ace. Ec pao oo pee opc-aopo ca, o e oe e ocp opeoc ocaa a poe. o acaec a cep B2B ...


o oe copo R, Ka ocpo ocao opeee

ooo oc Cpco oo epeeco oa oe o po: o cae aece aaa o ooe ocaa oopoa c aece ocaa o ooe pep, oope xo cep ...


R: opa pa?

ope exoo pae aoaa pao oo accopc c e oa, oceeo o opopaoo aaa copo o paoo oa opex exoo. R oe p o pep. K ...



: 1-40, 41-80.

© CRM.com.ua, 2003-2018. . www.crm.com.ua .
CMS WebManager-pro