S

1
????????? ????????? ??????? ?? ?????? ?????????
?????????? ????????????????? ? ?????????

• ???????? ????????
• ???????? ST ????-??????

2
ST Soft-Tronik ??? ?????? ?????
3
ST Soft-Tronik ??? ?????? ?????
4
??? ???? CRM?
5
Customer Relationship Management (CRM) ???
????????? ??????????
CRM - ??? ??????????

• ??????? ??????? ? ??????????????? ? ?????????
• ???????? ????????? ??????????? ? ?????????
  ????????
• ?????????? ????????????? ??????
• ????????? ????????????? ???????????? ?? ???????
  ????????
• ????? ? ??????? ???????? ????????? ?
  ?????????????
• ?????????????? ??????? ???????? ?????????????
  ???????, ??????????? ??? ???????

6
?????? CRM? ??? ????? ????????
7
?????? Microsoft Dynamics CRM?

• ???????? ?????????? ???????????? ??? ?????
• ?????? IT ??????????
• ?????? ????????? ???????
• ?????? ?? ????? ????????

7 500 ????????
180 000 ?????????????
?????? ???????? ?????????
??????????????????? ???????
? 100 ????????? c ???????? ???????? 250
???????????
? ??????? 33 ?????????? ???????? ??????????
CRM-????????
100 ???????? ????? ????????
CRM
8
??????????? CRM-??????? ??? ?????

• ???????????? CRM ???? ? ?????? ?????????,
  ????????????? ???????????, ???????????? ????????
• ?????????? ????????????? ?????? (??????????
  ???????)
• ?????? ? ????????????
• ?????????? ? ???????-???????

9
Microsoft Dynamics CRM ???????? ???????????
10
Microsoft CRM ?????? ???????
?????????? ??????? (SharePoint Portal
Server) ???????? ??????? (Microsoft
Outlook) ????????? (Microsoft Word, Excel,
InfoPath)
CRM
11
?????????? ? ????????????? ????????
12
????????? ?????
??????????? ??????? ?????????? ???????????????
?????? ?????
CRM-?????????

• ?? ?????? ???????? ??? ????????
• ?? ?????????????? ?????????? ? ?????? ??????????
• ?? ????????? ?? ?????? ?????????

• ?? ??????, ??? ???? ???????
• ?? ?????? ?? ???????? ???????
• ?? ??????????? ????????? ? ??????? ???????
  ????????????? ???????????

13
??????????? ??????? ?????????? ???????????????
?????? ?????

• ???????? ??????
• ?????? ? ??????????

14
CRM-??????? ? ?????????? ?? ????????? ???????
???????? ????? ?????

• ??? ??? ???????
• ??? ?????????? ??????? ??????? ? ??????????
• ????????? ?????????? ???????? ????????????????
• ????? ? ?????? ??? ??????????????? ????????????
• ?? ??? ????????? ????? ?????? ????????????????

?????????

• ??????????? TCO (Total Cost Ownership)
• ???????? ?????? ?? ????????????
• ??????????????? ???????? ???????
• ????????? ???????? ???????????? ???????? ?
  ?????????? ?? ??????????
• ??????????? ?? ????????? ????????

15
?????????? ?????????? ?????????

• Sales Potential Metric (SPM) ??????????
  ??????????
• Total Cost Ownership (TCO) ????????? ??????????
  ????????? ????????
• Return on Investment (ROI) ????????? ??????
  ??????, ???????? ? ?????????????, ??????????
  ?????????????? ????

16
????????? ????????? ??????? ?? ?????? ?????????
?????????? ????????????????? ? ?????????
???????? ???????? ST Soft-Tronik ???????,
???? ??. ??????????, 11-? tel. [phone]
6388 E-mail Viktoria.Monashova_at_snt.ua
???????? ?????? ?????? ?????? ???????, ???????
?? ???????? ???????