31 Aug
CRM sistēmas ieviešana daudziem ir sāpīgs jautājums. Un šodien es vēlos parunāt par trīs CRM sistēmas ieviešanas variantiem: gatavas CRM sistēmas iegāde, CRM sistēmas izstrāde vai tās ieviešana platformā. Runāts tiks nevis par teorētiskajiem strīdiem par to, “kā lai ievieš?”, bet gan par krietni sāpīgāku un steidzamāku problēmu: kādu ceļu izvēlēties – izmantot gatavu, paņemt “pusgatavu” vai rakstīt no nulles?
No sākuma ir jāsaprot, kāpēc šis jautājums vispār ir aktuāls. Pirmkārt, tā ir sāpīga tēma jebkuram, kurš ir saskāries ar CRM sistēmu jautājumu. Personīgajā biznesā vai darba vietā. Ja ir nācies kaut ko ieviest. Kopumā tas skar ne tikai CRM sistēmu jautājumu, taču tieši šis jēdziens ir visiem saprotams, un, kad es runāju par CRM, es runāju par šāda veida produktu ieviešanu kopumā.
Gatavas CRM sistēmas ieviešana
Kādas ir gatavo risinājumu priekšrocības:
- tās ir ātri ieviešamas;
- lēti maksā (ja skaita tikai tiešos izdevumus);
- labi risina vienu šauru problēmu, kurai sistēma ir pielāgota.
Šāda risinājuma mīnusi:
- ļoti sarežģīta adaptācija biznesa vajadzībām;
- ilgtermiņā šādu sistēmu nāksies mainīt (90% gadījumu);
- labi risina tikai vienu uzdevumu.
Gandrīz katrs šādus risinājumus izstrādājošs uzņēmums izsniedz noteiktu API vai labākajā gadījumā SDK, ar kā palīdzību šo sistēmu var pielāgot savām vajadzībām. Faktiski gan tas viss beidzas ar to, ka jebkuras vairāk vai mazāk sarežģītas automatizācijas ir jātur ārpus sistēmas un jāuztur atsevišķi no šādas sistēmas.
Sistēmas uzturēšana – tas vispār ir atsevišķs stāsts, un CRM sistēmas ieviešana nenoslēdzas izstrādes stadijā – gandrīz visi tirgū eksistējošie integratori priecājas par ieviešanu, jo tas nozīmē nesliktus ieņēmumus, savukārt uzturēšana viņiem gan ļoti nepatīk. Atbalsta sniegšanas problēma – daudz mazu pielāgošanas darbu, kas nemaksā daudz, bet pieprasa apjomīgu komunikāciju ar pasūtītāju. Pasūtītājam tā ir sāpe, jo neviens nevēlas iedziļināties. Kopumā tas pats attiecas arī uz citiem risinājumiem, taču “gatavo” risinājumu tirgū tas ir īpaši aktuāli, jo nav uzreiz līdz galam skaidrs, ko tieši nāksies pielāgot.
Nav jādomā, ka gatavi risinājumi ir viens vienīgs ļaunums. Es pats tos bieži izmantoju un iesaku saviem klientiem gadījumos, kad:
- laikam ir izšķiroša nozīme;
- nepeiciešams vienreizējs risinājums;
- uzņēmums ir tik maziņš, ka ar to pietiek.
Starp citu, tieši ar tādu mērķi mēs kļuvām par oficiālo amoCRM partneri.
CRM sistēmas izstrāde no nulles
Otra sāpīgā tēma – CRM sistēmas izstrāde no nulles. Teikšu uzreiz – tas ir lielisks risinājums, taču te ir jāsaprot dažas būtiskākās lietas.
Pirmā un pati svarīgākā – jums nāksies uzturēt šo sistēmu patstāvīgi. Mūžīgi. Vienmēr. Un tas ir ļoti sāpīgi, ja ņem vērā faktu, ka lielāko daļu individuālo risinājumu, kurus esmu redzējis, izstrādā viens un tas pats izstrādātājs ar stingru piesaisti sev. Tādi cilvēki jūtas ļoti droši un kādā brīdī var sākt diktēt savus nosacījumus. Tādu faktu nevajadzētu vērtēt par zemu.
Vadības pieredze
Otrkārt, ja Jums (lai kas Jūs arī būtu) nav CRM sistēmas izstrādes procesa vadīšanas pieredzes un labas izpratnes par CRM sistēmas ieviešanas procesu un to, kas ir MVP – jūs noteikti dārgi samaksāsiet par savu apmācību. Ar “dārgi” es nerunāju tikai par tiešajiem izdevumiem, kas nepieciešami, lai izmestu to, ko sanāca izveidot no jauna (pastāv 100% varbūtība, ka agrāk vai vēlāk tas notiks), bet arī par laiku, kuru nāksies tērēt komunikācijā ar izstrādātāju. Vēl viens aspekts – ja jums nav darba pieredzes, visticamāk, nāksies to uzticēt vienam izstrādātājam… Bet tas jau tika aprakstīts iepriekš.
Uzņēmuma gatavība
CRM sistēmas ieviešana no nulles paredz uzņēmuma gatavību. Uzņēmumam ir jābūt gatavam investēt, gatavam aprakstīt savus biznesa procesus un gatavam pie tā visa pieturēties. Es nejokoju, un nevajadzētu šo punktu novērtēt par zemu. Personīgā izstrāde papildus tehniskajām prasmēm pieprasa arī zināšanas biznesa analīzes jomā. Varbūt šobrīd tas nav tik acīmredzami, bet pēc tam, kad projekts tiks iesākts – sapratīsiet, cik būtiski tas beigās atšķirsies no tā, kas bija iecerēts sākumā.
Salīdzināšana
Citiem vārdiem sakot, personīgās sistēmas izstrāde gandrīz vienmēr likvidē biznesa sāpes, taču labai personīgajai izstrādei ir nepieciešami ļoti spēcīgi priekšnosacījumi. Ir nepieciešams zinošs vadošais personāls, laba izstrādātāju komanda un ļoti adekvāts “bizness”, kas ir gatavs finansēt projektu ar atvērtu budžetu.
Personīgi veiktās izstrādes plusi:
- risināmie jautājumi nav ierobežoti, iespēja izstrādāt tirgū principiāli jaunus risinājumus;
- licences maksas neesība. Lai arī tas ir strīdīgs jautājums, pastāv gadījumi, kad šis kļūst par izšķirošo faktoru;
- pilnīga datu kontrole sistēmas iekšienē (teorētiski un ar nosacījumu, ja drošība tiek uztverta korekti).
Šāda risinājuma trūkumi:
- sistēmas uzturēšanas sarežģītība un risks tikt piesaistītam pie konkrēta izstrādātāja;
- neprognozējamas izstrādes izmaksas;
- neprognozējami sistēmas palaišanas termiņi;
- ļoti augstas prasības pret biznesu un komandu, kas iesaistīta izstrādes procesā.
Izstrāde platformā
Un visbeidzot – pati interesantākā un, pēc manām domām, perspektīvākā ieviešanas metode. Bet atkal jau – ar niansēm un saviem trūkumiem.
Tirgū ir kāds daudzums “platformu”, kas ļauj salikt individuālas sistēmas gluži kā konstruktors. Personīgi es varu izcelt šādus risinājumus (bez konkrētām rekomendācijām par to, ko tieši vajadzētu izvēlēties):
- Salesforce
- SAP
- MS Dynamics CRM
Uzskatu, ka šie trīs risinājumi ir izteikti līderi un arī visbiežāk dzirdētie. Nevēlos radīt “palagu” no citiem tamlīdzīgiem risinājumiem: šī saraksta mērķis ir sniegt priekšstatu par manu domu gājienu, un es necenšos noniecināt citu produktu kvalitāti un/vai svarīgumu. Jebkurā gadījumā, CRM sistēmas ieviešanā jūs sastapsieties ar šiem nosaukumiem.
Minētie risinājumi arī nav ideāli, taču tiem piemīt virkne ļoti būtisku priekšrocību:
- gandrīz tie paši plusi, kas individuālam risinājumam;
- nav nepieciešams uzturēt “dzīvu” sistēmu pamata funkcionāla pielāgošanas kontekstā (lauki, automatizācijas utt.);
- milzīgs skaits papildfunkciju, kas var radīt pat jaunus biznesa procesus. Pēc būtības tā ir iespēja no malas paskatīties, “kā tad ir citiem”.
- Teorijā – tehnoloģiskās komponentes atbalsts. Tādas sistēmas vienkārši ir spiestas atjaunināt savas tehnoloģijas.
Trūkumi. To diemžēl arī ir ļoti daudz:
- uzstādīšanas sarežģītība. Jā, nav jābūt programmētājam. Taču ir nepieciešams labi orientēties sistēmā;
- biznesa analīzes nepieciešamība. Tas, visticamāk, paredz prasības pret biznesa komandu un no malas piesaistīto konsultantu (jūs taču plānojat algot konsultantu, vai ne?);
- pamata izpratne par informācijas sistēmu arhitektūru;
- Šajā sektorā rēķini sasniedz miljonus.
Var mēģināt uzrakstīt ļoti garu šo trīs pieeju, to priekšrocību un trūkumu salīdzinājumu. Vispārībā, CRM sistēmas ieviešana ir ļoti plaša un ilga tēma. Mans šodienas uzdevums bija aprakstīt trīs pašus pamata scenārijus un sniegt kādu sākumpunktu. Katrs biznesa gadījums var atšķirties. Lai gan biznesa procesi pēc būtības visiem ir vienādi, ar CRM sistēmas palīdzību risināmie uzdevumi var atšķirties īpaši būtiski.
Esmu Blondie Consulting biznesa attīstības vadītājs. Jau 10 gadus nodarbojos ar vadības sistēmas ieviešanu un mēģinu padarīt šo processu pēc iespējas caurspīdīgāku un draudzīgāku cilvēkiem. Rakstu par biznesu un to processu automatizāciju.
Saistītie raksti
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Eve
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Website: http://explainthebusiness.com - Reply Jūsu komentārs gaida moderāciju
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Eric
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Eric
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You can –
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You have customers waiting to talk with you right now… don’t keep them waiting.
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- Reply Jūsu komentārs gaida moderāciju
Eric
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Here’s how:
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And now that you’ve got their phone number, our new SMS Text With Lead feature enables you to start a text (SMS) conversation – answer questions, provide more info, and close a deal that way.
If they don’t take you up on your offer then, just follow up with text messages for new offers, content links, even just “how you doing?” notes to build a relationship.
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The difference between contacting someone within 5 minutes versus a half-hour means you could be converting up to 100X more leads today!
Try Talk With Web Visitor and get more leads now.
Eric
PS: The studies show 7 out of 10 visitors don’t hang around – you can’t afford to lose them!
Talk With Web Visitor offers a FREE 14 days trial – and it even includes International Long Distance Calling.
You have customers waiting to talk with you right now… don’t keep them waiting.
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Eric
jūnijs 3, 2020Hey, my name’s Eric and for just a second, imagine this…
– Someone does a search and winds up at blondie.lv.
– They hang out for a minute to check it out. “I’m interested… but… maybe…”
– And then they hit the back button and check out the other search results instead.
– Bottom line – you got an eyeball, but nothing else to show for it.
– There they go.
This isn’t really your fault – it happens a LOT – studies show 7 out of 10 visitors to any site disappear without leaving a trace.
But you CAN fix that.
Talk With Web Visitor is a software widget that’s works on your site, ready to capture any visitor’s Name, Email address and Phone Number. It lets you know right then and there – enabling you to call that lead while they’re literally looking over your site.
CLICK HERE http://www.talkwithwebvisitor.com to try out a Live Demo with Talk With Web Visitor now to see exactly how it works.
Time is money when it comes to connecting with leads – the difference between contacting someone within 5 minutes versus 30 minutes later can be huge – like 100 times better!
Plus, now that you have their phone number, with our new SMS Text With Lead feature you can automatically start a text (SMS) conversation… so even if you don’t close a deal then, you can follow up with text messages for new offers, content links, even just “how you doing?” notes to build a relationship.
Strong stuff.
CLICK HERE http://www.talkwithwebvisitor.com to discover what Talk With Web Visitor can do for your business.
You could be converting up to 100X more leads today!
Eric
PS: Talk With Web Visitor offers a FREE 14 days trial – and it even includes International Long Distance Calling.
You have customers waiting to talk with you right now… don’t keep them waiting.
CLICK HERE http://www.talkwithwebvisitor.com to try Talk With Web Visitor now.If you’d like to unsubscribe click here http://talkwithwebvisitor.com/unsubscribe.aspx?d=blondie.lv
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Julia
maijs 26, 2020I messaged previously about how explainer videos became an absolute must for every website in 2020. Driving relevant traffic to your site is hard enough, you must capture this traffic and engage them!
As you know, Google is constantly changing its SEO algorithm. The only thing that has remained consistent is that adding an explainer video increases website rank and most importantly keeps customers on your page for longer, increasing conversions ratios.
My team has created thousands of marketing videos including dozens in your field. Simplify your pitch, increase website traffic, and close more business.
Should I send over some industry-specific samples?
Email: julia.f@explainyourbiz.com
Website: http://explainyourbiz.com - Reply Jūsu komentārs gaida moderāciju
Tara
maijs 16, 2020Hey – I was checking out your site and I’m impressed with how clean and professional it looks.
Adding video to your website has become an absolute MUST. Even something basic that clearly defines exactly what it is you’re offering & why work with your company vs competitors…
My team, based out of Toronto, Ontario and California, creates quality animated explainer videos. Our award-winning videos are proven to increase customer engagement and decrease user bounce rate.
Email me back for some explainer video samples, pricing, or just to say hi!
–Tara Campbell
Email: Tara.c@vidthebiz.com
Website: VidTheBiz.com - Reply Jūsu komentārs gaida moderāciju
Tara
maijs 4, 2020Hi, I reached out several months ago about how explainer videos and the unique issues they solve.
My team has created thousands of marketing videos including dozens in your field.
As you know, Google is constantly changing its SEO algorithm. The only thing that has remained consistent is that adding an explainer video increases website rank and most importantly keeps customers on your page for longer, increasing conversions ratios.
Simplify your pitch, increase website traffic, and close more business.
We are providing special offers to Business Owners. Should I send over some industry-specific samples?
–Tara Campbell
Email: Tara.c@vidthebiz.com
Website: http://www.vidthebiz.com - Reply Jūsu komentārs gaida moderāciju
Jacquelyn
maijs 2, 2020こんにちは
ELFDOLLは、欧州連合の環境管理材料を採用したリーズナブルなセックスドールTPEシリコンセックスドールメーカーです。私たちが目指しているのは、日本の革新的なものづくりから生まれたプレミアムセックスドールが、大人の寂しさを解消するお手伝いをすることです。
ElFDOLLは、高齢者の人形ファンによって生成されたブランドの新しいエンティティ人形のブランドの内陸であるRuminasu合資会社のサブブランドです。
無秩序な人形の低静水圧業界では、我々はオプションです。私たちは、お客様の健康が保証され、セキュリティを確保するために、欧州連合の標準に準拠した製品を利用することを主張するために費用を上昇させることに消極的ではありません。我々は、3回の労働は、人形のためのより豪華なメイクアップをペイントするためのキャリアよりもあなたの背中を設定して投資することに消極的ではありません。
より理想的な体の曲線を求めるために、我々は非常に最高の金型を作成するために、業界最高の金型とカビマスターを利用することを要求し、確かに、我々はさらに、業界で最も費用対効果の高いマッチング人形を達成するために、優れた品質の同時にクエストを目指しています。
私たちは本当に妖精の人形がちょうどセックス機能のためであることを願っていない、エルフの人形はあなたの側で一緒に来るあなたのソウルメイトになることができることをさらに願っています。
我々は、この期間の傑作を開発するために、現在の4D技術革新と初期のTPEを統合し、また、我々は確かに人生のためにあなたをお待ちしております。
注：TPE製品は、EUの食品だけでなく、薬の安全性とセキュリティの認定を通過している、オイルスリックなし、においなし、超ソフト、高耐久性私達の公式サイト: http://www.elfdoll.net
お問い合わせ：us@elfdoll.net - Reply Jūsu komentārs gaida moderāciju
Martin
aprīlis 16, 2020Hi,
I came across your page and thought you may be interested in our blog writing services.
I work with a team of dedicated native English copywriters and over the last 10 or so years we have produced thousands of content pieces in almost every vertical.
We possess bucket loads of experience in website copy writing, article writing, blog post writing, press release writing and any kind of writing in general.We can produce 5000 words every day. All our write ups are unique, meticulously written and pass copyscape premium plagiarism tests.
We will be happy to partner with your firm by offering professional content writing services to your customers.Let me know if I should send some past samples.
Kindest regards,
Marketing Manager
Skype account: patmos041 - Reply Jūsu komentārs gaida moderāciju
google
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oprolevorter
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Jevgēnijs Tihonovs