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Разработан проект внедрения CRM-системы для предприятия автомобильной отрасли для сокращения времени обслуживания клиентов. Дана характеристика предприятия, проведен стратегический анализ и выявлены основные проблемы. Для решения проблем предложен проект внедрения CRM-системы. Рассмотрены общие понятия и классификации CRM-систем, выявлены требования к CRM-системе и проведен их анализ. Выбрана CRM-системы для внедрения с помощью оценки комплексных показателей. Выполнен логико-структурный анализ проекта, разработан график реализации проекта в Microsoft Project. Выполнен анализ рисков проекта и представлено его финансовое обоснование.
In the given work project of CRM-system implementation in automative company is stated to reduce the time of customer service. The characteristic of the company is given, a strategic analysis is carried out and the main problems are identified. The project of CRM-system implementation was proposed to solve the problems. General concepts and classifications of CRM systems are considered, requirements for a CRM system are identified and their analysis is carried out. A CRM-system was selected for implementation by assessing complex indicators. Logic-structural approach is made, a project implementation schedule was developed in Microsoft Project. The analysis of risks of the project was carried out and its financial justification was presented.
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