soxumis saxelmwifo universiteti

mwvavea konkurancia, miT ufro aucilebeli xdeba biznes-procesebisavtomatizireba. msoflio praqtikaSi ukve gamocdiliada gamoiyeneba biznes-sistemebi, romlebic organizaciis saqmianobisyvela sferos moicaven — finansuri aRricxva-analizidandawyebuli, warmoebis procesiTa da personalis marTviT dam-Tavrebuli. es sistemebi cnobilia ERP — korporaciuli resursebismarTvisa da dagegmvis sistemebis (Enterprise Resourse Planning),CRM — klientebTan urTierTobis marTvis sistemebis (CustomerRelationship Management) da sxva saxelebiT.CRM — sistema klientze orientirebuli sainformacio sistemaa,romelic erTis mxriv klientebis dakmayofilebasa da maTSenarCunebas emsaxureba, xolo meores mxriv, uzrunvelyofskompaniis saqmianobis optimizacias.arsebobs mravalferovani literatura da masala, romeliceZRvneba klientebTan urTierTobis marTvis sistemas. 1 maT-Si CRM -is ganmaretebebi sam ZiriTad aspeqtSi erTiandeba: teqnologiebSi; klientis sasicocxlo ciklSi; strategiebSi.teqnologiurad CRM sistema gayidvebisa da klientebTanmuSaobis mTlian cikls emsaxureba. momxmareblis sasicocxlocikls CRM oTx fazaSi ganixilavs: mozidva, garigebebis dadeba,momsaxureba da mxardaWera, gafarToveba. CRM-is strategia kimimarTulia kompaniis konkurentuli upitratesobis Seqmnazeda misi Rirebulebis zrdaze. 2efeqturi, Rirebulebaze orientirebuli CRM — sistemisstrategiul amocanebs miekuTvneba: kompaniis reorganizacia kadrebTan, menejmentTan, infrastruqturasTanda procesebTan mimarTebaSi; gayidvebis, Semosavlebis zrda; samomxmareblo gamocdilebis gaumjobeseba; momxmareblebze monacemTa bazis SenarCuneba da misigafarToveba; momxmarebelTa loialurobis donis gazrda; produqtuli inovaciis gaumjobeseba; gayidvebis aRricxvis gaumjobeseba;1 Vince Kellen. CRM Measurement Framevorks. march, 2002, gv. 3, eleqtron.versia: http://www.performance-measurement.net/assets/bluewolf/Article_0403.pdf.Lawrence Ang, Francis A. Buttle. ROI on CRM: A customer-journey approach, gv. 2,eleqtron. versia: http://www.impgroup.org/uploads/papers/4225.pdf2 CRM Internation across Marketing. Sales, and Servise. December, 2002, gv.15. —www.siebel.com.67