ࡱ> rtqvwa[$bjbj ΐΐE ! ! ! !$1!1!1!P!"T1!@ri"""""p#p#p#ppppppp$"tvp !p#p#p#p#p#p ! !""q D,D,D,p#V !" !"pD,p#pD,D,_5h"ay1!%!eFpr<@rgedw^+vdw5hdw !5h|p#p#D,p#p#p#p#p#pp+pp#p#p#@rp#p#p#p#dwp#p#p#p#p#p#p#p#p# :( Faze implementacije i funkcionalnosti CRM-a Allen Brodari Sadr~aj  Napredno upravljati odnosima s korisnicima, prepoznavati potrebe korisnika, jednostavno i efikasno upravljanje procesima i uspostavljanje procesa upravljanja podacima integrirani s ostalim sustavima telekom operatora, zna i implementirati CRM. U radu su analizirane faze implementacije i funkcionalnosti CRM-a ato direktno utje e na rjeaavanje konkretnih poslovnih potreba, automatizaciju procesa i analiziranja potreba poslovanja u svrhu kvalitetnog upravljanja korisni kim uslugama i procesima CRM-a na svim razinama tijekom i nakon implementacije CRM-a. Klju ne rije i  analiza i dizajn CRM-a, CRM, implementacija CRM, funkcionalnosti CRM-a, Uvod U naprjeenje operativnih procesa, upravljanje odnosima s korisnicima i prepoznavanje potencijalnog korisnika od prodaje i marketinga, isporuke usluge, uspjeane aktivacije usluge i po etka naplate usluge korisniku pa do odr~avanja, tehni ke podrake i aktivne brige o korisnicima, prati implementaciju CRM-a (customer relationship management - upravljanje odnosima s korisnicima) u sustav telekom operatora, integrirajui se u sustav gradei vrste odnose s korisnicima. Uspjeano uvoenje CRM-a predstavlja kompromis na dvije razine: koliko ulo~iti u odnose s korisnikom i do koje razine detalja koristiti tehnologiju. Uspjeh CRM-a zapo inje u kriti noj to ci implementacije, odnosno u onoj to ci gdje znamo ato ~elimo, zaato ~elimo i u kojim okvirima to mo~emo postii. U dizajnu kriti nih to aka CRM implementacije, u svakom trenutku mora se predvidjeti na in pribavljanja podataka, motivacija djelatnika, mogunost akvizicije i zadr~avanja korisnika da ustupi i osigura sve potrebne podatke korisniku vezane za prodaju, isporuku, odr~avanje i podraku uslugama. Potrebno je pronai efikasnu integraciju svih podataka u tehnoloaki temeljenom upravljanju odnosima s korisnicima. U planiranju, analizi i dizajnu i tijekom procesa implementacije CRM-a po~eljno je dati vee zna enje ljudskim resursima jer oni su odlu ujua snaga koja proizlazi iz shvaanja va~nosti ovjeka i njegova potencijala kao nositelja poslovnog uspjeha i razvoja. Kroz stalnu edukaciju ljudski potencijal postaje vrjedniji, a telekom operator CRM-om poveava znanje, stru nost i vrijednost djelatnika. Ono te~i poboljaanju svojih poslovnih procesa s kontinuiranom edukacijom djelatnika. Kvaliteta usluge nije viae jedini najva~niji segment i ne radi samo o tome jesu li korisnici zadovoljni uslugama koje telekom operatori nude, nego postaje sve va~nije usredoto iti se na odnose s korisnicima tijekom korisni kog ~ivotnog ciklusa. Puno te~e i skuplje je pridobiti novog korisnika nego zadr~ati postojeeg u cilju poboljaanja operativnih procesa i procedura telekom operatora, a u tom segmentu analiza postojeeg i budueg stanja, dizajn poslovnih i upravlja kih procesa i funkcionalnosti CRM-a imaju odgovornost uspjeano implementirati CRM sustav. CRM podr~ava kompletni ~ivotni ciklus korisnika od: marketinga prodaje usluge poslije prodajne podrake instalacije i aktivacije usluge podraka i odr~avanje usluge naplata usluge priznavanje prihoda nadogradnja i promjene usluga deaktivacija korisnika Baviti se upravljanjem odnosima s korisnicima bez obzira na veli inu telekom operatora ili tr~ianog udjela koji na tr~iatu taj telekom operator ima upoznaje potencijalne korisnike sa svojim uslugama, pronalazi nove korisnike i odr~ava postojeu korisni ku bazu koji koriste usluge i osigurava kvalitetnu podraku i brigu o korisnicima kako bi opstali na tr~iatu u liberaliziranim regulatornim uvjetima. Cilj i svrha rada CRM daje podraku svim korisni ki orijentiranim poslovnim procesima, prodajno orijentiranim aktivnostima, marketingu, isporukama i odr~avanju te odnosu s korisnikom i podraka korisnicima, ispunjavanje korisni kih zahtjeva te prepoznavanje njihovih potreba. Izravno i u naju~oj vezi s problemom i postavljenom hipotezom determinirani su svrha i ciljevi istra~ivanja, a primijenjeni su znanstveni pristup problematici metodom deskripcije i induktivna i deduktivna metoda. Svrha rada je analizirati, dizajnirati i produbiti spoznaje o prepoznavanju potreba korisnika, funkcionalnostima, implementaciji i organizaciji CRM-a, u liberaliziranim uvjetima poslovanja telekom operatora ato dovodi do poveanja uspjeanosti poslovanja i odnosa s korisnicima (slika 1). Organizacijom CRM po modulima omoguava se jednostavnost upravljanja procesima jer je u CRM integriran cijeli proces kontakata s korisnikom, od inicijalnog kontakta do krajnje kupovine usluge, marketinga, isporuke, odr~avanja i cijeli niz procesa upravljanja korisni kim uslugama koji je integriran s ostalim sustavima telekom operatora. CRM rjeaenja podr~avaju sljedee module: modul kontaktnog centra modul prodaje modul marketinga modul isporuke usluge modul odr~avanja usluge i tehni ka podraka modul upravljanja korisni kim uslugama i zahtjevima modul customer care modul statistika i izvjeataja Cilj rada je formulirati karakteristike svih aspekata za uvoenje i implementaciju kroz model i faze implementacije CRM-a i funkcionalnosti sustava u okru~enju prodaje, marketinga, isporuke i odr~avanja i upravljanja korisni kih usluga.  EMBED Visio.Drawing.11  Slika 1.: Funkcionalnosti, implementacija i organizacija CRM-a Va~nost funkcionalnosti CRM-a i va~nost implementacije dokazuje tezu o CRM-u kao trajnoj inicijativi u kvalitetnom upravljaju korisni kim uslugama i zahtjevima u svrhu poveanja uspjeanosti poslovanja i obrade zahtjeva korisnika, ato zna i: unaprijediti i automatizirati sve procese (pozivnog centra, prodaje, marketinga, isporuke, odr~avanja, podrake i upravljanje korisni kim uslugama) jedinstvena baza svih poslovnih aktivnosti korisnicima analiza poslovanja pojedenih procesa kvalitetna statistika, izvjeatavanje i analiza trendova Faze implementacije CRM-a CRM omoguava odvijanje poslovnih procesa, zahtijeva analizu, dizajn i implementaciju poslovnih procesa, meusobnih veza i odnosa izmeu poslovnih procesa, koje se prepoznaju kao osnovice za kontinuirano poboljaanje kvalitete poslovnih procesa i odnosa s korisnikom. Pod utjecajem dinami nog razvoja s jedne te kvalitetnih procesnih i podatkovnih modela s druge strane, potrebno je odabrati odgovarajuu CRM aplikaciju, a u obzir se mogu uzeti sljedei elementi: kvalitetan podatkovni model fleksibilna aplikacijska razina automatizacija procesa intuitivno korisni ko su elje Pristup CRM-u kree iz poslovnih ciljeva i strategije koji su mjerljivi i jasno artikulirani. Implementacijom CRM-a posti~e se sposobnost segmentacije korisni ke baze i praenje rada sa korisnicima, prepoznavanje njihovih potreba i poveanje uspjeanosti ciljanih prodajnih i marketinakih kampanja te isporuke, odr~avanja i podrake korisnicima. Pri izra~avanju jasno izra~enih ciljeva potrebno je razmotriti dugoro ne potrebe upravljanja korisnicima i odnosa s korisnicima i zapo eti s analizom i dizajnom sustava. CRM rjeaava problem kako korporativnom strategijom ostvariti tr~ianu poziciju poboljaanjem odnosa s korisnikom i time kvalitetu usluge ne prikazuje samo u tehni kom smislu nego u i smislu kvalitetnog upravljanja korisni kim zahtjevima i upravljanje uslugama korisnika, tako da posti~emo efikasniju kontrolu: upravljanja korisni kim uslugama upravljanja korisni kim zahtjevima upravljanja korisni kom podrakom  kontaktni centar upravljanja isporukom i odr~avanja korisni kih usluga upravljanja prodajom i marketingom upravljanja korporativnim ciljevima upravljana u incima, klju ni pokazatelj poslovanja (key performance indicator, KPI) upravljanja prihodima Fazu analize i dizajna predstavlja dokument koji se izrauje na temelju dokumentacije koja prati pojedine podfaze analize i dizajna u poslovnom, operativnom i mre~nom dijelu. Svrha dokumenta je definiranje svih funkcionalnih i tehni kih zahtjeva na pojedine komponente i ukupni sustav, a na temelju definiranih zahtjeva dokument prikazuje dizajn sustava koji e se implementirati. Na temelju dokumenta provesti e se faza implementacije, a analiza i dizajn slu~e kao podloga za fazu testiranja i edukacije. Izbor CRM tehnologije dolazi nakon analize postojeeg stanja, pri dizajnu CRM rjeaenja. Dizajn je naj eae kriti na to ka CRM implementacije jer je to budue rjeaenje koje kree od jasno definiranih ciljeva telekom operatora koji proizlaze iz vizije i postavljenih strateakih smjernica. Arhitektura, opis rjeaenja i poslovni procesi uzimaju se u obzir pri analizi postojeeg stanja kao i regulativne, financijske i tehnoloaka ograni enja postojee poslovne kulture, sadaanjih navika i ustaljenih poslovnih procesa te dostupnog znanja o korisnicima. Proces dizajna po tome mo~e biti i dvosmjeran, jer je iznimno va~no uva~iti postojee navike djelatnika i korisnika te motivacije pojedinih odjela i pojedinaca unutar telekom operatora, kako bi se osigurala uspjeana implementacija CRM-a. 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( RpSymbolTimes New Roman Symbolx=|p|m|Z|m|m " 0w&x|p|m|w !T)w 0wm "dv% TT58AA5LP% FtEMF++@ *@$BB6AEC6@@4 >'???FEMF++@ *@$BB6AEC@D8>TIMES NEW ROMAN6@XLanaliza isporuke i odr~avanja?'??'??'?-?'?5?'?>?'?M?'?5[?'?5c?'?l?'?x?'?F?'?F?'??'??'??'?ന?'?ബ?'?&?'?&?'?&?'?&?'?z?'??'??'??'??'??'?:?'???   ( RpTimes New RomanSymbol Times w Roman=|p|m|Z|m|m # 0w&x|p|m|w !T)w 0wm #dv% TMAAMLanaliza isporuke i odr~avanja% FEMF++@ *@$BB6AEC@0$>SYMBOL6@@4;>[???   ( RpSymbolTimes New Roman Symbolx=|p|m|Z|m|m $ 0w&x|p|m|w !T)w 0wm $dv% TT58AA5LP% FtEMF++@ *@$BB6AEC6@@4 >[???FEMF++@ *@$BB6AEC@D8>TIMES NEW ROMAN6@xanaliza ?[??[??[?-?[?5?[?>?[?M?[?5[?[???   ( RpTimes New RomanSymbol Times w Roman =|p|m|Z|m|m % 0w&x|p|m|w !T)w 0wm %dv% T|MmAAML\analiza % F<0EMF++@ *@$BB6AEC@D8>TIMES NEW ROMAN6@ customer care5c?[?iq?[?ഀ?[??[?`?[?`?[??[??[?B?[?B?[?\?[?\?[??[???   ( RpTimes New RomanTimes New Roman SymbolX=|p|m|Z|m|m & 0w&x|p|m|w !T)w 0wm &dv% TqAAq Lhcustomer care % FEMF++@ *@$BB6AEC@D8>TIMES NEW ROMAN6@@4-?[???   ( RpTimes New RomanTimes New Roman Times w Romanx=|p|m|Z|m|m ' 0w&x|p|m|w !T)w 0wm 'dv% TTAALP-% FtEMF++@ *@$BB6AEC6@@4a?[???   % TTAALPa% FEMF++@ *@$BB6AEC@0$>SYMBOL6@@4;>@???   ( RpSymbolTimes New Roman Times w Romanx=|p|m|Z|m|m ( 0w&x|p|m|w !T)w 0wm (dv% TT58AA5LP% FtEMF++@ *@$BB6AEC6@@4 >@???FEMF++@ *@$BB6AEC@D8>TIMES NEW ROMAN6@kriti ne to ke sustava?@??@?E?@?)$?@? -?@?5?@?%D?@?%T?@?Yb?@?Yj?@?=s?@??@?จ?@?ฐ?@?җ?@?қ?@? ?@? ?@?F?@?ิ?@?һ?@??@???   ( RpTimes New RomanSymbol Times w Roman(=|p|m|Z|m|m ) 0w&x|p|m|w !T)w 0wm )dv% TMAAMLxkriti ne to ke sustava% FEMF++@ *@$BB6AEC@0$>SYMBOL6@@4;>???   ( RpSymbolTimes New Roman Symbolx=|p|m|Z|m|m * 0w&x|p|m|w !T)w 0wm *dv% TT58AA5LP% FtEMF++@ *@$BB6AEC6@@4 >???FEMF++@ *@$BB6AEC@D8>TIMES NEW ROMAN6@\P7konsolidacija i efikasna integracija s drugim sustavima???? ??0??=??M??U??^??n?? }??ࠅ??????????????*??~?????? ??D??D??^??^??????B??\??\??pX@?p@?pr@?p @?p @?pq@?pq@?p@?p@?p@?p8@?p8!@?p8%@?pq'@?p-@?p/@?p2@?p6@?p9@?p<@?p?@?pC@?pE@?pL@???   ( RpTimes New RomanSymbol Times w Romanx=|p|m|Z|m|m + 0w&x|p|m|w !T)w 0wm +dv% TMLAAM7Lkonsolidacija i efikasna integracija s drugim sustavima  % FEMF++@ *@$BB6AEC@0$>SYMBOL6@@4;>???   ( RpSymbolTimes New Roman Symbolx=|p|m|Z|m|m , 0w&x|p|m|w !T)w 0wm ,dv% TT58AA5LP% FtEMF++@ *@$BB6AEC6@@4 >???F\PEMF++@ *@$BB6AEC@D8>TIMES NEW ROMAN6@*etapna implementacija po fazama iz analize??????%??5??E??T??\??e??}????d??~???? ?? ??|??????"??????????????????6??p@?p@?pn @?pn @?p@?p4@?p4@?p@?p@?pN @?p"@?p$@?pM(@???   ( RpTimes New RomanSymbol Times w Romanx=|p|m|Z|m|m - 0w&x|p|m|w !T)w 0wm -dv% THMAAM*Letapna implementacija po fazama iz analize   % FEMF++@ *@$BB6AEC@0$>SYMBOL6@@4;>)???   ( RpSymbolTimes New Roman Symbolx=|p|m|Z|m|m . 0w&x|p|m|w !T)w 0wm .dv% TT5 8.AA5,LP% FtEMF++@ *@$BB6AEC6@@4 >)???FEMF++@ *@$BB6AEC@D8>TIMES NEW ROMAN6@h\debug?)??)??)?.?)?>?)???   ( RpTimes New RomanSymbol Times w Roman =|p|m|Z|m|m / 0w&x|p|m|w !T)w 0wm /dv% TlM i.AAM,LXdebug% FEMF++@ *@$BB6AEC@D8>TIMES NEW ROMAN6@@4-N?)???   ( RpTimes New RomanTimes New Roman Symbolx=|p|m|Z|m|m 0 0w&x|p|m|w !T)w 0wm 0dv% TTj l.AAj,LP-% FEMF++@ *@$BB6AEC6@'iranje problema prilikom implementacijeyY?)?]b?)?m?)?9{?)??)??)?(?)?(?)?(?)?|?)?|?)?|?)??)??)?z?)??)??)??)??)?Z?)??)?>?)?>?)?p@)?pX@)?pX@)?p @)?p@)?p@)?p@)?p@)?p @)?pV$@)?pV(@)?p*@)?p.@)?p1@)?p3@)?p6@)???   % T8n ).AAn,'Liranje problema prilikom implementacije    % FEMF++@ *@$BB6AEC@0$>SYMBOL6@@4;>@??   ( RpSymbolTimes New Roman Times w Romanx=|p|m|Z|m|m 1 0w&x|p|m|w !T)w 0wm 1dv% TT5.8<AA5:LP% FtEMF++@ *@$BB6AEC6@@4 >@??FEMF++@ *@$BB6AEC@D8>TIMES NEW ROMAN6@0$testiranje modul po modul?@ ?@?@)$?@ -?@5?@@?@N?@^?@g?@u?@}?@d?@d?@d?@d?@֧?@֫?@ֳ?@ֻ?@ֿ?@H?@H?@H?@H?@??   ( RpTimes New RomanSymbol Times w Roman8=|p|m|Z|m|m 2 0w&x|p|m|w !T)w 0wm 2dv% TM.<AAM:Ltestiranje modul po modul  % FEMF++@ *@$BB6AEC@0$>SYMBOL6@@4;>@H@??   ( RpSymbolTimes New Roman Symbolx=|p|m|Z|m|m 3 0w&x|p|m|w !T)w 0wm 3dv% TT5<8JAA5HLP% FtEMF++@ *@$BB6AEC6@@4 >@H@??FEMF++@ *@$BB6AEC@D8>TIMES NEW ROMAN6@L@prijava i rjeaavanje greaaka?@H@?@H@E?@H@)$?@H@ -?@H@A;?@H@AK?@H@uY?@H@ua?@H@Yj?@H@Yr?@H@}?@H@?@H@ ?@H@F?@H@`?@H@`?@H@z?@H@z?@H@?@H@?@H@?@H@?@H@Z?@H@t?@H@?@H@?@H@?@H@??   ( RpTimes New RomanSymbol Times w Roman=|p|m|Z|m|m 4 0w&x|p|m|w !T)w 0wm 4dv% TM<JAAMHLprijava i rjeaavanje greaaka% FEMF++@ *@$BB6AEC@0$>SYMBOL6@@4;>@??   ( RpSymbolTimes New Roman Symbolx=|p|m|Z|m|m 5 0w&x|p|m|w !T)w 0wm 5dv% TT5K8YAA5WLP% FtEMF++@ *@$BB6AEC6@@4 >@??FEMF++@ *@$BB6AEC@D8>TIMES NEW ROMAN6@D8nove poboljaane instalacije?@?@ ?@0?@>?@F?@V?@f?@v?@h?@ڇ?@L?@?@࠙?@ࠡ?@ຨ?@ຬ?@,?@,?@f?@?@?@d?@~?@?@ ?@|?@??   ( RpTimes New RomanSymbol Times w Roman=|p|m|Z|m|m 6 0w&x|p|m|w !T)w 0wm 6dv% TMKYAAMWLnove poboljaane instalacije% FEMF++@ *@$BB6AEC@0$>SYMBOL6@@4;>p{$@??   ( RpSymbolTimes New Roman Symbolx=|p|m|Z|m|m 7 0w&x|p|m|w !T)w 0wm 7dv% TT5Y8gAA5eLP% FtEMF++@ *@$BB6AEC6@@4 >p{$@??FtEMF++@ *@$BB6AEC@D8>TIMES NEW ROMAN6@edukacija djelatnika?p{$@?p{$@?p{$@.?p{$@>?p{$@M?p{$@9[?p{$@d?p{$@m?p{$@5{?p{$@?p{$@?p{$@ ?p{$@&?p{$@?p{$@ಠ?p{$@$?p{$@$?p{$@?p{$@?p{$@??   ( RpTimes New RomanSymbol Times w Roman=|p|m|Z|m|m 8 0w&x|p|m|w !T)w 0wm 8dv% TMYgAAMeLtedukacija djelatnika% FEMF++@ *@$BB6AEC@0$>SYMBOL6@@4;>.@??   ( RpSymbolTimes New Roman Symbolx=|p|m|Z|m|m 9 0w&x|p|m|w !T)w 0wm 9dv% TT5h8vAA5tLP% FtEMF++@ *@$BB6AEC6@@4 >.@??F<0EMF++@ *@$BB6AEC@D8>TIMES NEW ROMAN6@ izrada uputa?.@ ?.@?.@]"?.@0?.@@?.@N?.@V?.@^?.@n?.@~?.@b?.@ԋ?.@??   ( RpTimes New RomanSymbol Times w RomanX=|p|m|Z|m|m : 0w&x|p|m|w !T)w 0wm :dv% TMhvAAMt Lhizrada uputa% FEMF++@ @@4 ף>@8, AiCA]C$AWClAQC{AQCAQCAQCGAQCNAQC>{ZCQCaCQC7{fC]RLC>{fCűEC>{fCEC>{fCEC>{fCEC6{fCBRLCkCQC#{rCQC,{rCQC5{rCQC={rCQC>{rCQCCQCCQCCWCC]CC]CC]CC]CC]CCiC@$$==_888% % ;6 X4r  W W W W Y$W  XL  h h\ h\ h\ h\ h  ( ( ( ( Y$( z X4 :r : : : : Y$: :<@% % $$AA( FEMF+@@4 ף>@8, A8CA8C$AڪClA5C{A9CA9CA9CGA9CNA8C>{ZC8CaC5C7{fC9C>{fC,C>{fC0C>{fC4C>{fC8C6{fC9CkC{rC8CC8CC@$$==_888% % V@9|X \\3``3\% % $$AA( FEMF+*@$BB9 jB܊C@D8=TIMES NEW ROMAN6@ Prodaja i >E>&J>E> p>E>w>E>>E>)>E>>E>7>E>?E>?E>??   ( RpTimes New RomanTimes New Roman SymbolH =|p|m|Z|m|m ; 0w&x|p|m|w !T)w 0wm ;dv% TH(o5AAH3 L`Prodaja i % FEMF++@ *@$BB9 jB܊C6@ Marketingh=>N>>>>>>>>S>>!>>>>?>??   % TD4oAAAD? 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