Awo ndi mawu olimba mtima, sichoncho? M'malingaliro mwanga sichoncho. Titha kunena kuti popeza digito yakhudza makampani kwambiri, CRM idakhazikitsidwa ndi ukadaulo wazidziwitso - chifukwa chidziwitso ndichofunikira kuti makasitomala anu akhale okhutira komanso osangalala. Zilibe kanthu ngati mumangokhala wosewera wamba wamba kapena kuyesa mwayi wanu padziko lonse lapansi; Popanda ukadaulo wofunikira wothandizira ogwira ntchito anu omwe ali ndi udindo wokhudzana ndi Makasitomala, simukuyenera kudzuka. Chifukwa chake, mawu olimba mtima; ITSM lipenga CRM.
Zosiyana koma mwina osati zochuluka
Ngakhale ITSM imatha kuyima payekhapayekha pakampani, mwachitsanzo chakumbuyo kuti igwiritse ntchito ukadaulo wazakunyumba ndikutsimikizira kuyenda bwino, CRM sichoncho ayi. Zowona, tanthauzo la zilembo zonse sizingafanane, komabe CRM iliyonse ili ndi gawo la Incident Management kapena gawo la Service Request Fulfillment. Mwina onse awiri.
Chidule cha zotheka CRM mbali
Ngakhale cholowa ku ITSM. Komabe, onse amadalira kwambiri (m'badwo wa lero) paukadaulo wazidziwitso wopereka chidziwitso chofunikira kuti athe kuyankha moyenera zosowa ndi zofuna za makasitomala. Ngakhale ndikutenga nawo gawo kwapa media media (ie, Twitter, Facebook), ukadaulo wazidziwitso ndi womwe umafotokozera ndikuchepetsa chidziwitso chambiri chomwe chikufikira Gulu Loyankhulana ndi Amakasitomala. Part zabwino CRM athe:
- Yankhani mafunso omwe mwasuta / kufunsa munthawi yake
- Gawani zidziwitso (mwachitsanzo, kampeni yatsopano) padziko lonse lapansi popanda kuzengereza
- Yankhani nkhani zatsopano mwachangu momwe zingathere
- Musatero kutalikitsa zovuta zomwe zikuchitika moyenera ndikuwadziwitsa makasitomala
- Gwiritsani ntchito bwino ponse pazachuma komanso pantchito
Palibe ma unicorn omwe angakuthandizeni kukula popanda dongosolo
Kuti mutha kukwaniritsa zomwe tafotokozazi komanso kuti muzisamalira komanso kusintha, muyenera kudalira ITSM. Ndikugwiritsa ntchito mawonekedwe abwino kwa kasitomala / wogwiritsa ntchito kumapeto, zidzakhala zosavuta kukulira, kuyankha ndikugwira bwino ntchito zamtundu uliwonse. Osati zochitika zonse zomwe zingadzithetsere kukhala unicorn wokongola yemwe amawunikira dziko lanu. ITSM ikhoza kukutsimikizirani;
- Nthawi yoyankha kwambiri mosasamala kanthu za funso la kasitomala / womaliza
- Wokhoza kugwira ntchito bwino popanda kufunika kochulukirapo (mwachitsanzo, kumasula chuma)
- Lowetsani kukhazikitsa ntchito zodzifunira zopempha malo wamba ndi zina
- Chitsanzo chabwino ndi Knowledge Base (kaya Community kapena Company lotengeka, mwina ngakhale wosakanizidwa onse)
- Kukhazikitsa njira zoyendetsera ntchito moyenera, motero kukulitsa zokolola zonse
- Kupanga mitsinje yogwira bwino ntchito ndi gawo la ITSM (mwachitsanzo, SL1 kudzera pa SL3 motsatana Call Center, Reclamation Team, ndi Product Management)
- Yosankha kuwonjezera zipilala zina za ITSM ngati kuli kofunikira ndipo ngati zingatheke
Chidule cha ITIL (chimango cha ITSM)
Mutha kupanga ndikukhazikitsa njira zogwirira ntchito ndikuzisintha moyenera kotero kuti mudzakwanitsa kuchita bwino kwambiri ndi zinthu zochepa zomwe mwapeza (mwachitsanzo, ogwira ntchito) kwinaku mukukhalabe ndi khalidwe labwino komanso akatswiri. Mukafika ku gawolo, cholinga ndikukhazikitsa machitidwe abwino pakampani yonse, kuti mosalekeza kusintha pa magwiridwe antchito, chifukwa chake muchepetse kulumikizana kwamanja - automation ndiye mfumu ya phiri.
kutseka
M'malingaliro mwanga modzichepetsa sikuthekanso - zikande kuti ... sizingatheke kusewera pamlingo waukulu wakomweko, motsatana padziko lonse lapansi popanda maziko olimba, olimba a ITSM. Ndicho chifukwa chake wina akhoza - mokwiya - kunena kuti popanda ITSM, palibe CRM.
Kusayina.
Nkhani ya alendoyi yaperekedwa ndi a Michael Schulz, oyang'anira ntchito ndi akatswiri pautumiki ku i: FAO. Mutha kudzamuyendera Twitter ndi LinkedIn kuti mumve zambiri.
Chithunzi chojambula: Scott Keelin / Annant2015 / Bgrigorov
Chidziwitso cha Mkonzi: Nkhaniyi imawerengedwa kuti ndi lingaliro kutengera zokumana nazo. Mawonekedwe sangafanane kulikonse.
