Icho chirevo chakashinga, handizvo here? Mune maonero angu hazviite saizvozvo. Mumwe anogona kuita nharo sezvo kudhijitari kwarova indasitiri zvakaomarara, iyo CRM yakavakirwa pane ruzivo rwetekinoroji - nekuti ruzivo rwakakosha kuchengetedza mutengi wako kugutsikana uye kufara. Izvo hazvina basa chaizvo kana iwe uchingova mutambi wemuno mukuru kana kuyedza rombo rako pasirese pasirese; Pasina iyo inodikanwa ruzivo rwetekinoroji kutsigira yako tsvimbo inova inoenderana neCustomer Relation, iwe uri mune yakashata kumuka. Nekudaro, chirevo chakashinga; ITSM inoridza CRM.
Zvakasiyana asi pamwe kwete nekuwanda
Nepo ITSM ichigona kumira yega mukati mekambani, semuenzaniso kumashure kubata tekinoroji yeruzivo rwemuimba uye kuvimbisa mashandiro akanaka, CRM haina kudaro. Chokwadi, iyo tsananguro yemapfupikiso ese ari maviri haigone kuenderana, asi CRM yega yega ine chingangove chikamu cheIzviitiko Management kana seSevhisi Kumbira Kuzadzikiswa chikamu. Pamwe kunyangwe zvese zviri zviviri.
Muchidimbu zvinogoneka CRM zvinhu
Kana nhaka inowana ITSM. Nekudaro, vese vari vaviri vanovimba zvakanyanya (muzera razvino) pane ruzivo rwetekinoroji ichipa iyo data inodiwa kuti ipindure nenzira kwayo kune zvinodiwa nevatengi nezvido Kunyangwe nekugara kuchikura kubatanidzwa kwemagariro enhau (kureva, Twitter, Facebook), ihwo ruzivo rwetekinoroji runodzora uye kuputsa huwandu hweruzivo rwuri kusvika kuCustomer Relations Team. chidimbu yezvakanaka CRM kukwanisa ku:
- Pindura kumubvunzo wemushandisi / kukumbira nenzira yakakodzera
- Govera ruzivo (kureva., Mushandirapamwe mutsva) padanho repasirese pasina kunonoka
- Pindura nyaya nyowani nekukurumidza sezvazvinogona
- Usaiti kuwedzera nyaya dziri kuenderera mberi zvisina kufanira uye chengetedza hwaro hwevatengi
- Shanda zvinobudirira zvese pahupfumi pamwe nehunyanzvi danho
Hapana maunicorn anogona kukubatsira kuyera pasina system
Kuti ukwanise kwete chete kuzadzisa zviri pamusoro asi zvakare kuchengetedza uye kunyange kugadzirisa pazviri, unofanirwa kuvimba nazvo ITSM. Nemaonero akanaka kune mutengi / wekupedzisira-mushandisi, inozove nyore nyore kuyera, kupindura uye nehunyanzvi kubata chero mhando mamiriro. Haasi ese mamiriro ezvinhu anozvigadzirisa ega kuti ive nyowani yakanaka nyati iyo inovhenekera nyika yako. ITSM inogona kukuvimbisa iwe;
- Yakakwira yekupindura nguva zvisinei nemubatsiri / wekupedzisira-mushandisi mubvunzo
- Inokwanisa kushanda zvine hunyanzvi pasina basa rekuwandisa (kureva, inosunungura zviwanikwa)
- Inroad mukumisikidza pachako-sevhisi kune akajairwa nzvimbo zvikumbiro uye nenyaya
- Semuenzaniso wakanakisa ndeyeSekuziva Base (ingave Nharaunda kana Kambani inotyairwa, pamwe kunyange musanganiswa wevaviri)
- Kugadzira zvimiro zvedanho kuyerwa mutoro webasa, nekudaro uchiwedzera huwandu hwehuwandu
- Kugadzira hova dzinoshanda dzebasa chikamu cheITSM (kureva., SL1 kuburikidza neSL3 zvichiteerana Call Center, Reclamation Team, uye Chigadzirwa Management)
- Sarudzo yekuwedzera dzimwe mbiru dzeITMM pazvinodiwa uye kana zvichizoshanda
ITIL (chimiro cheITSM) kuongorora
Iwe unozogona kuvandudza nekushandisa nzira dzakareruka dzebasa nekuzvigadzirisa pachidanho chekuti unozokwanisa kuwana hunyanzvi hwepamusoro zviwanikwa zvakapihwa (kureva, simba remunhu) uku uchichengetedza hunhu hwakanaka pamwe nehunyanzvi huwandu. Paunenge uchinge wasvika pachikamu icho, chinangwa ndechekumisikidza yakanakisa maitiro mukambani yese, ku ichienderera mberi nekuvandudza pamusoro penzvimbo dzekushandisa dzinoitwa, saka dzikisira kudyidzana kwebhuku - otomatiki ndiye mambo wegomo.
Kuvharwa
Semaonero angu ekuzvininipisa haichakwanisike - gadzira kuti… hazvichakwanise kutamba padanho hombe remuno, zvichiteerana pasirese pasiti yakanaka, hwaro hwakasimba hweITMM. Ndosaka mumwe achigona - zvineshungu - kutaura kuti pasina ITSM, hapana CRM.
Kusaina kure.
Ichi chinyorwa chevaenzi chakapihwa naMichael Schulz, maneja weprojekti uye nyanzvi yekuita basa paI: FAO. Unogona kumushanyira pa Twitter uye LinkedIn kune rumwe ruzivo.
Photo credit: Scott Keelin / Annant2015 / Bgrigorov
Edhisheni yekuzivisa: Chinyorwa ichi chinoonekwa sechirevo chakanangana nezviitiko zvako. Mapurani haana kufanana kwese kwese.
