Leso isitatimende esinesibindi, akunjalo? Ngokubona kwami akunjalo. Umuntu angaphikisa njengoba ukwenziwa kwedijithali kuyishaye kakhulu imboni, ukuthi i-CRM isekelwe kubuchwepheshe bolwazi - ngoba ulwazi lubalulekile ukuze ugcine ikhasimende lakho lanelisekile futhi lijabule. Akusho lutho ngempela uma ungumdlali wasendaweni omkhulu noma uzame inhlanhla yakho emhlabeni jikelele; Ngaphandle kobuchwepheshe bolwazi obudingekayo ukuze usekele abasebenzi bakho abanomthwalo wemfanelo woBudlelwane Bekhasimende, ubhekene nokuvuka kabi. Ngakho, isitatimende esinesibindi; I-ITSM iphakamisa i-CRM.
Okuhlukile kodwa mhlawumbe hhayi kakhulu
Nakuba i-ITSM ikwazi ukuzimela yodwa enkampanini, isibonelo ngemuva ukuphatha ubuchwepheshe bolwazi lwangaphakathi nokuqinisekisa ukusebenza kahle, i-CRM akunjalo. Yiqiniso, incazelo yazo zombili izifinyezo ayinakuhlobana, nokho i-CRM ngayinye okungenani inengxenye Yokuphathwa Kwesigameko noma ingxenye Yokugcwalisa Isicelo Sesevisi. Mhlawumbe ngisho kokubili.
Ukubuka konke okungenzeka CRM izici
Futhi azikho ifa le-ITSM. Nokho, bobabili bathembela kakhulu (enkathini yanamuhla) kubuchwepheshe bolwazi obunikeza idatha edingekayo ukuze kuphenduleke ngokufanele ezidingweni nasezifisweni zamakhasimende. Ngisho nokubandakanyeka okukhula njalo kwenkundla yezokuxhumana (okungukuthi, i-Twitter, i-Facebook), ubuchwepheshe bolwazi obuhlathulula futhi buhlukanise inani elikhulu lolwazi olufinyelela Ithimba Lobudlelwano Bekhasimende. Ingxenye kokuhle CRM ukukwazi uku:
- Phendula imibuzo/izicelo zabasebenzisi ngesikhathi esifanele
- Sabalalisa ulwazi (okungukuthi, umkhankaso omusha) ezingeni lomhlaba ngaphandle kokulibala
- Phendula ezindabeni ezintsha ngokushesha okukhulu
- Musa andisa izindaba eziqhubekayo ngokungafanele futhi ugcine isisekelo samakhasimende sinolwazi
- Sebenza ngempumelelo kokubili ezingeni lezomnotho kanye nelomsebenzi
Awekho ama-unicorn angakusiza ukukala ngaphandle kwesistimu
Ukuze ukwazi ukufeza lokhu okungenhla kuphela kodwa futhi ukulondoloze futhi ngisho nokwenza ngcono kukho, kufanele uthembele kukho ITSM. Ngokusebenzelana okuhle kuklayenti/umsebenzisi wokugcina, kuzoba lula kakhulu ukukala, ukuphendula kanye nokusingatha ngobunyoninco noma yiluphi uhlobo lwesimo. Akusona sonke isimo esizozixazulula ukuthi sibe i-unicorn enhle ekhanyisa umhlaba wakho. I-ITSM ingacishe ikuqinisekise;
- Isikhathi sokuphendula esiphezulu ngokunganaki umbuzo weklayenti/umsebenzisi wokugcina
- Iyakwazi ukusebenza kahle kakhulu ngaphandle kwesidingo sokugcwala ngokweqile (okungukuthi, ikhulula izinsiza)
- Ngena ekusunguleni ukuzisiza ngezicelo nezinkinga zezindawo ezijwayelekile
- Isibonelo esingcono kakhulu i-Knowledge Base (kungaba umphakathi noma iNkampani eqhutshwayo, mhlawumbe inhlanganisela yakho kokubili)
- Ukusungula izinhlaka zenqubo ukuze kulinganiswe umthwalo womsebenzi, ngaleyo ndlela kwandise ukukhiqiza okuphelele
- Ukudala ukusakazwa komsebenzi osebenzayo kuyingxenye ye-ITSM (okungukuthi, i-SL1 nge-SL3 ngokulandelanayo Isikhungo Socingo, Ithimba Lokubuyisela Kabusha, Nokuphathwa Komkhiqizo)
- Inketho yokwengeza izinsika ezengeziwe ze-ITSM lapho kunesidingo futhi uma kusebenza ngokuphelele
Uhlolojikelele lwe-ITIL (uhlaka lwe-ITSM).
Uzokwazi ukuthuthukisa nokusebenzisa izinqubo zomsebenzi ezilula futhi uzishintshe zibe sezingeni lokuthi uzokwazi ukuzuza ukusebenza kahle okuphezulu ngezinsiza eziphansi ezitshaliwe (okungukuthi, abasebenzi) kuyilapho ugcina ikhwalithi ehloniphekile kanye nezinga lomsebenzi. Uma usufinyelele kuleyo ngxenye, inhloso ukusungula imikhuba engcono kakhulu kuyo yonke inkampani, ukuze ngokuqhubekayo ngcono phezu kwemifudlana yomsebenzi esetshenzisiwe, ngakho-ke nciphisa ukusebenzisana ngezandla - ukuzenzekelayo kuyinkosi yasezintabeni.
lokuvala
Ngokombono wami othobekile akusafezeki - ekuqaleni ukuthi ... akusakwazi ukudlala ezingeni elikhulu lendawo, ngokulandelanayo emhlabeni jikelele ngaphandle kwesisekelo esihle, esiqinile se-ITSM. Kungakho-ke umuntu engase - ngokucasula kakhulu - asho ukuthi ngaphandle kwe-ITSM, ayikho i-CRM.
Iyaphuma.
Le ndatshana yezihambeli inikezwe nguMichael Schulz, umphathi wephrojekthi kanye nochwepheshe wokusebenza kwezinsizakalo kwa i: FAO. Ungamvakashela ku Twitter futhi I-LinkedIn ukuthola ukuqonda okwengeziwe.
Isikweletu sezithombe: Scott Keelin / I-Annant2015 / I-Bgrigorov
Isaziso sokuhlela: Lesi sihloko sithathwa njengombono osuselwe kokuhlangenwe nakho komuntu siqu. Izinhlaka azifani yonke indawo.
