    . 
 


       .           , ,      .:   ,    ,  -             .





    





 



 ,2024



ISBN978-5-0064-8238-8

     Ridero




1.


        .    McKinsey,  84%   ,         .         ,      ,       ,    ,    .

   PwC 2023, ,   ,     29%         .  ,  ,  ,    ,      ,  ,       .         .

       -.  CRM-      , ,  Gartner,     36%.   ,          2040%,        .            .

       -. ,   ,    (),    ,         .     (IDC), 2025     $500,     60%        70%  .      ,     ,        .

   ,   .  ,  ,     ,    1015%    .          ,    ,      20%.              ,     .

        -  .  Statista, 2024       32%,   ,   70%  -     .      ,            .

         .      (SCM),     ,      25%    1520%.        ,           .

       . ,     ,     ,     ,      .             ,   ,     .        ,    ,   ,    ,        .




2. 





2.1   


        , ,   ,      ,      .       ,       .      ,     ,        .

         ,       ,  ,   -,      . , ,      ,     ,    ,         .

 ,      ,  .      蠖          .         .        Apple iPhone,        ,       ,  .

   .   ,   ,        ,   . ,     (VR)  ,          .    Boston Consulting Group (BCG),        12%     .

     ,          .      ,          . ,              25%,     Deloitte.

    ,        -.      ,  ,           .  ,  ,    ,      ,     18%.

      ,  ,   ,        .




2.2   


         ,         .        ,         -   .

1.   (XVIIIXIX )

          XVIII .          .         ,      ,  .          .

           . ,     ,            .     ,   ,     XX ,            .

2.    ( XX )

Ѡ XX         ,       .          ,          .

       ,   .            121,5,      .           .

3.   ( XX )

Ѡ XX     ,       .        ,         .          ,        .

       ,       .           .         ,        .

4.   ( XX  XXI )

 ,    XX ,     . Ѡ ,        ,      ,    -.   Cisco, 2000  45%           .

        ,       .  Statista, 2023        $6,3,    20%   .       ,      .

5.      (XXI)

Ѡ XXI          ()    (Big Data).       ,   ,            .  IDC, 2025      $500,    60%   70%  .

 ,      (IoT)      ,        .      ,       ,  .

    ,            . ,        ,    .         ,          .




2.3   


     ,   ,    .         ,    ,   ,     .

1.   

  ,  ,     .     ,    ,  .     ,          .  , ,     ,     ,          .

,  CRM-   -           .             .       ,   ,     .

2.   

     ,  ,          . ,    ,         ,  ,     .

       .  , ,              . ,    (2019) ,                ,      -  ,     .

 ,        -,      .  ,  ,               .

3.    

,       (),     .        ,        .   ,   ,   蠖   ,       .

, ,      (2020), ,   58% ,   ,    .          .         ,   ,       ,     .

 ,         .   McKinsey (2021)  ,   35%           -,          75%.        ,    ,   .

4.  :  

         ,    ,  ,   .       -,            ,    ,     .

 ,        ,         . ,  The Journal ofBusiness Innovation (2020) ,   40% ,   ,    -    ,    .       ,    ,    .

5.   

       . ,   ,    ,    ,       .   頖   ,     ,  ,   .            .

       ,   - . ,     ,     ,       ,      ,      .

      , ,     ,    .    ,   ,   ,       ,      .         ,      .




3.   





3.1  


            .        ,     .   , ,       ,   -   .   ,    .

1.    

        ,      .       ,        . ,     ,    ,     ,      .

,       ,        . ,   Boston Consulting Group (2022), ,    5%     , 45%        ,    2%.           .

2.  -

    -,       . ,             ,       .      ,           .

       . ,       -      ,      .  McKinsey (2021) ,  ,      ,     2530%,       .

3.    

        .               .  ,    ,         -,     .

        .    COVID-19       -. ,      ,   -   ,       ,     ,   . ,  Amazon,     -,   37% 2020,   ,  .

4.   -

       -,       .     ,     ,            .  ,  Netflix Spotify,   -      ,     .

      ,        .  Deloitte (2022) ,  82% ,    -,  ,             .  ,    -      .

5.  

     ,      .    蠖         .                .

,  Apple        .      ,    Face ID   M1, Apple       ,       .  Statista (2023), Apple  30%      -,       .

       .      ,  -,    ,   -  .        ,    ,   ,        .




3.2  -


     ,         ,   .          ,   -    .    ,   ,        .

1. Apple     

 Apple        . Ÿ        ,     ,     . Ѡ   iPhone 2007 Apple     ,    .

    Apple        . ,   Face ID,      ,  Apple      .  , 2023,      ,     ,   Samsung Huawei.  Statista,  Apple     -   30%,     365 .

2. Amazon   -

Amazon     ,      - . Ѡ   1994 Amazon    ,           .         Prime,       12.

Amazon         -.               . ,   Amazon   45000,           25%.  2020,   COVID-19   -, Amazon    38%,  386 .

3. Tesla    

Tesla  ,      ,       .  2012 Tesla  Model S   -,       ,   .

    Tesla       ,       . ,   Tesla      ,       .  2023    60%   ,     1 .

 , Tesla        ,  ,         .          ,   ,       .

4. Netflix  -  

 Netflix,  1997    DVD,      ,     -.  2007 Netflix     ,         .        ,   ,   DVD.

    Netflix           .    , Netflix   ,      .  2023   230   ,    31 .

 , Netflix     .  2022    17    ,      ,  HBO Disney.  -    Netflix      .

5. SpaceX   

SpaceX,    2002,     ,      .  2012 SpaceX   ,       ()   .        - Falcon,         .

      ,        ,    . ,   Falcon 9  62 ,  40%     .  2023 SpaceX   60 ,         .

 , SpaceX    Starlink       .  2023     4500 ,  -    .

  ,           . ,      ,      -,    . ,    Apple, Amazon, Tesla, Netflix SpaceX,         .




4.   





4.1 CRM-  


       -   CRM- (Customer Relationship Management)  .           ,      .  CRM-      ,      ,        .

  CRM-

CRM-        ,   ,    .   CRM- :

1.   . CRM-     ,    ,  ,   .          .

2.  .  CRM-    ,       .    ,      .

3.  . CRM-   ,        (KPI),        .

4.   .  CRM-      ,  ,          -.

  CRM-

,   CRM-,            .  ,  Nucleus Research, ,  CRM-,     29%,    34%.

,  Salesforce    CRM- 堖     ,     150000   .       , - Salesforce,   Coca-Cola, T-Mobile Toyota,       .

   

    ,      (,  ,    )   .        ,       .

     :

1.     .    ,    ,     ,      .

2.   .       ,            .

3.   .        ,     .

  McKinsey, ,    ,     1015%,      2030%.

   CRM 

    CRM    HubSpot,        .  HubSpot ,    CRM       25%,    35%.

    Zappos, - ,   CRM     .  CRM-      ,          40%.




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