CRM.     
 


 CRM         CRM    .      ,   ,          .       B2B-,         ,       -.





CRM

    



 



  

   



 ,2026

 ,  ,2026



ISBN978-5-0069-3807-6

     Ridero







 !



   .     ,     CRM- 24 amoCRM. Ѡ2018            CRM-.   ,         .

ʠ2025 ⠫      70   CRM.    25 IT 20  .       ,     .     .    .

 2023        CRM.   amoCRM 24,       CRM- ,    ,    .      ,    CRM.    ,    .          , .

     CRM.         CRM.        CRM,   ,   .         ,        .

 CRM      ,       CRM   .       -     ,  .  ,       ,      CRM.

  ,    -,     , -.    CRM      .        ,                .

        ,  -,   ,      .       CRM, ,   ,         ,       .         . ,    ,  QR-   .         ,    .

    .        CRM,     .     .       B2B-,     . ,       B2B,  .

,      ,    CRM   ,       ,    .             .  ,              !




-





B2B, B2C,FMCG


 CRM-      ,    B2B  B2C. 2B    (Business-to-Business), B2C    (Business-to-Customer).  CRM      .

 B2B   , ,  ,   ,      젖    . CRM    ,      .

  , B2C     .    ,  CRM     .      ,  ,     / .    ,          .   B2C  蠖    .

   FMCG(Fast-Moving Consumer Goods).    ,       .  ,    ,    . ʠ   , ,  ,  ..       .




 

 蠫


      ,       .    ,   .



 AIDA (. Attention, Interest, Desire, Action).       - ,      : , , , .      ,       .  ,     ,    .



Pain point  .   ,      . Pain point   ( ),   ,    .          ,    .       ,  ,        .



Value () Value proposition (    )  ,        .      ,       . Unique Value Proposition (UVP)(  ).         ,    . Ϡ  ,      . ,     ,      ,        .      ()   (Value Proposition, VP)   ,   . Value Proposition   堖    ,    .



Objection ()   ( ) ,      .     ,      .       ,     . Ƞ  ,      .         . ,   : Ӡ   , ,   ,  ? ..  Objection handling( ),   ,    ,      . ,       ,  ,    ,        .



BANT (Budget, Authority, Need, Timeline).    ,         B2B-    BANT.  ,     ,    (Budget),    (Authority),  (Need),      (Timeline)  .       . BANT          .   MEDDPICC,        ,   .



Call toaction (CTA)  .    ⠖     ,  ,    . CTA    ,      ,  堖   .   ,      ,   ,      .     ,      ,   ,      . CTA   ,  .

CTA     ,  , email-,  .

 CTA:

 .    .  : , , .

  .     ,    ,      .  :  ,  .

  .     CTA    .  :  , ,  ,  .



Onboarding ()    .     .  ,          ,    ,   . Ƞ   ,   ,    ,  ,     ,   ,    젖 ,     .  B2B        .         ,        ,       .

        .   ,     ,     ,     .



Value chain ( )   ,         .     ,            .   (value chain)    ,      ,    .         ,     ,  .     .




 


MVP (Minimum Viable Product)   .  CRM  ,      .     ,  . ,       .          ,      MVP,     .

MVP (  )      ,        .  MVP     ,   .  MVP  :        .       .

     MVP,  ?   MVP      .     , ,      .     .    ,   ,    .       .     :        ,         .    MVP     ,        ,    ,   .

     HADI-        -        .

MVP   ,    .      ,   .  MVP         .



   CustDev  (. Customer development,  custdev,  ) ,                .        ,      ,    ,  ,    .



A/B-(A/B-, -)       (, -,  , )  ,   .  ,      ,      .

   .  -堖          .  email-堖      ,      .       A/B-  ,   -      ,    .

     :    A(),   B ().  ,      ,         .    ,    ,   ,    .




 

AB-


 A/B- (-).   ,    . ,       .

 .       . ,      ,  , .

A/B/n-.        ,           .







       .    .



OKR(Objectives and Key Results)   ,       ,     .      (Objectives)   (Key Results).  蠖      (    )       .



KPI (Key Performance Indicator)   .     ,      . KPI    ,  -,     ,  .

   OKR (Objectives and Key Results) KPI (Key Performance Indicators)    .      ,      .

 OKR     .  KPI     . KPI ,       .



 , KPI          .  ,     KPI- ,       ,   .   ,       .



  ,  :

, ;

  ( );

  ( ,          );

  ,  ,     ;

   ;

   ,   ,   ,  ;

   , ,   ,    (, , ,  ,   .. . .),  ,  ;

 ;

 LTV (Lifetime Value)    (, ,  );

 winrate   ;

 churnrate   ;

 retentionrate   ;

 CAC (Customer Acquisition Cost)   ;

 bouncerate ( )   ,          ;

 burnrate ( ),      ,    ;

 ROI (Return on Investment), ROMI (Return on Marketing Investment)       .



  KPI  ,  .  KPI      ,       : //  ; / ,   ..      KPI.    ,      .




 


CRM (Customer Relationship Management)     .   ,     Client Relationship Management,     Customer.      : , .   .



      .     ,    - . -      , -   . Ѡ        ;      ,   ,     .

    頖 CRM.  CRM     :

        (, , , , ,  ..);

      (,  , ,    .)     ;

   (  ,   ,        ).



  CRM         .

Ӡ    ,  CRM      ,     ,        -.      CRM      .



  (E-Commerce).        ,      .    -,  ,  ,   .        ,     CRM.          , CRM       . Ƞ     .



HelpDesk, ServiceDesk        .   .    ,    ,    .




 





 

 


堫   ,          .      ,   , SEO, email-,  , - .            .        ,   ,     .               .           .




 


  (Touchpoint)   (Customer Journey Map,CJM)

      ,         ,  ,    .

      ,         :  , , - -. ,      ,      :  ,  ,    .       (touchpoint)   .

     ,    ,     .      ,     CJM      ,   .. ,          젖      .




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