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class="wow fadeInLeft" href="/">Главная</a> </li> <li class="breadcrumbs-li wow_hidden"> <a href="https://admr.pro/blog/"><span class="wow fadeInLeft" data-wow-delay="0.2s">Блог</span></a> </li> <li class="breadcrumbs-li breadcrumbs-li_current wow_hidden"> <span class="wow fadeInLeft" data-wow-delay="0.3s"> Открыв нашу CRM всем клиентам, мы повысили эффективность работы digital-агенства </span> </li> </ul> </div> </div> <main class="main"> <section class="section section_content"> <div class="wrapper"> <div class="con-nav"> <a href="https://admr.pro/blog/10-oshibok-pri-sozdanii-prodayushchego-sayta/" class="con-nav-prev btn btn_2">Назад</a> <a href="/" class="con-nav-home btn btn_2">На главную</a> <a href="https://admr.pro/blog/kak-sekonomit-na-reklame-i-marketinge-v-krizis-2020/" class="con-nav-next btn btn_2">Дальше</a> </div> <h2>Открыв нашу CRM всем клиентам, мы повысили эффективность работы digital-агенства</h2> <p>Главная боль клиентов, которые приходят в агентства за разработкой сайта, дизайна, маркетинга, SEO и т.д. — они не знают, что происходит с их проектом. Приступили ли к работе? Кто над ним работает? Что успели сделать?</p> <img class="con-image-min" src="https://admr.pro/wp-content/uploads/2020/03/crmvk.png" alt=""> <p>Менеджеры компаний вам отвечают: “Все успеваем, покажем вам через неделю результат” или “У нас программист заболел, сможем показать только послезавтра” и другие отговорки.</p> <p>В итоге, у вас копиться негодование, вы не понимаете смысл вложенных денег и качества оказываемых услуг. Что делать? Куда бежать? Судиться? Устраивать скандал?</p> <h2>Какое решение мы нашли</h2> <p>Поэтому, чтобы все клиенты понимали на каком этапе идут работы по проекту, видели весь процесс и переписки команды, сроки, которые выставляет менеджер и т.д. мы подключили наших клиентов к нашей CRM. </p> <p>Когда ты говоришь клиенту, что у него будет доступ к нашей CRM, чтобы наблюдать за процессом, все удивляются. “Почему так никто не делает больше?”, “Круто! И я могу этим пользоваться?”. </p> <p>Ну во-первых, идея не новая. Так уже делали 100%, только искать кто именно — лень. Мы знаем некоторые агентства в Самаре, которые открывают доступы, но только к некоторым проектам и это не для всех.</p> <p>Лично нам без разницы какой величины и условий проект. У клиента будет доступ к нашей CRM. Нам нечего скрывать…</p> <p>И сейчас мы расскажем о плюсах и небольших минусах как для клиента, так и для компании.</p> <h2>Плюс для клиента</h2> <p><strong>Клиенты видят весь процесс.</strong> Клиент просто заходит в CRM и видит по своему проекту задачи, которые в работе, над которыми будут вестись работы и выполненные. Внутри каждой задачи клиент видит как общается между собой команда, какие у них есть вопросы и м.д.</p> <h2>Плюсы для нашей компании</h2> <p><strong>Первый</strong></p> <p>Команда начинает общаться более корректно (каждое сообщение пишется так, чтобы клиент тоже его понял) и четко контролировать свое время, повышается ответственность.</p> <p><strong>Второй</strong></p> <p>Переносы дедлайнов стали менее болезненными. Клиенты начинают понимать причины переноса дедлайнов проекта. Они видят весь процесс, пытаются на него влиять через менеджера, вникают в нюансы, лучше понимают, что некоторые работы они тормозят сами.</p> <p><strong>Третий</strong></p> <p>Быстрее и проще стало допродавать. Иногда клиент просто сам берет и докупает у нас некоторые услуги, видя весь процесс. К примеру, пока идет работа, клиент понимает, что нужно доработать логотип. Он видит всю работу, дизайн, прототипы и сам приходит к нужному решению. К примеру, что логотип не вписывается в общую концепцию. </p> <p>Или появляется идея написать своего чат-бота. Клиенту делается reply сообщения в личный чат из задачи со стоимостью и сроками разработки.</p> <p><strong>Четвертый</strong></p> <p>Менеджеры меньше времени тратят на согласование с клиентом. Просто нужно отметить в комментариях клиента и все.</p> <h2>Небольшие минусы для компании</h2> <p><strong>Первый</strong></p> <p>Некоторые клиенты не пользуются CRM. Это усложняет процессы коммуникации, увеличивает время на согласование проектов, потому что клиент даже не следил за нами и все просит выслать ему на почту. Поэтому, мы просим ЛПР подключать дополнительных людей, которые тоже будут отвечать за проект со его клиента.</p> <p><strong>Второй</strong></p> <p>Попытка связаться с каждым сотрудником напрямую. Это не плохо, но если не часто и на общих встречах. Менеджер рулит процессом. А если клиет влезает в работу дизайнера, потом программиста, маркетолога, то результат может оказаться плачевным. Поэтому, мы сразу ограничиваем доступы общения клиента с другими сотрудниками, кроме менеджера.</p> <h2>Как выглядит все это изнутри</h2> <img class="con-image-min" src="https://admr.pro/wp-content/uploads/2020/03/Group-3.png" alt=""> <p>Мы пользуемся CRM Битрикс. До этого у нас было Trello, но пришлось отказаться в пользу комплексности всего в одном месте: бухгалтерия, АТС, crm-маркетинг, аналитика, виджеты обратной связи, чат, email-маркетинг и др.</p> <p>Мы либо приглашаем клиента под его логин уже созданного аккаунта в Битрикс, либо сразу создаем для него свою почту ADMIRE и доступы. Таким образом он становится часть нашей команды.</p> <img class="con-image-min" src="https://admr.pro/wp-content/uploads/2020/03/Screenshot-2020-03-03-at-17.49.32.png" alt=""> <p>Каждому клиенту мы даем краткий эксурс по CRM. Оказалось, что лучше всего это печатка. Даем файл PDF с подробным чек-листом и шагами по пользованию CRM и все. Файл небольшой, всего на 1 лист А4, 14 кеглем.</p> <p>Вам нужно просто зайти в CRM, перейти по своему проекту и вы увидите все задачи по нему.</p> <h2>Кстати, про правила общения клиента с командой</h2> <p>Клиент может общаться только с project-менеджером ADMIRE Agency. Чтобы написать всей команде, внести свои правки в 00:00 прямо в задаче проекта — такой возможности нет.</p> <p><strong>Почему?</strong></p> <p>Представьте, вы клиент. Обратились в агентство, которое имеет большой опыт в маркетинге. Вам как раз маркетинг и нужен. Но, вы всегда пытаетесь внести свой комментарий, что-то сделать по своему. Хотите как лучше, но не понимаете, что может выйти только хуже.</p> <p>Менеджеры на то и есть, чтобы ограничивать и фильтровать этот поток мыслей со стороны клиента. И наоборот, ограничивать поток негодования со стороны команды разработки. И вот если бы им писал клиент напрямую, то количество перепалок росло в геометрической прогрессии каждый день.</p> <p><strong>Но…</strong></p> <p>Клиент может влиять на работу на любом этапе разработки. Только все вопросы он может задавать напрямую менеджеру, который их добавляет в общие комментарии задачи.</p> <h2>Какие результаты</h2> <p>Мы кайфуем, потому что наши клиенты самые лояльные и понимающие. А они кайфуют вместе с нами, потому мы для них команда мечты. К нам идут просто из-за отношения и понимания. Многие процессы в работе с клиентами стали проще: продажи, коммуникация, согласования, автоматическое выставление счетов после закрытия задач и др.</p> <p>Менеджеры меньше стали общаться с клиентами по телефону. Времени, которое уходило на объяснение всех пунктов работ по проекту и их согласование, затрачивалось от 30 минут до 3 часов. Сейчас клиент стал видеть все сам. Поэтому, большинство вопросов снялось и на согласование уходит до 1 час максимум.</p> <h2>Будем ли мы продолжать дальше?</h2> <p>Да, 100% да. Нам интересно, мы постоянно вносим улучшения, клиенты сами советуют чего им не хватает. К примеру, недавно ввели возможность автоматического выставления счетов и отправки личным сообщением в чат Битрикс.</p> <p>Ну что, теперь этим примером могут пользоваться все агентства. Пожалуйста, мы вам все рассказали. Берите и применяйте. Нужна консультация по настройке работы в вашем digital-агентстве? Не вопрос, пишите, звоните, поможем, расскажем, настроим, отладим.</p> <div class="con-nav"> <a href="https://admr.pro/blog/10-oshibok-pri-sozdanii-prodayushchego-sayta/" class="con-nav-prev btn btn_2">Назад</a> <a href="/" class="con-nav-home btn btn_2">На главную</a> <a href="https://admr.pro/blog/kak-sekonomit-na-reklame-i-marketinge-v-krizis-2020/" class="con-nav-next btn btn_2">Дальше</a> </div> </div> </section> <section class="section section_blog"> <div class="container"> <div class="wrapper"> <h2 class="section-title">Другие статьи</h2> <div class="items"> <div class="item item_4"> <a class="btn_post" href="https://admr.pro/blog/kak-vyrasti-iz-rukovoditel-proyekta-v-predprinimatelya/"><img class="item-image" src="https://admr.pro/wp-content/uploads/2020/10/Artboard-Copy_v2.png" alt=""></a> <h4 class="item-title">Как вырасти из Project Manager в предпринимателя или Super Manager</h4> <p class="item-text"><p>Предприниматель — это тот, кто ищет решения, а не причины и отговорки. 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20 - 32</a></div> <a href="" class="btn btn_1 mf_4">Написать</a> </div> <div class="modal-block modal-block_2"><img src="/wp-content/uploads/2020/02/vyws1.png" alt="Владимир Федотов ADMIRE Agency"></div> </div> </div> </div> </div> <div class="modal modal_2 mf_1"> <div class="modal-overflow"><svg class="modal-close modal_close" width="30" height="30" viewBox="0 0 30 30" fill="none"> <rect class="modal-close-bg" width="30" height="30" fill="#FF012B"></rect> <rect x="9.97711" y="10.4204" width="0.626372" height="13.1538" transform="rotate(-45 9.97711 10.4204)" fill="white"></rect> <rect x="10.42" y="19.7217" width="0.626372" height="13.1538" transform="rotate(-135 10.42 19.7217)" fill="white"></rect> </svg> <div class="modal-window"> <div class="modal-content"> <h2 class="modal-title">Напишите нам</h2> <div class="modal-text">Наши менеджеры свяжутся с вами</div> <form class="form form_1" id="form_1"> <div class="input"><label class="input-label">Имя</label> <input class="input-input" type="text" name="name"> <p class="input-error"></p> </div> <div class="input"><label class="input-label">E-mail</label> <input class="input-input" type="email" name="email"> <p class="input-error"></p> </div> <div class="input"><label class="input-label">Телефон</label> <input class="input-input" type="tel" name="tel" required> <p class="input-error"></p> </div> <div class="input"><label class="input-label">Комментарий</label> <textarea class="input-input input-input_textarea" name="comment"></textarea> <p class="input-error"></p> </div> <div class="modal-aggree">Нажимая кнопку "Отправить", вы соглашаетесь с <a href="https://admr.pro/privacy-policy.pdf" target="_blank">пользовательским соглашением</a></div> <button class="btn btn_1" type="submit">Отправить</button> </form> </div> </div> </div> </div> <div class="modal modal_2 mf_2"> <div class="modal-overflow"><svg class="modal-close modal_close" width="30" height="30" viewBox="0 0 30 30" fill="none"> <rect class="modal-close-bg" width="30" height="30" fill="#FF012B"></rect> <rect x="9.97711" y="10.4204" width="0.626372" height="13.1538" transform="rotate(-45 9.97711 10.4204)" fill="white"></rect> <rect x="10.42" y="19.7217" width="0.626372" height="13.1538" transform="rotate(-135 10.42 19.7217)" fill="white"></rect> </svg> <div class="modal-window"> <div class="modal-content"> <h2 class="modal-title">Здесь оставляют заявки</h2> <div class="modal-text">Оставьте свои контакты. Наши менеджеры свяжутся с вами</div> <form class="form form_1" id="form_2"> <div class="input"><label class="input-label">Имя</label><input class="input-input" type="text" name="name"> <p class="input-error"></p> </div> <div class="input"><label class="input-label">E-mail</label><input class="input-input" type="email" name="email"> <p class="input-error"></p></div> <div class="input"><label class="input-label">Телефон</label><input class="input-input" type="tel" name="tel" required> <p class="input-error"></p> <div class="modal-aggree">Нажимая кнопку "Отправить", вы соглашаетесь с <a href="https://admr.pro/privacy-policy.pdf" target="_blank">пользовательским соглашением</a></div> </div><button class="btn btn_1" type="submit">Отправить</button> </form> </div> </div> </div> </div> <div class="modal modal_2 mf_3"> <div class="modal-overflow"><svg class="modal-close modal_close" width="30" height="30" viewBox="0 0 30 30" fill="none"> <rect class="modal-close-bg" width="30" height="30" fill="#FF012B"></rect> <rect x="9.97711" y="10.4204" width="0.626372" height="13.1538" transform="rotate(-45 9.97711 10.4204)" fill="white"></rect> <rect x="10.42" y="19.7217" width="0.626372" height="13.1538" transform="rotate(-135 10.42 19.7217)" fill="white"></rect> </svg> <div class="modal-window"> <div class="modal-content"> <h2 class="modal-title">Обратный звонок</h2> <div class="modal-text">Оставьте свой номер телефона. Наши менеджеры свяжутся<br>с вами</div> <form class="form form_1" id="form_3"> <div class="input"><label class="input-label">Телефон</label><input class="input-input" type="tel" name="tel" required> <p class="input-error"></p> <div class="modal-aggree">Нажимая кнопку "Отправить", вы соглашаетесь с <a href="https://admr.pro/privacy-policy.pdf" target="_blank">пользовательским соглашением</a></div> </div><button class="btn btn_1" type="submit">Отправить</button> </form> </div> </div> </div> </div> <div class="modal modal_2 mf_4"> <div class="modal-overflow"><svg class="modal-close modal_close" width="30" height="30" viewBox="0 0 30 30" fill="none"> <rect class="modal-close-bg" width="30" height="30" fill="#FF012B"></rect> <rect x="9.97711" y="10.4204" width="0.626372" height="13.1538" transform="rotate(-45 9.97711 10.4204)" fill="white"></rect> <rect x="10.42" y="19.7217" width="0.626372" height="13.1538" transform="rotate(-135 10.42 19.7217)" fill="white"></rect> </svg> <div class="modal-window"> <div class="modal-content"> <h2 class="modal-title">Написать директору</h2> <div class="modal-text">Оставьте свое сообщение. Наш директор свяжется с вами</div> <form class="form form_1" id="form_4"> <div class="input"><label class="input-label">Имя</label><input class="input-input" type="text" name="name"><p class="input-error"></p> </div> <div class="input"><label class="input-label">E-mail</label><input class="input-input" type="email" name="email"><p class="input-error"></p></div> <div class="input"><label class="input-label">Телефон</label><input class="input-input" type="tel" name="tel" required><p class="input-error"></p> </div> <div class="input"><label class="input-label">Комментарий</label><textarea class="input-input input-input_textarea" name="comment"></textarea><p class="input-error"></p></div> <div class="modal-aggree">Нажимая кнопку "Отправить", вы соглашаетесь с <a href="https://admr.pro/privacy-policy.pdf" target="_blank">пользовательским соглашением</a></div> <button class="btn btn_1" type="submit">Отправить</button> </form> </div> </div> </div> </div> <div class="modal modal_success"> <div class="modal-overflow"> <svg class="modal-close modal_close" width="30" height="30" viewBox="0 0 30 30" fill="none"> <rect class="modal-close-bg" width="30" height="30" fill="#FF012B"></rect> <rect x="9.97711" y="10.4204" width="0.626372" height="13.1538" transform="rotate(-45 9.97711 10.4204)" fill="white"></rect> <rect x="10.42" y="19.7217" width="0.626372" height="13.1538" transform="rotate(-135 10.42 19.7217)" fill="white"></rect> </svg> <div class="modal-window"> <div class="modal-content"> <h2 class="modal-title">Спасибо</h2> <div class="modal-text">Ваши данные успешно отправлены!</div> <a class="btn btn_1 modal_close">Продолжить</a> </div> </div> </div> </div><script type='text/javascript' src='https://admr.pro/wp-content/themes/admr/assets/dist/assets/js/bitrix.js'></script> <script type='text/javascript' src='https://maps.googleapis.com/maps/api/js?key=AIzaSyCih18HF671QWRWMVA3z1jSM3uV94706vY'></script> <script type='text/javascript' src='https://admr.pro/wp-content/themes/admr/assets/dist/assets/js/vendors.js'></script> <script type='text/javascript'> /* <![CDATA[ */ var ajax_object = {"ajax_url":"https:\/\/admr.pro\/wp-admin\/admin-ajax.php"}; /* ]]> */ </script> <script type='text/javascript' src='https://admr.pro/wp-content/themes/admr/assets/dist/assets/js/common.js'></script> <script type='text/javascript' src='https://admr.pro/wp-includes/js/wp-embed.min.js?ver=5.3.4'></script> <!--Битрикс Начало--> <script> (function(w,d,u){ var s=d.createElement('script');s.async=true;s.src=u+'?'+(Date.now()/60000|0); var h=d.getElementsByTagName('script')[0];h.parentNode.insertBefore(s,h); })(window,document,'https://cdn.bitrix24.ru/b12528024/crm/tag/call.tracker.js'); </script> <!--Битрикс Конец--> <!-- вк начало --> <!-- <script type="text/javascript"> !function(){var t=document.createElement("script");t.type="text/javascript",t.async=!0,t.src="https://vk.com/js/api/openapi.js?167",t.onload=function(){VK.Retargeting.Init("VK-RTRG-457164-fL54V"),VK.Retargeting.Hit()},document.head.appendChild(t)}(); </script> <noscript> <img src="https://vk.com/rtrg?p=VK-RTRG-457164-fL54V" style="position:fixed; left:-999px;" alt=""/> </noscript> --> <!-- вк конец --> </body> </html><!-- WP Fastest Cache file was created in 0.088295936584473 seconds, on 24-10-20 3:47:48 --><!-- via php -->