Authors
Beliatskaya T.
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Degree
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PhD in Economics, Associate Professor, BSUIR |
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E-mail
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beliatskaya@bsuir.by |
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Location
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Minsk |
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Articles
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Analysis of intelligent information systems on the example of сCRM and ERPThis article explores the differences of traditional CRM (Customer Relationship Management) systems
from their network analog — cCRM (Cloud Customer Relationship Management). It considers
features of the «cloud solutions» related to the traditional management systems of interactions with
customers. The history of marketing relationship with customers was also considered in it. The article
was focused on solving the following tasks. The demarcation of the concepts CRM and cCRM was
realized. The specificity of the cloud customer relationship management was investigated. Trends in
the use of network CRM-systems were analyzed. Deploying activity on the use of cCRM — system
in enterprises was conducted. The life cycle of the cCRM concept realization process on the enterprises
was considered. Elements of the cloud customer relationship management strategy were
highlighted. VCRM (virtual customer relationship management) features were analyzed. The levels
of cCRM systems’ implementation in enterprises were taken into account. The steps and factors for
a successful integration of cCRM-system were considered. The estimation algorithm of CRM — system
and the way of cCRM integration were proposed by the authors. Also this article carries out the
analysis of ERP systems (enterprise resource planning systems) and analyzes the advantages and
disadvantages of their integration with business entities. The authors consider the transformation of
enterprises’ business models, which related to the growth of business processes’ electronization.
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