{"id":229350,"date":"2021-04-20T03:08:00","date_gmt":"2021-04-20T03:08:00","guid":{"rendered":"https:\/\/127.0.0.1\/blog\/uvod-i-korisnicka-podrska-tim-za-uspeh-kupaca-csm-kod-sellerlogic\/"},"modified":"2021-04-20T03:08:00","modified_gmt":"2021-04-20T03:08:00","slug":"uvod-i-korisnicka-podrska-tim-za-uspeh-kupaca-csm-kod-sellerlogic","status":"publish","type":"post","link":"https:\/\/www.sellerlogic.com\/sr\/blog\/uvod-i-korisnicka-podrska-tim-za-uspeh-kupaca-csm-kod-sellerlogic\/","title":{"rendered":"Uvod i korisni\u010dka podr\u0161ka \u2013 Tim za uspeh kupaca (CSM) kod SELLERLOGIC"},"content":{"rendered":"

Profesionalna raznolikost na\u0161ih klijenata, kao i visoki zahtevi koje postavljaju prema na\u0161oj kompaniji, ne ostavljaju prostora za nepa\u017enju u oblasti upravljanja korisni\u010dkom podr\u0161kom (CSM). Posebno u oblasti SaaS (Softver kao usluga), zahtevi klijenata su posebno visoki i zahtevaju mnogo od zaposlenih u korisni\u010dkoj podr\u0161ci.<\/p>To potvr\u0111uje i Arne, \u0161ef CSM-a<\/a> kod SELLERLOGIC. Arne mo\u017ee iz iskustva re\u0107i koliko su visoka o\u010dekivanja klijenata u ovoj oblasti i s druge strane zna da ta o\u010dekivanja mnoge kompanije ne ispunjavaju. Na kraju, to ne uti\u010de samo na poverenje klijenata u takve kompanije, ve\u0107 i na motivaciju zaposlenih. Iz tog razloga, na\u0161 CSM tim radije se oslanja na ravne hijerarhije i poverenje, umesto na strogu kontrolu i zavisnost od procesa. Ovaj pristup omogu\u0107ava Arneu od prvog dana da zahteva najvi\u0161i standard performansi i kompetencije od svog tima i veoma se raduje \u0161to od prvog dana dobija upravo taj standard.

Ali \u0161ta zapravo \u010dini korisni\u010dku podr\u0161ku u oblasti SaaS tako posebnom? S jedne strane, tu je proizvod: Softver se neprekidno menja \u2013 za razliku od potro\u0161nih dobara, na primer. Implementiraju se nove funkcije, ponekad je potrebno ukloniti gre\u0161ke, a ponekad se celo kontrolno okno ponovo razvija. Ovakav dinami\u010dan proizvod zahteva konstantnu komunikaciju izme\u0111u klijenata i kompanije. Softver mora biti predstavljen klijentu u okviru uvo\u0111enja, a nakon toga, korisni\u010dka podr\u0161ka mora biti uvek sposobna da efikasno pomogne svim korisnicima na svakom mestu i obavesti ih o svim promenama.<\/p>

Mi u SELLERLOGIC smo razvili sopstveni sistem koji je prilago\u0111en klijentima i zaposlenima.<\/p>

Uspe\u0161no registrovani, \u0161ta sada?<\/h2>

Razgovarali smo sa na\u0161im CSM timom kako bismo saznali kako se odvijaju procesi uvo\u0111enja i korisni\u010dke podr\u0161ke. Prvo, ovde je potrebno razlikovati uvo\u0111enja razli\u010ditih re\u0161enja.<\/p>

Uvo\u0111enje kod Repricer<\/h3>
\n

\u201eUvo\u0111enje je izuzetno uzbudljiv deo mog posla, jer se ovde najvi\u0161e ose\u0107a motivacija klijenata!\u201d<\/span><\/p>\nLudivine, menad\u017eerka za korisni\u010dki uspeh za jezike francuski, nema\u010dki i engleski<\/cite><\/blockquote>

  1. Sredi\u0161te obave\u0161tenja na\u0161eg CSM tima obave\u0161tava na\u0161e zaposlene putem Push obave\u0161tenja o promenama u korisni\u010dkim nalozima. Tako se, na primer, otkazi, produ\u017eenja ugovora, prilago\u0111avanja ugovora, ali i nova prijavljivanja za Repricer komuniciraju timu.<\/li>
  2. Prvo se dodeljuje prema jeziku. To nije veliki problem, jer su u SELLERLOGIC ve\u0107ina CSM zaposlenih trojezi\u010dni ili \u010dak \u010detverozi\u010dni.<\/li>
  3. Nakon toga, analizira se Amazon profil klijenta. Utvr\u0111uje se koji se artikli prodaju na kojem tr\u017ei\u0161tu, koliko SKU-ova klijent ima, da li prodaje Private Label, robu ili oboje. Tako\u0111e se razmatra koliko iskustva klijent ve\u0107 ima kao prodavac na Amazonu i u kojim oblastima je to iskustvo ste\u010deno. Ove analize slu\u017ee za optimalni razvoj strategije prilikom prilago\u0111avanja cena, koje se klijentu predla\u017eu tokom razgovora.<\/li>
  4. Kada je registracija zavr\u0161ena, klijent \u0107e biti pozvan i upitan da li SELLERLOGIC mo\u017ee na bilo koji na\u010din pru\u017eiti podr\u0161ku. Klijent mo\u017ee odmah nakon registracije zatra\u017eiti kontakt putem na\u0161e usluge povratnog poziva. Ako je potrebna podr\u0161ka, uvo\u0111enje po\u010dinje odmah ili se dogovara odgovaraju\u0107i termin. Tokom uvo\u0111enja, zajedno sa klijentom se razmatra kako se na\u0161e re\u0161enje mo\u017ee najefikasnije primeniti u datom slu\u010daju. Razgovori o uvo\u0111enju obi\u010dno traju 45 minuta, ali klijentu nije postavljen vremenski limit. Razgovor obuhvata slede\u0107e ta\u010dke:
    1. Prvo se na\u0161im klijentima detaljno predstavlja softver. Zaposleni u CSM-u zajedno sa klijentom ulazi u novokreirani nalog. Kada su unutra, klijentu se obja\u0161njavaju funkcije i rukovanje proizvodom.<\/li>
    2. Nakon toga, klijent \u0107e biti savetovan na osnovu informacija razmatranih u ta\u010dki 3. Svako savetovanje je prilago\u0111eno konkretnoj situaciji klijenta i stoga se razlikuje. Evo dva primera:
      1. Klijent je nov na Amazonu i prodavac Private Label-a svog proizvoda<\/strong> \u2192 U ovom slu\u010daju, na\u0161im klijentima se predla\u017ee \u201ePush strategija\u201d. Kao \u0161to ime sugeri\u0161e, fokus je ovde na pove\u0107anju prometa. Ako se, na primer, uo\u010di da se odre\u0111eni proizvod klijenta trenutno dobro prodaje, pokazuje mu se kako da pomo\u0107u Repricer postavi razli\u010dite cenovne razrede kako bi ostvario maksimalni prihod od prodaje. Ako je suprotno, tj. ako postoji proizvod koji se polako prodaje, mo\u017ee se prilagoditi cenovni razred prema dolje \u2013 do minimalne cene koju klijent odredi \u2013 kako bi se generisalo vi\u0161e prodaja.<\/li>
      2. Kupac je ve\u0107 iskusni trgovac i prodaje strane proizvode kao robu preko Amazona<\/strong> \u2192 U takvom slu\u010daju kupcu se predstavlja na\u0161a \u201eBuy Box strategija\u201d. Tako\u0111e, ovde je naziv program, jer se u ovoj strategiji radi o tome da se kupcu obezbedi Buy Box \u2013 i tako oko 90 % prodaja. Za to kupac mora prvo da odredi odre\u0111eni cenovni okvir za relevantan proizvod. Ako se, na primer, kao maksimalna granica postavi 15 EUR, a kao minimalna granica 8 EUR, Repricer se kre\u0107e u tom okviru. Na\u0161 Repricer analizira cene konkurencije, postavlja cenu ni\u017ee i \u010deka odgovor u vezi sa sprovo\u0111enjem promene cene. Ako Amazon sistem potvrdi dobitak Buy Box, cena se postavlja. Kada kupac jednom postane vlasnik Buy Box, Repricer automatski postavlja prodajnu cenu \u0161to je mogu\u0107e vi\u0161e, bez da kupac izgubi Buy Box. Kupac ostaje vlasnik Buy Box i<\/em> istovremeno prodaje po najvi\u0161oj mogu\u0107oj ceni. Ru\u010dno bi ceo ovaj proces zahtevao najmanje jedno radno mesto sa pola radnog vremena, jer sama analiza cena konkurencije zahteva stalno pra\u0107enje. Na\u0161i kupci ovde ne samo da dobijaju Buy Box, ve\u0107 i \u0161tede vreme i energiju koju mogu investirati negde drugde.<\/li><\/ol><\/div><\/li><\/ol><\/div><\/li>
      3. Na kraju dvonedeljne testne faze ponovo \u0107e se razgovarati sa kupcem, tra\u017eiti povratne informacije i po potrebi prilagoditi strategiju cena<\/li><\/ol><\/div>
        \"Za<\/figure>

        Onboarding kod Lost & Found<\/h3>

        Na\u0161e re\u0161enje Lost & Found je samorazumljivo i u 95% slu\u010dajeva ne zahteva onboardovanje. Samo se u slu\u010daju neobi\u010dnosti i nepravilnosti kontaktira kupac, na primer, kada rokovi uskoro isti\u010du ili kada se u kratkom vremenskom periodu javi neobi\u010dno mnogo prijava \u0161tete.<\/p>

        Naravno, CSM tim je tako\u0111e uvek dostupan za Lost & Found kupce i poma\u017ee pri postavljanju alata, ako to bude po\u017eeljeno.<\/p>

        Pored jednostavne korisni\u010dke usluge<\/h2>

        Na\u0161 CSM tim je zadu\u017een za podr\u0161ku u vezi sa izazovima i pitanjima na\u0161ih kupaca. Kontakt sa na\u0161im timom mo\u017ee se uspostaviti preko na\u0161e v\u0435\u0431 \u0441\u0442\u0440\u0430\u043d\u0438\u0446\u0435 ili hotline-a<\/a>. Pored toga, aktivno se obra\u0107aju i drugim potrebama na\u0161ih kupaca.<\/p>

        Savetovanje i utvr\u0111ivanje potreba<\/h3>

        Deo ve\u0107 opisane onboardinga i korisni\u010dke usluge je savetovanje i utvr\u0111ivanje potreba. \u201eU savetovanju prvo sti\u010demo konkretan uvid u ukupnu situaciju i zatim zajedno sa kupcem razvijamo koje prodajne strategije su u datom slu\u010daju najefikasnije\u201d, obja\u0161njava nam Susana, CS menad\u017eerka za jezike engleski, nema\u010dki i \u0161panski.<\/p>

        U dinami\u010dnom radnom okru\u017eenju kao \u0161to je e-trgovina, \u010desto nije dovoljno samo jedno savetovanje. Ako se, na primer, tr\u017ei\u0161te menja zbog dolaska novih konkurenata ili ako Amazon sam postane prodavac proizvoda, kupci uvek imaju mogu\u0107nost da se ponovo posavetuju.<\/p>

        Pored toga, jednom u kvartalu se meri zadovoljstvo kupaca putem telefonske ankete. Postoje\u0107i kupci se aktivno zovu i postavlja se pitanje kako se mo\u017ee pobolj\u0161ati ve\u0107 postoje\u0107i proces.<\/p>

        Ova bliskost kupcu je veoma va\u017ena za SELLERLOGIC, jer se jedino na taj na\u010din mo\u017ee posmatrati proizvod iz perspektive korisnika. Na taj na\u010din tim otkriva i potencijale za optimizaciju koji se ina\u010de ne bi lako uo\u010dili u svakodnevnom radu.<\/p>

        Proaktivan i<\/em> reaktivan – me\u0161avina \u010dini razliku<\/h3>
        \n

        \u201e\u0160ta misli\u0161 pod ‘stagnacija’? Ne\u0161to tako do sada nismo imali.\u201d<\/span><\/p>\nMarco, CS menad\u017eer u oblasti \u0161panskog, engleskog i nema\u010dkog<\/cite><\/blockquote>

        Kroz mnoge ta\u010dke dodira sa kupcima \u010desto se pominju manje pote\u0161ko\u0107e, koje su u tom trenutku jo\u0161 uvek toliko neva\u017ene da ih kupci sami ne bi preneli CSM timu. To ima dve prednosti: s jedne strane, ove pote\u0161ko\u0107e mogu biti otklonjene pre nego \u0161to se razviju u prave probleme, a s druge strane, na ovaj na\u010din mo\u017ee se utvrditi izvor ve\u0107 postoje\u0107ih izazova i \u2013 na primer, proslediti odeljenju za razvoj proizvoda.<\/p>

        Na kraju dana …<\/h2>

        \u2026 na\u0161e CSM tim uvek pronalazi nove na\u010dine za ja\u010danje saradnje sa na\u0161im kupcima. Kroz proaktivno delovanje i konstantno te\u017enju ka pobolj\u0161anju, pokazuju da pasivnost \u2013 koja se tako \u010desto mo\u017ee sresti u oblasti korisni\u010dke usluge \u2013 nema mesta kod SELLERLOGIC.<\/p>

        Prikazi slika u redosledu slika: \u00a9 A Stockphoto \u2013 stock.adobe.com \/ \u00a9 Andrey Popov \u2013 stock.adobe.com<\/p>","protected":false},"excerpt":{"rendered":"

        Profesionalna raznolikost na\u0161ih klijenata, kao i visoki zahtevi koje postavljaju prema na\u0161oj kompaniji, ne ostavljaju prostora za nepa\u017enju u oblasti upravljanja korisni\u010dkom podr\u0161kom (CSM). Posebno u oblasti SaaS (Softver kao usluga), zahtevi klijenata su posebno visoki i zahtevaju mnogo od zaposlenih u korisni\u010dkoj podr\u0161ci. To potvr\u0111uje i Arne, \u0161ef CSM-a kod SELLERLOGIC. Arne mo\u017ee iz<\/p>\n","protected":false},"author":6,"featured_media":8542,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sidebar_recommended_resources":{"data":[]},"sidebar_header_settings":{"hide_buttons":{"register":false}},"_use_new_theme":false,"inline_featured_image":false,"footnotes":""},"categories":[1692],"tags":[],"class_list":["post-229350","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-u-svoje-ime"],"yoast_head":"\nUvod i korisni\u010dka podr\u0161ka \u2013 Tim za uspeh kupaca (CSM) kod SELLERLOGIC | SELLERLOGIC<\/title>\n<meta name=\"description\" content=\"Korisni\u010dka usluga \u2013 posebno u oblasti SaaS \u2013 je zahtevna i zahteva mnogo od zaposlenih. 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