{"id":15219,"date":"2014-07-17T12:43:05","date_gmt":"2014-07-17T08:43:05","guid":{"rendered":"http:\/\/www.realitsm.ru\/?p=15219"},"modified":"2014-07-17T19:40:13","modified_gmt":"2014-07-17T15:40:13","slug":"15219","status":"publish","type":"post","link":"https:\/\/cleverics.ru\/digital\/2014\/07\/15219\/","title":{"rendered":"\u041f\u0440\u043e\u0439\u0442\u0438 \u043c\u0438\u043b\u044e \u0432 \u0438\u0445 \u0431\u043e\u0442\u0438\u043d\u043a\u0430\u0445? \u042d\u0442\u043e\u0433\u043e \u043c\u0430\u043b\u043e!"},"content":{"rendered":"

\n\t\"\"
\n<\/h1>\n

\n\t\u041a\u0430\u0440\u0435\u043d \u0424\u0435\u0440\u0440\u0438\u0441 (Karen Ferris), \u0434\u0438\u0440\u0435\u043a\u0442\u043e\u0440 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0438 Macanta Consulting, \u0441\u0434\u0435\u043b\u0430\u043b\u0430\u00a0\u0432 \u0441\u0432\u043e\u0435\u043c \u0431\u043b\u043e\u0433\u0435<\/a>\u00a0\u0438\u043d\u0442\u0435\u0440\u0435\u0441\u043d\u0443\u044e \u0437\u0430\u043f\u0438\u0441\u044c, \u043e\u0442\u0432\u0435\u0447\u0430\u044f \u043d\u0430 \u0437\u0430\u043c\u0435\u0442\u043a\u0443\u00a0\u0414\u0436\u0435\u0439\u0441\u043e\u043d\u0430\u00a0\u041b\u0435\u043c\u043a\u0438\u043d\u0430 (Jason Lemkin), \u0431\u0438\u0437\u043d\u0435\u0441\u043c\u0435\u043d\u0430\u00a0\u0438 \u0432\u0435\u0434\u0443\u0449\u0435\u0433\u043e\u00a0\u0430\u0432\u0442\u043e\u0440\u0430\u00a0\u043f\u043e\u0440\u0442\u0430\u043b\u0430 SaaStr.com<\/a>.\n<\/p>\n

\n\t\u0414\u0436\u0435\u0439\u0441\u043e\u043d \u0443\u0442\u0432\u0435\u0440\u0436\u0434\u0430\u0435\u0442<\/a>, \u0447\u0442\u043e \u0443\u0447\u0430\u0441\u0442\u0438\u0435 \u0438\u043d\u0436\u0435\u043d\u0435\u0440\u043e\u0432 \u0418\u0422 \u0432 \u0440\u0430\u0431\u043e\u0442\u0435 Service Desk \u0432\u043e\u043b\u0448\u0435\u0431\u043d\u043e \u043f\u043e\u0434\u043d\u0438\u043c\u0430\u0435\u0442 \u044d\u0444\u0444\u0435\u043a\u0442\u0438\u0432\u043d\u043e\u0441\u0442\u044c \u0438\u0445 \u0440\u0430\u0431\u043e\u0442\u044b.\u00a0\u041f\u0440\u0438\u0447\u0435\u043c \u0434\u043e\u0441\u0442\u0430\u0442\u043e\u0447\u043d\u043e \u0434\u0432\u0443\u0445\u0447\u0430\u0441\u043e\u0432\u043e\u0439 \u0441\u043c\u0435\u043d\u044b \u0440\u0430\u0437 \u0432 \u043a\u0432\u0430\u0440\u0442\u0430\u043b.\n<\/p>\n

\n\t\u0413\u043e\u0441\u043f\u043e\u0436\u0430 \u0424\u0435\u0440\u0440\u0438\u0441 \u0441 \u043d\u0438\u043c \u043a\u0430\u0442\u0435\u0433\u043e\u0440\u0438\u0447\u0435\u0441\u043a\u0438 \u043d\u0435 \u0441\u043e\u0433\u043b\u0430\u0441\u043d\u0430.\u00a0<\/span>\u041e\u043d\u0430 \u0441\u0447\u0438\u0442\u0430\u0435\u0442, \u0447\u0442\u043e \u044d\u0442\u043e\u0433\u043e \u043c\u0430\u043b\u043e. \u041d\u0435\u043e\u0431\u0445\u043e\u0434\u0438\u043c\u043e, \u0447\u0442\u043e\u0431\u044b \u0432\u0441\u0435 \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u0438 \u0418\u0422 \u0440\u0435\u0433\u0443\u043b\u044f\u0440\u043d\u043e, \u0432 \u0440\u0430\u043c\u043a\u0430\u0445 \u043f\u043e\u0441\u0442\u043e\u044f\u043d\u043d\u043e \u0434\u0435\u0439\u0441\u0442\u0432\u0443\u044e\u0449\u0438\u0445 \u043f\u0440\u043e\u0433\u0440\u0430\u043c\u043c \u00ab\u043a\u043b\u0438\u0435\u043d\u0442\u0441\u043a\u043e\u0433\u043e \u043f\u043e\u0433\u0440\u0443\u0436\u0435\u043d\u0438\u044f\u00bb( \u2018customer immersion\u2019), \u043d\u0430\u0431\u043b\u044e\u0434\u0430\u043b\u0438 \u0437\u0430 \u0440\u0430\u0431\u043e\u0442\u043e\u0439 \u043a\u043e\u043d\u0435\u0447\u043d\u044b\u0445 \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u0435\u0439 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u0438\u0432\u0430\u0435\u043c\u044b\u0445 \u0441\u0435\u0440\u0432\u0438\u0441\u043e\u0432, \u043f\u0440\u0438\u0447\u0435\u043c \u043d\u0435\u043f\u043e\u0441\u0440\u0435\u0434\u0441\u0442\u0432\u0435\u043d\u043d\u043e \u043d\u0430 \u0438\u0445 \u0440\u0430\u0431\u043e\u0447\u0438\u0445 \u043c\u0435\u0441\u0442\u0430\u0445.\n<\/p>\n

\n\t\u0414\u043b\u044f \u0432\u043d\u0435\u0448\u043d\u0438\u0445 \u043a\u043b\u0438\u0435\u043d\u0442\u043e\u0432<\/span><\/em><\/strong>\n<\/p>\n

\n

\n\t\t\u041a\u043e\u0433\u0434\u0430 \u0432 \u043f\u043e\u0441\u043b\u0435\u0434\u043d\u0438\u0439 \u0440\u0430\u0437 \u0432\u044b \u0437\u0430\u0445\u043e\u0434\u0438\u043b\u0438 \u043d\u0430 \u200b\u200b\u0441\u0430\u0439\u0442 \u0441\u0432\u043e\u0435\u0439 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0438, \u0447\u0442\u043e\u0431\u044b \u0443\u0432\u0438\u0434\u0435\u0442\u044c, \u043d\u0430\u0441\u043a\u043e\u043b\u044c\u043a\u043e\u00a0\u043b\u0435\u0433\u043a\u043e \u0442\u0430\u043c \u043e\u0444\u043e\u0440\u043c\u0438\u0442\u044c \u0437\u0430\u043a\u0430\u0437, \u0438\u043b\u0438 \u0441\u0434\u0435\u043b\u0430\u0442\u044c \u043f\u043e\u043a\u0443\u043f\u043a\u0443, \u0438\u043b\u0438 \u043d\u0430\u0439\u0442\u0438 \u043d\u0443\u0436\u043d\u043e\u0433\u043e \u0447\u0435\u043b\u043e\u0432\u0435\u043a\u0430, \u0447\u0442\u043e\u0431\u044b \u043e\u0431\u0440\u0430\u0442\u0438\u0442\u044c\u0441\u044f \u043a \u043d\u0435\u043c\u0443 \u0437\u0430 \u00a0\u0438\u043d\u0444\u043e\u0440\u043c\u0430\u0446\u0438\u0435\u0439?\u00a0—\u00a0\u0441\u043f\u0440\u0430\u0448\u0438\u0432\u0430\u0435\u0442 \u041a\u0430\u0440\u0435\u043d.<\/span>\n\t<\/p>\n<\/blockquote>\n

\n\t\u0421 \u0435\u0451 \u0442\u043e\u0447\u043a\u0438 \u0437\u0440\u0435\u043d\u0438\u044f, \u043d\u0438\u0447\u0442\u043e \u043d\u0435 \u043c\u0435\u0448\u0430\u0435\u0442 \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u0430\u043c \u0418\u0422\u00a0\u043f\u0440\u0438\u043e\u0431\u0440\u0435\u0442\u0430\u0442\u044c \u0442\u0430\u043a\u043e\u0439 \u043e\u043f\u044b\u0442, \u0441\u0442\u0430\u043d\u043e\u0432\u044f\u0441\u044c \u043d\u0430 \u043c\u0435\u0441\u0442\u043e \u0441\u0432\u043e\u0438\u0445 \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u0435\u0439, \u043e\u0441\u043e\u0431\u0435\u043d\u043d\u043e \u043a\u043e\u0433\u0434\u0430\u00a0\u043f\u0440\u0435\u0434\u043e\u0441\u0442\u0430\u0432\u043b\u044f\u0435\u043c\u044b\u0435 \u0431\u0438\u0437\u043d\u0435\u0441-\u0443\u0441\u043b\u0443\u0433\u0438 \u0441\u0438\u043b\u044c\u043d\u043e \u0437\u0430\u0432\u0438\u0441\u044f\u0442 \u043e\u0442 \u0418\u0422.<\/span>\n<\/p>\n

\n\t\u0414\u043b\u044f \u0432\u043d\u0443\u0442\u0440\u0435\u043d\u043d\u0438\u0445 \u043a\u043b\u0438\u0435\u043d\u0442\u043e\u0432<\/span><\/strong><\/em>\n<\/p>\n

\n\t\u0410\u043d\u0430\u043b\u043e\u0433\u0438\u0447\u043d\u043e \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u0438 \u0418\u0422 \u0434\u043e\u043b\u0436\u043d\u044b \u0440\u0435\u0433\u0443\u043b\u044f\u0440\u043d\u043e \u0437\u0430\u0445\u043e\u0434\u0438\u0442\u044c \u0432 \u0431\u0438\u0437\u043d\u0435\u0441-\u043f\u043e\u0434\u0440\u0430\u0437\u0434\u0435\u043b\u0435\u043d\u0438\u044f, \u0447\u0442\u043e \u0431\u044b \u0443\u0432\u0438\u0434\u0435\u0442\u044c, \u043d\u0430\u0441\u043a\u043e\u043b\u044c\u043a\u043e \u0441\u043b\u043e\u0436\u043d\u0430 \u0440\u0430\u0431\u043e\u0442\u0430 \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u043e\u0432 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0438, \u0438 \u043b\u0443\u0447\u0448\u0435 \u043f\u043e\u043d\u044f\u0442\u044c, \u0447\u0435\u043c \u0418\u0422-\u043e\u0442\u0434\u0435\u043b \u043c\u043e\u0436\u0435\u0442 \u043f\u043e\u043c\u043e\u0447\u044c \u0438\u043c \u0432 \u0434\u043e\u0441\u0442\u0438\u0436\u0435\u043d\u0438\u0438 \u0431\u0438\u0437\u043d\u0435\u0441-\u0440\u0435\u0437\u0443\u043b\u044c\u0442\u0430\u0442\u043e\u0432.<\/span>\n<\/p>\n

\n

\n\t\t\u041a\u043e\u043c\u043f\u0430\u043d\u0438\u0438 \u0447\u0430\u0441\u0442\u043e \u043f\u0440\u0438\u0433\u043b\u0430\u0448\u0430\u044e\u0442 \u043a\u043e\u043d\u0441\u0443\u043b\u044c\u0442\u0430\u043d\u0442\u043e\u0432 \u0434\u043b\u044f \u043e\u0446\u0435\u043d\u043a\u0438 \u0443\u0434\u043e\u0432\u043b\u0435\u0442\u0432\u043e\u0440\u0435\u043d\u043d\u043e\u0441\u0442\u0438 \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u0435\u0439. \u041d\u043e \u0438\u0445 \u043f\u0440\u0435\u0437\u0435\u043d\u0442\u0430\u0446\u0438\u0438 \u0440\u0435\u0434\u043a\u043e \u043f\u0440\u0438\u0432\u043e\u0434\u044f\u0442 \u043a \u043f\u0440\u043e\u0441\u0432\u0435\u0442\u043b\u0435\u043d\u0438\u044e. \u0410 \u0442\u0440\u0438\u0434\u0446\u0430\u0442\u0438 \u043c\u0438\u043d\u0443\u0442 \u0432\u043c\u0435\u0441\u0442\u0435 \u0441 \u0437\u0430\u043d\u044f\u0442\u044b\u043c \u0434\u0435\u043b\u043e\u043c \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u0435\u043c CRM \u043c\u043e\u0436\u0435\u0442 \u0445\u0432\u0430\u0442\u0438\u0442\u044c, \u0447\u0442\u043e\u0431\u044b \u0441\u0444\u043e\u0440\u043c\u0443\u043b\u0438\u0440\u043e\u0432\u0430\u0442\u044c \u0432\u0441\u0435 \u043a\u043b\u044e\u0447\u0435\u0432\u044b\u0435 \u0432\u043e\u043f\u0440\u043e\u0441\u044b.<\/span>\n\t<\/p>\n<\/blockquote>\n

\n\t\u042d\u0442\u0430 \u0434\u0435\u044f\u0442\u0435\u043b\u044c\u043d\u043e\u0441\u0442\u044c \u043c\u043e\u0436\u0435\u0442 \u0441\u0442\u0430\u0442\u044c \u043a\u043b\u044e\u0447\u0435\u0432\u043e\u0439 \u0432 \u00ab\u0440\u0430\u0437\u0440\u0443\u0448\u0435\u043d\u0438\u0438 \u0441\u0442\u0435\u043d\u00bb, \u043f\u043e\u0437\u0432\u043e\u043b\u044f\u044f \u0418\u0422 \u043f\u043e-<\/span>\u043d\u0430\u0441\u0442\u043e\u044f\u0449\u0435\u043c\u0443 \u043f\u043e\u043d\u044f\u0442\u044c \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u0438\u0432\u0430\u0435\u043c\u044b\u0439 \u0431\u0438\u0437\u043d\u0435\u0441.<\/span>\n<\/p>\n

\n\t\u041e\u043d\u0430 \u0436\u0435 \u043c\u043e\u0436\u0435\u0442 \u0431\u044b\u0442\u044c \u0438\u043d\u0441\u0442\u0440\u0443\u043c\u0435\u043d\u0442\u043e\u043c \u0434\u043e\u0441\u0442\u0438\u0436\u0435\u043d\u0438\u044f (\u0438\u043b\u0438 \u0432\u043e\u0441\u0441\u0442\u0430\u043d\u043e\u0432\u043b\u0435\u043d\u0438\u044f) \u0434\u043e\u0432\u0435\u0440\u0438\u044f \u043c\u0435\u0436\u0434\u0443 \u0418\u0422 \u0438 \u0431\u0438\u0437\u043d\u0435\u0441-\u043f\u043e\u0434\u0440\u0430\u0437\u0434\u0435\u043b\u0435\u043d\u0438\u044f\u043c\u0438.\n<\/p>\n

\n\t\u041f\u0440\u043e\u0433\u0440\u0430\u043c\u043c\u0430 \u0434\u043e\u043b\u0436\u043d\u0430\u00a0\u0431\u044b\u0442\u044c \u043e\u0447\u0435\u043d\u044c \u0442\u0449\u0430\u0442\u0435\u043b\u044c\u043d\u043e \u043f\u0440\u043e\u0434\u0443\u043c\u0430\u043d\u0430, \u044d\u0442\u043e \u043a\u0440\u0430\u0439\u043d\u0435 \u0432\u0430\u0436\u043d\u043e. \u041c\u0435\u043d\u044c\u0448\u0435 \u0432\u0441\u0435\u0433\u043e \u043e\u0442 \u0430\u0439\u0442\u0438\u0448\u043d\u0438\u043a\u043e\u0432 \u0436\u0434\u0443\u0442 \u0432\u0430\u043b\u0430 \u0431\u0435\u0441\u0441\u043c\u044b\u0441\u043b\u0435\u043d\u043d\u044b\u0445 \u0432\u043e\u043f\u0440\u043e\u0441\u043e\u0432. \u0423\u0447\u0430\u0441\u0442\u043d\u0438\u043a\u0438 \u043f\u0440\u043e\u0433\u0440\u0430\u043c\u043c\u044b \u0434\u043e\u043b\u0436\u043d\u044b \u0447\u0435\u0442\u043a\u043e \u0437\u043d\u0430\u0442\u044c, \u0447\u0442\u043e \u043e\u043d\u0438 \u0438\u0449\u0443\u0442, \u043a\u0430\u043a\u0438\u0435 \u0432\u043e\u043f\u0440\u043e\u0441\u044b \u0441\u043b\u0435\u0434\u0443\u0435\u0442 \u0437\u0430\u0434\u0430\u0432\u0430\u0442\u044c\u00a0\u0438 \u043a\u0430\u043a\u0438\u0445 \u0432\u044b\u0432\u043e\u0434\u043e\u0432 \u043e\u0442 \u043d\u0438\u0445 \u0436\u0434\u0443\u0442.<\/span>\n<\/p>\n

\n\t\u0412\u0441\u0435 \u0438 \u0432\u0441\u0435\u0433\u0434\u0430<\/span><\/em><\/strong>\n<\/p>\n

\n\t\u0422\u0430\u043a\u0430\u044f \u043f\u0440\u043e\u0433\u0440\u0430\u043c\u043c\u0430 \u0434\u043e\u043b\u0436\u043d\u044b \u0431\u044b\u0442\u044c \u0440\u0430\u0441\u043f\u0440\u043e\u0441\u0442\u0440\u0430\u043d\u0435\u043d\u0430 \u043d\u0430 \u0432\u0441\u0435\u0445 \u0432 \u043e\u0442\u0434\u0435\u043b\u0435 \u0418\u0422, \u043e\u0442 \u043e\u043f\u0435\u0440\u0430\u0442\u043e\u0440\u043e\u0432 Service\u00a0Desk \u0434\u043e CIO. \u0427\u0430\u0441\u0442\u043e\u0442\u0430 \u0438 \u0441\u0442\u0435\u043f\u0435\u043d\u044c \u0443\u0447\u0430\u0441\u0442\u0438\u044f \u043c\u043e\u0433\u0443\u0442 \u0431\u044b\u0442\u044c \u0440\u0430\u0437\u043d\u044b\u043c\u0438, \u043d\u043e \u0443\u0447\u0430\u0441\u0442\u0432\u043e\u0432\u0430\u0442\u044c \u0434\u043e\u043b\u0436\u043d\u044b \u0432\u0441\u0435. \u041d\u0438\u043a\u0430\u043a\u0438\u0445 \u0438\u0441\u043a\u043b\u044e\u0447\u0435\u043d\u0438\u0439.<\/span>\n<\/p>\n

\n\t\u0410 \u0441\u0430\u043c\u0430 \u043f\u0440\u043e\u0433\u0440\u0430\u043c\u043c\u0430 \u0434\u043e\u043b\u0436\u043d\u0430 \u0441\u0442\u0430\u0442\u044c \u043f\u043e\u0441\u0442\u043e\u044f\u043d\u043d\u043e\u0439.\n<\/p>\n

\n\t\u041c\u0438\u043b\u044f \u2013 \u044d\u0442\u043e \u043c\u0430\u043b\u043e!<\/span><\/strong><\/em>\n<\/p>\n

\n\t\u0422\u0430\u043a\u043e\u0439 \u043e\u043f\u044b\u0442 \u043d\u0435 \u0434\u043e\u043b\u0436\u0435\u043d \u043e\u0433\u0440\u0430\u043d\u0438\u0447\u0438\u0432\u0430\u0442\u044c\u0441\u044f \u043e\u0434\u043d\u043e\u0439 \u043c\u0438\u043b\u0435\u0439 \u0432 \u0438\u0445 \u0431\u043e\u0442\u0438\u043d\u043a\u0430\u0445. \u041d\u0430\u0434\u043e \u043f\u0440\u043e\u0439\u0442\u0438 \u0432\u043c\u0435\u0441\u0442\u0435 \u0432\u0435\u0441\u044c \u043f\u0443\u0442\u044c.<\/span>\n<\/p>\n

\n\t\"\"\n<\/p>\n

\n\t\u0410 \u0432\u044b \u043f\u0440\u043e\u0431\u043e\u0432\u0430\u043b\u0438 \u043f\u043e\u0433\u0440\u0443\u0436\u0430\u0442\u044c\u0441\u044f \u0432 \u0440\u0430\u0431\u043e\u0442\u0443 \u0431\u0438\u0437\u043d\u0435\u0441-\u043f\u043e\u0434\u0440\u0430\u0437\u0434\u0435\u043b\u0435\u043d\u0438\u0439? \u0418\u043b\u0438 \u0437\u043d\u0430\u0435\u0442\u0435 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0438, \u0432 \u043a\u043e\u0442\u043e\u0440\u044b\u0445 \u044d\u0442\u043e \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u0443\u0435\u0442\u0441\u044f? \u041f\u043e\u0434\u0435\u043b\u0438\u0442\u0435\u0441\u044c \u0441\u0432\u043e\u0438\u043c\u0438 \u0432\u043f\u0435\u0447\u0430\u0442\u043b\u0435\u043d\u0438\u044f\u043c\u0438 \u0438 \u043c\u044b\u0441\u043b\u044f\u043c\u0438 \u0432 \u043a\u043e\u043c\u043c\u0435\u043d\u0442\u0430\u0440\u0438\u044f\u0445!\u00a0\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

\u041a\u0430\u0440\u0435\u043d \u0424\u0435\u0440\u0440\u0438\u0441 (Karen Ferris), \u0434\u0438\u0440\u0435\u043a\u0442\u043e\u0440 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0438 Macanta Consulting, \u0441\u0434\u0435\u043b\u0430\u043b\u0430\u00a0\u0432 \u0441\u0432\u043e\u0435\u043c \u0431\u043b\u043e\u0433\u0435\u00a0\u0438\u043d\u0442\u0435\u0440\u0435\u0441\u043d\u0443\u044e \u0437\u0430\u043f\u0438\u0441\u044c, \u043e\u0442\u0432\u0435\u0447\u0430\u044f \u043d\u0430 \u0437\u0430\u043c\u0435\u0442\u043a\u0443\u00a0\u0414\u0436\u0435\u0439\u0441\u043e\u043d\u0430\u00a0\u041b\u0435\u043c\u043a\u0438\u043d\u0430 (Jason Lemkin), \u0431\u0438\u0437\u043d\u0435\u0441\u043c\u0435\u043d\u0430\u00a0\u0438 \u0432\u0435\u0434\u0443\u0449\u0435\u0433\u043e\u00a0\u0430\u0432\u0442\u043e\u0440\u0430\u00a0\u043f\u043e\u0440\u0442\u0430\u043b\u0430 SaaStr.com. \u0414\u0436\u0435\u0439\u0441\u043e\u043d \u0443\u0442\u0432\u0435\u0440\u0436\u0434\u0430\u0435\u0442, \u0447\u0442\u043e \u0443\u0447\u0430\u0441\u0442\u0438\u0435 \u0438\u043d\u0436\u0435\u043d\u0435\u0440\u043e\u0432 \u0418\u0422 \u0432 \u0440\u0430\u0431\u043e\u0442\u0435 Service Desk \u0432\u043e\u043b\u0448\u0435\u0431\u043d\u043e \u043f\u043e\u0434\u043d\u0438\u043c\u0430\u0435\u0442 \u044d\u0444\u0444\u0435\u043a\u0442\u0438\u0432\u043d\u043e\u0441\u0442\u044c \u0438\u0445 \u0440\u0430\u0431\u043e\u0442\u044b.\u00a0\u041f\u0440\u0438\u0447\u0435\u043c \u0434\u043e\u0441\u0442\u0430\u0442\u043e\u0447\u043d\u043e \u0434\u0432\u0443\u0445\u0447\u0430\u0441\u043e\u0432\u043e\u0439 \u0441\u043c\u0435\u043d\u044b \u0440\u0430\u0437 \u0432 \u043a\u0432\u0430\u0440\u0442\u0430\u043b. \u0413\u043e\u0441\u043f\u043e\u0436\u0430 \u0424\u0435\u0440\u0440\u0438\u0441 \u0441 \u043d\u0438\u043c \u043a\u0430\u0442\u0435\u0433\u043e\u0440\u0438\u0447\u0435\u0441\u043a\u0438 \u043d\u0435 \u0441\u043e\u0433\u043b\u0430\u0441\u043d\u0430.\u00a0\u041e\u043d\u0430 \u0441\u0447\u0438\u0442\u0430\u0435\u0442, \u0447\u0442\u043e \u044d\u0442\u043e\u0433\u043e \u043c\u0430\u043b\u043e. \u041d\u0435\u043e\u0431\u0445\u043e\u0434\u0438\u043c\u043e, \u0447\u0442\u043e\u0431\u044b \u0432\u0441\u0435 \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u0438 \u0418\u0422 \u0440\u0435\u0433\u0443\u043b\u044f\u0440\u043d\u043e, \u0432 \u0440\u0430\u043c\u043a\u0430\u0445 \u043f\u043e\u0441\u0442\u043e\u044f\u043d\u043d\u043e \u0434\u0435\u0439\u0441\u0442\u0432\u0443\u044e\u0449\u0438\u0445 \u043f\u0440\u043e\u0433\u0440\u0430\u043c\u043c \u00ab\u043a\u043b\u0438\u0435\u043d\u0442\u0441\u043a\u043e\u0433\u043e \u043f\u043e\u0433\u0440\u0443\u0436\u0435\u043d\u0438\u044f\u00bb( \u2018customer immersion\u2019), \u043d\u0430\u0431\u043b\u044e\u0434\u0430\u043b\u0438 \u0437\u0430 \u0440\u0430\u0431\u043e\u0442\u043e\u0439 \u043a\u043e\u043d\u0435\u0447\u043d\u044b\u0445 \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u0435\u0439 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u0438\u0432\u0430\u0435\u043c\u044b\u0445 \u0441\u0435\u0440\u0432\u0438\u0441\u043e\u0432, \u043f\u0440\u0438\u0447\u0435\u043c \u043d\u0435\u043f\u043e\u0441\u0440\u0435\u0434\u0441\u0442\u0432\u0435\u043d\u043d\u043e \u043d\u0430 \u0438\u0445 \u0440\u0430\u0431\u043e\u0447\u0438\u0445 \u043c\u0435\u0441\u0442\u0430\u0445. \u0414\u043b\u044f \u0432\u043d\u0435\u0448\u043d\u0438\u0445 \u043a\u043b\u0438\u0435\u043d\u0442\u043e\u0432 \u041a\u043e\u0433\u0434\u0430 \u0432 \u043f\u043e\u0441\u043b\u0435\u0434\u043d\u0438\u0439 \u0440\u0430\u0437 \u0432\u044b \u0437\u0430\u0445\u043e\u0434\u0438\u043b\u0438 \u043d\u0430 \u200b\u200b\u0441\u0430\u0439\u0442 \u0441\u0432\u043e\u0435\u0439 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0438, \u0447\u0442\u043e\u0431\u044b \u0443\u0432\u0438\u0434\u0435\u0442\u044c, \u043d\u0430\u0441\u043a\u043e\u043b\u044c\u043a\u043e\u00a0\u043b\u0435\u0433\u043a\u043e \u0442\u0430\u043c \u043e\u0444\u043e\u0440\u043c\u0438\u0442\u044c \u0437\u0430\u043a\u0430\u0437, \u0438\u043b\u0438…<\/p>\n","protected":false},"author":2,"featured_media":15221,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[98,96,160,62],"tags":[],"class_list":["post-15219","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-people-roles-and-tasks","category-everything","category-maturity-csi","category-it-operations"],"yoast_head":"\n\u041f\u0440\u043e\u0439\u0442\u0438 \u043c\u0438\u043b\u044e \u0432 \u0438\u0445 \u0431\u043e\u0442\u0438\u043d\u043a\u0430\u0445? \u042d\u0442\u043e\u0433\u043e \u043c\u0430\u043b\u043e! – Digital Enterprise<\/title>\n<meta name=\"description\" content=\"\u041a\u0430\u0440\u0435\u043d \u0424\u0435\u0440\u0440\u0438\u0441 (Karen Ferris), \u0434\u0438\u0440\u0435\u043a\u0442\u043e\u0440 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0438 Macanta Consulting, \u0441\u0434\u0435\u043b\u0430\u043b\u0430\u00a0\u0432 \u0441\u0432\u043e\u0435\u043c \u0431\u043b\u043e\u0433\u0435\u00a0\u0438\u043d\u0442\u0435\u0440\u0435\u0441\u043d\u0443\u044e \u0437\u0430\u043f\u0438\u0441\u044c, \u043e\u0442\u0432\u0435\u0447\u0430\u044f \u043d\u0430 \u0437\u0430\u043c\u0435\u0442\u043a\u0443\u00a0\u0414\u0436\u0435\u0439\u0441\u043e\u043d\u0430\u00a0\u041b\u0435\u043c\u043a\u0438\u043d\u0430 (Jason\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/cleverics.ru\/digital\/2014\/07\/15219\/\" \/>\n<meta property=\"og:locale\" content=\"ru_RU\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u041f\u0440\u043e\u0439\u0442\u0438 \u043c\u0438\u043b\u044e \u0432 \u0438\u0445 \u0431\u043e\u0442\u0438\u043d\u043a\u0430\u0445? 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