{"id":7645,"date":"2023-10-04T21:40:11","date_gmt":"2023-10-04T21:40:11","guid":{"rendered":"https:\/\/otus.ru\/journal\/?p=7645"},"modified":"2023-10-04T21:40:12","modified_gmt":"2023-10-04T21:40:12","slug":"vliyanie-podderzhki-na-pribyl-kompanii-vypusknoj-proekt-na-kurse-rukovoditel-podderzhki-polzovatelej-v-it","status":"publish","type":"post","link":"https:\/\/otus.ru\/journal\/vliyanie-podderzhki-na-pribyl-kompanii-vypusknoj-proekt-na-kurse-rukovoditel-podderzhki-polzovatelej-v-it\/","title":{"rendered":"\u00ab\u0412\u043b\u0438\u044f\u043d\u0438\u0435 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438 \u043d\u0430 \u043f\u0440\u0438\u0431\u044b\u043b\u044c \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0438\u00bb \u2013 \u0432\u044b\u043f\u0443\u0441\u043a\u043d\u043e\u0439 \u043f\u0440\u043e\u0435\u043a\u0442 \u043d\u0430 \u043a\u0443\u0440\u0441\u0435 \u00ab\u0420\u0443\u043a\u043e\u0432\u043e\u0434\u0438\u0442\u0435\u043b\u044c \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438 \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u0435\u0439 \u0432 IT\u00bb"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_61 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >\u0421\u043e\u0434\u0435\u0440\u0436\u0430\u043d\u0438\u0435<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/otus.ru\/journal\/vliyanie-podderzhki-na-pribyl-kompanii-vypusknoj-proekt-na-kurse-rukovoditel-podderzhki-polzovatelej-v-it\/#%D0%A6%D0%B5%D0%BB%D1%8C_%D0%BF%D1%80%D0%BE%D0%B5%D0%BA%D1%82%D0%BD%D0%BE%D0%B9_%D1%80%D0%B0%D0%B1%D0%BE%D1%82%D1%8B\" title=\"\u0426\u0435\u043b\u044c \u043f\u0440\u043e\u0435\u043a\u0442\u043d\u043e\u0439 \u0440\u0430\u0431\u043e\u0442\u044b\">\u0426\u0435\u043b\u044c \u043f\u0440\u043e\u0435\u043a\u0442\u043d\u043e\u0439 \u0440\u0430\u0431\u043e\u0442\u044b<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/otus.ru\/journal\/vliyanie-podderzhki-na-pribyl-kompanii-vypusknoj-proekt-na-kurse-rukovoditel-podderzhki-polzovatelej-v-it\/#%D0%9F%D1%80%D0%BE%D0%B1%D0%BB%D0%B5%D0%BC%D1%8B\" title=\"\u041f\u0440\u043e\u0431\u043b\u0435\u043c\u044b\">\u041f\u0440\u043e\u0431\u043b\u0435\u043c\u044b<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/otus.ru\/journal\/vliyanie-podderzhki-na-pribyl-kompanii-vypusknoj-proekt-na-kurse-rukovoditel-podderzhki-polzovatelej-v-it\/#%D0%92%D0%BD%D0%B5%D0%B4%D1%80%D1%91%D0%BD%D0%BD%D1%8B%D0%B5_%D0%BF%D1%80%D0%B0%D0%BA%D1%82%D0%B8%D0%BA%D0%B8\" title=\"\u0412\u043d\u0435\u0434\u0440\u0451\u043d\u043d\u044b\u0435 \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u0438\">\u0412\u043d\u0435\u0434\u0440\u0451\u043d\u043d\u044b\u0435 \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u0438<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/otus.ru\/journal\/vliyanie-podderzhki-na-pribyl-kompanii-vypusknoj-proekt-na-kurse-rukovoditel-podderzhki-polzovatelej-v-it\/#%D0%A0%D0%B5%D0%B7%D1%83%D0%BB%D1%8C%D1%82%D0%B0%D1%82\" title=\"\u0420\u0435\u0437\u0443\u043b\u044c\u0442\u0430\u0442\">\u0420\u0435\u0437\u0443\u043b\u044c\u0442\u0430\u0442<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n\n<p class=\"wp-block-paragraph\">\u0412 \u043a\u043e\u043d\u0446\u0435 \u043e\u0431\u0443\u0447\u0435\u043d\u0438\u044f \u043d\u0430 \u043a\u0443\u0440\u0441\u0435 \u00ab<a href=\"https:\/\/otus.ru\/lessons\/head_of_support\/?utm_source=oj&amp;utm_medium=affilate&amp;utm_campaign=support\" title=\"\">\u0420\u0443\u043a\u043e\u0432\u043e\u0434\u0438\u0442\u0435\u043b\u044c \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438 \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u0435\u0439 \u0432 IT<\/a>\u00bb \u0441\u0442\u0443\u0434\u0435\u043d\u0442\u044b \u0437\u0430\u043a\u0440\u0435\u043f\u043b\u044f\u044e\u0442 \u0437\u043d\u0430\u043d\u0438\u044f \u0441 \u043f\u043e\u043c\u043e\u0449\u044c\u044e \u0441\u0430\u043c\u043e\u0441\u0442\u043e\u044f\u0442\u0435\u043b\u044c\u043d\u043e\u0433\u043e \u043f\u0440\u043e\u0435\u043a\u0442\u0430. \u041f\u043e\u0437\u043d\u0430\u043a\u043e\u043c\u044c\u0442\u0435\u0441\u044c \u0441 \u0432\u044b\u043f\u0443\u0441\u043a\u043d\u043e\u0439 \u0440\u0430\u0431\u043e\u0442\u043e\u0439 <strong><a href=\"https:\/\/t.me\/Yur_fo\" title=\"\">\u042e\u0440\u0438\u044f \u0424\u043e\u043c\u0438\u043d\u044b\u0445<\/a><\/strong>, \u0440\u0443\u043a\u043e\u0432\u043e\u0434\u0438\u0442\u0435\u043b\u044f \u0434\u0435\u043f\u0430\u0440\u0442\u0430\u043c\u0435\u043d\u0442\u0430 \u0432 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0438 \u00ab\u041f\u043e\u0447\u0442\u0430\u0442\u0435\u0445\u00bb.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%D0%A6%D0%B5%D0%BB%D1%8C_%D0%BF%D1%80%D0%BE%D0%B5%D0%BA%D1%82%D0%BD%D0%BE%D0%B9_%D1%80%D0%B0%D0%B1%D0%BE%D1%82%D1%8B\"><\/span>\u0426\u0435\u043b\u044c \u043f\u0440\u043e\u0435\u043a\u0442\u043d\u043e\u0439 \u0440\u0430\u0431\u043e\u0442\u044b<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u041f\u043e\u043a\u0430\u0437\u0430\u0442\u044c, \u043d\u0430\u0441\u043a\u043e\u043b\u044c\u043a\u043e \u0432\u0430\u0436\u043d\u0430 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0430 \u0432 \u0436\u0438\u0437\u043d\u0438 \u043f\u0440\u043e\u0434\u0443\u043a\u0442\u0430; \u043a\u0430\u043a \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0430 \u043f\u043e\u043c\u043e\u0433\u0430\u0435\u0442 \u0440\u0430\u0437\u0432\u0438\u0432\u0430\u0442\u044c \u043f\u0440\u043e\u0434\u0443\u043a\u0442, \u0441\u043d\u0438\u0436\u0430\u0442\u044c \u043d\u0435\u0433\u0430\u0442\u0438\u0432 \u0438 \u0437\u0430\u0440\u0430\u0431\u0430\u0442\u044b\u0432\u0430\u0442\u044c.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2013 \u042e\u0440\u0430, \u0441\u0434\u0435\u043b\u0430\u0439 \u0442\u0430\u043a, \u0447\u0442\u043e\u0431\u044b \u0431\u044b\u043b\u043e \u0445\u043e\u0440\u043e\u0448\u043e, \u2013 \u0442\u0430\u043a \u0441\u043a\u0430\u0437\u0430\u043b product owner. <\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"659\" height=\"498\" src=\"https:\/\/otus.ru\/journal\/wp-content\/uploads\/2023\/10\/Screenshot_1.png\" alt=\"\u00ab\u0412\u043b\u0438\u044f\u043d\u0438\u0435 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438 \u043d\u0430 \u043f\u0440\u0438\u0431\u044b\u043b\u044c \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0438\u00bb \u2013 \u0432\u044b\u043f\u0443\u0441\u043a\u043d\u043e\u0439 \u043f\u0440\u043e\u0435\u043a\u0442 \u043d\u0430 \u043a\u0443\u0440\u0441\u0435 \u00ab\u0420\u0443\u043a\u043e\u0432\u043e\u0434\u0438\u0442\u0435\u043b\u044c \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438 \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u0435\u0439 \u0432 IT\u00bb\" class=\"wp-image-7646\" srcset=\"https:\/\/otus.ru\/journal\/wp-content\/uploads\/2023\/10\/Screenshot_1.png 659w, https:\/\/otus.ru\/journal\/wp-content\/uploads\/2023\/10\/Screenshot_1-300x227.png 300w, https:\/\/otus.ru\/journal\/wp-content\/uploads\/2023\/10\/Screenshot_1-150x113.png 150w, https:\/\/otus.ru\/journal\/wp-content\/uploads\/2023\/10\/Screenshot_1-87x67.png 87w\" sizes=\"auto, (max-width: 659px) 100vw, 659px\" \/><script type=\"application\/ld+json\">{\"@context\":\"https:\/\/schema.org\",\"@type\":\"ImageObject\",\"url\":\"https:\/\/otus.ru\/journal\/wp-content\/uploads\/2023\/10\/Screenshot_1.png\",\"width\":\"659\",\"height\":\"498\"}<\/script><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">\u041a\u043e\u0433\u0434\u0430 \u044f \u043f\u0440\u0438\u0448\u0451\u043b \u0432 \u043d\u043e\u0432\u044b\u0439 \u043f\u0440\u043e\u0435\u043a\u0442, \u0442\u043e \u0443\u0432\u0438\u0434\u0435\u043b \u0441\u043b\u0435\u0434\u0443\u044e\u0449\u0443\u044e \u043a\u0430\u0440\u0442\u0438\u043d\u0443.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%D0%9F%D1%80%D0%BE%D0%B1%D0%BB%D0%B5%D0%BC%D1%8B\"><\/span>\u041f\u0440\u043e\u0431\u043b\u0435\u043c\u044b<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">1.\u00a0 \u00a0 \u00a0<strong>\u041d\u0435\u0442 \u0442\u0438\u043a\u0435\u0442-\u0442\u0440\u0435\u043a\u0438\u043d\u0433\u0430.<\/strong> \u0417\u0430\u044f\u0432\u043a\u0438 \u0442\u0435\u0440\u044f\u044e\u0442\u0441\u044f \u0438 \u044d\u0442\u043e \u0437\u043b\u0438\u0442 \u043a\u043b\u0438\u0435\u043d\u0442\u043e\u0432.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">2. \u00a0 \u00a0 <strong>\u041d\u0435\u0442 \u0443\u0434\u043e\u0431\u043d\u043e\u0433\u043e \u043a\u0430\u043d\u0430\u043b\u0430 \u0434\u043b\u044f \u043a\u043b\u0438\u0435\u043d\u0442\u043e\u0432.<\/strong> \u0415\u0434\u0438\u043d\u0441\u0442\u0432\u0435\u043d\u043d\u044b\u0439 \u043a\u0430\u043d\u0430\u043b \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438 \u2013 \u044d\u043b\u0435\u043a\u0442\u0440\u043e\u043d\u043d\u0430\u044f \u043f\u043e\u0447\u0442\u0430.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">3. \u00a0 \u00a0 <strong>\u041d\u0435\u0442 \u0431\u0430\u0437\u044b \u0437\u043d\u0430\u043d\u0438\u0439.<\/strong> \u041e\u043f\u0435\u0440\u0430\u0442\u043e\u0440\u044b \u0434\u043e\u043b\u0433\u043e \u043e\u0442\u0432\u0435\u0447\u0430\u044e\u0442 \u043d\u0430 \u0442\u0438\u043f\u043e\u0432\u044b\u0435 \u0432\u043e\u043f\u0440\u043e\u0441\u044b, \u0432\u0440\u0435\u043c\u0435\u043d\u0438 \u043d\u0430 \u0430\u043d\u0430\u043b\u0438\u0437 \u0441\u043b\u043e\u0436\u043d\u044b\u0445 \u043a\u0435\u0439\u0441\u043e\u0432 \u043e\u0441\u0442\u0430\u0451\u0442\u0441\u044f \u043c\u0430\u043b\u043e.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">4. \u00a0 \u00a0 <strong>\u041d\u0435\u0442 \u043d\u0438\u043a\u0430\u043a\u0438\u0445 \u043c\u0435\u0442\u0440\u0438\u043a \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438.<\/strong> \u041d\u0435\u043f\u043e\u043d\u044f\u0442\u043d\u043e, \u0433\u0434\u0435 \u043c\u044b \u043d\u0430\u0445\u043e\u0434\u0438\u043c\u0441\u044f \u0438 \u0432 \u043a\u0430\u043a\u043e\u043c \u043d\u0430\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u0438 \u0434\u0432\u0438\u0436\u0435\u043c\u0441\u044f.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">5. \u00a0 \u00a0 <strong>\u041d\u0435\u0442 \u043d\u0438\u043a\u0430\u043a\u043e\u0439 \u043e\u0442\u0447\u0435\u0442\u043d\u043e\u0441\u0442\u0438.<\/strong> \u0421\u043f\u0440\u043e\u0433\u043d\u043e\u0437\u0438\u0440\u043e\u0432\u0430\u0442\u044c \u043d\u0430\u0433\u0440\u0443\u0437\u043a\u0443 \u043d\u0435\u0432\u043e\u0437\u043c\u043e\u0436\u043d\u043e.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">6. \u00a0 \u00a0 <strong>\u041d\u0435\u0442 \u043e\u043d\u0431\u043e\u0440\u0434\u0438\u043d\u0433\u0430 \u0434\u043b\u044f \u043d\u043e\u0432\u043e\u0433\u043e \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u0430.<\/strong> \u041d\u043e\u0432\u044b\u0435 \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u0438 \u0430\u0434\u0430\u043f\u0442\u0438\u0440\u0443\u044e\u0442\u0441\u044f \u043f\u043e \u043f\u043e\u043b\u0433\u043e\u0434\u0430.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">7.\u00a0 \u00a0 \u00a0<strong>\u00ab\u0424\u0430\u043a\u0442\u043e\u0440 \u0430\u0432\u0442\u043e\u0431\u0443\u0441\u0430\u00bb \u0432 \u0432\u0438\u0434\u0435 \u043e\u0434\u043d\u043e\u0433\u043e [\u0446\u0435\u043d\u043d\u043e\u0433\u043e] \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u0430 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438.<\/strong> \u041e\u043d \u0443\u043d\u0451\u0441 \u0431\u044b \u0441 \u0441\u043e\u0431\u043e\u0439 \u0432\u0441\u0435 \u0437\u043d\u0430\u043d\u0438\u044f \u043f\u0440\u0438 \u0443\u0432\u043e\u043b\u044c\u043d\u0435\u043d\u0438\u0438.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">8.\u00a0 \u00a0 <strong>\u041c\u0435\u043d\u0435\u0434\u0436\u0435\u0440\u044b \u043d\u0435 \u043f\u0440\u043e\u0445\u043e\u0434\u044f\u0442 \u043e\u0431\u0443\u0447\u0435\u043d\u0438\u0435.<\/strong> \u041c\u0435\u043d\u0435\u0434\u0436\u0435\u0440\u044b \u043f\u043e \u043f\u0440\u043e\u0434\u0430\u0436\u0430\u043c \u043d\u0435 \u043f\u043e\u043d\u0438\u043c\u0430\u044e\u0442, \u0447\u0442\u043e \u043f\u0440\u043e\u0434\u0430\u044e\u0442 \u0438 \u043d\u0435 \u0443\u0441\u043f\u0435\u0432\u0430\u044e\u0442 \u0437\u0430 \u0440\u0430\u0437\u0432\u0438\u0442\u0438\u0435\u043c \u043f\u0440\u043e\u0434\u0443\u043a\u0442\u0430.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">9. \u00a0 \u00a0 <strong>NPS ~ 20 \u0438 \u0441\u043d\u0438\u0436\u0430\u0435\u0442\u0441\u044f.<\/strong> \u0418\u0437-\u0437\u0430 \u0432\u0441\u0435\u0433\u043e \u043f\u0435\u0440\u0435\u0447\u0438\u0441\u043b\u0435\u043d\u043d\u043e\u0433\u043e \u0443\u0434\u043e\u0432\u043b\u0435\u0442\u0432\u043e\u0440\u0451\u043d\u043d\u043e\u0441\u0442\u044c \u043a\u043b\u0438\u0435\u043d\u0442\u043e\u0432 \u043f\u0430\u0434\u0430\u0435\u0442.\u00a0\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%D0%92%D0%BD%D0%B5%D0%B4%D1%80%D1%91%D0%BD%D0%BD%D1%8B%D0%B5_%D0%BF%D1%80%D0%B0%D0%BA%D1%82%D0%B8%D0%BA%D0%B8\"><\/span>\u0412\u043d\u0435\u0434\u0440\u0451\u043d\u043d\u044b\u0435 \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u0438<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u0422\u0438\u043a\u0435\u0442-\u0442\u0440\u0435\u043a\u0438\u043d\u0433 \u0438 \u0430\u0432\u0442\u043e\u043c\u0430\u0442\u0438\u0437\u0430\u0446\u0438\u044f \u043e\u0434\u043d\u043e\u0442\u0438\u043f\u043d\u044b\u0445 \u0432\u043e\u043f\u0440\u043e\u0441\u043e\u0432.<\/li>\n\n\n\n<li>\u041f\u043e\u0441\u0442\u043e\u044f\u043d\u043d\u043e\u0435 \u0443\u043b\u0443\u0447\u0448\u0435\u043d\u0438\u0435 \u043f\u0440\u043e\u0434\u0443\u043a\u0442\u0430 \u0447\u0435\u0440\u0435\u0437 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0443 (\u0440\u0430\u0431\u043e\u0442\u0430 \u0441 \u0437\u0430\u043f\u0440\u043e\u0441\u0430\u043c\u0438 \u043d\u0430 \u0438\u0437\u043c\u0435\u043d\u0435\u043d\u0438\u0435, \u0440\u043e\u0441\u0442 \u043a\u0430\u0447\u0435\u0441\u0442\u0432\u0435\u043d\u043d\u044b\u0445 \u043c\u0435\u0442\u0440\u0438\u043a).<\/li>\n\n\n\n<li>\u041e\u0431\u043d\u0430\u0440\u0443\u0436\u0435\u043d\u0438\u0435 \u0438 \u0440\u0435\u0448\u0435\u043d\u0438\u0435 \u043f\u0440\u043e\u0431\u043b\u0435\u043c\u044b \u043d\u0430 \u0440\u0430\u043d\u043d\u0435\u0439 \u0441\u0442\u0430\u0434\u0438\u0438 (\u043c\u043e\u043d\u0438\u0442\u043e\u0440\u0438\u043d\u0433, \u0441\u043d\u0438\u0436\u0435\u043d\u0438\u0435 \u043a\u043e\u043b\u0438\u0447\u0435\u0441\u0442\u0432\u0435\u043d\u043d\u044b\u0445 \u043c\u0435\u0442\u0440\u0438\u043a).<\/li>\n\n\n\n<li>\u041f\u043e\u0434\u0440\u043e\u0431\u043d\u044b\u0439 \u0430\u043d\u0430\u043b\u0438\u0437 \u0432\u043e\u0437\u043d\u0438\u043a\u0448\u0438\u0445 \u043f\u0440\u043e\u0431\u043b\u0435\u043c (\u00ab\u043f\u043e\u0441\u0442\u043c\u043e\u0440\u0442\u0435\u043c\u044b\u00bb).<\/li>\n\n\n\n<li>\u041f\u0440\u043e\u0437\u0440\u0430\u0447\u043d\u044b\u0439 SLA (\u0434\u043e\u0432\u043e\u043b\u044c\u043d\u044b\u0439 \u0437\u0430\u043a\u0430\u0437\u0447\u0438\u043a!).<\/li>\n\n\n\n<li>\u041f\u043e\u0441\u0442\u043e\u044f\u043d\u043d\u043e\u0435 \u0440\u0430\u0437\u0432\u0438\u0442\u0438\u0435 \u0431\u0430\u0437\u044b \u0437\u043d\u0430\u043d\u0438\u0439 (\u0440\u0435\u0448\u0430\u0435\u0442 \u043f\u0440\u043e\u0431\u043b\u0435\u043c\u0443 \u00ab\u0444\u0430\u043a\u0442\u043e\u0440\u0430 \u0430\u0432\u0442\u043e\u0431\u0443\u0441\u0430\u00bb).<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%D0%A0%D0%B5%D0%B7%D1%83%D0%BB%D1%8C%D1%82%D0%B0%D1%82\"><\/span>\u0420\u0435\u0437\u0443\u043b\u044c\u0442\u0430\u0442<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">1. &nbsp; &nbsp; \u0422\u0438\u043a\u0435\u0442-\u0442\u0440\u0435\u043a\u0438\u043d\u0433 \u0432\u043d\u0435\u0434\u0440\u0451\u043d. \u0423 \u043a\u0430\u0436\u0434\u043e\u0433\u043e \u0437\u0430\u043f\u0440\u043e\u0441\u0430 \u0435\u0441\u0442\u044c \u0436\u0438\u0437\u043d\u0435\u043d\u043d\u044b\u0439 \u0446\u0438\u043a\u043b.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">2. &nbsp; &nbsp; \u0420\u0430\u0431\u043e\u0442\u0430\u044e\u0442 \u043f\u044f\u0442\u044c \u043a\u0430\u043d\u0430\u043b\u043e\u0432 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">3. &nbsp; &nbsp; \u0412\u043d\u0435\u0434\u0440\u0435\u043d\u0430 \u0438 \u043f\u043e\u0441\u0442\u043e\u044f\u043d\u043d\u043e \u043e\u0431\u043d\u043e\u0432\u043b\u044f\u0435\u0442\u0441\u044f \u0431\u0430\u0437\u0430 \u0437\u043d\u0430\u043d\u0438\u0439.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">4. &nbsp; &nbsp; \u0421\u0447\u0438\u0442\u0430\u044e\u0442\u0441\u044f \u043c\u0435\u0442\u0440\u0438\u043a\u0438 CSAT, CSI, Retention.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">5. &nbsp; &nbsp; \u0413\u043e\u0442\u043e\u0432\u044f\u0442\u0441\u044f \u0435\u0436\u0435\u043d\u0435\u0434\u0435\u043b\u044c\u043d\u044b\u0435 \u043e\u0442\u0447\u0451\u0442\u044b.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">6. &nbsp; &nbsp; \u0420\u0430\u0437\u0440\u0430\u0431\u043e\u0442\u0430\u043d\u0430 \u043f\u0440\u043e\u0433\u0440\u0430\u043c\u043c\u0430 \u043e\u043d\u0431\u043e\u0440\u0434\u0438\u043d\u0433\u0430 \u0434\u043b\u044f \u043d\u043e\u0432\u0438\u0447\u043a\u0430.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">7. &nbsp; &nbsp; \u0421\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u0438 \u043e\u0431\u043c\u0435\u043d\u0438\u0432\u0430\u044e\u0442\u0441\u044f \u043e\u043f\u044b\u0442\u043e\u043c.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">8.&nbsp; &nbsp; \u041c\u0435\u043d\u0435\u0434\u0436\u0435\u0440\u043e\u0432 \u043e\u0431\u0443\u0447\u0430\u044e\u0442 \u0440\u0430\u0437 \u0432 \u043a\u0432\u0430\u0440\u0442\u0430\u043b.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">9. &nbsp; &nbsp; NPS ~ 30 \u0438 \u0440\u0430\u0441\u0442\u0451\u0442.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u0412 \u0434\u0430\u043b\u044c\u043d\u0435\u0439\u0448\u0435\u043c \u044f \u0440\u0430\u0441\u043f\u0440\u043e\u0441\u0442\u0440\u0430\u043d\u0438\u043b \u0438\u0437\u0443\u0447\u0435\u043d\u043d\u044b\u0435 \u043f\u0440\u0430\u043a\u0442\u0438\u043a\u0438 \u0438 \u043d\u0430 \u0434\u0440\u0443\u0433\u0438\u0435 \u043f\u0440\u043e\u0435\u043a\u0442\u044b.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u0412 \u043a\u043e\u043d\u0446\u0435 \u043e\u0431\u0443\u0447\u0435\u043d\u0438\u044f \u043d\u0430 \u043a\u0443\u0440\u0441\u0435 \u00ab\u0420\u0443\u043a\u043e\u0432\u043e\u0434\u0438\u0442\u0435\u043b\u044c \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438 \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u0435\u0439 \u0432 IT\u00bb \u0441\u0442\u0443\u0434\u0435\u043d\u0442\u044b \u0437\u0430\u043a\u0440\u0435\u043f\u043b\u044f\u044e\u0442 \u0437\u043d\u0430\u043d\u0438\u044f \u0441 \u043f\u043e\u043c\u043e\u0449\u044c\u044e \u0441\u0430\u043c\u043e\u0441\u0442\u043e\u044f\u0442\u0435\u043b\u044c\u043d\u043e\u0433\u043e \u043f\u0440\u043e\u0435\u043a\u0442\u0430. \u041f\u043e\u0437\u043d\u0430\u043a\u043e\u043c\u044c\u0442\u0435\u0441\u044c \u0441 \u0432\u044b\u043f\u0443\u0441\u043a\u043d\u043e\u0439 \u0440\u0430\u0431\u043e\u0442\u043e\u0439 \u042e\u0440\u0438\u044f \u0424\u043e\u043c\u0438\u043d\u044b\u0445, \u0440\u0443\u043a\u043e\u0432\u043e\u0434\u0438\u0442\u0435\u043b\u044f \u0434\u0435\u043f\u0430\u0440\u0442\u0430\u043c\u0435\u043d\u0442\u0430 \u0432 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0438 \u00ab\u041f\u043e\u0447\u0442\u0430\u0442\u0435\u0445\u00bb. \u0426\u0435\u043b\u044c \u043f\u0440\u043e\u0435\u043a\u0442\u043d\u043e\u0439 \u0440\u0430\u0431\u043e\u0442\u044b \u041f\u043e\u043a\u0430\u0437\u0430\u0442\u044c, \u043d\u0430\u0441\u043a\u043e\u043b\u044c\u043a\u043e \u0432\u0430\u0436\u043d\u0430 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0430 \u0432 \u0436\u0438\u0437\u043d\u0438 \u043f\u0440\u043e\u0434\u0443\u043a\u0442\u0430; \u043a\u0430\u043a \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0430 \u043f\u043e\u043c\u043e\u0433\u0430\u0435\u0442 \u0440\u0430\u0437\u0432\u0438\u0432\u0430\u0442\u044c \u043f\u0440\u043e\u0434\u0443\u043a\u0442, \u0441\u043d\u0438\u0436\u0430\u0442\u044c \u043d\u0435\u0433\u0430\u0442\u0438\u0432 \u0438 \u0437\u0430\u0440\u0430\u0431\u0430\u0442\u044b\u0432\u0430\u0442\u044c. \u2013 \u042e\u0440\u0430, \u0441\u0434\u0435\u043b\u0430\u0439 \u0442\u0430\u043a, \u0447\u0442\u043e\u0431\u044b \u0431\u044b\u043b\u043e \u0445\u043e\u0440\u043e\u0448\u043e, \u2013 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