{"id":39707,"date":"2025-04-17T19:14:07","date_gmt":"2025-04-17T17:14:07","guid":{"rendered":"https:\/\/uxwritingar.com\/staging\/?p=39707"},"modified":"2025-04-20T18:23:37","modified_gmt":"2025-04-20T16:23:37","slug":"%d8%af%d9%84%d9%8a%d9%84-%d8%b4%d8%a7%d9%85%d9%84-%d9%84%d8%a5%d8%aa%d9%82%d8%a7%d9%86-%d9%85%d8%b5%d8%b7%d9%84%d8%ad%d8%a7%d8%aa-%d8%aa%d8%ac%d8%b1%d8%a8%d8%a9-%d8%a7%d9%84%d8%b9%d9%85%d9%8a%d9%84-c","status":"publish","type":"post","link":"https:\/\/uxwritingar.com\/staging\/customer-experience\/39707\/","title":{"rendered":"\u062f\u0644\u064a\u0644 \u0634\u0627\u0645\u0644 \u0644\u0625\u062a\u0642\u0627\u0646 \u0645\u0635\u0637\u0644\u062d\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (CX) | 50 \u0645\u0635\u0637\u0644\u062d \u0644\u0644\u0645\u062a\u062e\u0635\u0635\u064a\u0646"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">\u0641\u064a \u0639\u0627\u0644\u0645 \u0627\u0644\u0623\u0639\u0645\u0627\u0644 \u0627\u0644\u064a\u0648\u0645\u061b \u062d\u064a\u062b \u0623\u0635\u0628\u062d \u0627\u0644\u0639\u0645\u064a\u0644 \u0647\u0648 \u0627\u0644\u0639\u0646\u0635\u0631 \u0627\u0644\u0645\u062d\u0631\u0651\u0643 \u0648\u0627\u0644\u0645\u062a\u062d\u0643\u0651\u0645 \u0641\u064a \u0645\u0633\u0627\u0631 \u0627\u0644\u0633\u0648\u0642\u060c \u0644\u0645 \u064a\u0639\u064f\u062f \u0627\u0644\u0625\u0644\u0645\u0627\u0645 \u0628\u062a\u0641\u0627\u0635\u064a\u0644 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Experience &#8211; CX) \u0645\u062c\u0631\u062f \u0645\u064a\u0632\u0629 \u0625\u0636\u0627\u0641\u064a\u0629\u061b \u0628\u0644 \u0628\u0627\u062a \u0636\u0631\u0648\u0631\u0629 \u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0629 \u0644\u0627 \u063a\u0646\u0649 \u0639\u0646\u0647\u0627 \u0644\u0643\u0644 \u0645\u0646 \u064a\u0633\u0639\u0649 \u0625\u0644\u0649 \u0627\u0644\u062a\u0645\u064a\u0651\u0632 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\u0627\u0644\u0643\u0644\u064a\u0651\u0629 \u0627\u0644\u062a\u064a \u064a\u062e\u0648\u0636\u0647\u0627 \u0627\u0644\u0639\u0645\u064a\u0644 \u0645\u0639 \u0639\u0644\u0627\u0645\u062a\u0643 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0639\u0628\u0631 \u062c\u0645\u064a\u0639 \u0646\u0642\u0627\u0637 \u0627\u0644\u062a\u0648\u0627\u0635\u0644\u060c \u062e\u0644\u0627\u0644 \u0627\u0644\u0631\u062d\u0644\u0629 \u0627\u0644\u0643\u0627\u0645\u0644\u0629 \u0627\u0644\u062a\u064a \u062a\u0628\u062f\u0623 \u0645\u0646 \u0645\u0631\u062d\u0644\u0629 \u0627\u0644\u0648\u0639\u064a (\u0645\u0627 \u0642\u0628\u0644 \u0627\u0644\u0634\u0631\u0627\u0621)\u060c \u0648\u062a\u0645\u062a\u062f \u0625\u0644\u0649 \u0644\u062d\u0638\u0629 \u0627\u0644\u0634\u0631\u0627\u0621\u060c \u0648\u062a\u0648\u0627\u0635\u0644 \u062a\u0648\u0627\u062c\u062f\u0647\u0627 \u0628\u0639\u062f \u0625\u062a\u0645\u0627\u0645 \u0627\u0644\u0639\u0645\u0644\u064a\u0629 (\u0645\u0627 \u0628\u0639\u062f \u0627\u0644\u0634\u0631\u0627\u0621).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0627\u0644\u0647\u062f\u0641 \u0627\u0644\u0623\u0633\u0645\u0649 \u0645\u0646 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0647\u0648 \u0635\u064a\u0627\u063a\u0629 \u062a\u062c\u0627\u0631\u0628 \u0625\u064a\u062c\u0627\u0628\u064a\u0629 \u0648\u0630\u0627\u062a \u0645\u0639\u0646\u0649 \u062a\u064f\u0641\u0636\u064a \u0625\u0644\u0649 \u0631\u0636\u0627 \u0648\u0648\u0644\u0627\u0621 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062f\u0651\u0627\u0626\u0645\u064e\u064a\u0646.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u062a\u062e\u064a\u0651\u0644 \u0627\u0644\u0623\u0645\u0631 \u0643\u0632\u064a\u0627\u0631\u0629 \u0625\u0644\u0649 \u0645\u0642\u0647\u0627\u0643 \u0627\u0644\u0645\u0641\u0636\u0644 &#8211; \u0623\u0646\u062a \u0627\u0644\u0639\u0645\u064a\u0644 \u0641\u0627\u0646\u062a\u0628\u0647 \u0644\u0644\u062a\u0641\u0627\u0635\u064a\u0644: \u0627\u0628\u062a\u0633\u0627\u0645\u0629 \u0639\u0627\u0645\u0644 \u0627\u0644\u0642\u0647\u0648\u0629\u060c \u0631\u0627\u0626\u062d\u0629 \u0627\u0644\u0642\u0647\u0648\u0629 \u0627\u0644\u0637\u0627\u0632\u062c\u0629\u060c \u0648\u062f\u0641\u0621 \u0647\u0630\u0627 \u0627\u0644\u0645\u0643\u0627\u0646 \u0627\u0644\u0630\u064a \u062a\u062a\u0631\u062f\u062f \u0625\u0644\u064a\u0647. \u0643\u0644\u0651 \u0630\u0644\u0643 \u064a\u0634\u0643\u0651\u0644 \u0645\u0639\u0627\u064b \u0645\u0627 \u064a\u064f\u0639\u0631\u0641 \u0628\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644. \u0648\u0627\u0644\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0625\u064a\u062c\u0627\u0628\u064a\u0629 \u062a\u062c\u0639\u0644 \u0645\u0646 \u0627\u0644\u0639\u0648\u062f\u0629 \u0639\u0627\u062f\u0629!<\/span><\/p>\n<p><b>\u0627\u0642\u0631\u0623 \u0623\u064a\u0636\u0627\u064b: <\/b><a href=\"https:\/\/uxwritingar.com\/staging\/resources\/37152\" target=\"_blank\" rel=\"noopener\"><b>\u0645\u0627 \u0647\u064a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (CX)\u061f \u0648\u0644\u0645\u064e \u0647\u064a \u0645\u0647\u0645\u0629\u061f<\/b><\/a><\/p>\n<h3><strong><span style=\"font-size: 20px;\">2. \u0627\u0644\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0631\u0642\u0645\u064a\u0629 \u0644\u0644\u0639\u0645\u064a\u0644 (Digital Customer Experience &#8211; DCX)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u062a\u0631\u0643\u0651\u0632 \u0627\u0644\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0631\u0642\u0645\u064a\u0629 \u0644\u0644\u0639\u0645\u064a\u0644 \u0639\u0644\u0649 \u0627\u0644\u062a\u0641\u0627\u0639\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u062a\u0645 \u0628\u064a\u0646 \u0627\u0644\u0639\u0645\u064a\u0644 \u0648\u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0639\u0628\u0631 \u0627\u0644\u0648\u0633\u0627\u0626\u0637 \u0627\u0644\u0631\u0642\u0645\u064a\u0629: \u0627\u0644\u0645\u0648\u0627\u0642\u0639 \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a\u0629\u060c \u0627\u0644\u062a\u0637\u0628\u064a\u0642\u0627\u062a\u060c \u0648\u0633\u0627\u0626\u0644 \u0627\u0644\u062a\u0648\u0627\u0635\u0644 \u0627\u0644\u0627\u062c\u062a\u0645\u0627\u0639\u064a\u060c \u0648\u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a. \u0648\u064a\u062a\u0639\u0644\u0642 \u0627\u0644\u0623\u0645\u0631 \u0647\u0646\u0627 \u0628\u062a\u062d\u0633\u064a\u0646 \u0647\u0630\u0647 \u0627\u0644\u0646\u0642\u0627\u0637 \u0627\u0644\u0631\u0642\u0645\u064a\u0629 \u0644\u062a\u0643\u0648\u0646 \u0644\u064a\u0633\u062a \u0641\u0642\u0637 \u0639\u0645\u0644\u064a\u0629\u060c \u0628\u0644 \u0633\u0644\u0633\u0629\u060c \u0648\u062c\u0630\u0627\u0628\u0629\u060c \u0648\u0633\u0647\u0644\u0629 \u0627\u0644\u0627\u0633\u062a\u062e\u062f\u0627\u0645.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0625\u0646\u0651 \u062a\u0637\u0628\u064a\u0642 \u062c\u0648\u0651\u0627\u0644 \u0645\u0635\u0645\u0651\u0645 \u0628\u0639\u0646\u0627\u064a\u0629\u060c \u064a\u0645\u0643\u0651\u0646 \u0627\u0644\u0639\u0645\u064a\u0644 \u0645\u0646 \u062a\u0635\u0641\u0651\u062d \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0648\u062a\u0646\u0641\u064a\u0630 \u0627\u0644\u0637\u0651\u0644\u0628\u0627\u062a \u0628\u0633\u0647\u0648\u0644\u0629\u060c \u0647\u0648 \u0645\u062b\u0627\u0644 \u0644\u062a\u062c\u0631\u0628\u0629 \u0631\u0642\u0645\u064a\u0629 \u0625\u064a\u062c\u0627\u0628\u064a\u0629. \u0641\u064a \u0627\u0644\u0645\u0642\u0627\u0628\u0644\u060c \u0645\u0648\u0642\u0639 \u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u0628\u0637\u064a\u0621 \u0648\u0635\u0639\u0628 \u0627\u0644\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0642\u062f \u064a\u0624\u062f\u064a \u0625\u0644\u0649 \u0627\u0644\u0625\u062d\u0628\u0627\u0637 \u0648\u062e\u0633\u0627\u0631\u0629 \u0627\u0644\u0639\u0645\u064a\u0644.<\/span><\/p>\n<p><b>\u062a\u0635\u0641\u0651\u062d \u0623\u064a\u0636\u0627\u064b: <\/b><a href=\"https:\/\/uxwritingar.com\/staging\/customer-experience\/35379\" target=\"_blank\" rel=\"noopener\"><b>\u0645\u0627 \u0623\u0647\u0645\u064a\u0629 \u062f\u0631\u0627\u0633\u0629 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (CX) \u0641\u064a \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0627\u0644\u0631\u0642\u0645\u064a\u0629\u061f<\/b><\/a><\/p>\n<h3><strong><span style=\"font-size: 20px;\">3. \u0625\u062f\u0627\u0631\u0629 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Experience Management &#8211; CEM\/CXM)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u062a\u0645\u062b\u0651\u0644 \u0625\u062f\u0627\u0631\u0629 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u0625\u0637\u0627\u0631 \u0627\u0644\u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a \u0627\u0644\u0634\u0627\u0645\u0644\u060c \u0648\u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0627\u0644\u0645\u0646\u0647\u062c\u064a\u0651\u0629\u060c \u0648\u0627\u0644\u062a\u0642\u0646\u064a\u0627\u062a \u0627\u0644\u062a\u0643\u0646\u0648\u0644\u0648\u062c\u064a\u0629 \u0627\u0644\u062a\u064a \u062a\u0639\u062a\u0645\u062f\u0647\u0627 \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0644\u0645\u0631\u0627\u0642\u0628\u0629 \u0648\u062a\u062d\u0633\u064a\u0646 \u062c\u0645\u064a\u0639 \u0627\u0644\u062a\u0641\u0627\u0639\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u064a\u062e\u0648\u0636\u0647\u0627 \u0627\u0644\u0639\u0645\u064a\u0644 \u0645\u0639 \u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0648\u0627\u0644\u063a\u0627\u064a\u0629 \u0627\u0644\u0643\u0628\u0631\u0649 \u0645\u0646 CXM \u0647\u064a \u0636\u0645\u0627\u0646 \u062a\u0642\u062f\u064a\u0645 \u062a\u062c\u0627\u0631\u0628 \u0625\u064a\u062c\u0627\u0628\u064a\u0629 \u0628\u0627\u0633\u062a\u0645\u0631\u0627\u0631 \u0641\u064a \u0643\u0644 \u0646\u0642\u0637\u0629 \u062a\u0648\u0627\u0635\u0644\u060c \u0628\u0645\u0627 \u064a\u0639\u0632\u0632 \u0627\u0644\u0631\u0636\u0627\u060c \u0648\u064a\u0642\u0648\u0651\u064a \u0627\u0644\u0648\u0644\u0627\u0621\u060c \u0648\u064a\u062d\u0648\u0651\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0625\u0644\u0649 \u0633\u0641\u0631\u0627\u0621 \u0623\u0648\u0641\u064a\u0627\u0621 \u0644\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u062a\u062e\u064a\u0651\u0644 CEM \u0643\u0642\u0627\u0626\u062f \u0623\u0648\u0631\u0643\u0633\u062a\u0631\u0627\u060c \u064a\u064f\u0646\u0633\u0651\u0642 \u0645\u0627 \u0628\u064a\u0646 \u062e\u062f\u0645\u0627\u062a \u0627\u0644\u062a\u0633\u0648\u064a\u0642 \u0648\u0627\u0644\u0645\u0628\u064a\u0639\u0627\u062a \u0648\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0644\u064a\u0646\u062a\u062c \u0633\u064a\u0645\u0641\u0648\u0646\u064a\u0629 \u0645\u062a\u0646\u0627\u063a\u0645\u0629 \u0645\u0646 \u062a\u062c\u0631\u0628\u0629 \u0639\u0645\u064a\u0644 \u0645\u062b\u0627\u0644\u064a\u0629.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">4. \u0628\u0631\u0646\u0627\u0645\u062c \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Experience Program)<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u064a\u064f\u0639\u062f\u0651 \u0628\u0631\u0646\u0627\u0645\u062c \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0646\u0647\u062c\u0627\u064b \u0645\u0646\u0638\u0651\u0645\u0627\u064b \u062a\u062a\u0628\u0639\u0647 \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0644\u0642\u064a\u0627\u0633 \u0648\u062a\u062d\u0644\u064a\u0644 \u0648\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u062a\u0641\u0627\u0639\u0644\u0627\u062a \u0648\u0627\u0644\u0627\u0646\u0637\u0628\u0627\u0639\u0627\u062a \u0627\u0644\u062a\u064a \u064a\u0645\u0631 \u0628\u0647\u0627 \u0627\u0644\u0639\u0645\u064a\u0644 \u0639\u0628\u0631 \u0645\u062e\u062a\u0644\u0641 \u0646\u0642\u0627\u0637 \u0627\u0644\u062a\u0648\u0627\u0635\u0644.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0648\u064a\u062a\u0636\u0645\u0651\u0646 \u0639\u0627\u062f\u0629 \u0645\u0632\u064a\u062c\u0627\u064b \u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0627\u064b \u0645\u0646 \u0627\u0644\u0623\u062f\u0648\u0627\u062a \u0648\u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0648\u0627\u0644\u0645\u0646\u0647\u062c\u064a\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u062c\u0645\u0639 \u0627\u0644\u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0642\u064a\u0651\u0645\u0629\u060c \u0648\u062a\u062d\u0644\u0651\u0644 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0644\u0627\u0633\u062a\u062e\u0644\u0627\u0635 \u0631\u0624\u0649 \u0642\u0627\u0628\u0644\u0629 \u0644\u0644\u062a\u0646\u0641\u064a\u0630\u060c \u0648\u062a\u062c\u0631\u064a \u062a\u063a\u064a\u064a\u0631\u0627\u062a \u062a\u064f\u0633\u0647\u0645 \u0641\u064a \u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u062a\u062c\u0631\u0628\u0629 \u0628\u0634\u0643\u0644 \u0634\u0627\u0645\u0644.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u064a\u0645\u0643\u0646\u0646\u0627 \u062a\u062e\u064a\u0651\u0644 \u0628\u0631\u0646\u0627\u0645\u062c \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0643\u0628\u0631\u0646\u0627\u0645\u062c \u0644\u064a\u0627\u0642\u0629 \u0628\u062f\u0646\u064a\u0629\u061b \u0644\u064a\u0633 \u0645\u062c\u0631\u062f \u0628\u0631\u0646\u0627\u0645\u062c \u0644\u0644\u0630\u0647\u0627\u0628 \u0625\u0644\u0649 \u0627\u0644\u0646\u0627\u062f\u064a\u060c \u0628\u0644 \u062e\u0637\u0629 \u0645\u062f\u0631\u0648\u0633\u0629 \u0628\u0623\u0647\u062f\u0627\u0641 \u0648\u0627\u0636\u062d\u0629\u060c \u0648\u0645\u062a\u0627\u0628\u0639\u0629 \u062f\u0642\u064a\u0642\u0629 \u0644\u0644\u0645\u062a\u0645\u0631\u0646\u064a\u0646\u060c \u0648\u062a\u0639\u062f\u064a\u0644\u0627\u062a \u0645\u0646\u062a\u0638\u0645\u0629 \u0644\u062a\u062d\u0642\u064a\u0642 \u0623\u0641\u0636\u0644 \u0646\u062a\u064a\u062c\u0629. \u0643\u0630\u0644\u0643 \u0627\u0644\u0623\u0645\u0631 \u0645\u0639 \u0628\u0631\u0646\u0627\u0645\u062c CX.\u00a0<\/span><\/p>\n<p><strong><span style=\"font-size: 20px;\">5. \u0645\u0634\u0627\u0639\u0631 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Sentiment)\u00a0<\/span><\/strong><\/p>\n<p><span style=\"font-weight: 400;\">\u062a\u0634\u064a\u0631 \u0645\u0634\u0627\u0639\u0631 \u0627\u0644\u0639\u0645\u064a\u0644 \u0625\u0644\u0649 \u0637\u064a\u0641 \u0627\u0644\u0645\u0634\u0627\u0639\u0631 \u0648\u0627\u0644\u0627\u0646\u0637\u0628\u0627\u0639\u0627\u062a \u0648\u0627\u0644\u0622\u0631\u0627\u0621 \u0627\u0644\u062a\u064a \u064a\u064f\u0639\u0628\u0651\u0631 \u0639\u0646\u0647\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u062a\u062c\u0627\u0647 \u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0623\u0648 \u0645\u0646\u062a\u062c\u0627\u062a\u0647\u0627 \u0623\u0648 \u062e\u062f\u0645\u0627\u062a\u0647\u0627. \u0648\u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u062a\u0631\u0627\u0648\u062d \u0647\u0630\u0647 \u0627\u0644\u0645\u0634\u0627\u0639\u0631 \u0628\u064a\u0646 \u0627\u0644\u0625\u064a\u062c\u0627\u0628\u064a\u0629 \u0627\u0644\u0634\u062f\u064a\u062f\u0629 \u0648\u0627\u0644\u0633\u0644\u0628\u064a\u0629 \u0627\u0644\u0639\u0645\u064a\u0642\u0629\u060c \u0623\u0648 \u062d\u062a\u0649 \u0627\u0644\u062d\u064a\u0627\u062f\u064a\u0629. \u0648\u062a\u064f\u0642\u0627\u0633 \u0639\u0627\u062f\u0629\u064b \u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0644\u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0645\u0628\u0627\u0634\u0631\u0629\u060c \u0627\u0644\u0627\u0633\u062a\u0628\u064a\u0627\u0646\u0627\u062a\u060c \u0627\u0644\u062a\u0642\u064a\u064a\u0645\u0627\u062a\u060c \u0648\u0627\u0644\u0645\u062d\u0627\u062f\u062b\u0627\u062a \u0639\u0644\u0649 \u0648\u0633\u0627\u0626\u0644 \u0627\u0644\u062a\u0648\u0627\u0635\u0644 \u0627\u0644\u0627\u062c\u062a\u0645\u0627\u0639\u064a.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0645\u062b\u0627\u0644: \u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u0646\u0642\u0627\u0634\u0627\u062a \u0628\u064a\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0639\u0644\u0649 \u062a\u0648\u064a\u062a\u0631 \u0623\u0648 \u0641\u064a\u0633\u0628\u0648\u0643 \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0643\u0634\u0641 \u0639\u0646 \u0645\u062f\u0649 \u0631\u0636\u0627\u0647\u0645 \u0623\u0648 \u0627\u0633\u062a\u064a\u0627\u0626\u0647\u0645 \u0645\u0646 \u0625\u0637\u0644\u0627\u0642 \u0645\u0646\u062a\u062c \u062c\u062f\u064a\u062f. \u0648\u0647\u0630\u0627 \u064a\u0628\u064a\u0651\u0646 \u0623\u0647\u0645\u064a\u0629 \u0645\u0634\u0627\u0639\u0631 \u0627\u0644\u0639\u0645\u064a\u0644 \u0645\u0646 \u0628\u064a\u0646 \u0645\u0635\u0637\u0644\u062d\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644.<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">6. \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Satisfaction &#8211; CSAT): \u0645\u0646 \u0623\u0647\u0645 \u0645\u0635\u0637\u0644\u062d\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u064a\u0645\u062b\u0651\u0644 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u064a\u0644 \u0645\u0642\u064a\u0627\u0633\u0627\u064b \u0623\u0633\u0627\u0633\u064a\u0627\u064b \u0644\u0645\u062f\u0649 \u0646\u062c\u0627\u062d \u0627\u0644\u0645\u0646\u062a\u062c \u0623\u0648 \u0627\u0644\u062e\u062f\u0645\u0629 \u0641\u064a \u062a\u0644\u0628\u064a\u0629 \u062a\u0648\u0642\u0639\u0627\u062a \u0627\u0644\u0639\u0645\u064a\u0644\u060c \u0623\u0648 \u062a\u062c\u0627\u0648\u0632\u0647\u0627. \u0625\u0646\u0647 \u0627\u0646\u0639\u0643\u0627\u0633 \u0644\u0644\u0627\u0631\u062a\u064a\u0627\u062d \u0627\u0644\u0639\u0627\u0645 \u0627\u0644\u0630\u064a \u064a\u0634\u0639\u0631 \u0628\u0647 \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0633\u062a\u0646\u0627\u062f\u0627\u064b \u0625\u0644\u0649 \u062a\u062c\u0627\u0631\u0628\u0647 \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u0629 \u0645\u0639 \u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0641\u0643\u0651\u0631 \u0641\u064a \u0631\u0650\u0636\u0627 \u0627\u0644\u0639\u0645\u064a\u0644 \u0643\u0645\u0627 \u0639\u0646\u062f\u0645\u0627 \u062a\u0634\u062a\u0631\u064a \u0645\u0646\u062a\u062c \u0648\u064a\u0644\u0628\u0651\u064a \u062d\u0627\u062c\u0627\u062a\u0643 \u0648\u062a\u0648\u0642\u0639\u0627\u062a\u0643 \u0643\u0645\u0627 \u0623\u0631\u062f\u062a. \u0625\u0630\u0627 \u062a\u0637\u0627\u0628\u0642\u062a \u0627\u0644\u0646\u062a\u064a\u062c\u0629 \u0645\u0639 \u062a\u0648\u0642\u0639\u0627\u062a\u0643\u060c \u0641\u063a\u0627\u0644\u0628\u0627\u064b \u0645\u0627 \u062a\u0643\u0648\u0646 \u0643\u0639\u0645\u064a\u0644 \u0631\u0627\u0636\u064a\u0627\u064b \u0648\u0645\u0628\u062a\u0647\u062c\u0627\u064b.<\/span><\/p>\n<p><b>\u0627\u0642\u0631\u0623 \u0623\u064a\u0636\u0627\u064b: <\/b><a href=\"https:\/\/uxwritingar.com\/staging\/customer-experience\/20826\" target=\"_blank\" rel=\"noopener\"><b>\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (CX): \u062f\u0644\u064a\u0644\u0643 \u0644\u0642\u064a\u0627\u0633 \u0648\u062a\u062d\u0633\u064a\u0646 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/b><\/a><\/p>\n<h3><strong><span style=\"font-size: 20px;\">7. \u0625\u0633\u0639\u0627\u062f \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Delight)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u064a\u062a\u062c\u0627\u0648\u0632 \u0625\u0633\u0639\u0627\u062f \u0627\u0644\u0639\u0645\u064a\u0644 \u0645\u0641\u0647\u0648\u0645 \u0627\u0644\u0631\u0651\u0636\u0627 \u0627\u0644\u062a\u0642\u0644\u064a\u062f\u064a\u060c \u0644\u064a\u0635\u0644 \u0625\u0644\u0649 \u062a\u0642\u062f\u064a\u0645 \u062a\u062c\u0627\u0631\u0628 \u0627\u0633\u062a\u062b\u0646\u0627\u0626\u064a\u0629 \u0648\u063a\u064a\u0631 \u0645\u062a\u0648\u0642\u0639\u0629 \u062a\u064f\u062b\u064a\u0631 \u0625\u0639\u062c\u0627\u0628 \u0627\u0644\u0639\u0645\u064a\u0644 \u0648\u062a\u0628\u0647\u0631\u0647 \u0628\u0627\u0644\u0641\u0639\u0644\u060c \u0628\u062d\u064a\u062b \u062a\u0635\u0644 \u0631\u062f\u0629 \u0641\u0639\u0644\u0647 \u0639\u0644\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0644\u064a\u0642\u0648\u0644: &#8220;\u0648\u0627\u0627\u0627\u0627\u0627\u0648&#8221;. \u0647\u0630\u0627 \u0627\u0644\u0646\u0648\u0639 \u0645\u0646 \u0627\u0644\u0645\u0641\u0627\u062c\u0622\u062a \u0627\u0644\u0625\u064a\u062c\u0627\u0628\u064a\u0629 \u064a\u0639\u0632\u0632 \u0627\u0644\u0639\u0644\u0627\u0642\u0629 \u0627\u0644\u0639\u0627\u0637\u0641\u064a\u0629 \u0645\u0639 \u0627\u0644\u0639\u0645\u064a\u0644\u060c \u0648\u064a\u062d\u0648\u0651\u0644\u0647 \u0645\u0646 \u0645\u062c\u0631\u062f \u0645\u0633\u062a\u0647\u0644\u0643 \u0625\u0644\u0649 \u0645\u0634\u062c\u0639 \u0648\u0641\u064a\u0651 \u0644\u0644\u0639\u0644\u0627\u0645\u0629.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0645\u062b\u0627\u0644: \u062a\u062e\u064a\u0644 \u0623\u0646 \u062a\u0637\u0644\u0628 \u0628\u064a\u062a\u0632\u0627 \u062b\u0645 \u062a\u064f\u0641\u0627\u062c\u0623 \u0628\u062a\u0642\u062f\u064a\u0645 \u0627\u0644\u0634\u0631\u0643\u0629 \u0644\u0643 \u062a\u062d\u0644\u064a\u0629 \u0645\u062c\u0627\u0646\u064a\u0629 \u0645\u0639\u0647\u0627&#8230; \u0645\u062c\u0631\u0651\u062f \u0644\u0645\u0633\u0629 \u0628\u0633\u064a\u0637\u0629 \u0643\u0647\u0630\u0647 \u0642\u062f \u062a\u062e\u0644\u0651\u062f \u0627\u0633\u0645 \u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0641\u064a \u0630\u0647\u0646\u0643!<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">8. \u0648\u0644\u0627\u0621 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Loyalty): \u0645\u0646 \u0623\u0643\u062b\u0631 \u0645\u0635\u0637\u0644\u062d\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0623\u0647\u0645\u064a\u0629<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u064a\u0634\u064a\u0631 \u0648\u0644\u0627\u0621 \u0627\u0644\u0639\u0645\u064a\u0644 \u0625\u0644\u0649 \u0645\u064e\u064a\u0644\u0647 \u0627\u0644\u062f\u0627\u0626\u0645 \u0644\u062a\u0641\u0636\u064a\u0644 \u0639\u0644\u0627\u0645\u062a\u0643 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0639\u0644\u0649 \u0627\u0644\u0645\u0646\u0627\u0641\u0633\u064a\u0646\u060c \u0645\u0646 \u062e\u0644\u0627\u0644 \u062a\u0643\u0631\u0627\u0631 \u0627\u0644\u0634\u0631\u0627\u0621 \u0623\u0648 \u0627\u0644\u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0645\u0633\u062a\u0645\u0631 \u0645\u0639 \u062e\u062f\u0645\u0627\u062a\u0643. \u0647\u0630\u0627 \u0627\u0644\u0648\u0644\u0627\u0621 \u0647\u0648 \u0646\u062a\u064a\u062c\u0629 \u062a\u062c\u0627\u0631\u0628 \u0625\u064a\u062c\u0627\u0628\u064a\u0629 \u0645\u062a\u0648\u0627\u0635\u0644\u0629 \u0648\u0639\u0644\u0627\u0642\u0629 \u0645\u0628\u0646\u064a\u0651\u0629 \u0639\u0644\u0649 \u0627\u0644\u062b\u0642\u0629 \u0648\u0627\u0644\u0627\u062a\u0651\u0633\u0627\u0642\u060c \u0648\u064a\u064f\u0639\u062f \u0645\u0646 \u0631\u0643\u0627\u0626\u0632 \u0627\u0644\u0646\u0645\u0648 \u0627\u0644\u0645\u0633\u062a\u062f\u0627\u0645 \u0641\u064a \u0623\u064a \u0639\u0645\u0644.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u062f\u0639\u0646\u0627 \u0644\u0627 \u0646\u0630\u0647\u0628 \u0628\u0639\u064a\u062f\u0627\u064b \u0628\u0627\u0644\u0623\u0645\u062b\u0644\u0629: \u0641\u0643\u0651\u0631 \u0641\u064a \u0645\u0637\u0639\u0645\u0643 \u0627\u0644\u0645\u0641\u0636\u0644 \u0623\u0648 \u0645\u0627\u0631\u0643\u0629 \u0627\u0644\u0645\u0644\u0627\u0628\u0633 \u0627\u0644\u062a\u064a \u062a\u0634\u062a\u0631\u064a \u0645\u0646\u0647\u0627 \u0628\u0627\u0633\u062a\u0645\u0631\u0627\u0631. \u0647\u0644 \u0647\u0630\u0627 \u0635\u062f\u0641\u0629\u061f \u0644\u0627\u060c \u0625\u0646\u0647 \u0646\u062a\u064a\u062c\u0629 \u0644\u062a\u062c\u0627\u0631\u0628 \u0645\u062a\u0631\u0627\u0643\u0645\u0629 \u0648\u0645\u0631\u0636\u064a\u0651\u0629.\u00a0<\/span><\/p>\n<p><b>\u062a\u0635\u0641\u0651\u062d \u0623\u064a\u0636\u0627\u064b: <\/b><a href=\"https:\/\/uxwritingar.com\/staging\/customer-experience\/20686\" target=\"_blank\" rel=\"noopener\"><b>\u062a\u0623\u062b\u064a\u0631 \u062a\u062c\u0631\u0650\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (CX) \u0639\u0644\u0649 \u0648\u0644\u0627\u0621 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/b><\/a><\/p>\n<h3><strong><span style=\"font-size: 20px;\">9. \u062e\u0631\u064a\u0637\u0629 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Journey Map)\u00a0<\/span><\/strong><\/h3>\n<p><a href=\"https:\/\/uxwritingar.com\/staging\/user-experience\/26336\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">\u062e\u0631\u064a\u0637\u0629 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644<\/span><\/a><span style=\"font-weight: 400;\"> \u0647\u064a \u0631\u0624\u064a\u0629 \u0627\u0644\u0631\u062d\u0644\u0629 \u0645\u0646 \u0645\u0646\u0638\u0648\u0631 \u0627\u0644\u0639\u0645\u064a\u0644\u060c \u062a\u0645\u062b\u064a\u0644 \u0628\u0635\u0631\u064a \u062f\u0642\u064a\u0642 \u0644\u062a\u062c\u0627\u0631\u0628 \u0648\u062a\u0641\u0627\u0639\u0644\u0627\u062a \u0627\u0644\u0639\u0645\u064a\u0644 \u0645\u0639 \u0639\u0644\u0627\u0645\u062a\u0643 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629\u060c \u0645\u0646 \u0627\u0644\u0644\u062d\u0638\u0629 \u0627\u0644\u0623\u0648\u0644\u0649 \u0644\u0644\u0648\u0639\u064a \u0625\u0644\u0649 \u0645\u0627 \u0628\u0639\u062f \u0627\u0644\u0634\u0631\u0627\u0621 \u0648\u0627\u0644\u062f\u0639\u0645 \u0627\u0644\u0644\u0627\u062d\u0642.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0625\u0646\u0647\u0627 \u0623\u062f\u0627\u0629 \u062d\u064a\u0648\u064a\u0629 \u062a\u0633\u0627\u0639\u062f \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0639\u0644\u0649 \u0641\u0647\u0645 \u0634\u0627\u0645\u0644 \u0644\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0645\u0646 \u0632\u0627\u0648\u064a\u062a\u0647 \u0627\u0644\u062e\u0627\u0635\u0629\u060c \u0645\u0627 \u064a\u0645\u0643\u0651\u0646\u0647\u0627 \u0645\u0646 \u0627\u0643\u062a\u0634\u0627\u0641 \u0627\u0644\u0646\u0642\u0627\u0637 \u0627\u0644\u062a\u064a \u062a\u062d\u062a\u0627\u062c \u0625\u0644\u0649 \u062a\u0637\u0648\u064a\u0631 \u0648\u062a\u062d\u0633\u064a\u0646\u060c \u0648\u0627\u0644\u0639\u0645\u0644 \u0639\u0644\u064a\u0647\u0627.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u062a\u062e\u064a\u0651\u0644\u0647\u0627 \u0643\u062e\u0631\u064a\u0637\u0629 \u062a\u0641\u0635\u064a\u0644\u064a\u0629 \u062a\u064f\u0638\u0647\u0650\u0631 \u0627\u0644\u0645\u0633\u0627\u0631\u0627\u062a \u0627\u0644\u062a\u064a \u064a\u0633\u0644\u0643\u0647\u0627 \u0627\u0644\u0639\u0645\u064a\u0644\u060c \u0627\u0644\u0623\u0633\u0626\u0644\u0629 \u0627\u0644\u062a\u064a \u064a\u0637\u0631\u062d\u0647\u0627\u060c \u0648\u0627\u0644\u0645\u0634\u0627\u0639\u0631 \u0627\u0644\u062a\u064a \u062a\u0631\u0627\u0648\u062f\u0647 \u0641\u064a \u0643\u0644 \u0645\u062d\u0637\u0629.<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">10. \u0630\u0643\u0627\u0621 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Intelligence) <i>\u00a0<\/i><\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u064a\u0642\u0648\u0645 \u0630\u0643\u0627\u0621 \u0627\u0644\u0639\u0645\u064a\u0644 \u0639\u0644\u0649 \u0641\u0643\u0651 \u0634\u064a\u0641\u0631\u0629 \u0634\u062e\u0635\u064a\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0645\u0646 \u062e\u0644\u0627\u0644 \u062c\u0645\u0639 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0648\u062a\u062d\u0644\u064a\u0644\u0647\u0627 \u0628\u0639\u0645\u0642 \u0644\u0641\u0647\u0645 \u0633\u0644\u0648\u0643\u064a\u0627\u062a \u0648\u0627\u062d\u062a\u064a\u0627\u062c\u0627\u062a \u0648\u062a\u0641\u0636\u064a\u0644\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0645\u0627 \u064a\u0645\u0643\u0651\u0646 \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0645\u0646 \u0627\u062a\u062e\u0627\u0630 \u0642\u0631\u0627\u0631\u0627\u062a \u0645\u062f\u0631\u0648\u0633\u0629 \u0648\u062a\u0635\u0645\u064a\u0645 \u062a\u062c\u0627\u0631\u0628 \u0645\u062e\u0635\u0651\u0635\u0629 \u062a\u0646\u0627\u0633\u0628 \u0643\u0644 \u0634\u0631\u064a\u062d\u0629 \u0645\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u062a\u0639\u0645\u0644 \u0627\u0644\u0641\u0650\u0631\u0642 \u0627\u0644\u0645\u062e\u062a\u0635\u0651\u0629 \u0647\u0646\u0627 \u0643\u0627\u0644\u0645\u062d\u0642\u0642\u061b \u062a\u0631\u0628\u0637 \u0627\u0644\u062e\u064a\u0648\u0637 \u0627\u0644\u0645\u062e\u062a\u0644\u0641\u0629 \u0645\u0646 \u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u062a\u0643\u062a\u0634\u0641 \u062f\u0648\u0627\u0641\u0639\u0647\u0645 \u0648\u0623\u0647\u062f\u0627\u0641\u0647\u0645. \u062a\u062e\u064a\u0651\u0644 \u0625\u0630\u0646 \u0645\u062f\u0649 \u0623\u0647\u0645\u064a\u0629 \u0630\u0643\u0627\u0621 \u0627\u0644\u0639\u0645\u064a\u0644 \u0628\u064a\u0646 \u0645\u0635\u0637\u0644\u062d\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644!\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">11. \u062a\u062d\u0644\u064a\u0644\u0627\u062a \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Analytics)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u062a\u064f\u0633\u062a\u062e\u062f\u0645 \u062a\u062d\u0644\u064a\u0644\u0627\u062a \u0627\u0644\u0639\u0645\u064a\u0644 \u0644\u0627\u0633\u062a\u0643\u0634\u0627\u0641 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0648\u0641\u0647\u0645 \u0633\u0644\u0648\u0643 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0623\u0646\u0645\u0627\u0637 \u0648\u0627\u0644\u0627\u062a\u062c\u0627\u0647\u0627\u062a. \u0645\u0646 \u062e\u0644\u0627\u0644 \u0623\u062f\u0648\u0627\u062a \u0648\u062a\u0642\u0646\u064a\u0627\u062a \u062a\u062d\u0644\u064a\u0644 \u0645\u062a\u0642\u062f\u0651\u0645\u0629\u060c \u062a\u0633\u0627\u0639\u062f \u0647\u0630\u0647 \u0627\u0644\u062a\u062d\u0644\u064a\u0644\u0627\u062a \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0639\u0644\u0649 \u062a\u062d\u0633\u064a\u0646 \u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0627\u062a \u0627\u0644\u062a\u0633\u0648\u064a\u0642 \u0648\u0627\u0644\u0645\u0628\u064a\u0639\u0627\u062a \u0648\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0634\u0643\u0644 \u0641\u0639\u0651\u0627\u0644.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0645\u062b\u0627\u0644: \u062a\u062d\u0644\u064a\u0644 \u0633\u062c\u0644\u0651 \u0645\u0634\u062a\u0631\u064a\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0642\u062f \u064a\u0643\u0634\u0641 \u0639\u0646 \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u064f\u0634\u062a\u0631\u0649 \u0645\u0639\u0627\u064b \u0639\u0627\u062f\u0629\u060c \u0645\u0645\u0627 \u064a\u064f\u0645\u0643\u0651\u0646 \u0627\u0644\u0641\u0631\u064a\u0642 \u0645\u0646 \u0627\u0642\u062a\u0631\u0627\u062d \u0639\u0631\u0648\u0636 \u0628\u064a\u0639 \u0645\u062a\u0642\u0627\u0637\u0639\u0629 \u0623\u0643\u062b\u0631 \u0630\u0643\u0627\u0621\u064b \u0648\u0641\u0639\u0627\u0644\u064a\u0629.<\/span><\/p>\n<p><b>\u0627\u0642\u0631\u0623 \u0623\u064a\u0636\u0627\u064b: <\/b><a href=\"https:\/\/uxwritingar.com\/staging\/customer-experience\/35384\" target=\"_blank\" rel=\"noopener\"><b>\u0643\u064a\u0641 \u062a\u0633\u062a\u0641\u064a\u062f \u0645\u0646 \u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0644\u062a\u062d\u0633\u064a\u0646 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (CX)\u061f<\/b><\/a><\/p>\n<h3><strong><span style=\"font-size: 20px;\">12. \u0635\u0648\u062a \u0627\u0644\u0639\u0645\u064a\u0644 (Voice of the Customer &#8211; VoC)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u064a\u0634\u064a\u0631 \u0645\u0641\u0647\u0648\u0645 \u0635\u0648\u062a \u0627\u0644\u0639\u0645\u064a\u0644 \u0625\u0644\u0649 \u0627\u0644\u062a\u0639\u0644\u064a\u0642\u0627\u062a \u0627\u0644\u0645\u0628\u0627\u0634\u0631\u0629\u060c \u0648\u0627\u0644\u0622\u0631\u0627\u0621 \u063a\u064a\u0631 \u0627\u0644\u0645\u0646\u0642\u0651\u062d\u0629 \u0623\u0648 \u0627\u0644\u0645\u0639\u062f\u0651\u0644\u0629\u060c \u0648\u0627\u0644\u0645\u0634\u0627\u0639\u0631 \u0627\u0644\u062d\u0642\u064a\u0642\u064a\u0629 \u0627\u0644\u062a\u064a \u064a\u0639\u0628\u0651\u0631 \u0639\u0646\u0647\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0634\u0623\u0646 \u062a\u062c\u0627\u0631\u0628\u0647\u0645 \u0645\u0639 \u0639\u0644\u0627\u0645\u062a\u0643 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0623\u0648 \u0645\u0646\u062a\u062c\u0627\u062a\u0643 \u0623\u0648 \u062e\u062f\u0645\u0627\u062a\u0643.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0648\u062a\u064f\u0639\u062f \u0628\u0631\u0627\u0645\u062c VoC \u0627\u0644\u0645\u062a\u0642\u062f\u0645\u0629 \u0623\u062f\u0648\u0627\u062a \u0645\u0646\u0647\u062c\u064a\u0651\u0629 \u062a\u0647\u062f\u0641 \u0625\u0644\u0649 \u0627\u0644\u062a\u0642\u0627\u0637 \u062a\u0644\u0643 \u0627\u0644\u0622\u0631\u0627\u0621 \u0627\u0644\u062b\u0651\u0645\u064a\u0646\u0629 \u0648\u062a\u062d\u0644\u064a\u0644\u0647\u0627 \u0628\u062f\u0642\u0651\u0629\u060c \u0645\u0627 \u064a\u0645\u0643\u0651\u0646 \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0645\u0646 \u062a\u062d\u062f\u064a\u062f \u0645\u0648\u0627\u0637\u0646 \u0627\u0644\u0636\u0639\u0641 \u0648\u0627\u062a\u062e\u0627\u0630 \u0642\u0631\u0627\u0631\u0627\u062a \u0645\u062f\u0631\u0648\u0633\u0629 \u062a\u0646\u0628\u0639 \u0645\u0646 \u0627\u062d\u062a\u064a\u0627\u062c\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0641\u0639\u0644\u064a\u0651\u0629.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u064a\u0628\u062f\u0648 \u0627\u0644\u0623\u0645\u0631 \u0648\u0643\u0623\u0646\u0643 \u062a\u0633\u062a\u0636\u064a\u0641 \u0639\u0645\u0644\u0627\u0626\u0643 \u0641\u064a \u0628\u0631\u0646\u0627\u0645\u062c \u064a\u062a\u062d\u062f\u062b\u0648\u0646 \u0645\u0646\u0647 \u0628\u0635\u0631\u0627\u062d\u0629 \u0639\u0646 \u0622\u0631\u0627\u0626\u0647\u0645 \u0628\u0639\u0644\u0627\u0645\u062a\u0643 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0648\u062e\u062f\u0645\u0627\u062a\u0643\u060c \u0641\u0623\u0646\u062a \u0644\u0627 \u062a\u0633\u0645\u0639\u0647\u0645 \u0641\u062d\u0633\u0628\u060c \u0628\u0644 \u062a\u064f\u0646\u0635\u062a \u0625\u0644\u064a\u0647\u0645 \u0628\u062c\u062f\u064a\u0629.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">13. \u0645\u0624\u0634\u0631 \u0627\u0644\u062a\u0631\u0648\u064a\u062c \u0627\u0644\u0635\u0627\u0641\u064a (Net Promoter Score &#8211; NPS)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u064a\u064f\u0639\u062f NPS \u0645\u0646 \u0623\u0634\u0647\u0631 \u0627\u0644\u0645\u0642\u0627\u064a\u064a\u0633 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645\u0629 \u0639\u0627\u0644\u0645\u064a\u0627\u064b \u0644\u0642\u064a\u0627\u0633 \u0648\u0644\u0627\u0621 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0631\u0636\u0627\u0647\u0645\u060c \u0648\u064a\u0639\u062a\u0645\u062f \u0639\u0644\u0649 \u0633\u0624\u0627\u0644 \u0645\u062d\u0648\u0631\u064a \u0648\u0627\u062d\u062f \u0647\u0648: &#8220;\u0645\u0627 \u0645\u062f\u0649 \u0627\u062d\u062a\u0645\u0627\u0644\u064a\u0629 \u0623\u0646 \u062a\u0648\u0635\u064a \u0628\u0645\u0646\u062a\u062c\u0646\u0627 \u0623\u0648 \u062e\u062f\u0645\u062a\u0646\u0627 \u0644\u0635\u062f\u064a\u0642 \u0623\u0648 \u0632\u0645\u064a\u0644\u061f&#8221;\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u064a\u064f\u0637\u0644\u0628 \u0645\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062a\u0642\u064a\u064a\u0645 \u0645\u0646 0 \u0625\u0644\u0649 10\u060c \u0648\u064a\u062a\u0645 \u062a\u0635\u0646\u064a\u0641\u0647\u0645 \u0628\u0639\u062f \u0630\u0644\u0643 \u0625\u0644\u0649 \u062b\u0644\u0627\u062b \u0641\u0626\u0627\u062a:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0639\u0645\u0644\u0627\u0621 \u0625\u064a\u062c\u0627\u0628\u064a\u0648\u0646 (Promoters): \u0627\u0644\u062d\u0627\u0635\u0644\u0648\u0646 \u0639\u0644\u0649 9 \u0623\u0648 10\u060c \u0648\u0647\u0645 \u0627\u0644\u0645\u062a\u062d\u0645\u0633\u0648\u0646 \u0627\u0644\u0630\u064a\u0646 \u064a\u0646\u0635\u062d\u0648\u0646 \u0628\u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629.\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0639\u0645\u0644\u0627\u0621 \u0633\u0644\u0628\u064a\u0648\u0646 (Passives): \u0645\u0646 \u064a\u062e\u062a\u0627\u0631\u0648\u0646 7 \u0623\u0648 8\u060c \u0648\u064a\u0645\u0643\u0646 \u0627\u0644\u0642\u0648\u0644 \u0625\u0646\u0647\u0645 \u0645\u062d\u0627\u064a\u062f\u0648\u0646.\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0639\u0645\u0644\u0627\u0621 \u0645\u0646\u062a\u0642\u062f\u0648\u0646 (Detractors): \u0645\u0646 \u064a\u0645\u0646\u062d\u0648\u0646 \u0645\u0646 0 \u0625\u0644\u0649 6\u060c \u0648\u0647\u0624\u0644\u0627\u0621 \u0642\u062f \u064a\u0636\u0631\u0648\u0646 \u0628\u0633\u0645\u0639\u0629 \u0627\u0644\u0639\u0644\u0627\u0645\u0629.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u064a\u0648\u0641\u0651\u0631 NPS \u0644\u0645\u062d\u0629 \u0633\u0631\u064a\u0639\u0629 \u0648\u0641\u0639\u0627\u0644\u0629 \u0639\u0646 \u0645\u062f\u0649 \u0645\u064a\u0644 \u0639\u0645\u0644\u0627\u0626\u0643 \u0644\u0644\u062a\u0631\u0648\u064a\u062c \u0644\u0639\u0644\u0627\u0645\u062a\u0643 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">14. \u0645\u0624\u0634\u0631 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (Customer Satisfaction Score &#8211; CSAT): \u0645\u0646 \u0623\u0647\u0645 \u0645\u0635\u0637\u0644\u062d\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">CSAT \u0647\u0648 \u0645\u0642\u064a\u0627\u0633 \u0645\u0628\u0627\u0634\u0631 \u0648\u0628\u0633\u064a\u0637 \u064a\u064f\u0633\u062a\u062e\u062f\u0645 \u0644\u0642\u064a\u0627\u0633 \u0645\u062f\u0649 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0639\u0646 \u0645\u0646\u062a\u062c \u0623\u0648 \u062e\u062f\u0645\u0629 \u0623\u0648 \u062a\u0641\u0627\u0639\u0644 \u0645\u0639\u064a\u0651\u0646. \u0648\u0639\u0627\u062f\u0629\u064b \u0645\u0627 \u064a\u064f\u0637\u0644\u0628 \u0645\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u062a\u0642\u064a\u064a\u0645 \u062a\u062c\u0631\u0628\u062a\u0647\u0645 \u0639\u0644\u0649 \u0645\u0642\u064a\u0627\u0633 \u0645\u062d\u062f\u062f\u060c \u064a\u062a\u062f\u0631\u062c \u0645\u0646 &#8220;\u063a\u064a\u0631 \u0631\u0627\u0636\u064d \u0625\u0637\u0644\u0627\u0642\u0627\u064b&#8221; \u0625\u0644\u0649 &#8220;\u0631\u0627\u0636\u064d \u062a\u0645\u0627\u0645\u0627\u064b&#8221;.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u063a\u0627\u0644\u0628\u0627\u064b \u0645\u0627 \u064a\u064f\u0633\u062a\u062e\u062f\u0645 \u0647\u0630\u0627 \u0627\u0644\u0645\u0642\u064a\u0627\u0633 \u0645\u0628\u0627\u0634\u0631\u0629\u064b \u0628\u0639\u062f \u062a\u0641\u0627\u0639\u0644 \u0645\u0639\u064a\u0646 \u0645\u064f\u062c\u0631\u0649\u060c \u0643\u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0628\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0644\u062a\u0642\u064a\u064a\u0645 \u0645\u062f\u0649 \u0641\u0639\u0627\u0644\u064a\u0629 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0645\u0642\u062f\u0645\u0629.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">15. \u0645\u0624\u0634\u0631 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Effort Score &#8211; CES)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u064a\u0642\u064a\u0633 CES \u0645\u0642\u062f\u0627\u0631 \u0627\u0644\u062c\u0647\u062f \u0627\u0644\u0630\u064a \u064a\u0628\u0630\u0644\u0647 \u0627\u0644\u0639\u0645\u064a\u0644 \u0644\u062d\u0644 \u0645\u0634\u0643\u0644\u0629 \u0623\u0648 \u0625\u062a\u0645\u0627\u0645 \u0625\u062c\u0631\u0627\u0621 \u0645\u0639\u064a\u0646. \u0648\u0643\u0644\u0645\u0627 \u0642\u0644\u0651 \u0627\u0644\u062c\u0647\u062f \u0627\u0644\u0645\u0637\u0644\u0648\u0628\u060c \u0627\u0631\u062a\u0641\u0639\u062a \u0627\u062d\u062a\u0645\u0627\u0644\u0627\u062a \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u064a\u0644. \u0648\u0644\u0647\u0630\u0627 \u064a\u062c\u0628 \u0627\u0644\u0627\u0647\u062a\u0645\u0627\u0645 \u0628\u0647\u0630\u0627 \u0627\u0644\u0645\u0635\u0637\u0644\u062d \u0643\u0623\u062d\u062f \u0623\u0647\u0645 \u0645\u0635\u0637\u0644\u062d\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u064a\u064f\u0633\u0623\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0639\u0627\u062f\u0629\u064b: &#8220;\u0645\u0627 \u0645\u0642\u062f\u0627\u0631 \u0627\u0644\u062c\u0647\u062f \u0627\u0644\u0630\u064a \u0628\u0630\u0644\u062a\u0647 \u0634\u062e\u0635\u064a\u0627\u064b \u0644\u062d\u0644 \u0645\u0634\u0643\u0644\u062a\u0643\u061f&#8221;\u060c \u0648\u0628\u0627\u0644\u0637\u0628\u0639 \u062a\u064f\u0639\u062f \u0633\u0647\u0648\u0644\u0629 \u0627\u0644\u062a\u062c\u0631\u0628\u0629 \u0631\u0643\u064a\u0632\u0629 \u0623\u0633\u0627\u0633\u064a\u0629 \u0641\u064a \u0628\u0646\u0627\u0621 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">16. \u0631\u0624\u0649 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (Customer Insights)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u0631\u0624\u0649 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0647\u064a \u0627\u0644\u0627\u0633\u062a\u0646\u062a\u0627\u062c\u0627\u062a \u0630\u0627\u062a \u0627\u0644\u0642\u064a\u0645\u0629 \u0627\u0644\u0639\u0627\u0644\u064a\u0629 \u0627\u0644\u0645\u0633\u062a\u062e\u0644\u0635\u0629 \u0645\u0646 \u0627\u0644\u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u062f\u0642\u064a\u0642 \u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0645\u0644\u0627\u062d\u0638\u0627\u062a\u0647\u0645. \u062a\u0645\u0646\u062d \u0647\u0630\u0647 \u0627\u0644\u0631\u0624\u0649 \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0641\u0647\u0645\u0627\u064b \u0623\u0639\u0645\u0642 \u0644\u0633\u0644\u0648\u0643\u064a\u0651\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u062a\u0641\u0636\u064a\u0644\u0627\u062a\u0647\u0645\u060c \u0648\u0627\u062d\u062a\u064a\u0627\u062c\u0627\u062a\u0647\u0645 \u063a\u064a\u0631 \u0627\u0644\u0645\u064f\u0644\u0628\u0651\u0627\u0629\u060c \u0645\u0645\u0627 \u064a\u062a\u064a\u062d \u0627\u062a\u062e\u0627\u0630 \u0642\u0631\u0627\u0631\u0627\u062a \u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0629 \u062a\u0647\u062f\u0641 \u0625\u0644\u0649 \u062a\u062d\u0633\u064a\u0646 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0634\u0643\u0644 \u0645\u0644\u0645\u0648\u0633.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0643\u0634\u0641 \u0627\u0644\u0631\u0624\u0649 \u0627\u0644\u062d\u0642\u064a\u0642\u064a \u0647\u0648 \u062a\u0644\u0643 \u0627\u0644\u0644\u062d\u0638\u0629 \u0627\u0644\u062a\u064a \u062a\u0642\u0648\u0644 \u0641\u064a\u0647\u0627 \u0644\u0646\u0641\u0633\u0643 \u0648\u0641\u0631\u064a\u0642\u0643: &#8220;\u0623\u0647\u0627! \u0647\u0630\u0627 \u0645\u0627 \u064a\u062d\u062a\u0627\u062c\u0647 \u0639\u0645\u0644\u0627\u0624\u0646\u0627 \u0628\u0627\u0644\u0641\u0639\u0644!&#8221;.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">17. \u062a\u0635\u0645\u064a\u0645 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Experience Design &#8211; CXD)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">CXD \u0647\u0648 \u0641\u0646 \u0648\u0645\u0645\u0627\u0631\u0633\u0629 \u062a\u0635\u0645\u064a\u0645 \u062c\u0645\u064a\u0639 \u0646\u0642\u0627\u0637 \u0627\u0644\u062a\u0641\u0627\u0639\u0644 \u0645\u0639 \u0627\u0644\u0639\u0645\u064a\u0644 \u0628\u0634\u0643\u0644 \u0645\u062f\u0631\u0648\u0633\u060c \u0628\u062d\u064a\u062b \u062a\u0643\u0648\u0646 \u0643\u0644 \u062a\u062c\u0631\u0628\u0629 \u0645\u062a\u062c\u0627\u0646\u0633\u0629\u060c \u0633\u0644\u0633\u0629\u060c \u0648\u0645\u064f\u0631\u0636\u064a\u0629. \u064a\u0645\u0632\u062c \u0641\u064a \u0647\u0630\u0627 \u0627\u0644\u0645\u0641\u0647\u0648\u0645 \u0628\u064a\u0646 \u0645\u0628\u0627\u062f\u0626 <\/span><a href=\"https:\/\/uxwritingar.com\/staging\/user-experience\/26161\"><span style=\"font-weight: 400;\">\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645 (UX)<\/span><\/a><span style=\"font-weight: 400;\">\u060c \u0648\u0627\u0644\u062a\u0635\u0645\u064a\u0645 \u0627\u0644\u0628\u0635\u0631\u064a\u060c \u0648\u0627\u0644\u0641\u0647\u0645 \u0627\u0644\u0645\u0639\u0645\u0651\u0642 \u0644\u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u062a\u0645\u0627\u0645\u0627\u064b \u0643\u0645\u0627 \u064a\u064f\u0635\u0645\u0651\u0645 \u0627\u0644\u0645\u0647\u0646\u062f\u0633 \u0627\u0644\u0645\u0639\u0645\u0627\u0631\u064a \u0627\u0644\u0645\u0628\u0646\u0649 \u0645\u0646 \u0645\u0646\u0638\u0648\u0631 \u0635\u0627\u062d\u0628\u0647\u060c \u064a\u0639\u0645\u0644 CXD \u0639\u0644\u0649 \u062a\u0635\u0645\u064a\u0645 \u0627\u0644\u0631\u062d\u0644\u0629 \u0622\u062e\u0630\u0627\u064b \u0628\u0639\u064a\u0646 \u0627\u0644\u0627\u0639\u062a\u0628\u0627\u0631 \u0631\u0624\u064a\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0641\u064a \u0627\u0644\u0645\u0642\u062f\u0645\u0629.<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">18. \u0625\u062f\u0627\u0631\u0629 \u0639\u0644\u0627\u0642\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (Customer Relationship Management &#8211; CRM)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u062a\u0634\u0645\u0644 CRM \u0645\u062c\u0645\u0648\u0639\u0629 \u0645\u0646 \u0627\u0644\u0645\u0645\u0627\u0631\u0633\u0627\u062a \u0648\u0627\u0644\u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0627\u062a \u0648\u0627\u0644\u062a\u0642\u0646\u064a\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0639\u062a\u0645\u062f\u0647\u0627 \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0644\u0625\u062f\u0627\u0631\u0629 \u0639\u0644\u0627\u0642\u0627\u062a\u0647\u0627 \u0645\u0639 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062d\u0627\u0644\u064a\u064a\u0646 \u0648\u0627\u0644\u0645\u062d\u062a\u0645\u0644\u064a\u0646. \u062a\u064f\u0633\u062a\u062e\u062f\u0645 \u0623\u0646\u0638\u0645\u0629 CRM \u0643\u0645\u0646\u0635\u0629 \u0645\u0631\u0643\u0632\u064a\u0629 \u0644\u062a\u062c\u0645\u064a\u0639 \u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0645\u0627 \u064a\u062a\u064a\u062d \u062a\u0642\u062f\u064a\u0645 \u062a\u062c\u0627\u0631\u0628 \u0645\u062e\u0635\u0635\u0629 \u0648\u062a\u0639\u0632\u064a\u0632 \u0627\u0644\u0648\u0644\u0627\u0621 \u0639\u0644\u0649 \u0627\u0644\u0645\u062f\u0649 \u0627\u0644\u0637\u0648\u064a\u0644.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u062a\u062e\u064a\u0651\u0644 \u0623\u0646\u0643 \u062a\u0645\u0644\u0643 \u062f\u0641\u062a\u0631 \u0639\u0646\u0627\u0648\u064a\u0646 \u0630\u0643\u064a \u064a\u0631\u0627\u0642\u0628 \u0643\u0644 \u062a\u0641\u0627\u0639\u0644 \u0644\u0644\u0645\u0633\u062a\u062e\u062f\u0645\u060c \u0648\u064a\u0642\u062a\u0631\u062d \u0645\u0627 \u0647\u0648 \u0627\u0644\u0623\u0646\u0633\u0628 \u0644\u0643\u0644 \u0639\u0645\u064a\u0644 \u0641\u064a \u0627\u0644\u0644\u062d\u0638\u0629 \u0627\u0644\u0645\u0646\u0627\u0633\u0628\u0629. \u0647\u0630\u0647 \u0647\u064a \u0641\u0643\u0631\u0629 \u0625\u062f\u0627\u0631\u0629 \u0639\u0644\u0627\u0642\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">19. \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Journey): \u0645\u0646 \u0623\u0643\u062b\u0631 \u0645\u0635\u0637\u0644\u062d\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0623\u0647\u0645\u064a\u0629<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u062a\u0645\u062b\u0651\u0644 <\/span><a href=\"https:\/\/uxwritingar.com\/staging\/customer-experience\/35382\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">\u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644<\/span><\/a><span style=\"font-weight: 400;\"> \u0627\u0644\u0645\u0633\u0627\u0631 \u0627\u0644\u0643\u0627\u0645\u0644 \u0644\u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0639\u0645\u064a\u0644\u060c \u0633\u0644\u0633\u0644\u0629 \u0627\u0644\u062a\u0641\u0627\u0639\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u064a\u0645\u0631 \u0628\u0647\u0627 \u0627\u0644\u0639\u0645\u064a\u0644 \u0623\u062b\u0646\u0627\u0621 \u062a\u0639\u0627\u0645\u0644\u0647 \u0645\u0639 \u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629\u060c \u0645\u0646 \u0644\u062d\u0638\u0629 \u0627\u0644\u0648\u0639\u064a \u0627\u0644\u0623\u0648\u0644\u064a\u0629\u060c \u0645\u0631\u0648\u0631\u0627\u064b \u0628\u0639\u0645\u0644\u064a\u0629 \u0627\u0644\u0634\u0631\u0627\u0621\u060c \u0648\u062d\u062a\u0649 \u0645\u0627 \u0628\u0639\u062f \u0627\u0644\u0628\u064a\u0639 \u0648\u0627\u0644\u062f\u0639\u0645 \u0627\u0644\u0645\u0633\u062a\u0645\u0631.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u062a\u063a\u0637\u0651\u064a \u0647\u0630\u0647 \u0627\u0644\u0631\u062d\u0644\u0629 \u062c\u0645\u064a\u0639 \u0627\u0644\u0642\u0646\u0648\u0627\u062a\u060c \u0633\u0648\u0627\u0621 \u0643\u0627\u0646\u062a \u0631\u0642\u0645\u064a\u0629 \u0623\u0648 \u062a\u0642\u0644\u064a\u062f\u064a\u0629\u060c \u0648\u062a\u0624\u062b\u0631 \u0628\u0634\u0643\u0644 \u0645\u0628\u0627\u0634\u0631 \u0639\u0644\u0649 \u0627\u0646\u0637\u0628\u0627\u0639 \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u0639\u0627\u0645. \u0625\u0646 \u0641\u0647\u0645 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u064a\u0645\u0643\u0651\u0646 \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0645\u0646 \u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0644\u062d\u0638\u0627\u062a \u0627\u0644\u0645\u0641\u0635\u0644\u064a\u0629 \u0644\u0627\u0631\u062a\u0628\u0627\u0637 \u0627\u0644\u0639\u0645\u064a\u0644 \u0628\u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0648\u0645\u0648\u0627\u0637\u0646 \u0627\u0644\u062e\u0644\u0644 \u0627\u0644\u0645\u062d\u062a\u0645\u0644\u0629.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">20. \u0627\u0644\u0642\u0646\u0648\u0627\u062a \u0627\u0644\u0645\u0648\u062d\u0651\u062f\u0629 (Omnichannel)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u064a\u0634\u064a\u0631 \u0647\u0630\u0627 \u0627\u0644\u0645\u0641\u0647\u0648\u0645 \u0625\u0644\u0649 \u0627\u0644\u062f\u0645\u062c \u0627\u0644\u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a \u0627\u0644\u0633\u0651\u0644\u0633 \u0628\u064a\u0646 \u0645\u062e\u062a\u0644\u0641 \u0642\u0646\u0648\u0627\u062a \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u060c \u0645\u062b\u0644 \u0627\u0644\u0645\u062a\u0627\u062c\u0631 \u0627\u0644\u0641\u0639\u0644\u064a\u0629\u060c \u0627\u0644\u0645\u0648\u0627\u0642\u0639 \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a\u0629\u060c \u0627\u0644\u062a\u0637\u0628\u064a\u0642\u0627\u062a\u060c \u0648\u0633\u0627\u0626\u0644 \u0627\u0644\u062a\u0648\u0627\u0635\u0644 \u0627\u0644\u0627\u062c\u062a\u0645\u0627\u0639\u064a\u060c \u0648\u0645\u0631\u0627\u0643\u0632 \u0627\u0644\u0627\u062a\u0635\u0627\u0644\u060c \u0628\u0645\u0627 \u064a\u0648\u0641\u0651\u0631 \u062a\u062c\u0631\u0628\u0629 \u0645\u0648\u062d\u0651\u062f\u0629 \u0648\u0645\u062a\u0651\u0633\u0642\u0629 \u0644\u0644\u0639\u0645\u0644\u0627\u0621.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u062a\u062e\u064a\u0651\u0644 \u0639\u0645\u064a\u0644\u0627\u064b \u064a\u0628\u062f\u0623 \u0627\u0644\u0634\u0631\u0627\u0621 \u0645\u0646 \u0645\u0648\u0642\u0639\u0643 \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a\u060c \u062b\u0645 \u064a\u064f\u0643\u0645\u0644 \u0627\u0644\u0637\u0644\u0628 \u0645\u0646 \u062a\u0637\u0628\u064a\u0642 \u0627\u0644\u0647\u0627\u062a\u0641\u060c \u0623\u0648 \u062d\u062a\u0649 \u0645\u0646 \u0645\u062a\u062c\u0631\u0643 \u0646\u0641\u0633\u0647\u060c \u062f\u0648\u0646 \u0641\u0642\u062f\u0627\u0646 \u0623\u064a \u0633\u064a\u0627\u0642 \u0623\u0648 \u0648\u0642\u0648\u0639\u0647 \u0641\u064a \u0627\u0631\u062a\u0628\u0627\u0643. \u0647\u0630\u0647 \u0647\u064a \u0642\u0648\u0629 \u0646\u0647\u062c &#8220;\u062a\u0639\u062f\u0651\u062f \u0627\u0644\u0642\u0646\u0648\u0627\u062a \u0627\u0644\u0645\u062a\u0643\u0627\u0645\u0644\u0629&#8221;. \u0644\u0630\u0627 \u064a\u0648\u0635\u064a \u0627\u0644\u062e\u0628\u0631\u0627\u0621 \u0628\u0627\u0644\u0627\u0647\u062a\u0645\u0627\u0645 \u0628\u0647\u0630\u0627 \u0627\u0644\u0645\u0635\u0637\u0644\u062d \u0643\u0623\u062d\u062f \u0623\u0643\u062b\u0631 \u0645\u0635\u0637\u0644\u062d\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u062f\u0642\u0651\u0629.<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">21. \u0634\u062e\u0635\u064a\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Persona)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u0634\u062e\u0635\u064a\u0651\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0647\u064a \u0634\u062e\u0635\u064a\u0629 \u0627\u0641\u062a\u0631\u0627\u0636\u064a\u0629 \u0644\u0643\u0646\u0647\u0627 \u0645\u0628\u0646\u064a\u0629 \u0639\u0644\u0649 \u0628\u064a\u0627\u0646\u0627\u062a \u062d\u0642\u064a\u0642\u064a\u0629\u060c \u062a\u0645\u062b\u0651\u0644 \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u0645\u062b\u0627\u0644\u064a \u0628\u0646\u0627\u0621\u064b \u0639\u0644\u0649 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062f\u064a\u0645\u0648\u063a\u0631\u0627\u0641\u064a\u0629\u060c \u0633\u0644\u0648\u0643\u064a\u0629\u060c \u0648\u0628\u0646\u0627\u0621\u064b \u0639\u0644\u0649 \u062f\u0648\u0627\u0641\u0639\u0647 \u0648\u0623\u0647\u062f\u0627\u0641\u0647.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0625\u0646 \u0625\u0646\u0634\u0627\u0621 \u0634\u062e\u0635\u064a\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u064a\u064f\u0633\u0627\u0639\u062f \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0639\u0644\u0649 \u0641\u0647\u0645 \u062c\u0645\u0647\u0648\u0631\u0647\u0627 \u0627\u0644\u0645\u0633\u062a\u0647\u062f\u0641\u060c \u0648\u062a\u062e\u0635\u064a\u0635 \u062d\u0645\u0644\u0627\u062a\u0647\u0627 \u0648\u0631\u0633\u0627\u0626\u0644\u0647\u0627 \u0628\u0634\u0643\u0644 \u062f\u0642\u064a\u0642.<\/span><\/p>\n<p><b>\u062a\u0635\u0641\u0651\u062d \u0623\u064a\u0636\u0627\u064b: <\/b><a href=\"https:\/\/uxwritingar.com\/staging\/customer-experience\/26448\" target=\"_blank\" rel=\"noopener\"><b>\u0623\u0647\u0645 \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0639\u0646 \u0634\u062e\u0635\u064a\u0629 \u0627\u0644\u0639\u0645\u064a\u0644<\/b><\/a><\/p>\n<h3><strong><span style=\"font-size: 20px;\">22. \u0642\u064a\u0645\u0629 \u0639\u0645\u0631 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Lifetime Value &#8211; CLV \u0623\u0648 CLTV)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">CLV \u0647\u0648 \u0645\u0642\u064a\u0627\u0633 \u064a\u062a\u0646\u0628\u0651\u0623 \u0628\u0627\u0644\u0642\u064a\u0645\u0629 \u0627\u0644\u0635\u0627\u0641\u064a\u0629 \u0627\u0644\u062a\u064a \u064a\u0645\u0643\u0646 \u0623\u0646 \u062a\u064f\u062d\u0642\u0642\u0647\u0627 \u0627\u0644\u0634\u0631\u0643\u0629 \u0645\u0646 \u0639\u0645\u064a\u0644 \u0648\u0627\u062d\u062f \u0637\u0648\u0627\u0644 \u0641\u062a\u0631\u0629 \u0627\u0631\u062a\u0628\u0627\u0637\u0647 \u0628\u0647\u0627. \u0645\u0627 \u064a\u0639\u0646\u064a \u0642\u064a\u0645\u0629 \u0627\u0644\u0639\u0644\u0627\u0642\u0629 \u0645\u0639 \u0627\u0644\u0639\u0645\u064a\u0644 \u0639\u0644\u0649 \u0627\u0644\u0645\u062f\u0649 \u0627\u0644\u0628\u0639\u064a\u062f.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u064a\u0633\u0627\u0639\u062f \u0647\u0630\u0627 \u0627\u0644\u0645\u0642\u064a\u0627\u0633 \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0639\u0644\u0649 \u062a\u062d\u062f\u064a\u062f \u0645\u0627 \u0625\u0630\u0627 \u0643\u0627\u0646\u062a \u062a\u0643\u0644\u0641\u0629 \u0627\u0643\u062a\u0633\u0627\u0628 \u0627\u0644\u0639\u0645\u064a\u0644 \u0645\u0628\u0631\u0651\u0631\u0629 \u0645\u0642\u0627\u0631\u0646\u0629\u064b \u0628\u0627\u0644\u0639\u0648\u0627\u0626\u062f \u0627\u0644\u0645\u062a\u0648\u0642\u0639\u0629 \u0645\u0646\u0647 \u0645\u0633\u062a\u0642\u0628\u0644\u0627\u064b. \u0648\u0628\u0627\u0644\u0637\u0628\u0639\u060c \u0625\u0646\u0651 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0630\u064a\u0646 \u064a\u0633\u062a\u0645\u0631\u0648\u0646 \u0641\u064a \u0627\u0644\u0634\u0631\u0627\u0621 \u0639\u0644\u0649 \u0645\u062f\u0649 \u0633\u0646\u0648\u0627\u062a \u064a\u0651\u0639\u062a\u0628\u0631\u0648\u0646 \u0630\u0648\u064a CLV \u0645\u0631\u062a\u0641\u0639.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">23. \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0633\u0631\u0651\u0628 (Churn Rate)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0633\u0631\u0651\u0628 (\u062e\u0631\u0648\u062c \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0635\u0627\u0645\u062a) \u0647\u0648 \u0627\u0644\u0646\u0633\u0628\u0629 \u0627\u0644\u0645\u0626\u0648\u064a\u0629 \u0644\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0630\u064a\u0646 \u064a\u062a\u0648\u0642\u0641\u0648\u0646 \u0639\u0646 \u0627\u0644\u062a\u0639\u0627\u0645\u0644 \u0645\u0639 \u0645\u0646\u062a\u062c \u0623\u0648 \u062e\u062f\u0645\u0629 \u062e\u0644\u0627\u0644 \u0641\u062a\u0631\u0629 \u0632\u0645\u0646\u064a\u0629 \u0645\u0639\u064a\u0646\u0629. \u0648\u0643\u0644\u0645\u0627 \u0627\u0646\u062e\u0641\u0636 \u0647\u0630\u0627 \u0627\u0644\u0645\u0639\u062f\u0644\u060c \u062f\u0644\u0651 \u0630\u0644\u0643 \u0639\u0644\u0649 \u0627\u0631\u062a\u0641\u0627\u0639 \u0627\u0644\u0631\u0636\u0627 \u0648\u0632\u064a\u0627\u062f\u0629 \u0627\u0644\u062a\u0641\u0627\u0639\u0644 \u0648\u0627\u0644\u0648\u0644\u0627\u0621.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0645\u062b\u0627\u0644: \u0625\u0630\u0627 \u0628\u062f\u0623\u062a \u0627\u0644\u0634\u0647\u0631 \u0628\u0640 100 \u0639\u0645\u064a\u0644\u060c \u064810 \u0645\u0646\u0647\u0645 \u062a\u0631\u0643\u0648\u0643\u060c \u0641\u0625\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0633\u0631\u0628 \u0647\u0648 10%.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">24. \u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0628\u0627\u0644\u0639\u0645\u0644\u0627\u0621 (Customer Retention)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u064a\u062a\u0636\u0645\u0651\u0646 \u0647\u0630\u0627 \u0627\u0644\u0645\u0641\u0647\u0648\u0645 \u0627\u0644\u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0647\u062f\u0641 \u0625\u0644\u0649 \u0627\u0644\u062d\u0641\u0627\u0638 \u0639\u0644\u0649 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062d\u0627\u0644\u064a\u064a\u0646 \u0631\u0627\u0636\u064a\u0646 \u0648\u0645\u0634\u0627\u0631\u0643\u064a\u0646 \u0648\u0645\u062e\u0644\u0635\u064a\u0646\u060c \u0645\u0645\u0627 \u064a\u0642\u0644\u0644 \u0645\u0646 \u0645\u0639\u062f\u0644 \u0627\u0644\u062a\u0633\u0631\u0651\u0628.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0648\u064a\u0634\u0645\u0644 \u0630\u0644\u0643 \u0628\u0631\u0627\u0645\u062c \u0627\u0644\u0648\u0644\u0627\u0621\u060c \u0627\u0644\u062a\u0648\u0627\u0635\u0644 \u0627\u0644\u0634\u062e\u0635\u064a \u0645\u0639 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u062a\u0642\u062f\u064a\u0645 \u062e\u062f\u0645\u0629 \u0639\u0645\u0644\u0627\u0621 \u0627\u0633\u062a\u0628\u0627\u0642\u064a\u0629. \u0623\u0645\u0627 \u0627\u0644\u0647\u062f\u0641 \u0645\u0646 \u0630\u0644\u0643 \u0641\u0647\u0648 \u062e\u0644\u0642 \u062a\u062c\u0631\u0628\u0629 \u062a\u062f\u0641\u0639 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u0644\u0639\u0648\u062f\u0629\u060c \u0644\u0627 \u0644\u0645\u062c\u0631\u062f \u0627\u0644\u0634\u0631\u0627\u0621\u060c \u0628\u0644 \u0644\u0644\u0627\u0631\u062a\u0628\u0627\u0637 \u0628\u0627\u0644\u062e\u062f\u0645\u0629 \u0639\u0644\u0649 \u0627\u0644\u0645\u062f\u0649 \u0627\u0644\u0637\u0648\u064a\u0644.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">25. \u0627\u0644\u062f\u0639\u0648\u0629 \u0644\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 (Customer Advocacy)<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u064a\u0634\u064a\u0631 \u0647\u0630\u0627 \u0627\u0644\u0645\u0635\u0637\u0644\u062d \u0625\u0644\u0649 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0645\u062a\u062d\u0645\u0651\u0633\u064a\u0646 \u0627\u0644\u0630\u064a\u0646 \u064a\u0631\u0648\u0651\u062c\u0648\u0646 \u0644\u0639\u0644\u0627\u0645\u062a\u0643 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0627\u0633\u062a\u0646\u0627\u062f\u0627\u064b \u0625\u0644\u0649 \u062a\u062c\u0627\u0631\u0628\u0647\u0645 \u0627\u0644\u0625\u064a\u062c\u0627\u0628\u064a\u0629 \u0644\u0627 \u0623\u0643\u062b\u0631. \u0644\u0642\u062f \u0623\u062d\u0628\u0651\u0648\u0627 \u062e\u062f\u0645\u0627\u062a\u0643 \u0648\u0643\u0644 \u0645\u0627 \u064a\u062e\u0635\u0651\u0647\u0627\u060c \u0644\u0630\u0627 \u0647\u0645 \u064a\u0631\u0648\u0651\u062c\u0648\u0646 \u0644\u0643 \u0628\u062f\u0648\u0646 \u0645\u0642\u0627\u0628\u0644.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0633\u0641\u0631\u0627\u0621 \u0639\u0644\u0627\u0645\u062a\u0643 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 (\u0647\u0624\u0644\u0627\u0621 \u0627\u0644\u0645\u062f\u0627\u0641\u0639\u0648\u0646 \u0639\u0646\u0647\u0627) \u062c\u0632\u0621 \u0645\u0647\u0645 \u0645\u0646 \u062a\u062d\u0633\u064a\u0646 \u062e\u062f\u0645\u062a\u0643\u060c \u0644\u0623\u0646\u0647\u0645 \u0627\u0644\u0642\u0648\u0629 \u0627\u0644\u062e\u0641\u064a\u0629 \u0627\u0644\u062a\u064a \u062a\u064f\u0633\u0647\u0645 \u0641\u064a \u0628\u0646\u0627\u0621 \u0633\u0645\u0639\u0629 \u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0648\u062c\u0630\u0628 \u0639\u0645\u0644\u0627\u0621 \u062c\u062f\u062f \u062f\u0648\u0646 \u0623\u064a \u062a\u0643\u0644\u0641\u0629 \u062a\u0633\u0648\u064a\u0642\u064a\u0629 \u0645\u0628\u0627\u0634\u0631\u0629. \u0644\u0630\u0627 \u0627\u062c\u0639\u0644 \u0647\u0630\u0627 \u0627\u0644\u0645\u0635\u0637\u0644\u062d \u0641\u064a \u0645\u0642\u062f\u0645\u0629 \u0642\u0627\u0626\u0645\u0629 \u0645\u0635\u0637\u0644\u062d\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0644\u062f\u064a\u0643.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0647\u0644 \u062a\u062a\u0630\u0643\u0651\u0631 \u0639\u0646\u062f\u0645\u0627 \u0643\u0627\u0646 \u0635\u062f\u064a\u0642\u0643 \u0644\u0627 \u064a\u062a\u0648\u0642\u0641 \u0639\u0646 \u0627\u0644\u062d\u062f\u064a\u062b \u0628\u0625\u0639\u062c\u0627\u0628 \u0648\u0627\u0636\u062d \u0639\u0646 \u0645\u0637\u0639\u0645 \u062c\u062f\u064a\u062f \u062c\u0631\u0651\u0628\u0647 \u0648\u0623\u062f\u0645\u0646\u0647\u061f \u0647\u0630\u0627 \u0647\u0648 \u062c\u0648\u0647\u0631 \u0627\u0644\u062f\u0639\u0648\u0629 \u0644\u0644\u0639\u0644\u0627\u0645\u0629.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">26. \u062d\u0644\u0642\u0629 \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (Customer Feedback Loop)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u062a\u064f\u0639\u062f \u062d\u0644\u0642\u0629 \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0639\u0645\u0644\u064a\u0629 \u062d\u064a\u0648\u064a\u0629 \u0648\u0645\u0633\u062a\u0645\u0631\u0629 \u062a\u0647\u062f\u0641 \u0625\u0644\u0649 \u062c\u0645\u0639 \u0622\u0631\u0627\u0621 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0634\u0643\u0644 \u0645\u0646\u0647\u062c\u064a\u060c \u0648\u062a\u062d\u0644\u064a\u0644\u0647\u0627 \u0628\u062f\u0642\u0629\u060c \u0648\u0645\u0646 \u062b\u0645 \u062a\u0646\u0641\u064a\u0630\u0647\u0627 \u0628\u0639\u0646\u0627\u064a\u0629 \u0644\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0648\u0627\u0644\u062e\u062f\u0645\u0627\u062a \u0648\u0627\u0644\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0634\u0627\u0645\u0644\u0629.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0648\u064a\u0645\u0643\u0646 \u062a\u0646\u0641\u064a\u0630 \u0647\u0630\u0647 \u0627\u0644\u062d\u0644\u0642\u0629 \u0628\u0627\u0644\u0627\u0633\u062a\u0645\u0627\u0639 \u0627\u0644\u0646\u0634\u0637 \u0644\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0627\u0644\u0641\u0648\u0631\u064a\u0629 \u0644\u0645\u0644\u0627\u062d\u0638\u0627\u062a\u0647\u0645\u060c \u0648\u0627\u0644\u062a\u0637\u0648\u064a\u0631 \u0627\u0644\u0645\u062a\u062f\u0631\u0651\u062c \u0644\u0645\u0627 \u064a\u064f\u0642\u062f\u0651\u064e\u0645 \u0628\u0646\u0627\u0621\u064b \u0639\u0644\u0649 \u0627\u0642\u062a\u0631\u0627\u062d\u0627\u062a\u0647\u0645 \u0627\u0644\u0642\u064a\u0651\u0645\u0629.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0625\u0646\u0647\u0627 \u062a\u0642\u0646\u064a\u0629 \u0645\u0645\u062a\u0627\u0632\u0629 \u0644\u062a\u0639\u0632\u064a\u0632 \u0627\u0644\u0631\u0636\u0627 \u0648\u062a\u064f\u0642\u0648\u064a\u0629 \u0648\u0644\u0627\u0621 \u0639\u0645\u0644\u0627\u0626\u0643. \u0648\u062a\u0643\u062a\u0645\u0644 \u0645\u0647\u0645\u0629 \u062d\u0644\u0642\u0629 \u0627\u0644\u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0639\u0646\u062f\u0645\u0627 \u064a\u062a\u0645 \u062c\u0645\u0639 \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u062c\u0645\u064a\u0639\u0647\u0627\u060c \u0648\u0627\u062a\u062e\u0627\u0630 \u0627\u0644\u0625\u062c\u0631\u0627\u0621\u0627\u062a \u0627\u0644\u0644\u0627\u0632\u0645\u0629 \u062d\u064a\u0627\u0644\u0647\u0627\u060c \u062b\u0645 \u0625\u0628\u0644\u0627\u063a\u0647\u0645 \u0628\u0645\u0627 \u062a\u0645 \u062a\u063a\u064a\u064a\u0631\u0647.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">27. \u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 (Service Level Agreement &#8211; SLA)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0647\u064a \u0639\u0642\u062f \u0631\u0633\u0645\u064a \u064a\u064f\u0628\u0631\u0645 \u0628\u064a\u0646 \u0645\u0642\u062f\u0651\u0645 \u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u0627\u0644\u0639\u0645\u064a\u0644\u060c \u064a\u062d\u062f\u0651\u0650\u062f \u0628\u062f\u0642\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0645\u062a\u0648\u0642\u0639 \u062a\u0642\u062f\u064a\u0645\u0647\u0627\u060c \u0628\u0645\u0627 \u0641\u064a \u0630\u0644\u0643 \u0645\u0639\u0627\u064a\u064a\u0631 \u0627\u0644\u062c\u0648\u062f\u0629\u060c \u0648\u0633\u0631\u0639\u0629 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629\u060c \u0648\u0645\u062f\u0649 \u062a\u0648\u0627\u0641\u0631\u064a\u0629 \u0627\u0644\u062e\u062f\u0645\u0629.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u062a\u064f\u0633\u0647\u0645 \u0647\u0630\u0647 \u0627\u0644\u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0641\u064a \u062a\u0631\u0633\u064a\u062e \u0627\u0644\u062a\u0648\u0642\u0639\u0627\u062a \u0627\u0644\u0648\u0627\u0636\u062d\u0629 \u0645\u0646 \u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629\u060c \u0648\u0636\u0645\u0627\u0646 \u0627\u0644\u0645\u0633\u0627\u0621\u0644\u0629 \u0641\u064a \u0627\u0644\u0639\u0644\u0627\u0642\u0629 \u0627\u0644\u062e\u062f\u0645\u064a\u0629. \u0639\u0644\u0649 \u0633\u0628\u064a\u0644 \u0627\u0644\u0645\u062b\u0627\u0644\u060c \u0642\u062f \u062a\u0646\u0635 SLA \u0639\u0644\u0649 \u0636\u0631\u0648\u0631\u0629 \u0627\u0644\u0631\u0651\u062f \u0639\u0644\u0649 \u0627\u0633\u062a\u0641\u0633\u0627\u0631\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u062e\u0644\u0627\u0644 \u0645\u062f\u0629 \u0632\u0645\u0646\u064a\u0629 \u0645\u062d\u062f\u0651\u062f\u0629.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">28. \u062f\u0639\u0645 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (Customer Support): \u0645\u0646 \u0645\u0635\u0637\u0644\u062d\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u0645\u0645\u064a\u0632\u0629<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u064a\u0634\u064a\u0631 \u062f\u0639\u0645 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0625\u0644\u0649 \u0646\u0637\u0627\u0642 \u0648\u0627\u0633\u0639 \u0645\u0646 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u064f\u0642\u062f\u0651\u0645 \u0642\u0628\u0644 \u0648\u0623\u062b\u0646\u0627\u0621 \u0648\u0628\u0639\u062f \u0639\u0645\u0644\u064a\u0629 \u0627\u0644\u0634\u0631\u0627\u0621. \u0648\u064a\u0634\u0645\u0644 \u0630\u0644\u0643 \u062d\u0644 \u0627\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u0627\u0644\u062a\u0642\u0646\u064a\u0629\u060c \u0627\u0644\u0631\u062f \u0639\u0644\u0649 \u0627\u0644\u0627\u0633\u062a\u0641\u0633\u0627\u0631\u0627\u062a\u060c \u0648\u0645\u0639\u0627\u0644\u062c\u0629 \u0627\u0644\u0634\u0643\u0627\u0648\u0649 \u0628\u0643\u0641\u0627\u0621\u0629.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0648\u0627\u0644\u0647\u062f\u0641 \u0627\u0644\u0623\u0633\u0627\u0633 \u0645\u0646\u0647\u0627 \u0647\u0648 \u0636\u0645\u0627\u0646 \u062a\u062c\u0631\u0628\u0629 \u062e\u0627\u0644\u064a\u0629 \u0645\u0646 \u0627\u0644\u062a\u0639\u0642\u064a\u062f \u062a\u064f\u0633\u0647\u0645 \u0641\u064a \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u064a\u0644 \u0648\u0648\u0644\u0627\u0626\u0647. \u0623\u0645\u062b\u0644\u0629: \u0645\u0631\u0627\u0643\u0632 \u0627\u0644\u062f\u0639\u0645 \u0627\u0644\u0647\u0627\u062a\u0641\u064a \u0623\u0648 \u0646\u064f\u0638\u0645 \u0627\u0644\u0645\u0633\u0627\u0639\u062f\u0629.<\/span><\/p>\n<p><b>\u062a\u0635\u0641\u0651\u062d \u0623\u064a\u0636\u0627\u064b: <\/b><a href=\"https:\/\/uxwritingar.com\/staging\/customer-experience\/20593\" target=\"_blank\" rel=\"noopener\"><b>\u062f\u0648\u0631 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (Customer Service) \u0641\u064a \u062a\u062d\u0633\u064a\u0646 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (CX)\u00a0<\/b><\/a><\/p>\n<h3><strong><span style=\"font-size: 20px;\">29. \u0646\u062c\u0627\u062d \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (Customer Success)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u0646\u062c\u0627\u062d \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0647\u0648 \u0646\u0647\u062c \u0627\u0633\u062a\u0628\u0627\u0642\u064a \u064a\u0631\u0643\u0651\u0632 \u0639\u0644\u0649 \u0636\u0645\u0627\u0646 \u062a\u062d\u0642\u064a\u0642 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u0623\u0647\u062f\u0627\u0641\u0647\u0645 \u0627\u0644\u0645\u0631\u062c\u0648\u0651\u0629\u060c \u0648\u0627\u0644\u0627\u0633\u062a\u0641\u0627\u062f\u0629 \u0627\u0644\u0642\u0635\u0648\u0649 \u0645\u0646 \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0623\u0648 \u0627\u0644\u062e\u062f\u0645\u0627\u062a.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u064a\u062a\u0636\u0645\u0646 \u0646\u062c\u0627\u062d \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u062a\u0641\u0627\u0639\u0644\u0627\u064b \u0645\u0633\u062a\u0645\u0631\u0627\u064b\u060c \u062f\u0639\u0645\u0627\u064b \u0645\u062e\u0635\u0635\u0627\u064b \u0644\u0647\u0645\u060c \u0648\u062a\u0639\u0644\u064a\u0645\u0627\u064b \u0645\u0644\u0627\u0626\u0645\u0627\u064b \u064a\u0646\u0627\u0633\u0628 \u0642\u062f\u0631\u0627\u062a\u0647\u0645 \u0644\u062a\u0639\u0638\u064a\u0645 \u0631\u0636\u0627\u0647\u0645 \u0648\u0632\u064a\u0627\u062f\u0629 \u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0628\u0647\u0645 \u0639\u0644\u0649 \u0627\u0644\u0645\u062f\u0649 \u0627\u0644\u0637\u0648\u064a\u0644.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0643\u0645\u062b\u0627\u0644 \u0639\u0644\u0649 \u0630\u0644\u0643: \u0642\u062f \u064a\u0639\u0645\u0644 \u0645\u062f\u064a\u0631 \u0646\u062c\u0627\u062d \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0639 \u0639\u0645\u064a\u0644 \u062c\u062f\u064a\u062f \u0644\u0636\u0645\u0627\u0646 \u062a\u0637\u0628\u064a\u0642 \u0627\u0644\u062d\u0644\u0648\u0644 \u0628\u0646\u062c\u0627\u062d \u0648\u062a\u062d\u0642\u064a\u0642 \u0627\u0644\u0623\u0647\u062f\u0627\u0641 \u0627\u0644\u0645\u0631\u062c\u0648\u0651\u0629.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">30. \u0645\u0631\u0643\u0632\u064a\u0651\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer-Centricity)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u0645\u0631\u0643\u0632\u064a\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0644\u064a\u0633\u062a \u0645\u062c\u0631\u062f \u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0629\u060c \u0628\u0644 \u0641\u0644\u0633\u0641\u0629 \u0645\u0624\u0633\u0633\u064a\u0651\u0629 \u062c\u0648\u0647\u0631\u064a\u0651\u0629 \u062a\u0636\u0639 \u0627\u062d\u062a\u064a\u0627\u062c\u0627\u062a \u0648\u062a\u0648\u0642\u0639\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0641\u064a \u0635\u0645\u064a\u0645 \u0643\u0644 \u0642\u0631\u0627\u0631 \u0628\u0645\u0627 \u064a\u062a\u0648\u0627\u0641\u0642 \u0645\u0639 \u0641\u0643\u0631\u0629 &#8220;\u0627\u0644\u0639\u0645\u064a\u0644 \u0623\u0648\u0644\u0627\u064b\u2026 \u062f\u0627\u0626\u0645\u0627\u064b&#8221;.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0648\u064a\u0634\u0645\u0644 \u062a\u0637\u0628\u064a\u0642 \u0645\u0631\u0643\u0632\u064a\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0641\u0647\u0645\u0627\u064b \u0639\u0645\u064a\u0642\u0627\u064b \u0644\u0645\u0646\u0638\u0648\u0631 \u0627\u0644\u0639\u0645\u064a\u0644 \u0648\u062a\u0648\u0642\u0639\u0627\u062a\u0647 \u0648\u0633\u0644\u0648\u0643\u064a\u0627\u062a\u0647\u060c \u0648\u0645\u0646 \u062b\u0645 \u062a\u0643\u064a\u064a\u0641 \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0648\u0627\u0644\u062e\u062f\u0645\u0627\u062a \u0648\u0641\u0642\u0627\u064b \u0644\u0630\u0644\u0643. \u062a\u064f\u0639\u062f\u0651 \u0634\u0631\u0643\u0629 \u0623\u0645\u0627\u0632\u0648\u0646 (Amazon) \u0645\u0646 \u0623\u0628\u0631\u0632 \u0627\u0644\u0646\u0645\u0627\u0630\u062c \u0627\u0644\u0639\u0627\u0644\u0645\u064a\u0629 \u0644\u0644\u0645\u0624\u0633\u0633\u0627\u062a \u0627\u0644\u0645\u0631\u062a\u0643\u0632\u0629 \u0639\u0644\u0649 \u0627\u0644\u0639\u0645\u064a\u0644.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">31. \u0631\u0633\u0645 \u062e\u0631\u064a\u0637\u0629 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Journey Mapping)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u0643\u0645\u0627 \u0623\u0634\u0631\u0646\u0627 \u0633\u0627\u0628\u0642\u0627\u064b\u060c \u0641\u0625\u0646 \u062e\u0631\u064a\u0637\u0629 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0647\u064a \u0639\u0645\u0644\u064a\u0629 \u062d\u064a\u0648\u064a\u0629 \u062a\u064f\u0635\u0648\u0651\u0650\u0631 \u0628\u0635\u0631\u064a\u0627\u064b \u0648\u062a\u064f\u062d\u0644\u0651\u0650\u0644 \u0628\u062f\u0642\u0629 \u0645\u0631\u0627\u062d\u0644 \u0627\u0644\u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0645\u062e\u062a\u0644\u0641\u0629 \u0628\u064a\u0646 \u0627\u0644\u0639\u0645\u064a\u0644 \u0648\u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u064a\u0645\u0643\u0651\u0646 <\/span><a href=\"https:\/\/uxwritingar.com\/staging\/customer-experience\/35378\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">\u0631\u0633\u0645 \u062e\u0631\u064a\u0637\u0629 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644<\/span><\/a><span style=\"font-weight: 400;\"> \u0628\u0627\u0644\u0623\u062f\u0648\u0627\u062a \u0627\u0644\u0645\u0646\u0627\u0633\u0628\u0629 \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0645\u0646 \u062a\u062d\u062f\u064a\u062f \u0646\u0642\u0627\u0637 \u0627\u0644\u0623\u0644\u0645\u060c \u0648\u0627\u0644\u0641\u064f\u0631\u0635 \u0627\u0644\u062a\u062d\u0633\u064a\u0646\u064a\u0629 \u0627\u0644\u0645\u0645\u0643\u0646\u0629\u060c \u0645\u0645\u0627 \u064a\u0624\u062f\u064a \u0625\u0644\u0649 \u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u062a\u062c\u0631\u0628\u0629 \u0648\u062a\u0639\u0632\u064a\u0632 \u0627\u0644\u0648\u0644\u0627\u0621.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0644\u0627\u062d\u0638 \u0623\u0646 \u0647\u0646\u0627\u0643 \u0645\u0645\u0635\u0637\u0644\u062d\u064e\u064a\u0646 \u0644\u062e\u0631\u064a\u0637\u0629 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0645\u0646 \u0628\u064a\u0646 \u0645\u0635\u0637\u0644\u062d\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644\u061b \u0623\u062d\u062f\u0647\u0645\u0627 \u062d\u0648\u0644 \u0627\u0644\u062e\u0631\u064a\u0637\u0629 \u0648\u0627\u0644\u0622\u062e\u0631 \u062d\u0648\u0644 \u0631\u0633\u0645\u0647\u0627\u060c \u0648\u0647\u0648 \u0645\u0627 \u064a\u0628\u064a\u0651\u0646 \u0623\u0647\u0645\u064a\u0629 \u0647\u0630\u0627 \u0627\u0644\u0645\u0635\u0637\u0644\u062d \u0641\u064a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644.<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">32. \u0627\u0633\u062a\u0628\u064a\u0627\u0646\u0627\u062a \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (Customer Feedback Surveys)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u0627\u0633\u062a\u0628\u064a\u0627\u0646\u0627\u062a \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0647\u064a \u0623\u062f\u0648\u0627\u062a \u0645\u064f\u0646\u0638\u0651\u0645\u0629 \u0645\u0635\u0645\u0651\u0645\u0629 \u0628\u0639\u0646\u0627\u064a\u0629 \u0644\u062c\u0645\u0639 \u0627\u0646\u0637\u0628\u0627\u0639\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062a\u0642\u064a\u064a\u0645\u0627\u062a\u0647\u0645 \u062d\u0648\u0644 \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0623\u0648 \u0627\u0644\u062e\u062f\u0645\u0627\u062a \u0623\u0648 \u0627\u0644\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0627\u0645\u0629.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u062a\u064f\u0648\u0632\u0651\u064e\u0639 \u0627\u0644\u0627\u0633\u062a\u0628\u064a\u0627\u0646\u0627\u062a \u0639\u0628\u0631 \u0642\u0646\u0648\u0627\u062a \u0645\u062a\u0639\u062f\u062f\u0629\u060c \u0645\u062b\u0644 \u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a\u060c \u0623\u0648 \u0627\u0644\u0646\u0648\u0627\u0641\u0630 \u0627\u0644\u0645\u0646\u0628\u062b\u0642\u0629 \u0639\u0644\u0649 \u0627\u0644\u0645\u0648\u0642\u0639\u060c \u0623\u0648 \u0627\u0644\u0625\u0634\u0639\u0627\u0631\u0627\u062a \u062f\u0627\u062e\u0644 \u0627\u0644\u062a\u0637\u0628\u064a\u0642. \u0648\u0645\u0646 \u0627\u0644\u0623\u0633\u0626\u0644\u0629 \u0627\u0644\u0634\u0627\u0626\u0639\u0629 \u0644\u0647\u0627: \u0645\u0627 \u0645\u062f\u0649 \u0633\u0647\u0648\u0644\u0629 \u0627\u0644\u0627\u0633\u062a\u062e\u062f\u0627\u0645\u061f \u0645\u0627 \u062a\u0642\u064a\u064a\u0645\u0643 \u0644\u0644\u062c\u0648\u062f\u0629\u061f \u0623\u0648 \u0631\u0636\u0627\u0643 \u0639\u0646 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0645\u0642\u062f\u0651\u0645\u0629\u061f\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">33. \u062a\u062d\u0644\u064a\u0644 \u062a\u0633\u0631\u0628 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (Customer Churn Analysis)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u0644\u0645\u0627\u0630\u0627 \u064a\u063a\u0627\u062f\u0631 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u062e\u062f\u0645\u062a\u0643\u061f \u064a\u0647\u062a\u0645\u0651 \u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u062a\u0633\u0631\u0628 \u0628\u062f\u0631\u0627\u0633\u0629 \u0627\u0644\u0623\u0633\u0628\u0627\u0628 \u0627\u0644\u062a\u064a \u062a\u062f\u0641\u0639 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u0648\u0642\u0641 \u0627\u0644\u062a\u0639\u0627\u0645\u0644 \u0645\u0639 \u0627\u0644\u0645\u0646\u062a\u062c \u0623\u0648 \u0627\u0644\u062e\u062f\u0645\u0629. \u0648\u0645\u0646 \u062e\u0644\u0627\u0644 \u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0648\u0627\u0644\u0627\u062a\u062c\u0627\u0647\u0627\u062a\u060c \u064a\u0645\u0643\u0646 \u0644\u0644\u0634\u0631\u0643\u0627\u062a \u0648\u0636\u0639 \u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0627\u062a \u0641\u0639\u0651\u0627\u0644\u0629 \u0644\u062e\u0641\u0636 \u0645\u0639\u062f\u0644\u0627\u062a \u0627\u0644\u062a\u0633\u0631\u0628 \u0648\u062a\u0639\u0632\u064a\u0632 \u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0628\u0627\u0644\u0639\u0645\u0644\u0627\u0621.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0645\u0631\u0627\u062c\u0639\u0629 \u0627\u0633\u062a\u0628\u064a\u0627\u0646\u0627\u062a \u0625\u0644\u063a\u0627\u0621 \u0627\u0644\u0627\u0634\u062a\u0631\u0627\u0643 \u0628\u0627\u0644\u062e\u062f\u0645\u0629 \u0645\u062b\u0644\u0627\u064b\u060c \u064a\u0641\u062a\u062d \u0627\u0644\u0628\u0627\u0628 \u0644\u0645\u0639\u0631\u0641\u0629 \u062f\u0648\u0627\u0641\u0639 \u0645\u063a\u0627\u062f\u0631\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062d\u0642\u064a\u0642\u064a\u0629.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">34. \u062a\u0647\u064a\u0626\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062c\u062f\u062f (Customer Onboarding)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u062a\u0647\u062a\u0645 \u0639\u0645\u0644\u064a\u0629 \u062a\u0647\u064a\u0626\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062c\u062f\u062f \u0628\u062a\u0623\u0633\u064a\u0633 \u062a\u062c\u0631\u0628\u0629 \u0646\u0627\u062c\u062d\u0629 \u0645\u0646 \u0627\u0644\u0628\u062f\u0627\u064a\u0629. \u0647\u064a \u0639\u0645\u0644\u064a\u0629 \u0623\u0633\u0627\u0633\u064a\u0629 \u064a\u062a\u0645 \u0645\u0646 \u062e\u0644\u0627\u0644\u0647\u0627 \u0625\u0631\u0634\u0627\u062f \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062c\u062f\u062f \u062e\u0644\u0627\u0644 \u062e\u0637\u0648\u0627\u062a\u0647\u0645 \u0627\u0644\u0623\u0648\u0644\u0649 \u0644\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0627\u0644\u0645\u0646\u062a\u062c \u0623\u0648 \u0627\u0644\u062e\u062f\u0645\u0629\u060c \u0628\u0647\u062f\u0641 \u062a\u062d\u0642\u064a\u0642 \u0627\u0644\u0646\u062c\u0627\u062d \u0627\u0644\u0645\u0628\u0643\u0651\u0631 \u0645\u0639\u0647\u0645 \u0648\u0627\u0643\u062a\u0633\u0627\u0628 \u0631\u0636\u0627\u0647\u0645 \u0645\u0646 \u0627\u0644\u0628\u062f\u0627\u064a\u0629.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u062a\u0647\u064a\u0626\u0629 \u0627\u0644\u0641\u0639\u0627\u0644\u0629 \u062a\u0631\u0641\u0639 \u0645\u0646 \u0645\u0633\u062a\u0648\u064a\u0627\u062a \u0627\u0644\u0631\u0636\u0627 \u0648\u062a\u0642\u0644\u0644 \u0627\u0644\u062a\u0633\u0631\u0628 \u0627\u0644\u0645\u0628\u0643\u0631 \u0648\u062a\u0636\u0639 \u062d\u062c\u0631 \u0627\u0644\u0623\u0633\u0627\u0633 \u0644\u0639\u0644\u0627\u0642\u0629 \u0645\u062b\u0645\u0631\u0629 \u0645\u0639 \u0627\u0644\u0639\u0645\u064a\u0644. \u0623\u0645\u062b\u0644\u0629 \u0639\u0644\u0649 \u0643\u064a\u0641\u064a\u0629 \u062a\u0647\u064a\u0626\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0628\u0643\u0631\u0627\u064b: \u0631\u0633\u0627\u0626\u0644 \u062a\u0631\u062d\u064a\u0628\u064a\u0629\u060c \u0641\u064a\u062f\u064a\u0648\u0647\u0627\u062a \u062a\u0639\u0644\u064a\u0645\u064a\u0629\u060c \u0623\u0648 \u062f\u0639\u0645 \u0634\u062e\u0635\u064a \u0645\u062e\u0635\u0635.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">35. \u062a\u0642\u0633\u064a\u0645 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (Customer Segmentation)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u062a\u0642\u0633\u064a\u0645 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0646 \u0623\u0647\u0645 \u0645\u0635\u0637\u0644\u062d\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0648\u0647\u0648 \u0645\u0645\u0627\u0631\u0633\u0629 \u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0629 \u062a\u0647\u062f\u0641 \u0625\u0644\u0649 \u062a\u0635\u0646\u064a\u0641 \u0642\u0627\u0639\u062f\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0625\u0644\u0649 \u0645\u062c\u0645\u0648\u0639\u0627\u062a \u0641\u0631\u0639\u064a\u0651\u0629 \u0628\u0646\u0627\u0621\u064b \u0639\u0644\u0649 \u0635\u0641\u0627\u062a \u0623\u0648 \u0633\u0644\u0648\u0643\u064a\u0651\u0627\u062a \u0623\u0648 \u062a\u0641\u0636\u064a\u0644\u0627\u062a \u0645\u0634\u062a\u0631\u0643\u0629 \u0644\u0643\u0644 \u0645\u062c\u0645\u0648\u0639\u0629. \u0625\u0630\u0646 \u0641\u064a \u0635\u0645\u064a\u0645\u0647\u0627\u060c \u062a\u0647\u062f\u0641 \u0647\u0630\u0647 \u0627\u0644\u0639\u0645\u0644\u064a\u0629 \u0625\u0644\u0649 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0644\u0627\u062e\u062a\u0644\u0627\u0641\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0630\u0643\u0627\u0621.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u064a\u0633\u0645\u062d \u0647\u0630\u0627 \u0627\u0644\u062a\u0642\u0633\u064a\u0645 \u0644\u0644\u0634\u0631\u0643\u0627\u062a \u0628\u062a\u062e\u0635\u064a\u0635 \u0639\u0631\u0648\u0636\u0647\u0627\u060c \u0648\u062a\u062d\u0633\u064a\u0646 \u0631\u0633\u0627\u0626\u0644\u0647\u0627 \u0627\u0644\u062a\u0633\u0648\u064a\u0642\u064a\u0629\u060c \u0648\u062a\u0642\u062f\u064a\u0645 \u062a\u062c\u0627\u0631\u0628 \u0623\u0643\u062b\u0631 \u0645\u0644\u0627\u0621\u0645\u0629 \u0644\u0643\u0644 \u0634\u0631\u064a\u062d\u0629. \u0623\u0645\u062b\u0644\u0629: \u062a\u0642\u0633\u064a\u0645 \u0645\u062c\u0645\u0648\u0639\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u062d\u0633\u0628 \u0627\u0644\u0639\u0645\u0631\u060c \u0633\u062c\u0644 \u0627\u0644\u0634\u0631\u0627\u0621\u060c \u0623\u0648 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062a\u0641\u0627\u0639\u0644.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">36. \u062a\u0646\u0633\u064a\u0642 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Journey Orchestration)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u064a\u0639\u0646\u064a \u0647\u0630\u0627 \u0627\u0644\u0645\u0641\u0647\u0648\u0645 \u062a\u0646\u0633\u064a\u0642 \u0648\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u062a\u0641\u0627\u0639\u0644\u0627\u062a \u0645\u0639 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0639\u0628\u0631 \u0642\u0646\u0648\u0627\u062a \u0645\u062a\u0639\u062f\u062f\u0629 \u0628\u0637\u0631\u064a\u0642\u0629 \u0633\u0644\u0633\u0629 \u0648\u0634\u062e\u0635\u064a\u0629\u060c \u0644\u0636\u0645\u0627\u0646 \u062a\u062c\u0631\u0628\u0629 \u0645\u062a\u0643\u0627\u0645\u0644\u0629 \u0648\u0645\u062a\u0646\u0627\u063a\u0645\u0629. \u064a\u0634\u0645\u0644 \u0630\u0644\u0643 \u0631\u0633\u0627\u0626\u0644 \u0645\u062a\u0651\u0633\u0642\u0629\u060c \u062a\u0641\u0627\u0639\u0644 \u0627\u0633\u062a\u0628\u0627\u0642\u064a\u060c \u0648\u062a\u0648\u0627\u0635\u0644 \u0642\u0627\u0626\u0645 \u0639\u0644\u0649 \u0627\u0644\u0633\u064a\u0627\u0642.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u062a\u062e\u064a\u0651\u0644 \u0639\u0645\u064a\u0644\u0627\u064b \u064a\u062a\u0644\u0642\u0651\u0649 \u062a\u0630\u0643\u064a\u0631\u0627\u064b \u0634\u062e\u0635\u064a\u0627\u064b \u0639\u0644\u0649 \u0628\u0631\u064a\u062f\u0647 \u0628\u0646\u0627\u0621\u064b \u0639\u0644\u0649 \u0633\u062c\u0644\u0651 \u062a\u0635\u0641\u062d\u0647 \u0644\u0645\u0648\u0642\u0639\u0643. \u0647\u0630\u0627 \u064a\u0639\u062a\u0628\u0631 \u0645\u062b\u0627\u0644 \u0639\u0644\u0649 \u0627\u0644\u062a\u0646\u0633\u064a\u0642 \u0627\u0644\u0646\u0627\u062c\u062d!\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">37. \u0622\u0644\u064a\u0627\u062a \u062c\u0645\u0639 \u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (Customer Feedback Mechanisms)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u062a\u0634\u0645\u0644 \u0622\u0644\u064a\u0627\u062a \u062c\u0645\u0639 \u0627\u0644\u0645\u0644\u0627\u062d\u0638\u0627\u062a \u0627\u0644\u0623\u062f\u0648\u0627\u062a \u0648\u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0639\u062a\u0645\u062f\u0647\u0627 \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0644\u062c\u0645\u0639 \u0622\u0631\u0627\u0621 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0634\u0643\u0644 \u0645\u0646\u062a\u0638\u0645\u060c \u0648\u0645\u0639\u0627\u0644\u062c\u062a\u0647\u0627 \u0628\u0641\u0639\u0627\u0644\u064a\u0629\u060c \u0648\u0627\u062a\u062e\u0627\u0630 \u0625\u062c\u0631\u0627\u0621\u0627\u062a \u0645\u0628\u0646\u064a\u0629 \u0639\u0644\u064a\u0647\u0627.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0645\u0646 \u0647\u0630\u0647 \u0627\u0644\u0622\u0644\u064a\u0627\u062a: \u0627\u0644\u0627\u0633\u062a\u0628\u064a\u0627\u0646\u0627\u062a\u060c \u0646\u0645\u0627\u0630\u062c \u0627\u0644\u0627\u0642\u062a\u0631\u0627\u062d\u0627\u062a\u060c \u0627\u0644\u0645\u0631\u0627\u0642\u0628\u0629 \u0627\u0644\u0646\u0634\u0637\u0629 \u0644\u0648\u0633\u0627\u0626\u0644 \u0627\u0644\u062a\u0648\u0627\u0635\u0644\u060c \u0648\u0627\u0644\u0628\u0631\u064a\u062f \u0627\u0644\u0645\u062e\u0635\u0635 \u0644\u0644\u062f\u0639\u0645.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">38. \u062a\u062d\u0644\u064a\u0644\u0627\u062a \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Journey Analytics): \u0645\u0646 \u0645\u0635\u0637\u0644\u062d\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u062f\u0642\u064a\u0642\u0629<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Customer Journey Analytics \u0647\u064a \u062a\u062d\u0644\u064a\u0644 \u0645\u0639\u0645\u0651\u0642 \u0644\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u0645\u0633\u062a\u062e\u0644\u0635\u0629 \u0645\u0646 \u0645\u0635\u0627\u062f\u0631 \u0645\u062a\u0639\u062f\u062f\u0629 \u0644\u0641\u0647\u0645 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0648\u062a\u062d\u062f\u064a\u062f \u0641\u064f\u0631\u0635 \u0627\u0644\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u064a\u062c\u0645\u0639 \u0647\u0630\u0627 \u0627\u0644\u0646\u0647\u062c \u0628\u064a\u0646 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u0643\u0645\u064a\u0629 (\u0645\u062b\u0644 \u0627\u0644\u0646\u0642\u0631\u0627\u062a \u0648\u0627\u0644\u0645\u0634\u062a\u0631\u064a\u0627\u062a) \u0648\u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u0646\u0648\u0639\u064a\u0629 (\u0645\u062b\u0644 \u0627\u0644\u0627\u0633\u062a\u0628\u064a\u0627\u0646\u0627\u062a \u0648\u0627\u0644\u0645\u0631\u0627\u062c\u0639\u0627\u062a)\u060c \u0644\u0644\u0643\u0634\u0641 \u0639\u0646 \u0623\u0646\u0645\u0627\u0637 \u062e\u0641\u064a\u0629 \u0648\u0627\u062d\u062a\u064a\u0627\u062c\u0627\u062a \u063a\u064a\u0631 \u0645\u0631\u0626\u064a\u0629 \u0644\u0644\u0639\u0645\u0644\u0627\u0621. \u0639\u0644\u0649 \u0633\u0628\u064a\u0644 \u0627\u0644\u0645\u062b\u0627\u0644: \u064a\u0643\u0634\u0641 \u0631\u0628\u0637 \u0623\u0646\u0645\u0627\u0637 \u062a\u0635\u0641\u062d \u0627\u0644\u0645\u0648\u0642\u0639 \u0628\u0645\u0639\u062f\u0644\u0627\u062a \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0648\u0627\u0636\u0639 \u0627\u0644\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0645\u062d\u062a\u0645\u0644\u0629.<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">39. \u062a\u0645\u0643\u064a\u0646 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Empowerment)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u062a\u0645\u0643\u064a\u0646 \u0627\u0644\u0639\u0645\u064a\u0644 \u064a\u0639\u0646\u064a \u062a\u0632\u0648\u064a\u062f\u0647 \u0628\u0627\u0644\u0623\u062f\u0648\u0627\u062a \u0648\u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0648\u0627\u0644\u0645\u0648\u0627\u0631\u062f \u0627\u0644\u062a\u064a \u062a\u062a\u064a\u062d \u0644\u0647 \u0627\u062a\u062e\u0627\u0630 \u0642\u0631\u0627\u0631\u0627\u062a \u0648\u0627\u0639\u064a\u0629 \u0648\u0627\u0644\u062a\u062d\u0643\u0651\u0645 \u0628\u0634\u0643\u0644 \u0623\u0643\u0628\u0631 \u0641\u064a \u062a\u0641\u0627\u0639\u0644\u0627\u062a\u0647 \u0645\u0639 \u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629. \u0628\u0645\u0627 \u064a\u0639\u0646\u064a \u0627\u0644\u0633\u0645\u0627\u062d \u0644\u0647 \u0623\u0646 \u064a\u0645\u0633\u0643 \u0632\u0645\u0627\u0645 \u0627\u0644\u0623\u0645\u0648\u0631 \u062e\u0644\u0627\u0644 \u0631\u062d\u0644\u062a\u0647 \u0645\u0639 \u062e\u062f\u0645\u062a\u0643.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0648\u064a\u0634\u0645\u0644 \u0630\u0644\u0643 \u062a\u0648\u0641\u064a\u0631 \u0642\u0627\u0639\u062f\u0629 \u0645\u0639\u0631\u0641\u0629 \u063a\u0646\u064a\u0629\u060c \u0648\u0623\u0646\u0638\u0645\u0629 \u062e\u062f\u0645\u0629 \u0630\u0627\u062a\u064a\u0629\u060c \u0648\u0625\u0645\u0643\u0627\u0646\u064a\u0629 \u0627\u0644\u0648\u0635\u0648\u0644 \u0627\u0644\u0633\u0631\u064a\u0639 \u0644\u0644\u062f\u0639\u0645 \u0639\u0646\u062f \u0627\u0644\u062d\u0627\u062c\u0629. \u0645\u062b\u0644\u0627\u064b: \u0642\u0633\u0645 &#8220;\u0627\u0644\u0623\u0633\u0626\u0644\u0629 \u0627\u0644\u0634\u0627\u0626\u0639\u0629&#8221;\u060c \u0623\u0648 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0630\u0627\u062a\u064a\u0629 \u0627\u0644\u0645\u0624\u062a\u0645\u062a\u0629\u2026 \u0643\u0644 \u0630\u0644\u0643 \u064a\u0645\u0643\u0651\u0646 \u0627\u0644\u0639\u0645\u064a\u0644 \u0648\u064a\u064f\u0634\u0639\u0631\u0647 \u0628\u0627\u0644\u062b\u0642\u0629.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">40. \u0627\u0644\u062a\u0635\u0645\u064a\u0645 \u0627\u0644\u0645\u0631\u062a\u0643\u0632 \u0639\u0644\u0649 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer-Centric Design)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u064a\u064f\u0639\u062f\u0651 \u0627\u0644\u062a\u0635\u0645\u064a\u0645 \u0627\u0644\u0645\u0631\u062a\u0643\u0632 \u0639\u0644\u0649 \u0627\u0644\u0639\u0645\u064a\u0644 \u0646\u0647\u062c\u0627\u064b \u0623\u0633\u0627\u0633\u064a\u0627\u064b \u0641\u064a \u062a\u0637\u0648\u064a\u0631 \u0627\u0644\u0645\u0646\u062a\u062c\u0627\u062a \u0648\u0627\u0644\u062e\u062f\u0645\u0627\u062a\u060c \u062d\u064a\u062b \u064a\u0623\u062e\u0630 \u0627\u062d\u062a\u064a\u0627\u062c\u0627\u062a \u0648\u062a\u0641\u0636\u064a\u0644\u0627\u062a \u0648\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u0643\u0644\u0651\u064a\u0629 \u0641\u064a \u0627\u0644\u0645\u0642\u062f\u0645\u0629 \u0648\u064a\u0641\u0636\u0651\u0644\u0647\u0627 \u0639\u0644\u0649 \u0633\u0627\u0626\u0631 \u0627\u0644\u0627\u0639\u062a\u0628\u0627\u0631\u0627\u062a \u0641\u064a \u0627\u0644\u0639\u0645\u0644\u064a\u0629 \u0627\u0644\u062a\u0635\u0645\u064a\u0645\u064a\u0629.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0648\u064a\u062a\u0636\u0645\u0646 \u0630\u0644\u0643 \u0625\u0634\u0631\u0627\u0643 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0641\u0627\u0639\u0644\u064a\u0629 \u0641\u064a <\/span><a href=\"https:\/\/uxwritingar.com\/staging\/user-experience\/26345\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">\u0645\u0631\u0627\u062d\u0644 \u0627\u0644\u062a\u0641\u0643\u064a\u0631 \u0627\u0644\u062a\u0635\u0645\u064a\u0645\u064a<\/span><\/a><span style=\"font-weight: 400;\">\u060c \u0648\u062c\u0645\u0639 \u0645\u0644\u0627\u062d\u0638\u0627\u062a\u0647\u0645 \u0627\u0644\u0642\u064a\u0651\u0645\u0629 \u0628\u0634\u0643\u0644 \u0645\u062a\u0643\u0631\u0631 \u0648\u062f\u0627\u0626\u0645\u060c \u0648\u0635\u0648\u0644\u0627\u064b \u0625\u0644\u0649 \u0627\u0628\u062a\u0643\u0627\u0631 \u062d\u0644\u0648\u0644 \u0644\u0627 \u062a\u0644\u0628\u0651\u064a \u062a\u0637\u0644\u0639\u0627\u062a\u0647\u0645 \u0641\u062d\u0633\u0628\u060c \u0628\u0644 \u062a\u0633\u0639\u0649 \u0625\u0644\u0649 \u062a\u062c\u0627\u0648\u0632\u0647\u0627.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0647\u0644 \u0644\u0627\u062d\u0638\u062a \u0623\u0646 \u0643\u0644 \u0645\u0635\u0637\u0644\u062d \u0645\u0646 \u0645\u0635\u0637\u0644\u062d\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0645\u0631\u062a\u0643\u0632 \u0639\u0644\u0649 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0645\u0647\u0645 \u062c\u062f\u0627\u064b\u061f \u0646\u0639\u0645 \u0641\u0627\u0644\u0639\u0645\u064a\u0644 \u0647\u0648 \u0623\u0633\u0627\u0633 \u0643\u0644 \u0645\u0646\u062a\u062c \u0623\u0648 \u062e\u062f\u0645\u0629.<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">41. \u0645\u0624\u0634\u0631 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (Customer Satisfaction Index &#8211; CSI)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u0645\u0624\u0634\u0631 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0647\u0648 \u0645\u0642\u064a\u0627\u0633 \u0634\u0627\u0645\u0644 \u064a\u064f\u0633\u062a\u062e\u062f\u0645 \u0644\u062a\u0642\u064a\u064a\u0645 \u0645\u0633\u062a\u0648\u0649 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0639\u0627\u0645 \u0639\u0646 \u0645\u0646\u062a\u062c \u0623\u0648 \u062e\u062f\u0645\u0629 \u0645\u0639\u064a\u0646\u0629 \u0623\u0648 \u0639\u0646 \u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0643\u0643\u0644. \u0648\u063a\u0627\u0644\u0628\u0627\u064b \u0645\u0627 \u064a\u064f\u062d\u0633\u0628 \u0647\u0630\u0627 \u0627\u0644\u0645\u0624\u0634\u0631 \u0645\u0646 \u062e\u0644\u0627\u0644 \u062a\u062c\u0645\u064a\u0639 \u0646\u062a\u0627\u0626\u062c \u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0645\u062e\u062a\u0644\u0641\u0629 \u0641\u064a \u062f\u0631\u062c\u0629 \u0639\u062f\u062f\u064a\u0629 \u0648\u0627\u062d\u062f\u0629 \u062a\u064f\u0639\u0628\u0651\u0631 \u0639\u0646 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u0631\u0636\u0627 \u0627\u0644\u0643\u0644\u064a \u0628\u0635\u0648\u0631\u0629 \u0645\u062a\u0643\u0627\u0645\u0644\u0629.<\/span><\/p>\n<p><b>\u0627\u0642\u0631\u0623 \u0623\u064a\u0636\u0627\u064b: <\/b><a href=\"https:\/\/uxwritingar.com\/staging\/customer-experience\/35389\" target=\"_blank\" rel=\"noopener\"><b>\u062a\u062d\u0644\u064a\u0644\u0627\u062a \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621: \u0623\u0641\u0636\u0644 \u0627\u0644\u0623\u0633\u0627\u0644\u064a\u0628 \u0648\u0627\u0644\u0645\u0645\u0627\u0631\u0633\u0627\u062a \u0644\u0642\u064a\u0627\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621<\/b><\/a><\/p>\n<h3><strong><span style=\"font-size: 20px;\">42. \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0628\u064a\u0646 \u0627\u0644\u0634\u0631\u0643\u0627\u062a (B2B Customer Experience)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u062a\u0631\u0643\u0651\u0632 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0628\u064a\u0646 \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0639\u0644\u0649 \u0627\u0644\u062a\u0641\u0627\u0639\u0644\u0627\u062a \u0648\u0646\u0642\u0627\u0637 \u0627\u0644\u062a\u0648\u0627\u0635\u0644 \u0627\u0644\u062a\u064a \u062a\u062d\u062f\u062b \u0628\u064a\u0646 \u0627\u0644\u0645\u0624\u0633\u0633\u0627\u062a (B2B) \u0648\u0639\u0645\u0644\u0627\u0626\u0647\u0627 \u0645\u0646 \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0627\u0644\u0623\u062e\u0631\u0649. \u0648\u062a\u062a\u0637\u0644\u0651\u0628 \u0647\u0630\u0647 \u0627\u0644\u062a\u062c\u0631\u0628\u0629 \u0641\u0647\u0645\u0627\u064b \u0639\u0645\u064a\u0642\u0627\u064b \u0644\u0644\u0627\u062d\u062a\u064a\u0627\u062c\u0627\u062a \u0627\u0644\u0641\u0631\u064a\u062f\u0629\u060c \u0648\u062f\u064a\u0646\u0627\u0645\u064a\u0643\u064a\u0627\u062a \u0627\u0644\u0639\u0644\u0627\u0642\u0629 \u0627\u0644\u0645\u0639\u0642\u0651\u062f\u0629\u060c \u0648\u0627\u0644\u062a\u0631\u0643\u064a\u0632 \u0637\u0648\u064a\u0644 \u0627\u0644\u0623\u0645\u062f \u0627\u0644\u0630\u064a \u064a\u0645\u064a\u0651\u0632 \u0647\u0630\u0627 \u0627\u0644\u0646\u0648\u0639 \u0645\u0646 \u0627\u0644\u062a\u0639\u0627\u0645\u0644\u0627\u062a. \u0648\u064a\u0633\u062a\u0644\u0632\u0645 \u0630\u0644\u0643 \u062a\u0642\u062f\u064a\u0645 \u062a\u062c\u0627\u0631\u0628 \u0645\u064f\u062e\u0635\u0651\u0635\u0629 \u062a\u0644\u0627\u0626\u0645 \u0637\u0628\u064a\u0639\u0629 \u0648\u0645\u062a\u0637\u0644\u0628\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u064a\u0646 \u062a\u062d\u062f\u064a\u062f\u0627\u064b.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u064a\u0647\u062a\u0645 \u0639\u0645\u064a\u0644 B2B \u0628\u0639\u0648\u0627\u0645\u0644 \u0645\u062b\u0644 \u0627\u0644\u0627\u0639\u062a\u0645\u0627\u062f\u064a\u0629 \u0627\u0644\u0642\u0627\u0626\u0645\u0629 \u0639\u0644\u0649 \u0627\u0644\u062b\u0642\u0629\u060c \u0648\u0642\u0627\u0628\u0644\u064a\u0629 \u0627\u0644\u062a\u0648\u0633\u0651\u0639\u060c \u0648\u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u062d\u0633\u0627\u0628\u0627\u062a \u0627\u0644\u0645\u062e\u0635\u0635\u0629.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">43. \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0645\u0639 \u0627\u0644\u0623\u0641\u0631\u0627\u062f (B2C Customer Experience)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u062a\u062a\u0645\u062d\u0648\u0631 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0628\u064a\u0646 \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0648\u0627\u0644\u0645\u0633\u062a\u0647\u0644\u0643\u064a\u0646 (B2C) \u062d\u0648\u0644 \u0627\u0644\u062a\u0641\u0627\u0639\u0644\u0627\u062a \u0628\u064a\u0646 \u0627\u0644\u0645\u0624\u0633\u0633\u0627\u062a \u0648\u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0623\u0641\u0631\u0627\u062f. \u0648\u062a\u064f\u0639\u0646\u0649 \u0628\u062a\u0642\u062f\u064a\u0645 \u062a\u062c\u0627\u0631\u0628 \u0633\u0644\u0633\u0629\u060c \u0648\u0634\u062e\u0635\u064a\u0629\u060c \u0648\u0630\u0627\u062a \u0628\u064f\u0639\u062f \u0639\u0627\u0637\u0641\u064a \u0639\u0628\u0631 \u0642\u0646\u0648\u0627\u062a \u0645\u062a\u0639\u062f\u062f\u0629. \u062a\u0631\u0643\u0651\u0632 \u0647\u0630\u0647 \u0627\u0644\u062a\u062c\u0631\u0628\u0629 \u0639\u0627\u062f\u0629\u064b \u0639\u0644\u0649 \u0633\u0647\u0648\u0644\u0629 \u0627\u0644\u0627\u0633\u062a\u062e\u062f\u0627\u0645\u060c \u0648\u0627\u0644\u0627\u0631\u062a\u0628\u0627\u0637 \u0627\u0644\u0648\u062c\u062f\u0627\u0646\u064a\u060c \u0648\u0627\u0644\u0625\u0634\u0628\u0627\u0639 \u0627\u0644\u0641\u0648\u0631\u064a \u0644\u0627\u062d\u062a\u064a\u0627\u062c\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u064a\u0631\u0643\u0651\u0632 \u0639\u0645\u064a\u0644 B2C \u0639\u0644\u0649 \u0639\u0648\u0627\u0645\u0644 \u0645\u062b\u0644 \u0627\u0644\u0631\u0627\u062d\u0629\u060c \u0648\u0627\u0644\u0633\u0639\u0631\u060c \u0648\u0633\u0645\u0639\u0629 \u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">44. \u0627\u0644\u062a\u0641\u0627\u0639\u0644 \u0645\u0639 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Engagement)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u064a\u0634\u064a\u0631 \u0627\u0644\u062a\u0641\u0627\u0639\u0644 \u0645\u0639 \u0627\u0644\u0639\u0645\u064a\u0644 \u0625\u0644\u0649 \u0639\u0645\u0642 \u0627\u0644\u0639\u0644\u0627\u0642\u0629 \u0648\u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062a\u0648\u0627\u0635\u0644 \u0627\u0644\u0642\u0627\u0626\u0645 \u0628\u064a\u0646 \u0627\u0644\u0639\u0645\u064a\u0644 \u0648\u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629. \u0648\u064a\u062a\u0639\u0644\u0651\u0642 \u0627\u0644\u0623\u0645\u0631 \u0628\u062a\u062d\u0641\u064a\u0632 \u0627\u0644\u062a\u0648\u0627\u0635\u0644 \u0627\u0644\u0645\u0633\u062a\u0645\u0631\u060c \u0648\u062a\u0634\u062c\u064a\u0639 \u0627\u0644\u0645\u0634\u0627\u0631\u0643\u0629 \u0627\u0644\u0641\u0627\u0639\u0644\u0629\u060c \u0648\u062a\u0639\u0632\u064a\u0632 \u0627\u0644\u0648\u0644\u0627\u0621 \u0637\u0648\u064a\u0644 \u0627\u0644\u0623\u0645\u062f \u0645\u0646 \u062e\u0644\u0627\u0644 \u062a\u062c\u0627\u0631\u0628 \u062a\u0641\u0627\u0639\u0644\u064a\u0629 \u062a\u062a\u062c\u0627\u0648\u0632 \u0627\u0644\u0645\u0639\u0627\u0645\u0644\u0627\u062a \u0627\u0644\u0633\u0637\u062d\u064a\u0629.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0630\u064a\u0646 \u064a\u062a\u0641\u0627\u0639\u0644\u0648\u0646 \u0628\u0627\u0646\u062a\u0638\u0627\u0645 \u0645\u0639 \u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0639\u0644\u0649 \u0648\u0633\u0627\u0626\u0644 \u0627\u0644\u062a\u0648\u0627\u0635\u0644 \u0627\u0644\u0627\u062c\u062a\u0645\u0627\u0639\u064a\u060c \u0623\u0648 \u064a\u0634\u0627\u0631\u0643\u0648\u0646 \u0641\u064a \u0645\u062c\u062a\u0645\u0639\u0627\u062a\u0647\u0627\u060c \u0623\u0648 \u064a\u062d\u0636\u0631\u0648\u0646 \u0641\u0639\u0627\u0644\u064a\u0627\u062a\u0647\u0627\u060c \u064a\u064f\u0639\u062f\u0651\u0648\u0646 \u0645\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0630\u0648\u064a \u0627\u0644\u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0639\u0627\u0644\u064a.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">45. \u062a\u062d\u0644\u064a\u0644\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Experience Analytics &#8211; CXA)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u062a\u0631\u062a\u0643\u0632 \u062a\u062d\u0644\u064a\u0644\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0639\u0644\u0649 \u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0648\u0627\u0644\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0645\u0631\u062a\u0628\u0637\u0629 \u0628\u062a\u0641\u0627\u0639\u0644\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062a\u062c\u0627\u0631\u0628\u0647\u0645 \u0628\u0647\u062f\u0641 \u0627\u0633\u062a\u062e\u0644\u0627\u0635 \u0631\u0624\u0649 \u0642\u0627\u0628\u0644\u0629 \u0644\u0644\u062a\u0646\u0641\u064a\u0630 \u062a\u062f\u0639\u0645 \u0642\u0631\u0627\u0631\u0627\u062a \u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0629 \u0648\u062a\u062d\u0633\u0651\u0646 \u0627\u0644\u062a\u062c\u0631\u0628\u0629 \u0628\u0634\u0643\u0644 \u0645\u0633\u062a\u0645\u0631.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u064a\u0634\u0645\u0644 \u0630\u0644\u0643 \u062a\u0642\u0646\u064a\u0627\u062a \u062a\u062d\u0644\u064a\u0644\u064a\u0629 \u0645\u062a\u0646\u0648\u0639\u0629 \u062a\u0647\u062f\u0641 \u0625\u0644\u0649 \u0641\u0647\u0645 \u0633\u0644\u0648\u0643 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u0643\u0634\u0641 \u062a\u0641\u0636\u064a\u0644\u0627\u062a\u0647\u0645 \u0627\u0644\u062e\u0641\u064a\u0629\u060c \u0648\u0642\u064a\u0627\u0633 \u0645\u062f\u0649 \u0631\u0636\u0627\u0647\u0645 \u0627\u0644\u0639\u0627\u0645.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">46. \u0627\u0644\u0645\u062d\u062a\u0648\u0649 \u0627\u0644\u0630\u064a \u064a\u064f\u0646\u0634\u0626\u0647 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 Customer-Generated Content (CGC) \/ User-Generated Content (UGC)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u064a\u0634\u064a\u0631 \u0627\u0644\u0645\u062d\u062a\u0648\u0649 \u0627\u0644\u0630\u064a \u064a\u064f\u0646\u0634\u0626\u0647 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0625\u0644\u0649 \u0623\u064a \u0646\u0648\u0639 \u0645\u0646 \u0627\u0644\u0645\u062d\u062a\u0648\u0649 \u064a\u064f\u0646\u062a\u062c\u0647 \u0648\u064a\u0634\u0627\u0631\u0643\u0647 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u062d\u0648\u0644 \u0639\u0644\u0627\u0645\u0629 \u062a\u062c\u0627\u0631\u064a\u0629 \u0623\u0648 \u0645\u0646\u062a\u062c \u0623\u0648 \u062e\u062f\u0645\u0629\u060c \u0645\u062b\u0644 \u0627\u0644\u0645\u0631\u0627\u062c\u0639\u0627\u062a\u060c \u0648\u0627\u0644\u062a\u0642\u064a\u064a\u0645\u0627\u062a \u0648\u0627\u0644\u0622\u0631\u0627\u0621 \u0648\u0627\u0644\u0645\u0646\u0634\u0648\u0631\u0627\u062a \u0639\u0644\u0649 \u0648\u0633\u0627\u0626\u0644 \u0627\u0644\u062a\u0648\u0627\u0635\u0644 \u0627\u0644\u0627\u062c\u062a\u0645\u0627\u0639\u064a\u060c \u0648\u0645\u0642\u0627\u0637\u0639 \u0627\u0644\u0641\u064a\u062f\u064a\u0648.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0648\u064a\u064f\u0639\u062f\u0651 \u0647\u0630\u0627 \u0627\u0644\u0646\u0648\u0639 \u0645\u0646 \u0627\u0644\u0645\u062d\u062a\u0648\u0649 \u0634\u0643\u0644\u0627\u064b \u0642\u0648\u064a\u0627\u064b \u0645\u0646 \u0627\u0644\u0625\u062b\u0628\u0627\u062a \u0627\u0644\u0627\u062c\u062a\u0645\u0627\u0639\u064a (Social Proof) \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0624\u062b\u0631 \u0628\u0634\u0643\u0644 \u0643\u0628\u064a\u0631 \u0639\u0644\u0649 \u0622\u0631\u0627\u0621 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0622\u062e\u0631\u064a\u0646 \u0648\u0642\u0631\u0627\u0631\u0627\u062a\u0647\u0645 \u0627\u0644\u0634\u0631\u0627\u0626\u064a\u0629. \u0627\u0644\u0645\u0631\u0627\u062c\u0639\u0627\u062a \u0627\u0644\u0645\u0643\u062a\u0648\u0628\u0629 \u0639\u0644\u0649 \u0645\u0648\u0627\u0642\u0639 \u0627\u0644\u062a\u062c\u0627\u0631\u0629 \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a\u0629 \u062a\u064f\u0639\u062f\u0651 \u0645\u062b\u0627\u0644\u0627\u064b \u0648\u0627\u0636\u062d\u0627\u064b \u0639\u0644\u0649 \u0647\u0630\u0627 \u0627\u0644\u0646\u0648\u0639 \u0645\u0646 \u0627\u0644\u0645\u062d\u062a\u0648\u0649.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">47. \u0628\u0648\u062a\u0627\u062a \u0627\u0644\u0645\u062d\u0627\u062f\u062b\u0629 \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (Customer Service Chatbots)<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u0628\u0648\u062a\u0627\u062a \u0627\u0644\u0645\u062d\u0627\u062f\u062b\u0629 \u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0647\u064a \u0645\u0633\u0627\u0639\u062f\u064a\u0646 \u0627\u0641\u062a\u0631\u0627\u0636\u064a\u064a\u0646 \u0645\u062a\u0642\u062f\u0645\u064a\u0646 \u0645\u062f\u0639\u0648\u0645\u064a\u0646 \u0628\u0627\u0644\u0630\u0643\u0627\u0621 \u0627\u0644\u0627\u0635\u0637\u0646\u0627\u0639\u064a\u060c \u0645\u0635\u0645\u0651\u0645\u064a\u0646 \u0644\u0644\u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0641\u0648\u0631\u064a \u0645\u0639 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u062a\u0642\u062f\u064a\u0645 \u0627\u0644\u062f\u0639\u0645 \u0627\u0644\u0645\u0637\u0644\u0648\u0628.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0648\u0645\u0646 \u062e\u0644\u0627\u0644 \u062a\u0642\u0646\u064a\u0627\u062a \u0645\u0639\u0627\u0644\u062c\u0629 \u0627\u0644\u0644\u063a\u0629 \u0627\u0644\u0637\u0628\u064a\u0639\u064a\u0629 (NLP)\u060c \u062a\u0633\u062a\u0637\u064a\u0639 \u0647\u0630\u0647 \u0627\u0644\u0628\u0648\u062a\u0627\u062a \u0641\u0647\u0645 \u0627\u0633\u062a\u0641\u0633\u0627\u0631\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u062a\u0642\u062f\u064a\u0645 \u0625\u062c\u0627\u0628\u0627\u062a \u062a\u0644\u0642\u0627\u0626\u064a\u0629 \u0639\u0644\u0649 \u0627\u0644\u0623\u0633\u0626\u0644\u0629 \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u0629\u060c \u0628\u0644 \u0648\u062d\u062a\u0649 \u062a\u0648\u062c\u064a\u0647\u0647\u0645 \u0641\u064a \u062e\u0637\u0648\u0627\u062a \u0627\u0644\u062d\u0644 \u0627\u0644\u0623\u0648\u0644\u064a\u0629\u060c \u0645\u0627 \u064a\u064f\u062d\u0633\u0651\u0646 \u0627\u0644\u0643\u0641\u0627\u0621\u0629 \u0648\u064a\u0639\u0632\u0632 \u0633\u0647\u0648\u0644\u0629 \u0627\u0644\u0648\u0635\u0648\u0644 \u0644\u0644\u062e\u062f\u0645\u0629.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0644\u0627 \u0634\u0643\u0651 \u0641\u064a \u0623\u0646 \u0623\u063a\u0644\u0628 \u0645\u0635\u0637\u0644\u062d\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0644\u0647\u0627 \u0639\u0644\u0627\u0642\u0629 \u0628\u0637\u0631\u064a\u0642\u0629 \u0645\u0627 \u0628\u062e\u062f\u0645\u0627\u062a \u0627\u0644\u0630\u0643\u0627\u0621 \u0627\u0644\u0627\u0635\u0637\u0646\u0627\u0639\u064a\u060c \u0641\u0646\u062d\u0646 \u0641\u064a \u0639\u0635\u0631\u0647 \u0627\u0644\u064a\u0648\u0645!<\/span><\/p>\n<p><b>\u0627\u0642\u0631\u0623 \u0623\u064a\u0636\u0627\u064b: <\/b><a href=\"https:\/\/uxwritingar.com\/staging\/resources\/18452\" target=\"_blank\" rel=\"noopener\"><b>\u0646\u0635\u0627\u0626\u062d \u0644\u062a\u062d\u0633\u064a\u0646 \u0628\u0648\u062a \u0627\u0644\u0645\u062d\u0627\u062f\u062b\u0629 (ChatBot) \u0641\u064a \u0645\u0648\u0642\u0639\u0643 \u0648\u062a\u0637\u0628\u064a\u0642\u0643<\/b><\/a><\/p>\n<h3><strong><span style=\"font-size: 20px;\">48. \u0627\u0644\u062a\u0644\u0639\u064a\u0628 \u0641\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (Customer Service Gamification)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u064a\u0634\u064a\u0631 \u0627\u0644\u062a\u0644\u0639\u064a\u0628 \u0641\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0625\u0644\u0649 \u062a\u0648\u0638\u064a\u0641 \u0645\u0628\u0627\u062f\u0626 \u0627\u0644\u062a\u0635\u0645\u064a\u0645 \u0627\u0644\u062a\u0641\u0627\u0639\u0644\u064a \u0627\u0644\u062e\u0627\u0635\u0629 \u0628\u0627\u0644\u0623\u0644\u0639\u0627\u0628 (\u0645\u062b\u0644 \u062a\u062c\u0645\u064a\u0639 \u0627\u0644\u0646\u0642\u0627\u0637\u060c \u0648\u0627\u0644\u0634\u0627\u0631\u0627\u062a\u060c \u0648\u0642\u0648\u0627\u0626\u0645 \u0627\u0644\u0645\u062a\u0635\u062f\u0631\u064a\u0646\u060c \u0648\u0627\u0644\u062a\u062d\u062f\u064a\u0627\u062a\u060c \u0648\u0627\u0644\u0645\u0643\u0627\u0641\u0622\u062a) \u0644\u062a\u062d\u0633\u064a\u0646 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u0644 \u0641\u064a \u0645\u062c\u0627\u0644 \u0627\u0644\u062f\u0639\u0645 \u0627\u0644\u0641\u0646\u064a \u0645\u0646 \u062e\u0644\u0627\u0644 \u062c\u0639\u0644 \u062f\u0639\u0645 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0645\u062a\u0639\u0627\u064b \u0648\u0645\u062d\u0641\u0651\u0632\u0627\u064b.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0648\u064a\u0647\u062f\u0641 \u0627\u0644\u062a\u0644\u0639\u064a\u0628 \u0625\u0644\u0649 \u062a\u0639\u0632\u064a\u0632 \u0627\u0644\u0645\u0634\u0627\u0631\u0643\u0629\u060c \u0648\u062a\u062d\u0641\u064a\u0632 \u0645\u0648\u0638\u0641\u064a \u0627\u0644\u062f\u0639\u0645 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0644\u062a\u062d\u062f\u064a\u0627\u062a \u0648\u0627\u0644\u0645\u0643\u0627\u0641\u0622\u062a \u0648\u0627\u0644\u0623\u0645\u062b\u0644\u0629 \u0627\u0644\u062a\u064a \u0623\u0634\u0631\u0646\u0627 \u0625\u0644\u064a\u0647\u0627 \u0633\u0627\u0628\u0642\u0627\u064b\u060c \u0645\u0645\u0627 \u064a\u0633\u0647\u0645 \u0641\u064a \u0631\u0641\u0639 \u062c\u0648\u062f\u0629 \u0627\u0644\u0623\u062f\u0627\u0621 \u0648\u0627\u0644\u0627\u0631\u062a\u0642\u0627\u0621 \u0628\u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u0631\u0636\u0627 \u0627\u0644\u0639\u0627\u0645 \u0644\u0644\u0639\u0645\u0644\u0627\u0621.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">49. \u0645\u0624\u0634\u0631 \u0635\u0627\u0641\u064a \u0627\u0644\u062a\u0631\u0648\u064a\u062c \u0644\u0644\u0645\u0648\u0638\u0641\u064a\u0646 (Employee Net Promoter Score &#8211; ENPS)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u064a\u064f\u0639\u062f\u0651 \u0645\u0624\u0634\u0631 \u0635\u0627\u0641\u064a \u0627\u0644\u062a\u0631\u0648\u064a\u062c \u0644\u0644\u0645\u0648\u0638\u0641\u064a\u0646 \u0645\u0642\u064a\u0627\u0633\u0627\u064b \u062d\u064a\u0648\u064a\u0627\u064b \u0644\u0642\u064a\u0627\u0633 \u0645\u0633\u062a\u0648\u0649 \u0648\u0644\u0627\u0621 \u0627\u0644\u0645\u0648\u0638\u0641\u064a\u0646 \u0648\u0631\u0636\u0627\u0647\u0645 \u0627\u0644\u0639\u0627\u0645 \u0641\u064a \u0628\u064a\u0626\u0629 \u0627\u0644\u0639\u0645\u0644. \u0648\u064a\u0633\u062a\u0646\u062f \u0625\u0644\u0649 \u0633\u0624\u0627\u0644 \u0648\u0627\u062d\u062f \u0645\u062d\u0648\u0631\u064a \u064a\u0633\u0623\u0644\u0647 \u0627\u0644\u0645\u062f\u064a\u0631 \u0644\u0644\u0645\u0648\u0638\u0641: &#8220;\u0645\u0627 \u0645\u062f\u0649 \u0627\u062d\u062a\u0645\u0627\u0644\u064a\u0629 \u0623\u0646 \u062a\u0648\u0635\u064a \u0628\u0634\u0631\u0643\u062a\u0646\u0627 \u0643\u0645\u0643\u0627\u0646 \u0644\u0644\u0639\u0645\u0644\u061f&#8221;.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u064a\u064f\u062c\u064a\u0628 \u0627\u0644\u0645\u0648\u0638\u0641\u0648\u0646 \u0639\u0644\u0649 \u0645\u0642\u064a\u0627\u0633 \u0645\u0646 0 \u0625\u0644\u0649 10 \u0648\u064a\u064f\u0635\u0646\u0651\u0641\u0648\u0646 \u0641\u064a 3 \u062a\u0635\u0646\u064a\u0641\u0627\u062a: \u0625\u0645\u0627 \u0645\u0631\u0648\u0651\u062c\u064a\u0646\u060c \u0623\u0648 \u0645\u062a\u0631\u062f\u062f\u064a\u0646\u060c \u0623\u0648 \u0645\u0646\u062a\u0642\u062f\u064a\u0646.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u064a\u0648\u0641\u0651\u0631 \u0647\u0630\u0627 \u0627\u0644\u0645\u0624\u0634\u0631 \u0631\u0624\u0649 \u0645\u0647\u0645\u0629 \u062d\u0648\u0644 \u0645\u0639\u0646\u0648\u064a\u0627\u062a \u0627\u0644\u0645\u0648\u0638\u0641\u064a\u0646 \u0648\u064a\u0633\u0627\u0639\u062f \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0641\u064a \u062a\u062d\u062f\u064a\u062f \u0645\u062c\u0627\u0644\u0627\u062a \u0627\u0644\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0645\u0645\u0643\u0646\u0629. \u0625\u0630\u0646 \u064a\u062c\u0628 \u0639\u0644\u0649 \u0627\u0644\u0634\u0631\u0643\u0627\u062a \u0627\u0644\u0627\u0647\u062a\u0645\u0627\u0645 \u0628\u0647\u0630\u0627 \u0627\u0644\u0645\u0624\u0634\u0631 \u0644\u0623\u0646 \u0627\u0644\u0645\u0648\u0638\u0641\u064a\u0646 \u0627\u0644\u0633\u0639\u062f\u0627\u0621 \u063a\u0627\u0644\u0628\u0627\u064b \u0645\u0627 \u064a\u0635\u0646\u0639\u0648\u0646 \u0639\u0645\u0644\u0627\u0621 \u0633\u0639\u062f\u0627\u0621.\u00a0<\/span><\/p>\n<h3><strong><span style=\"font-size: 20px;\">50. \u0645\u0624\u0634\u0631 \u0635\u0627\u0641\u064a \u0627\u0644\u062a\u0631\u0648\u064a\u062c \u0627\u0644\u0645\u0639\u0627\u0645\u0644\u0627\u062a\u064a (Transactional Net Promoter Score &#8211; TNPS)\u00a0<\/span><\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">\u0645\u0624\u0634\u0631 \u0635\u0627\u0641\u064a \u0627\u0644\u062a\u0631\u0648\u064a\u062c \u0627\u0644\u0645\u0639\u0627\u0645\u0644\u0627\u062a\u064a \u0647\u0648 \u0646\u0648\u0639 \u0645\u062d\u062f\u062f \u0645\u0646 \u0645\u0624\u0634\u0631\u0627\u062a NPS\u060c \u064a\u064f\u0631\u0643\u0651\u0632 \u0639\u0644\u0649 \u0642\u064a\u0627\u0633 \u0648\u0644\u0627\u0621 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0631\u0636\u0627\u0647\u0645 \u0628\u0646\u0627\u0621\u064b \u0639\u0644\u0649 \u062a\u0641\u0627\u0639\u0644\u0627\u062a \u0623\u0648 \u0645\u0639\u0627\u0645\u0644\u0627\u062a \u0645\u062d\u062f\u0651\u062f\u0629 \u062d\u062f\u062b\u062a \u0645\u0624\u062e\u0631\u0627\u064b. \u0648\u0644\u0630\u0644\u0643 \u064a\u064f\u0642\u0627\u0633 \u0645\u0628\u0627\u0634\u0631\u0629\u064b \u0628\u0639\u062f \u062a\u0641\u0627\u0639\u0644 \u0623\u0648 \u0645\u0639\u0627\u0645\u0644\u0629 \u0645\u0639\u064a\u0646\u0629 \u0645\u0639 \u0627\u0644\u0639\u0645\u064a\u0644 (\u0645\u062b\u0644\u0627\u064b\u060c \u0628\u0639\u062f \u0645\u0643\u0627\u0644\u0645\u0629 \u062f\u0639\u0645\u060c \u0623\u0648 \u0628\u0639\u062f \u0639\u0645\u0644\u064a\u0629 \u0634\u0631\u0627\u0621 \u0639\u0628\u0631 \u0627\u0644\u0625\u0646\u062a\u0631\u0646\u062a).\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0648\u064a\u062a\u064a\u062d \u0630\u0644\u0643 \u0644\u0644\u0634\u0631\u0643\u0627\u062a \u062a\u0642\u064a\u064a\u0645 \u0627\u0644\u0631\u0636\u0627 \u0641\u064a \u0646\u0642\u0627\u0637 \u062a\u0645\u0627\u0633 \u0648\u062a\u0648\u0627\u0635\u0644 \u0645\u0639\u064a\u0651\u0646\u0629 \u0636\u0645\u0646 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644\u060c \u0648\u0628\u0627\u0644\u062a\u0627\u0644\u064a \u062a\u062d\u062f\u064a\u062f \u0627\u0644\u062c\u0648\u0627\u0646\u0628 \u0627\u0644\u062a\u064a \u062a\u062d\u062a\u0627\u062c \u0625\u0644\u0649 \u062a\u062d\u0633\u064a\u0646 \u0641\u0648\u0631\u064a.\u00a0<\/span><\/p>\n<p><b>\u0641\u064a \u062e\u062a\u0627\u0645 \u0647\u0630\u0627 \u0645\u0642\u0627\u0644 \u0645\u0635\u0637\u0644\u062d\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u0634\u0627\u0645\u0644 \u0647\u0630\u0627&#8230;<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0625\u0646\u0651 \u0641\u0647\u0645 \u0644\u063a\u0629 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0644\u0627 \u064a\u0642\u062a\u0635\u0631 \u0639\u0644\u0649 \u062d\u0641\u0638 \u0645\u0635\u0637\u0644\u062d\u0627\u062a\u0647\u0627\u060c \u0628\u0644 \u064a\u062a\u0639\u062f\u0627\u0647 \u0625\u0644\u0649 \u0627\u0633\u062a\u064a\u0639\u0627\u0628 \u0627\u0644\u0645\u0628\u0627\u062f\u0626 \u0627\u0644\u062c\u0648\u0647\u0631\u064a\u0629 \u0627\u0644\u062a\u064a \u062a\u0642\u0648\u062f \u0625\u0644\u0649 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0648\u0644\u0627\u0626\u0647\u0645\u060c \u0648\u0645\u0646 \u062b\u0645\u0651 \u062a\u062d\u0642\u064a\u0642 \u0627\u0644\u0646\u062c\u0627\u062d \u0627\u0644\u0645\u0624\u0633\u0633\u064a \u0637\u0648\u064a\u0644 \u0627\u0644\u0623\u0645\u062f.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0647\u0630\u0627 \u0627\u0644\u0645\u0642\u0627\u0644 \u0627\u0644\u0634\u0627\u0645\u0644\u060c \u0627\u0644\u0630\u064a \u064a\u0636\u0645\u0651 50 \u0645\u0635\u0637\u0644\u062d\u0627\u064b \u0623\u0633\u0627\u0633\u064a\u0627\u064b \u0641\u064a \u0639\u0627\u0644\u0645 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644\u060c \u064a\u064f\u0645\u062b\u0651\u0644 \u0645\u0631\u062c\u0639\u0627\u064b \u0642\u064a\u0651\u0645\u0627\u064b \u0648\u0628\u0648\u0635\u0644\u0629 \u062a\u0648\u062c\u0651\u0647\u0643 \u0641\u064a \u062e\u0636\u0645 \u0627\u0644\u062a\u062d\u0648\u0644\u0627\u062a \u0627\u0644\u0645\u0633\u062a\u0645\u0631\u0629 \u0627\u0644\u062a\u064a \u064a\u0634\u0647\u062f\u0647\u0627 \u0647\u0630\u0627 \u0627\u0644\u0645\u062c\u0627\u0644.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u0641\u0628\u0645\u062c\u0631\u062f \u062f\u0645\u062c\u0643 \u0627\u0644\u0648\u0627\u0639\u064a \u0644\u0647\u0630\u0647 \u0627\u0644\u0645\u0641\u0627\u0647\u064a\u0645 \u0641\u064a \u0642\u0627\u0645\u0648\u0633\u0643 \u0627\u0644\u0645\u0647\u0646\u064a\u060c \u0648\u0627\u0633\u062a\u062b\u0645\u0627\u0631\u0643 \u0627\u0644\u0639\u0645\u064a\u0642 \u0641\u064a \u0627\u0644\u0645\u0639\u0627\u0646\u064a \u0627\u0644\u062a\u064a \u062a\u0646\u0637\u0648\u064a \u0639\u0644\u064a\u0647\u0627\u060c \u0633\u062a\u0643\u0648\u0646 \u0639\u0644\u0649 \u0623\u062a\u0645 \u0627\u0644\u0627\u0633\u062a\u0639\u062f\u0627\u062f \u0644\u062a\u0635\u0645\u064a\u0645 \u062a\u062c\u0627\u0631\u0628 \u0627\u0633\u062a\u062b\u0646\u0627\u0626\u064a\u0629 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\u0627\u0644\u0639\u0645\u064a\u0644\u061f<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">\u062a\u0634\u064a\u0631 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (CX) \u0625\u0644\u0649 \u0643\u064a\u0641\u064a\u0629 \u062a\u0641\u0627\u0639\u0644 \u0627\u0644\u0634\u0631\u0643\u0629 \u0645\u0639 \u0639\u0645\u0644\u0627\u0626\u0647\u0627 \u0641\u064a \u0643\u0644 \u0645\u0631\u062d\u0644\u0629 \u0645\u0646 \u0645\u0631\u0627\u062d\u0644 \u0639\u0645\u0644\u064a\u0629 \u0627\u0644\u0634\u0631\u0627\u0621\u060c \u0628\u062f\u0621\u0627\u064b \u0645\u0646 \u0627\u0644\u062a\u0633\u0648\u064a\u0642 \u0648\u0645\u0631\u0648\u0631\u0627\u064b \u0628\u0627\u0644\u0645\u0628\u064a\u0639\u0627\u062a \u0648\u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621\u060c \u0648\u0635\u0648\u0644\u0627\u064b \u0625\u0644\u0649 \u0643\u0644 \u0645\u0627 \u064a\u062c\u0631\u064a \u0628\u064a\u0646\u0647\u0645\u0627 \u0645\u0646 \u062a\u0641\u0627\u0639\u0644\u0627\u062a.<\/span><\/p>\n<h3><span style=\"font-weight: 400; font-size: 20px;\">\u0645\u0627 \u0647\u064a \u0639\u0646\u0627\u0635\u0631 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u062c\u064a\u062f\u0629\u061f<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">\u0647\u0646\u0627\u0643 \u0623\u0631\u0628\u0639\u0629 \u0639\u0646\u0627\u0635\u0631 \u0631\u0626\u064a\u0633\u064a\u0629 \u0644\u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u062c\u064a\u062f\u0629:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0627\u0644\u062b\u0642\u0627\u0641\u0629 \u0627\u0644\u062a\u064a \u062a\u0631\u0643\u0632 \u0639\u0644\u0649 \u0627\u0644\u0639\u0645\u064a\u0644.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0646\u0642\u0627\u0637 \u062a\u0648\u0627\u0635\u0644 \u0645\u0635\u0645\u0645\u0629 \u062c\u064a\u062f\u0627\u064b.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u062c\u0648\u062f\u0629 \u062e\u062f\u0645\u0627\u062a \u062b\u0627\u0628\u062a\u0629.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-size: 8px;\"><b>\u0627\u0644\u0645\u0642\u0627\u0644_\u0645\u062a\u0631\u062c\u0645_\u0628\u062a\u0635\u0631\u0651\u0641_\u0645\u0646_\u0627\u0644\u0645\u0631\u062c\u0639: <\/b><a href=\"https:\/\/www.worknet.ai\/blog\/master-customer-experience-terms\" target=\"_blank\" rel=\"noopener\"><b>https:\/\/www.worknet.ai\/blog\/master-customer-experience-terms<\/b><\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u0641\u064a \u0639\u0627\u0644\u0645 \u0627\u0644\u0623\u0639\u0645\u0627\u0644 \u0627\u0644\u064a\u0648\u0645\u061b \u062d\u064a\u062b \u0623\u0635\u0628\u062d \u0627\u0644\u0639\u0645\u064a\u0644 \u0647\u0648 \u0627\u0644\u0639\u0646\u0635\u0631 \u0627\u0644\u0645\u062d\u0631\u0651\u0643 \u0648\u0627\u0644\u0645\u062a\u062d\u0643\u0651\u0645 \u0641\u064a \u0645\u0633\u0627\u0631 \u0627\u0644\u0633\u0648\u0642\u060c \u0644\u0645 \u064a\u0639\u064f\u062f \u0627\u0644\u0625\u0644\u0645\u0627\u0645 \u0628\u062a\u0641\u0627\u0635\u064a\u0644 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Experience &#8211; CX) \u0645\u062c\u0631\u062f \u0645\u064a\u0632\u0629 \u0625\u0636\u0627\u0641\u064a\u0629\u061b \u0628\u0644 \u0628\u0627\u062a \u0636\u0631\u0648\u0631\u0629 \u0627\u0633\u062a\u0631\u0627\u062a\u064a\u062c\u064a\u0629 \u0644\u0627 \u063a\u0646\u0649 \u0639\u0646\u0647\u0627 \u0644\u0643\u0644 \u0645\u0646 \u064a\u0633\u0639\u0649 \u0625\u0644\u0649 \u0627\u0644\u062a\u0645\u064a\u0651\u0632 \u0648\u0627\u0644\u0631\u064a\u0627\u062f\u0629 \u0641\u064a \u0633\u0627\u062d\u0629 \u0627\u0644\u062a\u0633\u0648\u064a\u0642 \u0648\u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u0639\u0644\u0627\u0645\u0627\u062a \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629. \u0644\u0630\u0627 \u0625\u0646\u0651 \u0641\u0647\u0645\u0643 \u0627\u0644\u0639\u0645\u064a\u0642 \u0644\u0645\u0635\u0637\u0644\u062d\u0627\u062a \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 CX \u0648\u0645\u0641\u0627\u0647\u064a\u0645\u0647\u0627 [&hellip;]<\/p>\n","protected":false},"author":389,"featured_media":39709,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_gspb_post_css":"","content-type":"","footnotes":""},"categories":[563],"tags":[379,764,949],"class_list":["post-39707","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-customer-experience","tag---cx","tag-949"],"acf":[],"_links":{"self":[{"href":"https:\/\/uxwritingar.com\/staging\/wp-json\/wp\/v2\/posts\/39707","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/uxwritingar.com\/staging\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/uxwritingar.com\/staging\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/uxwritingar.com\/staging\/wp-json\/wp\/v2\/users\/389"}],"replies":[{"embeddable":true,"href":"https:\/\/uxwritingar.com\/staging\/wp-json\/wp\/v2\/comments?post=39707"}],"version-history":[{"count":0,"href":"https:\/\/uxwritingar.com\/staging\/wp-json\/wp\/v2\/posts\/39707\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/uxwritingar.com\/staging\/wp-json\/wp\/v2\/media\/39709"}],"wp:attachment":[{"href":"https:\/\/uxwritingar.com\/staging\/wp-json\/wp\/v2\/media?parent=39707"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/uxwritingar.com\/staging\/wp-json\/wp\/v2\/categories?post=39707"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/uxwritingar.com\/staging\/wp-json\/wp\/v2\/tags?post=39707"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}