Customer Relationship Management

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KELOMPOK 6 CECILIA ANDRE (1501193315) KENT ARDY SUTJIADI (1501159233) MARCHSUN TJAHYADI (1501144881) SINTA ELISA (1501145442) VINA STEVANI (1501178421) YENNIE ROSSIA (1501178402) Customer Relationship Management

Transcript of Customer Relationship Management

Page 1: Customer Relationship Management

KELOMPOK 6

CECIL IA ANDRE (1501193315)KENT ARDY SUTJ IADI (1501159233)MARCHSUN T JAHYADI (1501144881)

S INTA EL ISA (1501145442)VINA STEVANI (1501178421)

YENNIE ROSSIA (1501178402)

Customer Relationship Management

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Latar Belakang

Penerapan Teknologi

Informasi

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Pengertian CRM

Customer Relationship Management

Arsitektur Customer Relationship Management

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3 Kemampuan Utama CRM

Technology People ProcessSukses CRM = (orang + proses) Teknologi

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3 Process CRM

CRM delivery processes CRM support processes CRM analysis processes

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Teknologi Pendukung CRM

Costumer Database Costumer Intelligence Costumer Capacity and Competency Development

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Empat Tujuan Utama CRM

Meningkatkan Efektifitas Sales Force

Untuk Meningkatkan Loyalitas Customer

Better customer Support or Complaint Handling

Analisa Pelanggan

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Fungsi CRM

Mengidentifikasi faktor-faktor yang penting bagi pelanggan. Customer-oriented (Customer centric) Pengukuran berdasarkan sudut pandang pelanggan Menyediakan dukungan pelanggan yang sempurna Menangani keluhan pelanggan Mencatat semua aspek dalam penjualan Membuat informasi holistik tentang informasi layanan dan

penjualan dari pelanggan.

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Manfaat CRM

Jumlah konsumen bertambahMengetahui tingkat kepemilikan perusahaan pada

konsumenMengetahui kebutuhan konsumen pada masa yang

akan datangMengetahui ketidaknormalan pada setiap aktivitas

transaksiMengetahui perbaiakn yang harus dilakukan pada

service yang diberikan kepada konsuman.Mampu menganalisa pola data transaksi

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Customer Relationship Management & Building Relationship

Customer Relationship Management & Building Relationship

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CHAPTER 12 Customer Relationship Management. 1.Defining Customer Relationship Management 2.Operational Customer Relationship Management Systems 3.Analytical.

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Customer Relationship Management

Customer Relationship Management

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