Customer Relationship Management
-
Upload
siintaellisa68 -
Category
Education
-
view
470 -
download
0
description
Transcript of Customer Relationship Management
![Page 1: Customer Relationship Management](https://reader036.fdocuments.us/reader036/viewer/2022082915/546dd131af7959e2148b74ac/html5/thumbnails/1.jpg)
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
![Page 2: Customer Relationship Management](https://reader036.fdocuments.us/reader036/viewer/2022082915/546dd131af7959e2148b74ac/html5/thumbnails/2.jpg)
Latar Belakang
Penerapan Teknologi
Informasi
![Page 3: Customer Relationship Management](https://reader036.fdocuments.us/reader036/viewer/2022082915/546dd131af7959e2148b74ac/html5/thumbnails/3.jpg)
Pengertian CRM
Customer Relationship Management
Arsitektur Customer Relationship Management
![Page 4: Customer Relationship Management](https://reader036.fdocuments.us/reader036/viewer/2022082915/546dd131af7959e2148b74ac/html5/thumbnails/4.jpg)
3 Kemampuan Utama CRM
Technology People ProcessSukses CRM = (orang + proses) Teknologi
![Page 5: Customer Relationship Management](https://reader036.fdocuments.us/reader036/viewer/2022082915/546dd131af7959e2148b74ac/html5/thumbnails/5.jpg)
3 Process CRM
CRM delivery processes CRM support processes CRM analysis processes
![Page 6: Customer Relationship Management](https://reader036.fdocuments.us/reader036/viewer/2022082915/546dd131af7959e2148b74ac/html5/thumbnails/6.jpg)
Teknologi Pendukung CRM
Costumer Database Costumer Intelligence Costumer Capacity and Competency Development
![Page 7: Customer Relationship Management](https://reader036.fdocuments.us/reader036/viewer/2022082915/546dd131af7959e2148b74ac/html5/thumbnails/7.jpg)
Empat Tujuan Utama CRM
Meningkatkan Efektifitas Sales Force
Untuk Meningkatkan Loyalitas Customer
Better Customer Support or Complaint Handling
Analisa Pelanggan
![Page 8: Customer Relationship Management](https://reader036.fdocuments.us/reader036/viewer/2022082915/546dd131af7959e2148b74ac/html5/thumbnails/8.jpg)
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.
![Page 9: Customer Relationship Management](https://reader036.fdocuments.us/reader036/viewer/2022082915/546dd131af7959e2148b74ac/html5/thumbnails/9.jpg)
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
![Page 10: Customer Relationship Management](https://reader036.fdocuments.us/reader036/viewer/2022082915/546dd131af7959e2148b74ac/html5/thumbnails/10.jpg)
![Page 11: Customer Relationship Management](https://reader036.fdocuments.us/reader036/viewer/2022082915/546dd131af7959e2148b74ac/html5/thumbnails/11.jpg)