customer relationship management ppt free download

As the features developed, there were disappointed responses from Playstore reviews, social media, and research interviews who complained about the usability aspect of this application, thus triggering the desire for users to stop using the application. PROCESSE Processes are the way in which things are done by the company.BukuWarung has been known as a MSME’s bookkeeping application in Indonesia. Develop CRM Strategy Select IT solution Implement and use IT solution Design, selling, and process service Create & Maintain Customer database etc

PEOPLE People are the third supporting condition for successful CRM implementation. Slide 5 Customer Portofolio Analysis (CPA)

Developing the strategies, processes and structure that enable thecompany to meet customer requirements.Ĭhapter 2 A Model of Customer-centric culture *ĭATA & Information Technology Marketing is change How, What, Who, Why.

Acquiring and deploying resources (information, materials, people,technology) that create the products and services that satisfy customers.

Designing products and services that meet customers’ requirements better than competitors.

Measuring customer results: satisfaction, retention, future buyingintention, referral behaviours (word-of-mouth), share of wallet.

Obtaining and sharing customer knowledge across the company.

Understanding customers’ current and futurerequirements.

Breaks down the functional silo walls A pattern of shared values and beliefs that help individuals understandorganizational functioning and thus provide them with thenorms for behavior in the organization.Leadership and Culture Data and IT People Processes Cont. CRM didasarkan pd data pelanggan berkualitas dan dimungkinkan dg adanya teknologi informasiĬhapter 2 * Tools & Processes on the CRM Value ChainĬRM Value Chain The supporting condition of the CRM value chain. Introduction CRM CRM adalah strategis bisnis inti yg memadukan proses dan fungsi internal, jaringan eksternal utk menciptakan dan menyampaikan nilai kepada pelanggan untuk mendapatkan keuntungan. Manajemen Hubungan Pelanggan CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS & TOOLS FRANCIS BUTTLE Edin S.

Customer relationship management ppt free download