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Costumer ManagementRelationshipBernart Pardede (55115120072)Meidian Aji Fitra (55115120091)Wasis Adi Pertama (55115120065)

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APA ITU CRM?Costumer Relationsi! Mana"ement (CRM)meru!a#an sala satu sarana $an"

%er#elanjutan antara !erusaaan den"an!ara sta#eolders mau!un sareoldersn$a&

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Fo#us !emasaran $an" men"alami!eru%aan 1950'an %aran" #onsumen1960'an !asar industri 1970'an !emasaransoisal190'an jasa&

Peru%aan !aradi"ma dari transa*tionalmar#etin" menjadi relationsi! mar#etin"&

Menin"#atn$a #om!etisi dan tuntutan

!elan""an a#an !ela$anan $an" le%i %ai#

History CRM

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Konsep CRM

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CRM memili#i %e%era!a tujuandiantaran$a+

Menda!at#an #onsumen %aru Men"etaui #e%utuan #onsumen Mem!ertaan#an Pelan""an $an"

men"untun"#an

Men"em%an"#an Pelan""an $an"men"untun"#an

Meru%a !elan""an $an" %elum

men"untun"#an menjadimen untun #an&

Tujuan CRM

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1& Mem%an"un ,ata%ase !elan""an

2& Mem%uat !ro-l dari setia! !elan""an

.& Analisis Pro-ta%ilitas dari setia! !elan""an

/& ntera#si dari Pelan""an $an" targeted dancostumize

Aktivitas dari Konsep CRM

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Menurut d Peelen (200/) ada em!at !ilar dari CRM $aitu+

1& Pen"etauan Pelan""an' Men"etaui jenis'jenis !elan""an untu# men"em%an"#an

u%un"an jan"#a !anjan"&

2& trate"$ 3u%un"an

' ,i"una#an untu# men"em%an"#an u%un"an!elan""an

.& 4omuni#asi

' Memili#i in"#at #omuni#asi $an" %ai# den"an

!elan""an&/& Pro!osisi nilai individual

- Men"am%il inisiati untu# le%i men"enal satu!elan""an&

Pilar Customer RetalionshipManagement !CRM"

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ordon (2002) mem%a"i CRM menjadi /strate"i utama $a#ni+

1. Technology

2. People3. Process

4. Knowledge and Insight

#trategi CRM

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Cara men"u#ur #e!uasan !elan""an+

1& istem 4eluan dan aran

Ber!usat !ada !elan""an !ostumer-!entered"

2& ur8ei 4e!uasan Pelan""an

Mem!erole tan""a!an dan #eed$ac% se*ara lan"sun"dari !elan""an

.& &ysterious 'uest('host )hopping

Mem!er#erja#an %e%era!a oran" untu# %er!eranse%a"ai !elan""an atau !em%eli !otensial !rodu#

!erusaaan !esain"&/& *ost !ostumer +nalysis

,i!erole untu# mem!erole inormasi !en$e%a%terjadin$a !elan""an %erenti mem%eli !rodu#&

$oyalitas dan KepuasanPelanggan

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e%ua metode $an" di"una#an untu#men"u#ur u%un"an antara !erse!si#onsumen dan !rioritas !enin"#atan#ualitas !rodu# atau jasa ,uadrant

+nalysis" ntu# menam!il#an inormasi tentan"

a#tor'a#tor !ela$anan $an" menurut

#onsumen san"at mem!en"arui #e!uasandan lo$alitas& ,an a#tor'a#tor !ela$anan$an" menurut #onsumen !erlu di!er%ai#i&

IPA !Importan%e&Per'orman%eAnalysis"

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,ia"ram 4artesius

erdiri dari / #uadran $a#ni+

1& 4uadran (Prioritas tama)

2& 4uadran (Pertaan#an Prestasi).& 4uadran (Prioritas Renda)

/& 4uadran : (Berle%ian)

IPAs Treatment

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;, Po

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Analisis Pro(ta)ilitas Pelanggan

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Pada a!li#asi ter%uan"n$a #eatureatau#ele%ian'#ele%ian $an" dita

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#tudy Case

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