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  • Pertemuan Ke 3 CRM

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    Owen T
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    1. The document discusses customer relationship management (CRM) and the typical functional silos that exist in organizations. It shows how CRM can break down these silos and facilitate better coordination across different business processes like marketing, sales, service, and supply chain. 2. Key components of CRM systems are discussed, including call center management, customer interaction centers, sales automation, marketing automation, and customer service/support applications. 3. The presentation covers e-customer relationship management (e-CRM) and the need for a single enterprise-wide view of the customer. It notes that e-CRM technology solutions tend to be more varied than e-supply chain technologies. Factors like customer criteria and preferred

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    Pertemuan ke 3 CRM

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    1. The document discusses customer relationship management (CRM) and the typical functional silos that exist in organizations. It shows how CRM can break down these silos and facilitate better coordination across different business processes like marketing, sales, service, and supply chain. 2. Key components of CRM systems are discussed, including call center management, customer interaction centers, sales automation, marketing automation, and customer service/support applications. 3. The presentation covers e-customer relationship management (e-CRM) and the need for a single enterprise-wide view of the customer. It notes that e-CRM technology solutions tend to be more varied than e-supply chain technologies. Factors like customer criteria and preferred

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    49 views35 pages

    Pertemuan Ke 3 CRM

    Uploaded by

    Owen T
    1. The document discusses customer relationship management (CRM) and the typical functional silos that exist in organizations. It shows how CRM can break down these silos and facilitate better coordination across different business processes like marketing, sales, service, and supply chain. 2. Key components of CRM systems are discussed, including call center management, customer interaction centers, sales automation, marketing automation, and customer service/support applications. 3. The presentation covers e-customer relationship management (e-CRM) and the need for a single enterprise-wide view of the customer. It notes that e-CRM technology solutions tend to be more varied than e-supply chain technologies. Factors like customer criteria and preferred

    Copyright:

    © All Rights Reserved
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    Download as pptx, pdf, or txt
    of 35

    PERTEMUAN KE 3

    CUSTOMER RELATIONSHIP
    MANAGEMENT (CRM)
    HARIYANTO, SE. MM.
    Supply Chain Management:
    Implementation
    TYPICAL
    FUNCTIONAL SILOS
    MARKETING R&D LOGISTICS PRODUCTION PURCHASING FINANCE
    BUSINESS
    PROCESSES
    CUSTO Account Requirement Requirements Manufacturing Sourcing Customer
    MER
    Management Definition Definition Strategy Profitability
    RELATIONSHIP
    MANAGEMENT
    Strategy
    Account Technical Performance Coordinated Priority Cost to
    CUSTO
    Administration Service Specifications Execution Assessment Serve
    MER SERVICE

    MANAGEMENT
    DEMAND Demand Process Capability Sourcing Tradeoff
    MANAGEMENT Requirements Forecasting
    Planning
    SUPPLIER

    CUSTOMER
    Planning Analysis
    ORDER Special Environmental Network Plant Selected Distribution
    FULFILLMENT Direct Supplier(s) Cost
    Orders Requirements Planning
    S

    MANUFACTURING
    FLOW Packaging Process Prioritization Production Integrated Manufacturing
    MANAGEMENT Specifications Criteria Planning Supply Cost
    Stability
    SUPPLIER
    Order Material Inbound Integrated Supplier Materials
    RELATIONSHIP
    MANAGEMENT Booking Specifications Flow Planning Management Cost

    PRODUCT
    Source: Lambert et al. (1998)

    DEVELOPMENT AND Business Product Movement Process Material R&D


    COMERCIALIZATION Plan Design Requirements Specifications Specification
    Cost
    RETURNS Product Product Reverse Re- Material Revenue
    MANAGEMENT Life Cycle Design Logistics Specification
    Manufacturing & Costs

    INFORMATION ARCHITECTURE, DATA BASE STRATEGY, INFORMATION VISIBILITY 2 21


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    CRM Components
    The following represent primary CRM components and systems.
    Staff Customer CRM may include:
    Call Center Management
    Customer Call Center Software
    Interaction Contact Management Software
    Customer Relationship Management
    Center Customer Interaction Center
    Customer Service
    Self-serve Channels Document Production
    E-Business
    Electronic Commerce
    Customer Sales Electronic Purchasing
    Executive Information System
    Field Service Management
    Help Desk Management
    Customer Marketing Marketing
    Mobile Computing
    Online Auctions
    Various Portals
    Customer Field Service Sales
    Systems Sales & Marketing Systems
    Sales Force Automation
    Supply Chain Automation
    Customer Service
    Telemarketing / Telesales
    Value Chain
    Voice Over IP
    Customer Analysis &
    Web Collaboration, Chat, Email
    Reporting
    E-Customer Relationship Management

    Provide A Single
    Enterprise-Wide
    View Of The
    Customer, . . .

    . . . this requires a
    comprehensive
    Customer Relationship
    Management Solution.
    e-Customer Relationship
    Management

    Berbeda dengan e-Supply Chain


    Management yang lebih mengandalkan
    teknologi standard dan monoton, di dalam
    e-Customer Relationship Management
    teknologi yang dipergunakan lebih
    beragam dan bervariasi.
    e-Customer Relationship
    Management

    Aspek-aspek pemilihan teknologi yang harus


    diperhatikan sehubungan dengan proses
    membangun relasi dengan pelanggan adalah
    sebagai berikut:

     kriteria pelanggan dapat bervariasi,


     tempat yang diinginkan,
     jenis peralatan ingin dapat mereka
    pergunakan untuk dapat melakukan
    hubungan dengan perusahaan.
    Prinsip Dasar Dalam Implementasi e-Customer
    Relationship Management

     Kebutuhan pelanggan
     Informasi sebagai aset berharga
     Membangun hub. one-to-one dengan
    pelanggan
     Manajemen yang tidak membingungkan
    konsumen
     Rekaman transaksi yang menunjang
    peningkatan volume perdagangan
     BIsa menjangkau konsumen dimana saja
    dan kapan saja
    THANK YOU

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