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Understanding What Is CRM?-Effective TRAINING

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Kanaidi ken
Kanaidi ken

Effective CRM Training

EmpresarialesTecnología
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“ Understanding The CRM ” EFFECTIVE CUSTOMER RELATIONSHIP MANAGEMENT Training Bandung, 15-17 Desember 2009 By : Kanaidi, SE., M.Si [email_address]
What is CRM ? ,[object Object],[object Object],[object Object],Ω Problem Statement Ω Mapping Ω Strategic Direction ►►► Conclusion
CRM (Customer Relationship Management) ,[object Object],[object Object],[object Object],[object Object]
CRM ,[object Object],[object Object]
CRM ,[object Object]
CRM (Customer Relationship Management) ,[object Object],[object Object]
Pentingnya CRM & Pengguna CRM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Prinsip Dasar CRM ,[object Object],[object Object],[object Object],[object Object],[object Object],Ω Problem Statement Ω Mapping Ω Strategic Direction ►►► Conclusion
Bagaimana membuat CRM berhasil ? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Manfaat CRM : ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CRM Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Ω Problem Statement Ω Mapping Ω Strategic Direction ►►► Conclusion
Areas of CRM Activity ,[object Object],[object Object],[object Object],[object Object],[object Object],Ω Problem Statement Ω Mapping Ω Strategic Direction ►►► Conclusion
Areas of CRM Activity: Sales Force Automation ,[object Object],[object Object]
Areas of CRM Activity: Customer Service and Support (CSS) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Areas of CRM Activity: Help Desk ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Areas of CRM Activity: Field Service CRM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Implementasi CRM ,[object Object],[object Object],[object Object],Untuk mengimplementasikan sebuah srategi CRM, diperlukan setidaknya 3 faktor kunci , yaitu : Ω Problem Statement Ω Mapping Ω Strategic Direction ►►► Conclusion
Tiga Pilar CRM Sumber : Goldenbery , B., 2002, Successful CRM : Getting The People , Process and Technology Anton , Jon, 2002, CRM : The Bottom Line To Optimizing Your ROI . People Process Te ch nology CRM
CRM Programs Can Potentially Improve Sumber : Payne, A., 2005, Hand Book of CRM : Achieving Excellence in Customer Management , Oxfore : Buterworth-Heinemann. Sales System Marketing System Customer Service System Collaborative CRM Data wereho use Data Mining Back Office – Analytical CRM Front Office – Operational CRM
CRM Programs Can Potentially Improve ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Implementasi CRM, setidaknya harus memiliki elemen-elemen berikut : ,[object Object],[object Object],[object Object]
[object Object],[object Object],Implementasi CRM, setidaknya harus memiliki elemen-elemen berikut :
Kendala yang muncul setelah penerapan CRM : ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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Understanding What Is CRM?-Effective TRAINING

  • 1. “ Understanding The CRM ” EFFECTIVE CUSTOMER RELATIONSHIP MANAGEMENT Training Bandung, 15-17 Desember 2009 By : Kanaidi, SE., M.Si [email_address]
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  • 18. Tiga Pilar CRM Sumber : Goldenbery , B., 2002, Successful CRM : Getting The People , Process and Technology Anton , Jon, 2002, CRM : The Bottom Line To Optimizing Your ROI . People Process Te ch nology CRM
  • 19. CRM Programs Can Potentially Improve Sumber : Payne, A., 2005, Hand Book of CRM : Achieving Excellence in Customer Management , Oxfore : Buterworth-Heinemann. Sales System Marketing System Customer Service System Collaborative CRM Data wereho use Data Mining Back Office – Analytical CRM Front Office – Operational CRM
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