| customer relationship management adalah: Customer Relationship Management Michael Pearce, 2021-03-08 CRM first entered the business vocabulary in the early 90’s; initially as a systems driven technical solution. It has since escalated in importance as system providers increased their market penetration of the business market and, in parallel, CRM’s strategic importance gained more traction as it was recognized that CRM was, at its heart, a business model in the pursuit of sustainable profit. This was accentuated by the academic community stepping up their interest in the subject in the early 2000’s. Today, it is a universal business topic which has been re-engineered by the online shopping revolution in which the customer is firmly placed at the center of the business. The current reality, however, is that, for the vast majority of businesses, CRM has not been adopted as a business philosophy and practicing business model. It has not been fully understood and therefore fully embraced and properly implemented. The author addresses this head-on by stripping CRM down into its component parts by delving into and explaining the role and relevance of the C, R, and M in CRM. This is a practical guide but set within a strategic framework. The outage is clear actionable insights and how to convert them into delivery. It is written in an easily digestible, non-jargon style, with case studies to demonstrate how CRM works. This book can be immediately used as the primary practical reference to guide the development and implementation of a CRM strategy. |
| customer relationship management adalah: Customer Relationship Management V. Kumar, Werner Reinartz, 2012-04-30 Customer relationship management (CRM) as a strategy and as a technology has gone through an amazing evolutionary journey. The initial technological approach was followed by many disappointing initiatives only to see the maturing of the underlying concepts and applications in recent years. Today, CRM represents a strategy, a set of tactics, and a technology that have become indispensible in the modern economy. This book presents an extensive treatment of the strategic and tactical aspects of customer relationship management as we know it today. It stresses developing an understanding of economic customer value as the guiding concept for marketing decisions. The goal of the book is to serve as a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. |
| customer relationship management adalah: Customer Relationship Management V. Kumar, Werner Reinartz, 2018-05-15 This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain. |
| customer relationship management adalah: Customer Relationship Management Srivastava Mallika, With the aim of developing a successful CRM program this book begins with defining CRM and describing the elements of total customer experience, focusing on the front-end organizations that directly touch the customer. The book further discusses dynamics in CRM in services, business market, human resource and rural market. It also discusses the technology aspects of CRM like data mining, technological tools and most importantly social CRM. The book can serve as a guide for deploying CRM in an organization stating the critical success factors. KEY FEATURES • Basic concepts of CRM and environmental changes that lead to CRM adoption • Technological advancements that have served as catalyst for managing relationships • Customer strategy as a necessary and important element for managing every successful organization • CRM is not about developing a friendly relationship with the customers but involves developing strategies for retention, and using them for achieving very high levels of customer satisfaction • The concept of customer loyalty management as an important business strategy • The role of CRM in business market • The importance of people factor for the organization from the customer's perspective • Central role of customer related databases to successfully deliver CRM objectives • Data, people, infrastructure, and budget are the four main areas that support the desired CRM strategy |
| customer relationship management adalah: Customer Relationship Management: A Step H. Peeru Mohamed, 2003-01-01 This book succinctly explains the cardinal principles of effective customer relationship management (CRM) acquiring, retaining and expanding customer base. The concepts, process, techniques, significance and architectural aspects of CRM are dealt in comprehensive manner. The book would serve as a useful source of reference for designing, developing and implementing CRM in any organization. |
| customer relationship management adalah: Customer Relationship Management Francis Buttle, 2009 This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims. |
| customer relationship management adalah: Statistical Methods in Customer Relationship Management V. Kumar, J. Andrew Petersen, 2012-07-26 Statistical Methods in Customer Relationship Management focuses on the quantitative and modeling aspects of customer management strategies that lead to future firm profitability, with emphasis on developing an understanding of Customer Relationship Management (CRM) models as the guiding concept for profitable customer management. To understand and explore the functioning of CRM models, this book traces the management strategies throughout a customer’s tenure with a firm. Furthermore, the book explores in detail CRM models for customer acquisition, customer retention, customer acquisition and retention, customer churn, and customer win back. Statistical Methods in Customer Relationship Management: Provides an overview of a CRM system, introducing key concepts and metrics needed to understand and implement these models. Focuses on five CRM models: customer acquisition, customer retention, customer churn, and customer win back with supporting case studies. Explores each model in detail, from investigating the need for CRM models to looking at the future of the models. Presents models and concepts that span across the introductory, advanced, and specialist levels. Academics and practitioners involved in the area of CRM as well as instructors of applied statistics and quantitative marketing courses will benefit from this book. |
| customer relationship management adalah: Secrets of Customer Relationship Management James G. Barnes, 2001 When executives hear the term customer relationship management (CRM), they often break out in a cold sweat amid visions of six- or seven-figure implementations of staggeringly complex systems. But have no fear, you won't stumble over such looming obstacles in James G. Barnes's book. Rather he chooses an old-fashioned approach to CRM: actually building relationships with your customers. Barnes provides a variety of techniques to accomplish this basic task. Some of his suggestions are fresh and inspired, while others will sound pretty familiar to anyone in business. Either way, he documents them with his own thorough research and insightful accounts from other writers. Some readers will miss the nuts-and-bolts technical analysis that has come to define the modern concept of CRM, but getAbstract recommends this book to executives, marketing professionals and customer service managers who want to get back to traditional business values. |
| customer relationship management adalah: Social Customer Relationship Management Rainer Alt, Olaf Reinhold, 2019-08-29 Social media has received considerable attention, and many potential benefits, as well as concerns, are now being discussed. This book explores how social media can successfully support business processes in marketing, sales and service in the context of customer relationship management (CRM). It presents the fundamentals of Social CRM and shows how small and large companies alike have implemented it. In turn, the book presents analytic and operational software tools that offer features for enhancing and streamlining interactions with customers. The book concludes with an overview of essential design areas that businesses need to bear in mind when introducing social media into their CRM strategies. In this regard, it also points out key success factors, limitations, and data protection aspects. |
| customer relationship management adalah: Customer Relationship Management Gerhard Raab, Riad A. Ajami, G. Jason Goddard, 2016-05-13 Customer Relationship Management is the first book to explore the benefits to the firm of a globally integrated approach to the management philosophy of Customer Relationship Management (CRM). The best hope for achieving a sustainable competitive advantage in a global marketplace is by means of better understanding which customers are in the best position to experience long-term, profitable relationships for the globally oriented firm. This book offers both an academic and a practical viewpoint of the importance of CRM in a global framework. It integrates the topics of knowledge management, total quality management, and relationship marketing with the goal of explaining the benefits of CRM for internationally active firms. The authors have included six case studies which allow the reader to undertake the role of CRM consultant in a 'learning by doing' approach. The book should be required reading for all business executives who desire a customer-oriented approach to success, and for all students of business who desire to gain insight into a relationship management approach which will become ever-more important in the years ahead. |
| customer relationship management adalah: Customer Relationship Management Francis Buttle, 2008-10-23 This definitive textbook explains what CRM is, the benefits it delivers, the contexts in which it is used, how it can be implemented and how CRM technologies can be deployed to support customer management strategies and objectives. It also looks comprehensively at how CRM can be used throughout the customer life-cycle stages of customer acquisition, retention and development and how the management disciplines- marketing, sales, IT, change management, human resource, customer service, accounting, and strategic management are implicated in this. This completely revised edition also includes: · A Tutor Resource pack available to instructors who adopt this text · Case examples illustrating CRM in practice · Screenshots of CRM software applications and reviews of technology applications deployed in marketing, sales and customer service Student readers will enjoy the logical structure, easy accessibility and case illustrations. Managers will appreciate the book's freedom from CRM vendor and consultant bias and the independent guidance it provides to those involved in CRM programs and system implementations. This second edition has been completely revised and updated with eight new chapters. |
| customer relationship management adalah: Customer Relationship Management Kristin L. Anderson, Carol J. Kerr, 2001-09-22 This reader-friendly series is must read for all levels of managers All managers, whether brand-new to their positions or well established in the corporate hierarchy, can use a little brushing-up now and then. The skills-based Briefcase Books Series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their corporations. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one of today's hottest topics. Customer Relationship Management supplies easy-to-apply solutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective, and how to create and manage both short- and long-term relationships. |
| customer relationship management adalah: Customer Relationship Management Federico Rajola, 2013-03-19 Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of knowledge in management information systems, there is still a lack of knowledge on the right way to apply customer relationship management (CRM) systems under a business perspective. Most of the companies are still having problems in evaluating how CRM can meet with the expected results. The level of complexity is perceived both under a technological and organizational point of view. A complete innovation process and heavy change management initiatives should be ensured in order to have effective and successful systems. This book offers a solid theoretical and practical perspective on how to face CRM projects, describing the most appropriate technologies and organizational issues that have to be considered. Some explaining cases have been included as well. |
| customer relationship management adalah: Customer Relationship Management Judith W. Kincaid, 2003 An ETHS graduate of 1962 provides a blueprint for customer relationship management in business and technical organizations. |
| customer relationship management adalah: Customer Relationship Management R. Shanthi, 2019-06-05 CUSTOMER RELATIONSHIP MANAGEMENTOPERATIONAL CRMANALYTICAL CRMCOLLABORATIVE CRMRELATIONSHIP MANAGEMENTTHE CRM MODELSELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM)CRM IMPLEMENTATIONAPPLICATIONS OF CRM IN HEALTH SECTORFINANCIAL SYSTEM OVERVIEWAPPLICATIONS OF CRM IN THE MANUFACTURING SECTORAPPLICATION OF CRM IN RETAIL SECTORAPPLICATION OF CRM INTELECOM SECTORFUTURE OF CRMConclusionReferenceIndex |
| customer relationship management adalah: Customer Relationship Management Francis Buttle, 2004 Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the r. |
| customer relationship management adalah: Customer Relationship Management Lakshman Jha, 2008 A managers, whether brand-new to their postions or well established in the corporate hirearchy, can use a little brushing-up now and then. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one today's hottest topics. Customer relationships management: A strategic approach supplies easy-to-apply sloutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective and how to create and manage both short-and long -term relationships.This book acquaints student focuses on the strategic side of customer relationship management.The text provides students with and understanding of customer relationship management and its applications in the business fields of marketing and sales. |
| customer relationship management adalah: Collaborative Customer Relationship Management Alexander H. Kracklauer, D. Quinn Mills, Dirk Seifert, 2012-11-07 Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and retain a competitive advantage via customer intimacy and CRM. This book presents a new strategic framework that has been tested successfully with various global companies. New management concepts such as Collaborative Forecasting and Replenishment, CRM, Category Management, and Mass Customization are integrated into one holistic approach. Experts from companies like McKinsey and Procter&Gamble, as well as authors from renowned academic institutions, offer valuable insights on how to redesign organizations for the future. |
| customer relationship management adalah: Performance Driven CRM Stanley A. Brown, Moosha Gulycz, 2002-03-22 How to tell if-and how much-CRM is working in your firm Enthusiastically adopted by many firms as the way of the future, Customer Relationship Management is now facing its toughest challenge yet: the company evaluation. Measuring what gains CRM has made for your company, if any, is sound business. And Performance-Driven CRM lets you determine how sound your investment in CRM has been, with practical tools for measuring and monitoring CRM initiatives and its impact on operations and the bottom line. Fully equipped with questionnaires, assessment tools, exercises, and action plans, the book also contains case studies and best practice examples from PricewaterhouseCoopers's global CRM practice, including FedEx, NEC, and Sears. With tips on e-business applications, the book describes how to use Web tools in research and what to measure in an Internet environment. This is an ideal resource for measuring-and maximizing-the return on your firm's CRM investment. |
| customer relationship management adalah: Customer Relationship Management SCN Education, 2013-11-11 This HOTT Guide defines CRM from different points of view: sales, marketing, customer support and technology. By presenting white papers on the technology, business cases, reports sharing the major trends occurring in the CRM marketplace, interviews with experts in the CRM-field, and a special chapter dedicated to the implementation of CRM in callcenters, the reader will have the most complete file on CRM possible at his disposition. |
| customer relationship management adalah: Customer Relationship Management Francis Buttle, Stan Maklan, 2015-02-11 Customer Relationship Management Third Edition is a much-anticipated update of a bestselling textbook, including substantial revisions to bring its coverage up to date with the very latest in CRM practice. The book introduces the concept of CRM, explains its benefits, how and why it can be used, the technologies that are deployed, and how to implement it, providing you with a guide to every aspect of CRM in your business or your studies. Both theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more. Buttle and Maklan, clearly and without jargon, explain how CRM can be used throughout the customer life cycle stages of customer acquisition, retention and development. The book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice. NEW TO THIS EDITION: Updated instructor support materials online Full colour interior Brand new international case illustrations from many industry settings Substantial revisions throughout, including new content on: Social media and social CRM Big data and unstructured data Recent advances in analytical CRM including next best action solutions Marketing, sales and service automation Customer self-service technologies Making the business case and realising the benefits of investment in CRM Ideal as a core textbook by students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is also essential to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management. |
| customer relationship management adalah: CRM Jeffrey Peel, 2002-07-03 In CRM, Jeffrey Peel defines Customer Relationship Management in a radical new way by putting communications at the center. In the past, CRM was mostly about the technology, not about the customer. In this book, Peel talks about a new ethos that is beginning to fundamentally change the way organizations do business. At a technology level, CRM is increasingly about conjoined best-of-breed applications delivered via portal technologies. At a business level, it is beginning to invade traditional territories occupied by brand management or customer support. Peel shows companies how to make the shift to the new paradigm.·Defines the nature of new CRM niche solutions·Provides entirely new types of functionality that mesh seamlessly·Describes solutions focused solely on the needs of the customer |
| customer relationship management adalah: Social Customer Relationship Management (Social-CRM) in the Era of Web 4.0 Ammari, Nedra Bahri, 2022-06-24 The advent of Web 2.0 has led to a rebalancing of power between the customer and the company through the consumer's voice about the brand and referral behavior via electronic word of mouth. Customer opinions within the virtual brand communities can have a vast impact on a company’s sales and image. It is crucial for companies to promote and use customer contributions in order to enhance their brand image, retain customers, and develop their marketing strategy. Social Customer Relationship Management (Social-CRM) in the Era of Web 4.0 provides relevant theoretical frameworks and the latest results of empirical research on the strategic role of marketing 2.0, digital customer experience, and social customer relationship management on social networks. Covering a range of topics such as disruptive marketing, artificial intelligence, and customer behavior, this reference work is ideal for marketers, IT practitioners, CRM specialists, industry professionals, researchers, scholars, practitioners, academicians, instructors, and students. |
| customer relationship management adalah: Customer Relationship Management Stanley A. Brown, 2000-04-27 Maximize customer satisfaction and maximize your bottom line Over the last decade, too many organizations have assumed that their products or services were so superior that customers would automatically keep coming back for more. But in order to compete effectively in today's marketplace, organizations must change their strategy to become more customer focused, not product focused. Customer Relationship Management (CRM) is the best way to integrate this customer-facing approach throughout an organization. Aimed at understanding and anticipating the needs of an organization's current and potential customers, this innovative book shows how CRM links people, process, and technology to optimize an enterprise's revenue and profits by first providing maximum customer satisfaction. * Covers developing a market-oriented strategy, innovation in products and services, sales and channels transformation, customer relationship marketing, and customer care Stanley A. Brown (Toronto, Canada) is Partner in Charge of the Centre of Excellence in Customer Care at PricewaterhouseCoopers in Toronto. |
| customer relationship management adalah: Customer Relationship Management Roger J. Baran, Robert J. Galka, 2016-12-08 This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management. |
| customer relationship management adalah: Artificial Intelligence for Customer Relationship Management Boris Galitsky, 2021-01-08 This research monograph brings AI to the field of Customer Relationship Management (CRM) to make a customer experience with a product or service smart and enjoyable. AI is here to help customers to get a refund for a canceled flight, unfreeze a banking account or get a health test result. Today, CRM has evolved from storing and analyzing customers’ data to predicting and understanding their behavior by putting a CRM system in a customers’ shoes. Hence advanced reasoning with learning from small data, about customers’ attitudes, introspection, reading between the lines of customer communication and explainability need to come into play. Artificial Intelligence for Customer Relationship Management leverages a number of Natural Language Processing (NLP), Machine Learning (ML), simulation and reasoning techniques to enable CRM with intelligence. An effective and robust CRM needs to be able to chat with customers, providing desired information, completing their transactions and resolving their problems. It introduces a systematic means of ascertaining a customers’ frame of mind, their intents and attitudes to determine when to provide a thorough answer, a recommendation, an explanation, a proper argument, timely advice and promotion or compensation. The author employs a spectrum of ML methods, from deterministic to statistical to deep, to predict customer behavior and anticipate possible complaints, assuring customer retention efficiently. Providing a forum for the exchange of ideas in AI, this book provides a concise yet comprehensive coverage of methodologies, tools, issues, applications, and future trends for professionals, managers, and researchers in the CRM field together with AI and IT professionals. |
| customer relationship management adalah: Customer Relationship Management Jon Anton, Natalie L. Petouhoff, 2002 This work recommends initiatives for improving customer service and managing change, describing methodologies geared toward building relationships through customer-perceived value instruments, monitoring customer relationship indices, and changing the corporate culture and the way people work. Anton is director of benchmark research at Purdue University's Center for Customer-Driven Quality. Petouhoff works in the private sector. Annotation copyrighted by Book News, Inc., Portland, OR. |
| customer relationship management adalah: Customer Relationship Management Graham Roberts-Phelps, 2001 Every customer is an individual with a choice. The role of Customer Relationship Management (CRM) is to ensure that each first-time buyer becomes an ongoing client, and every client a self-perpetuating advocate of your business. This book explains the elements of CRM and how to establish an integrated customer relationship-oriented approach in your organisation. How, in a word, to become a business where every customer's need is not just provided for but anticipated. |
| customer relationship management adalah: Customer Relationship Management Kaj Storbacka, Jarmo Lehtinen, 2001 To develop the long-term relationships necessary to survive the intense global competition of the modern era, businesses must strive to meet customers needs as never before. This book is a result of an extensive research project that studied new ideas in marketing, and how these strategies are being applied throughout the US and Europe. The case studies provided demonstrate the ability of effective CRM programmes to refine customer relationships and increase their value. |
| customer relationship management adalah: Loyalty.com Frederick Newell, 2002 Packed with case studies and real-world examples, loyalty.com reveals what the latest technology shifts mean to marketers in every field and outlines the fundamentals needed to build customer loyalty that will last. |
| customer relationship management adalah: Customer Relationship Management Jagdish N. Sheth, 2001 Papers presented at an international conference. |
| customer relationship management adalah: Customer Relationship Management in the Financial Industry Federico Rajola, 2014-07-08 An integrated view of IT and business processes through extended IT governance allows financial institutions to innovate operations which improve business and organizational performance. However, financial institutions still face challenges with CRM systems in delivering expected results due to lack of complete business integration. Increased exchange of knowledge between customers and the amount of such data available is steadily becoming a challenge for companies, especially in extending internal systems to global information systems with the purpose to collect and update data on a global scale. In this book, Prof. Rajola analyses different aspects of CRM systems taking both an organizational and a technological perspective. He adopts a theoretical framework to unpack issues associated with the need for companies to integrate operations and business processes. The emphasis is then drawn to development of effective CRM (and CRM 2.0) initiatives by making use of illustrative case studies of successful CRM systems implementation in the financial industry. The framework adopted in this book can be used by both scholars and managers to evaluate the interdependencies between operations, business processes, and CRM systems. . |
| customer relationship management adalah: Artificial Intelligence for Customer Relationship Management Boris Galitsky, 2020-12-23 The second volume of this research monograph describes a number of applications of Artificial Intelligence in the field of Customer Relationship Management with the focus of solving customer problems. We design a system that tries to understand the customer complaint, his mood, and what can be done to resolve an issue with the product or service. To solve a customer problem efficiently, we maintain a dialogue with the customer so that the problem can be clarified and multiple ways to fix it can be sought. We introduce dialogue management based on discourse analysis: a systematic linguistic way to handle the thought process of the author of the content to be delivered. We analyze user sentiments and personal traits to tailor dialogue management to individual customers. We also design a number of dialogue scenarios for CRM with replies following certain patterns and propose virtual and social dialogues for various modalities of communication with a customer. After we learn to detect fake content, deception and hypocrisy, we examine the domain of customer complaints. We simulate mental states, attitudes and emotions of a complainant and try to predict his behavior. Having suggested graph-based formal representations of complaint scenarios, we machine-learn them to identify the best action the customer support organization can chose to retain the complainant as a customer. |
| customer relationship management adalah: Customer Relationship Management Gerhard Raab, 2008 Customer Relationship Management is the first book to explore the benefits to the firm of a globally integrated approach to the management philosophy of Customer Relationship Management (CRM). The best hope for achieving a sustainable competitive advantage in a global marketplace is by means of better understanding which customers are in the best position to experience long-term, profitable relationships for the globally oriented firm. This book offers both an academic and a practical viewpoint of the importance of CRM in a global framework. It integrates the topics of knowledge management, total quality management, and relationship marketing with the goal of explaining the benefits of CRM for internationally active firms. The authors have included six case studies which allow the reader to undertake the role of CRM consultant in a 'learning by doing' approach. The book should be required reading for all business executives who desire a customer-oriented approach to success, and for all students of business who desire to gain insight into a relationship management approach which will become ever-more important in the years ahead. |
| customer relationship management adalah: Customer Relationship Management Systems Handbook Duane E. Sharp, 2002-07-19 This handbook provides a detailed description and analysis of the concepts, processes, and technologies used in the development and implementation of an effective customer relationship (CRM) strategy. It takes readers through the evolution of CRM- from its early beginning to today's sophisticated data warehouse-based systems. Illustrations enhance the textual presentation. Case studies provide insight and lessons-to-be-learned and describe the benefits of successful CRM implementations. The chapter on privacy issues covers the processes companies use to ensure the privacy of their customer data, the last chapter explores the benefits of a well-conceived CRM strategy. |
| customer relationship management adalah: Customer Relationship Management Ed Peelen, 2008-09 |
| customer relationship management adalah: Adoption and Implementation of AI in Customer Relationship Management Singh, Surabhi, 2021-10-15 Integration of artificial intelligence (AI) into customer relationship management (CRM) automates the sales, marketing, and services in organizations. An AI-powered CRM is capable of learning from past decisions and historical patterns to score the best leads for sales. AI will also be able to predict future customer behavior. These tactics lead to better and more effective marketing strategies and increases the scope of customer services, which allow businesses to build healthier relationships with their consumer base. Adoption and Implementation of AI in Customer Relationship Management is a critical reference source that informs readers about the transformations that AI-powered CRM can bring to organizations in order to build better services that create more productive relationships. This book uses the experience of past decisions and historical patterns to discuss the ways in which AI and CRM lead to better analytics and better decisions. Discussing topics such as personalization, quality of services, and CRM in the context of diverse industries, this book is an important resource for marketers, brand managers, IT specialists, sales specialists, managers, students, researchers, professors, academicians, and stakeholders. |
| customer relationship management adalah: Customer Relationship Management , |
| customer relationship management adalah: Consumer Behavior Theories Rajagopal, 2018-02-25 This book critically examines and analyzes the classical and neoclassical behavioral theories in reference to consumer decision-making across the business cultures. Discussions in the book present new insights on drawing contemporary interpretations to the behavioral theories of consumers, and guide the breakthrough strategies in marketing. |
| customer relationship management adalah: Fuzzy Methods for Customer Relationship Management and Marketing: Applications and Classifications Meier, Andreas, 2012-01-31 This book explores the possibilities and advantages created by fuzzy methods through the presentation of thorough research and case studies--Provided by publisher. |
BAB II LANDASAN TEORI A. Customer Relationship …
1. Pengertian Customer Relationship Management Menurut Francis Buttle di dalam buku nya Customer Relationship Management adalah
CUSTOMER RELATIONSHIP MANAGEMENT
CRM adalah sebuah strategi perusahaan dalam memahami dan mempengaruhi tingkah laku pelanggan melalui komunikasi yang mendalam dengan tujuan untuk meningkatkan akuisisi …
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Di bagian ini akan membahas tentang definisi Customer Relationship Management (CRM), tujuan Customer Relationship Management (CRM), fungsi Customer Relationship Management …
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Pelanggan (Customer Relationship Management) 1. Pengertian Manajemen Hubungan Pelanggan Manajemen hubungan pelanggan adalah proses mengelola informasi rinci tentang …
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Customer Relationship Management adalah suatu jenis manajemen yang secara khusus membahas teori mengenai penanganan hubungan antara perusahaan dengan pelanggannya …
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Relationship Management), Communication, Marketing Abstrak: CRM (Customer Relationship Management) adalah pendekatan baru dalam mengelola hubungan antara perusahaan dan …
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Anton dan Petouhoff (2002: 20) mendefinisikan bahwa Customer Relationship Management (CRM) adalah strategi, usaha dan aktivitas yang melibatkan seluruh sumber daya untuk …
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BAB II LANDASAN TEORI A. Customer Relationship …
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BAB II LANDASAN TEORI A. Customer Relationship …
Customer satisfaction (Kepuasan Pelanggan) : kesadaran akan harapan individu atas kinerja produk atau layanan. Customer retention (Loyalitas Pelanggan): menyediakan produk …
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CRM adalah sebuah strategi perusahaan dalam memahami dan mempengaruhi tingkah laku pelanggan melalui komunikasi yang mendalam dengan tujuan untuk meningkatkan akuisisi …
BAB II LANDASAN TEORI A. Customer Relationship …
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D. Customer Relationship Management (CRM) Customer Relationship Management (CRM) merujuk pada suatu pendekatan manajemen dengan menaruh pelanggan sebagai pusat dari …
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Hal ini dipertegas oleh Newell (2000), customer relationship management adalah proses memodifikasi tingkah laku pelanggan berkali-kali dan belajar dari tiap interaksi, menyesuaikan …
BAB II KAJIAN PUSTAKA A. Customer Relationship …
Customer Relationship Management (CRM) merupakan korelasi antara manusia, proses dan tekhnologi, yang memiliki tujuan mengelola hubungan perusahaan melalui metode terintegrasi.
PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT …
C. Penegrtian Customer Relationship Management Customer Relationship Management) merupakan strategi bisnis dengan menggunakan teknologi informasi menyediakan suatu …
BAB II KAJIAN PUSTAKA A. Customer Relationship …
dipahami bahwa Customer Relationship Management adalah stategi khusus yang membahas tentang pelanggan, dimana tujuannya untuk memaksimalkan profitabilitas serta meningkatkan …
KAJIAN MANFAAT DAN RESIKO CLOUD-BASED CUSTOMER …
Customer relationship management (CRM) adalah sebuah model untuk mengelola interaksi perusahaan dengan pelanggan, klien, dan calon pembeli (Wikipedia, 2012a). Dalam …
KOMUNIKASI EFEKTIF DALAM MEMBANGUN STRATEGI …
Customer relationship management adalah sebuah strategi berkomunikasi antar perusahaan dan pelanggan sehingga terjalin hubungan yang memberikan dampak positif kepada sesama atau …
Customer Relationship Management (CRM) Pada Usaha
Customer Relationship Management (CRM) adalah strategi bisnis yang bertujuan untuk mengelola hubungan antara perusahaan dan pelanggan. Dengan memperbaiki sistem yang …
Customer Relationship Management Dalam Meningkatkan …
Dengan Penerapan Customer Relationship Management dengan K-Means dapat membangun klasterisasi pelanggan untuk mengelempokkan pelanggan yang menggunakan layanan jasa …
PENGARUH CUSTOMER REATIONSHIP MANAGEMET DAN …
hubungan konsumen (customer relationship management) adalah keseluruhan proses membangun dan memelihara hubungan konsumen yang menguntungkan dengan …
PERANCANGAN SISTEM CUSTOMER RELATIONSHIP …
Customer Relationship Management (CRM), system design, system development life cycle (SDLC), operational ... Untuk proses kedua adalah Campaign Management, dimana pihak …
BAB II KAJIAN TEORETIS DAN METODOLOGI PENELITIAN - UNJ
Berdasarkan beberapa teori yang telah disebutkan, Customer Relationship Management adalah strategi dalam mengelola hubungan melalui informasi rinci tentang pelanggan agar tercapai …
Customer Relationship Management (CRM) PT Bhineka …
Customer Relationship Management (CRM) adalah pendekatan bisnis yang didasarkan pada pengelolaan hubungan atau interaksi dengan pelanggan. Penerapan customer relationship …
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Variabel E-CRM: E-CRM (Electronic Customer Relationship Management) adalah metode pengelolaan hubungan dengan pelanggan menggunakan teknologi elektronik. Dalam …
Efektivitas Loyalty Program - Neliti
Hesti Kartika Sari, Efektivitas Loyalty Program dalam Customer Relationship ... Menurut Storbacka dan Lehitnen (dalam Gaffar, 2007:35) fokus dari Customer Relationship …
BAB II KAJIAN PUSTAKA 1.1. Penelitian Terdahulu - Etheses of …
Customer Relationship Management terhadap ketahanan nasabah di BPRS Bumi Rinjani Batu” penelitian ini menggunakan metode kuantitatif dengan pendekatan survei. Populasi penelitian …
PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT …
perusahaan (Chan, 2003:6).Pada konsep Customer Relationship Management perusahaan sangat menekankan perhatiannya pada usaha untuk selalu menjalin hubungan yang baik …
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) …
Sistem informasi E-CRM dalam konsep Customer Relationship Manajement yang tersedia maka didapat point pengembangan sistem informasi yang belum ada. Dan juga fiture aplikasi yang …
PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT …
Customer Relationship Management adalah alat bantu dalam berkomunikasi, pelanggan pada dasar nya ingin diperlakukan secara berbeda, karena pelayanan yang memuaskan akan …
STRATEGI CUSTOMER RELATIONSHIP …
Customer Relationship Management adalah suatu jenis manajemen yang secara khusus membahas teori mengenai penanganan hubungan antara perusahaan dengan pelanggannya …
MANAJEMEN - ResearchGate
CRM (Customer Relationship Management) adalah suatu strategi bisnis yang menggabungkan antara proses, manusia, serta teknologi dalam pelaksanaanya. Sasarannya diantaranya …
Pengaruh Customer Relationship Management Terhadap …
Customer Relationship Management (CRM) Menurut Buttle (2007) Customer Relationship Management (CRM) adalah strategi inti dalam bisnis yang mengintegrasikan proses-proses …
JURNAL ILMIAH MAHASISWA UNIVERSITAS …
Keywords: Customer Relationship Management, Transformative Islamic Education Abstrak Customer Relathionsip Management (CRM) adalah salah satu strategi komunikasi yang …
PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT …
viii KATA PENGANTAR Puji syukur penulis panjatkan kepada Allah SWT, karena atas Rahmat dan Hidayah-Nya penulis dapat menyelesaikan skripsi dengan judul “Penerapan Customer …
BAB I PENDAHULUAN - kc.umn.ac.id
hidup adalah dengan menerapkan customer relationship management (Direktorat Jenderal Kekayaan Negara, 2023). Konsumen memiliki peran yang sangat penting dalam dunia usaha. …
Pengaruh Customer Relationship Marketing dan Kualitas …
Menurut (Lovelock, 2012) menyatakan bahwa, aplikasi secara umum Customer Relationship Management adalah pengumpulan data, analisis data, otomatisasi tenaga penjualan, …
BAB II LANDASAN TEORI - IAIN Kudus
A. Customer Relationship Management (CRM) 1. Pengertian Customer Relationship Management (CRM) Customer relationship management (CRM) adalah pendekatan pelayanan kepada …
IMPLEMENTASI ELECTRONIC COSTUMER RELATIONSHIP …
3. Manfaat Customer Relationship Management manfaat Customer Relationship Management adalah: a. Mendorong loyalitas pelanggan: Aplikasi CRM memungkinkan perusahaan untuk …
APLIKASI CUSTOMER RELATIONSHIP MANAGEMENT …
melalui Customer Relationship Management (CRM) yang bertujuan untuk mampu menyediakan data dan informasi kepada pelanggan. Customer relationship management (CRM) adalah …
Pengembangan E-Business dengan Konsep Customer …
Pengembangan E-Business dengan Konsep Customer Relationship Management (CRM) PT. Putra Wisana ... Putra Wisana Motorrad adalah sebuah perusahaan otomotif yang bergerak di …
KOMUNIKASI EFEKTIF DALAM MEMBANGUN STRATEGI …
(2015) Customer Relationship Management (CRM) adalah strategi yang melihat konsumen sebagai tujuan utama dalam menjalankan bisnis perusahaan dan kesuksessan perusahaan …
ANALISIS CUSTOMER RELATIONSHIP MANAGEMENT DI …
Analisis Customer Relationship Management di PT. JC Indonesia Yogyakarta (Studi Kasus Penanganan Pelanggan) ... Salah satu strategi dalam teknologi informasi tersebut adalah …
Analisis Manajemen Operasional, Customer Relationship …
Keywords: digital marketing, customer relationship management, manajemen operasi, PT. Indofood Sukses Makmur Tbk, strategi operasi, permasalahan operasional. PENDAHULUAN …
IMPLEMENTASI CUSTOMER RELATIONSHIP …
Sesungguhnya Allah adalah Maha Penyayang kepadamu”. (QS. An-Nisa:29).1 1 Departemen Agama Republik Indonesia, Al-Qur’an dan Terjemahan (Jakarta: Dirjen Bimbingan Masyarakat …
BAB I PENDAHULUAN A. Latar Belakang - Perpustakaan UMS
4 pelanggan. Hal terbaik yang disediakan Customer Relationship Management (CRM) adalah menciptakan kepuasan konsumen dan loyalitas pelaggan. Ketujuh, menurut Setyaleksana et …
ANALISIS IMPLEMENTASI APLIKASI MANAJEMEN HUBUNGAN …
(Customer Relationship Management) adalah proses hati-hati mengelola informasi yang rinci tentang pelanggan dan semua informasi yang bersentuhan dengan pelanggan untuk …
CUSTOMER RELATIONSHIP MANAGEMENT SEBAGAI …
Customer relationship management concept derived from an expanded concept of relationship marketing. Customer relationship management will be successful with the help of information …
PUBLIC RELATIONS OF MANAGEMENT IN CUSTOMER …
One of the PR program is the Customer Relationship Management (CRM), in order to approach the owners of public transport in order to create customer loyalty that will increase awareness …
BAB II TINJAUAN TEORI 2.1 Deskripsi Teori 2.1.1 Teori …
10 Menurut Dyche, “Customer Relationship Management is the infrastructure that enables the delineation of and increase in customer value and the correct means by which to motivate …
EVALUASI STRATEGI CUSTOMER RELATIONSHIP …
Customer Relationship Management (CRM) adalah suatu kegiatan yang dirancang untuk membina hubungan jangka panjang dan menghemat biaya perusahaan, demi keuntungan …
SKRIPSI STRATEGI CUSTOMER RELATIONSHIP …
vi ABSTRAK STRATEGI CUSTOMER RELATIONSHIP MANAGEMENT DALAM MENARIK MINAT NASABAH DI BANK MUAMALAT KCP METRO Oleh : SITI NUR KHOIRIYAH NPM. …
Analytical Customer Relationship Management untuk …
ini, salah satu pendekatan yang sering digunakan adalah Customer Relationship Management (CRM). Tantangan yang muncul adalah bagaimana menyusun suatu CRM yang dapat …
Customer Relationship Management Dalam Meningkatkan …
customer relationship management) adalah untuk menghasilkan ekuitas pelanggan (customer equity) yang tinggi. Dimana semakin setia pelanggan, semakin tinggi ekuitas pelanggan.
ANALISIS PENERAPAN CUSTOMER RELATIONSHIP …
Model CLV yang digunakan adalah model yang dikembangkan oleh Gupta dan Lehmann (2003). Penelitian ini merupakan penelitian kualitatif dengan ... Kata Kunci: Customer value mindset, …
CUSTOMER RELATIONSHIP MANAGEMENT DAN …
Salah satu strategi yang dapat diterapkan adalah strategi hubungan atau relationship antara perusahaan dengan pelanggan. Strategi menciptakan hubungan dengan pelanggan ini dikenal …
PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT …
Customer Relationship Management (CRM) merupakan suatu strategi perusahaan yang digunakan untuk memanjakan pelanggan agar tidak berpaling kepada pesaing (Gaffar, …
MODEL CUSTOMER RELATIONSHIP MANAGEMENT (CRM) …
2. CUSTOMER RELATIONSHIP MANAGEMENT Manajemen Hubungan Pelanggan atau lebih dikenal dengan Customer Relationship Management (CRM) dalam perkembangannya …
BAB II TINJAUAN PUSTAKA A. Landasan Teori
a. Pengertian Customer Relationship Management(CRM) Customer Relationship Management adalah suatu strategi untuk mengidentifikasi, menarik, dan mempertahankan konsumen yang …
BAB II TINJAUAN PUSTAKA 2.1 Konsep Dasar Customer …
2.1.5 Model Customer Relationship Management Dalam CRM terdapat 3 model yaitu (yulia, 2019): 1. Sales Sales atau penjualan merupakan salah satu model yang digunakan untuk …
Analisis Strategi Customer Relationship Management Untuk …
Customer Relationship Management (CRM) dapat membantu perusahaan mengelola interaksi pelanggan atau nasabah dengan lebih efektif untuk mempertahankan daya saing perusahaan …
SAIFUL RAHMAN YUNIARTO
Customer relationship management (CRM) berfokus pada merawat hubungan pelanggan. Membangun dan mengelola hubungan antara perusahaan atau organisasi dan stakeholder. …
ANALISIS E-CRM (ELECTRONIC-CUSTOMER RELATIONSHIP …
CRM (Customer Relationship Management). Parallel to the development of the internet technology nowadays, CRM can be converted into the form of e-CRM (Electronic-Customer …
