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Kelompok 7

CRM (Customer Relationship Management). Kelompok 7. Kelompok 7. Siti Nurjanah (121710201045) Charisna Adinda (121710201061) Fanny AS (121710201073) Yusrolana Firdausah (121710201001). Arsitektur Aplikasi e-Business. CRM ( Customer Relationship management ). Mengapa CRM?.

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Kelompok 7

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  1. CRM (Customer Relationship Management) Kelompok 7

  2. Kelompok 7 Siti Nurjanah (121710201045) Charisna Adinda (121710201061) Fanny AS (121710201073) Yusrolana Firdausah (121710201001)

  3. ArsitekturAplikasi e-Business

  4. CRM (Customer Relationship management)

  5. Mengapa CRM? • Kuatnyaminatuntukmenggunakan CRM dilatarbelakangiolehdasyatnyapertumbuhan internet dan electronic commerce (e-commerce) • Beberapadekademendatang, proyek-proyektentang internet dan retail online akanterusbertambah • Seperti yang tertulis di Jupiter Media Metrix (Ploskina, 2001), diperkirakanhasil retail online di US tahun 2000 yang $25 milyarakanmelonjakmenjadi $118 juta di tahun 2004 • Framingham, Mass-based IDC memperkirakanbahwa e-commerce akantumbuhdari #130 milyar di 1999 menjadi $2.5 trilyun di 2004 (Kalin, 2000).

  6. StrategiImplementasi CRM • Operational CRM Customer Customer touchpoint Call Center Web access e-mail Usage Direct sales Fax Refined Business Actions • Analytical CRM Business Intelligent Business improvement Analysis Integrated Database Information Customer feedback Business System Billing sales Call Center Account payable/receivable Provisioning

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