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Management
Classic
Marketing
Activities of
Customer
Relationship
Management
#1
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Re-sell.
Cross-sell.
Reactivation.
Customer
Extension
Techniques for
CRM
Up-sell.
Referrals.
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Marketing
applications of
CRM #1
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Campaign management.
Marketing
applications of
CRM #2
Analysis.
The interactive nature of the web combined with email communications provides an ideal
environment in which to develop customer
relationships, and databases provide a foundation
for storing information about the relationship and
providing information to
strengthen it by improved, personalized services
e-CRM
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e-CRM
Challenges and
Activities #1
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e-CRM
Challenges and
Activities #2
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Customer identification.
Customer interactions.
Customer differentiation.
Customization.
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A Summary of
How The
Internet can
Impact on The
Buying Process
For a New
Purchaser
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A Model of The
Relationship
Between
Different
Aspects of Trust
and
Consumer
Response
Bart et al. (2005
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Percentage
Who Consider
The Different
Information
Sources as
Important
When
Researching/Co
nsidering a
Product or
Service
BrandNewWorld: AOL
UK/Anne Molen
(Cranfield School of
Management)/Henley
Centre, 2004
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Online and
Offline
Communication
s Techniques
for e-Commerce
14
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Viral Marketing
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The
Characteristics
of Interactive
Marketing
Communication
s
TV vs Internet
TV vs Phone
Video On Demand
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Crawling.
Google #1
Indexing.
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Ranking or scoring.
Google #2
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Schematic of
The
Relationship
Between
Satisfaction
and Loyalty
Defection : setiap saat
akan menyeberang;
Affection : Sayang;
Indifference : Acuh;
Evangelist : Pengabar
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Traditional
Direct Mail
(Male, 4554)
20
(Female, 4554)
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Personalization
Techniques Mail
SMS yang berkorelasi
dengan Mall dimana
anda berada.
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Event-related.
Frequency
of e-mail
communication
s.
E-mail sequence.
22
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Tangibles
Reliability
Assurance
Responsiveness
Delivered
Service-Quality
Levels
(SERVQUAL)
Empathy
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The Three
Main Types of
Customer Data
Transaction data.
Communications data.
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25
Benefits of
CRM Systems
To Customers
The Hewson
Consulting Group
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Ollie #1
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27
Ollie #2
http://
hipohan.blogspot.com
/2012/10/yes-you-cannya-ollie.html
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Ollie #3
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An overview of
the components
of CRM
technologies
Ticketing Apps di
Indosat memberikan
kebebasan bagi end
user untuk memilih
model komunikasi
yang diinginkan.
Mayoritas tiket masuk
adalah dari phone.
Namun sebaliknya di
Metrodata, end user
harus menggunakan
aplikasi intranet /
cloud dengan Remedy
Force.
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Summary #1
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Marketing communications
techniques to achieve acquisition
(Magnetic.), retention (Sticky.) and
extension (Elastic.) include
traditional online mass-media
techniques and specialized online
techniques such as search engine
registration, link-building, e-mail
marketing and banner advertising.
Techniques for customer retention
include the use of extranets, online
communities, online sales
promotions and e-mail marketing.
Customer extension involves better
understanding of the customer
through feedback on new product
development and encouraging
customers
to increase the depth of
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Summary #2
Nyaris di setiap lokasi
RM Ampera selalu ada
RM Laksana.
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Summary #3
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Summary #4
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