544,438 research outputs found

    CUSTOMER RELATIONSHIP MANAGEMENT

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    Customer relationship management

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    After 17 years of economical and market development, Romanian companies face a new challenge: the tough competition from the European Union and the battle for the customers. The Romanian enterprises will have to learn not only how to attract customers, but also how to keep them. Marketing programs include now aspects regarding customer orientation, relationship management, loyalty and quality. In this paper, we will follow the main aspects, characteristics, dimensions and processes of Customer Relationship Management, and we will analyze the challenges that the local companies will have to face. Examples from the financial service sector will round the actual situation of the implementation of the CRM rules and principles in Romania.marketing information system, customer relationship management, business asset, customer acquisition, customer retention

    CUSTOMER RELATIONSHIP MANAGEMENT

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    In order to maintain in a market economy with the competition becoming increasingly tough, with consumer preferences and demands more sophisticated and diverse, a company must manage in the best possible way the relations with the existing and potential customers to know their preferences, attitudes, purchasing behaviour, motivations, in order to attract the proper clients for their company products. These goals may be achieved by implementing a strategy called “Customer Relationship Management”, which aims to identify the potential customers, observing their needs, attract them through a special offer and obtaining their enthusiasm. A key element of a CRM strategy is communication using as many possible ways with current and potential customers, in order to attract them and to become loyal.customer attraction, loyalty, CRM, strategy

    Model Customer Relationship Management (CRM) Di Institusi Pendidikan

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    Tingginya tingkat persaingan antar institusi pendidikan mengakibatkan setiap institusi harus dapat mengelolainstitusinya secara profesional, seperti layaknya sebuah Perusahaan. Teknologi informasi dan komunikasimenjadi bagian penting bagi proses pengelolaan tersebut. Salah satu keunggulan tersebut berupa peningkatanlayanan dengan konsep Manajemen Hubungan Pelanggan atau Customer Relationship Management (CRM).“Pelanggan institusi pendidikan” dalam CRM ini adalah pemakai produk institusi pendidikan (dunia USAha),pemakai hasil riset yang dilakukan oleh dunia pendidikan (dunia USAha), mahasiswa, peminat/calon mahasiswa,dan alumni yang memerlukan jasa layanan karir. Sedangkan informasi yang dibutuhkan oleh pelangganmenyangkut informasi mahasiswa, peminat/calon mahasiswa, riset, lulusan/alumni dan informasi industri.Model ini menggambarkan proses akses interaksi “pelanggan” dengan institusi pendidikan dalam mengaksesCRM melalui website dan mobilephone. Model ini dapat memberikan gambaran aplikasi CRM untuk sebuahinstitusi pendidikan yang dapat menghasilkan database pelanggan yang kuat (termasuk kelengkapan profilpelanggan), memberikan analisis layanan dari setiap pelanggan, serta memberikan Interaksi dengan pelangganyang lebih targeted dan customized

    Customer Relationship Management (CRM) Based on Web to Improve the Performance of the Company

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    Customer relationship management (CRM) is one of the model that can be used to maintain the relationship between customer and company. CRM is really helpful for the company to increase the customer interest toward the company, improve the economic condition, and improve the product promotion through the use of intimate customer knowledge. But, most of the company still can't utilize CRM well, one of the problems is to increase the company performance. In this Journal will talk about the utility of CRM based on web  to increase the company performance, the method that used in this journal is waterfall method which includes, analysis and systems engineering, requirements analysis, design, coding, programming, implementation and maintenance, and also literature review. With the e-CRM application is expected to provide benefits of the company, helps companies to know the wishes of customers, and can monitor the performance of employees, so the company is able to improve the performance of the company

    Analytical Customer Relationship Management Untuk Restoran

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    Bisnis restoran merupakan suatu bisnis yang cukup kompetitif. Dewasa ini, persaingan dalam bisnis ini bukan hanya berdasarkan rasa dan tampilan dari produk (makanan atau minuman) yang ditawarkan, tetapi juga berdasarkan keunikan konsep yang membangun keunggulan tersendiri dari restoran tersebut di mata konsumen. Dengan keunggulan tersebut, restoran berharap untuk dapat menarik konsumen untuk menjadi pelanggan. Untuk mencapai tujuan ini, salah satu pendekatan yang sering digunakan adalah Customer Relationship Management (CRM).Tantangan yang muncul adalah bagaimana menyusun suatu CRM yang dapat membantu restoran untuk menganalisa proses bisnisnya, termasuk menganalisa bagaimana perilaku pelanggan. Dengan hasil analisa yang mendalam, pramusaji dan kasir dari restoran dapat mempunyai peluang yang lebih besar dalam menciptakan hubungan emosional yang positifdengan pelangan. Analisa seperti ini tidak dihasilkan oleh operational CRM yang sudah umum diimplementasikan dalam bisnis restoran. Pertanyaan yang muncul adalah bagaimana membangun suatu analytical CRM yang mampu menjawab kebutuhan para pelaku di bisnis restoran.Penelitian ini bersifat eksploratif dengan menggunakan kombinasi data kualitatif dan kuantitatif. Studi kasus terhadap tiga restoran menjadi dasar dari penelitian ini. Dengan menggunakan kombinasi pendekatan wawancara, studi dokumen, observasi, dan kuesioner, formula CRM yang sesuai dengan karakteristik restoran dan konsumen di Indonesia diharapkan dapat dihasilkan. Penelitian ini mengusulkan konsep analytical CRM untuk diterapkan di ketiga restoran tersebut. Adapun tujuan penerapan analytical CRM adalah agar pebisnis dapat mendapatkan hasil yang lebih optimal dalam menerapkan CRM

    The Influences of Customer Relationship Management to Customer Satisfaction in Gaudi Clothing Store Manado

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    The need is increasing and rapid technological development in the era of globalization, free markets, the increasingly fierce competition made the company create products to meet diverse consumer needs. The purpose of this study to analyze the influence of the value of the product, point of communication, loyalty programs, special services in the purchase of clothing at a boutique Gaudi both simultaneously and partially. Samples are determined based on the formula Slovin as many as 80 users. The method used is the Multiple regression, hypothesis testing using F & T test results showed simultaneous product value , contact point, loyalty programs, special services significantly influence the buyers satisfaction. Partially product value, loyalty program, special service significantly influence the customer satisfaction while the contact point no significant effect on customer satisfaction. Gaudi management should create a new marketing strategy that is more spread acknowledgement about their product and strengthen their media that supported the communication with customer. Keyword : product value, contact point, loyalty program, special servic

    The Impact of Customer Relationship Management to Customer Loyalty Through Customer Satisfaction in Cabal Dining Manado

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    Customer relationship management is the one influencing customer loyalty, but to get customer loyalty we should know how to make customer satisfaction. This research is purposed to analyze the impact of customer relationship management to customer loyalty through customer satisfaction in Cabal Dining Manado. This research used the Path analysis as the method of this research. Population in this research is mainly in this research is people in Manado. The sample of this research is 100 respondents of random sampling. The interpretation shows that every variable have strong relationship and are supported by significance level. Customers Relationship Management has a significant relationship with customer satisfaction so does customer satisfaction has a significant relationship with customer loyalty. Based on the result done, variable customer relationship management has a significant value to the customer satisfaction variable. Which means Cabal Dining should really pay more attention about how they built a relationship with their customers. Customer satisfaction is important in determine customer loyalty. By feeling satisfy there is a possibility that people would come again to the places that give them the experience they looking for. Keywords: customer relationship management, customer loyalty, customer satisfactio

    Customer Relationship Management : A Databased Approach

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    Customer Relationship Management: A Databased Approach offers the promise of maximized profits for today\u27s highly competitive businesses. This innovative book provides readers with the tools and techniques to effectively use CRM. It emphasizes the utilization of database marketing in order to build strong and profitable customer relationships. Kumar first describes how to implement database marketing and then looks at recent advances in CRM applications. Critical marketing issues like optimum resource allocation, purchase sequence, and the link between acquisition, retentions, and profitability are also examined on the basis of empirical finding
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