Customer Relationship Management By Langgeng Setyono Business Administration Introduction Marketing is a very important part in the business organization Marketing Important Introduction ID: 782259
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Slide1
Relationship Marketing VS Customer Relationship Management
By
Langgeng
Setyono
Business Administration
Slide2Introduction
Marketing is a very important part in the business organization.
Marketing
Important
Slide3Introduction
A successful business organization must have a good marketing management.
Marketing
Success
Company Success
Failed
Company Failed
Slide4Marketing Duties
Getting customers or consumers
Maintaining customer
Face environmental changes including competitive response
Need Strategy
Marketing Relationship
Customer Relationship Marketing
Slide5Our Problem
Slide6Relationship
Marketing
The development of marketing
The Reason Why MR become strategy
Slide7Relationship
Marketing
Relationship marketing is growing in the business world because businessmen realize that in order to develop and maintain a business, not only to get a lot of customers, but also how to get customers, nurture and retain those customers
Definition
Slide8Relationship Marketing
Definition
Duncan, and
Moriaty
relationship marketing is a marketing approach to customers that enhance the company's long-term growth and maximum customer satisfaction.
Kotler
and Armstrong, "Relationship marketing is the process of creating, maintaining and transferring excellence, value-laden relationship between customers and other stakeholders".
Slide9Relationship
Marketing
Purposess
Propose that relationship marketing refers to marketing activities aiming at establishing and
maintaining “relational exchanges
”. Also,
continuous
process focusing in three communication elements:
interaction, dialogue and value
. Within a web site’s online environment “communication” could be translated to information exchange, direct two-way communication and
customised
interactive transactions.
Slide10Relationship Marketing
R
elationship
M
arketing
P
rogram
Slide11Relationship
Marketing
Benefits of
Marketing Relationship
Slide12Customer Relationship Management
Slide13Customer Relationship Management
Aim of CRM
Slide14Customer Relationship
Mangement
Many aspects are covered in the CRM. These aspects will generally deal directly with one of the following aspects:
Front office operations that directly interact with customers such as direct meeting, phone call, e-mail, online services, etc..
Back office operations are highly influential on the activity on the service in the front office as part payment, maintenance, planning, marketing, etc..
Business relationships, the interaction with the company and other partners such as suppliers / vendors, retail outlets and distribution, industrial networks. The external network will support activities in the front and back office.
Key Data in CRM can be analyzed with a view to planning a campaign to targeted marketing, to understand the business strategy, and decide the success of CRM activities such as market share, customer characteristics, revenues and profits.
Slide15Customer Relationship Marketing
Basic
model
of CRM which
contain
to
basic components:
A
database of customer activity,
Analyses
of the database,
Given
the analyses, decisions
about customers to targettools for targeting the
customer,How to build relationships with the Targeted customers
Slide16The Important of MR VS CRM
At first the company only focused on increasing production capacity and sales
volume.
Manufacturers
just thinking how to increase profit only, consumers only in view of an object which only consume goods and services
alone.
Consumers
are considered nothing more than just a transactional relationship object, after the transaction the relationship between producers and consumers has been completed.
Old paradigm
Slide17The Important of RM VS CRM
Relationship marketing is an important value in the marketing business enterprise is
It is hoped that consumers are satisfied with the products and services offered.
able to establish long-term relationship with their customer. Long-term relationship means that loyal customers who have a high retention rate to stay in touch with the company in satisfying their needs and wants are satisfied. The focus of relationship marketing is to acquire and retain customers.
treat customers well, increasing the company's core services through value addition, and most importantly provide the service that is needed by each individual. Basically the core of customer relationship marketing.
The Important of MR
Slide18The Important of RM VS CRM
The Important of CRM
Slide19Differences
Between
RM
VS
CRM
Aspect
RM
CRM
Purpose
Mantaining
Relational
exchange
To retention and looking for new customer by an application
Characteristics
Strategy of concept in marketingTools in marketing
Technology
No
Using
Technology
Method
Responses
the other parties
Using
application to looking for name , address, Amount of sales,
etc
Slide20Conclussion
1
CRM is a strategy to retain and develop profitable customer for the company . The goal is meeting the needs of today's consumers to produce better products and services , forming a good relationship .
2
Relationship marketing is the process of creating , maintaining and transferring excellence , value-laden relationship between customers and other stakeholders
3
While relationship marketing is a sales and marketing concept , CRM Refers to the tools used to carry out the concept .
Slide21Thank You Very Much