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CUSTOMER RELATIONSHIP
Kalender Akademik
Telkom University
2
Tanggal
Kegiatan
Heregistrasi :
1. Pembayaran SPP
2. Input mata kuliah pada IGRACIAS
3. Perwalian
Masa Kuliah I
18 22 Januari 2016
Masa kuliah II
Hari Tenang
3 14 Mei 2016
EVOLUTION OF RELATIONSHIP
WITH CUSTOMER
( CHAPTER 1)
Referensi
Telkom University
4
Definition of Customer
10
11
Traditional Marketing
12
CRM is not a software package. Its not a database. Its not a call
center or a Web site. Its not a loyalty program, a customer
service program, a customer acquisition program, or a win-back
program. CRM is an entire philosophy.
Steve Silver
13
14
15
Grouping of Assignment
16
What Is a Relationship?
17
Learning Relationships
1. The customer learns more about his own preferences from each
experience and from the firms feedback, and is therefore able
to shop, purchase, and handle some aspect of his life more
efficiently and effectively than was possible prior to this
relationship.
2. The enterprise learns more about its own strengths and
weaknesses from each interaction and from the customers
feedback, and is therefore able to market, communicate, and
handle some aspects of its own tactics or strategy more
efficiently and effectively than was possible prior to the
relationship.
18
Return on Customer
20
22
DISSCUSSION TIME
23