Optimizing Customer Relationships Through Effective Information Systems
Explore the significance of Marketing Information Systems and Sales Orders in enhancing business efficiency. Learn how Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) can revolutionize customer interactions and streamline operations for better decision-making.
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Presentation Transcript
MARKETING INFORMATION SYSTEMS AND THE SALES ORDER Sistem Informasi Enterprise Rani Susanto
FS membagi Sistem Informasi perusahaan menjadi 3 bagian : Sales Order System Warehouse and Supply Chain Management Accounting Informasi dari setiap sistem di share dalam bentuk : Periodic File transfer Manual Print kertas Banyak transaksi manual memungkinkan error data entry. Masalah
Sistem Informasi di FS tidak terintegrasi tidak efesien dan ongkos yang mahal Informasi tidak bisa didapatkan secara Real Time Image Perusahaan menjadi buruk Akibat
Semua Fungsi saling berelasi Semua data, informasi dan transaksi tersimpan dalam satu database central Seluruh transaksi dilakukan secara elektronik Memudahkan level manajerial dalam pengambilan keputusan Penerapan ERP dan dokumen Solusi
CUSTOMER RELATIONSHIP CUSTOMER RELATIONSHIP MANAGEMENT (CRM) (CRM) MANAGEMENT
CRM is a combination of business process and technology that seeks to understand a company s customers from a number of perspectives including: Who they are? What they do? What do they like? Only by integrating sales and service infrastructure with all aspects of operations can management see change in customer relationships BASIC OF CRM ?
The approach of identifying, establishing, maintaining, and relationships with customers. The formation of bonds between a company and its customers. A business strategy to select and manage customers to optimize long-term value. An integrated approach acquiring and maintaining customers. enhancing lasting to identifying, CRM IS?
Traditional Marketing Expand increase market share by mass marketing CRM Goal: customer base, Goal: Establish a profitable, long- term, one-to-one relationship with customers; understanding needs, preferences, expectations Customer oriented view Mass customization, one-to-one marketing Customer-supplier relationship their Product oriented view Mass marketing production Standardization needs Transactional relationship / mass of customer Relational approach Traditional Marketing vs CRM
Identifikasi prospek dan konsumen Membedakan konsumen berdasarkan kebutuhan dan nilai untuk perusahaan Meningkatkan pengetahuan perusahaan Penyesuaian untuk setiap pelanggan Framework for CRM
Customer Lifecycle Acquire Enhance Retain { Direct Marketing Cross-Sell & Up-Sell Proactive Service Partial Functional Solutions Sales Force Automation Customer Support Complete Integrated Solutions Integrated CRM Applications Cross-Functional Processes Breaking Down Departmental Walls The New CRM Architecture: Organizing around the Customer
Customer-facing Applications Sales Marketing Customer Service and Support Customer Data Warehouse Customer-touchingApplications Search and Comparison Customized Products Technical Information Personalized Web Pages FAQ E-mail / Auto Response Loyalty Programs Data Mining Decision Support Business Intelligence OLAP The Relationship Between Operational CRM and Analytical CRM
The Top 11 CRM Manufactures Are: Company 1. Microsoft Microsoft Dynamics CRM 3.0 2. Sage Software SalesLogix CRM 3. SAP America Inc. SAP Business One CRM 4. Parature Inc. Parature 5. Entellium 6. Pivotal corp. Pivotal CRM 7. Maximizer Software Maximizer Enterprise CRM 8. Netsuite Inc. NetSuite CRM+ 9. Oncontact Software Oncontact V 10. ADAPT Software Applications ADAPT crm 11. Exact Software North America e-Synergy Product name Entellium CRM The players....
