e-CRM Yesika Kristina 1501146792 DeaPradanaDarmawan 1501155014 Sukianti 1501169991 Merianti 1501171320 MeshiyaCaterlee 1501171485
CRM CRM is system that is used by company as strategy to maintain the relationship with the customers, in order to gain loyal customer.
Trends in CRM • Content • Social Media • Customer experience • Personalization and customization
e-CRM Benefits • Managing the relationship with the customer • Provision of personalized services • Quality of service and delivery • Transaction and processing speed • Convenience
Successful CRM Implementation • Culture is the King • Set Realistic Goals • Obtain and Maintain Senior Management Support • Analyze Working Processes • Select the Right Software Partner
Traditional Marketing Traditional Marketing includes: • Newspaper advertisements, • Magazine advertisements, • Billboards, • Flyers, • One-on-one sales, • and Cold calling.
Modern Marketing • Pay per click ads, Google ads., • SEO and online directorires, • Online advertisements, • E-Newsletters, • Social media, • Blogs, • Online shopping, • Viral marketing, • Advertisements.
Airline e-CRM System Model • Provides an understanding of customer behavior • Supports more effective promotions • Provides a single view of customers across the enterprise and across contact points. • Gives airlines the ability to respond more dynamically and quickly to market demands.