Relationship Marketing VS Customer Relationship Management By Langgeng

Relationship Marketing VS Customer Relationship Management By Langgeng Setyono Business Administration

Marketing Important Marketing is a very important part in the business organization. Introduction

Success Company Success Failed Company Failed Marketing A successful business organization must have a good marketing management. Introduction

Getting customers or consumers Marketing Duties Maintaining customer Face environmental changes including competitive response Need Strategy Marketing Relationship Customer Relationship Marketing

(a)What is a relationship Marketing? b) What is a Customer Relationship Management? c)What is the importance of Relationship marketing and Customer Relationship Management in the business? (d) what the differences CRM and Relationship Marketing? Our Problem

Relationship Marketing The development of marketing productcentric view Customer -centric view The Reason Why MR become strategy Marketing Relationship CRM The Important of MR VS CRM Difference Between MR VS CRM

Relationship Marketing Definition 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 Marketing Relationship CRM The Important of MR VS CRM Difference Between MR VS CRM

Relationship Marketing Duncan, and Moriaty relationship marketing is a marketing approach to customers that enhance the company's long-term growth and maximum customer satisfaction. Definition Kotler and Armstrong, "Relationship marketing is the process of creating, maintaining and transferring excellence, valueladen relationship between customers and other stakeholders". Marketing Relationship CRM The Important of MR VS CRM Difference Between MR VS CRM

Relationship 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. Marketing Relationship CRM The Important of MR VS CRM Difference Between MR VS CRM

Relationship Marketing Program Marketing Relationship Customer Service • additional services provided to support the main product, is also an important component of customer satisfaction. Loyalty Programs • customers to make purchases held repeatedly to the company so that the company will benefit. Community Building • intended to establish a relationship between the customer in order to provide information or advice and to create a good relationship between the customer and the company. CRM The Important of MR VS CRM Difference Between MR VS CRM

Relationship Marketing Benefits of Marketing Relationship CRM Ec on om ic Be So nef cial it be str nef uct its ura l bo ndi ng The Important of MR VS CRM Difference Between MR VS CRM

Customer Relationship Management Mariana • CRM as a management approach that involves the identification, recruitment, development and good customer relationship management to increase the number of consumers who benefit Gartners Group • CRM as a business strategy designed to optimize profits, revenue and customer satisfaction premises manage areas relating to corporate customer segmentation Marketing Relationship CRM The Important of MR VS CRM Difference Between MR VS CRM

Customer Relationship Management Aim of CRM Maintain customer. Increasing the quantity of sales. Increasing the rate of purchase. Marketing Relationship CRM The Important of MR VS CRM Difference Between MR VS CRM

Customer 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. Marketing Relationship CRM The Important of MR VS CRM Difference Between MR VS CRM

Customer 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 target • tools for targeting the customer, • How to build relationships with the Targeted customers Marketing Relationship CRM The Important of MR VS CRM Difference Between MR VS CRM

The Important of MR VS CRM Old paradigm • 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. Marketing Relationship CRM The Important of MR VS CRM Difference Between MR VS CRM

The Important of RM VS CRM The Important of MR 1. Relationship marketing is an important value in the marketing business enterprise is 2. It is hoped that consumers are satisfied with the products and services offered. 3. 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. 4. 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. Marketing Relationship CRM The Important of MR VS CRM Difference Between MR VS CRM

The Important of RM VS CRM The Important of CRM Operational • Operational CRM provides support for business processes in the front office, such as for sales, marketing and service staff Analytic • CRM analyzes customer data for a variety of purposes such as design and execute targeted marketing campaigns, including cross-selling, up-selling Sales Intelligence • CRM is similar to Analytical CRM is similar to, but more emphasis on direct sales tool with features to look for opportunities Cross-selling / up-selling / Switch-selling, sales performance, customer trend, customer margin. Campaign Management. • Campaign management combines elements between operational and analytical CRM in order to perform the function of the formation of the target groups with specific criteria using customer data Collaborative • CRM covers aspects related to corporate dealt with customers on a variety of departments such as sales, technical support, and marketing. Marketing Relationship CRM The Important of MR VS CRM Difference Between MR VS CRM

Differences Between RM VS CRM Aspect RM Purpose Mantaining To retention and Relational exchange looking for new customer by an application Characteristics Strategy of concept in marketing Tools in marketing Technology No Using Technology Method Responses the other Using application parties to looking for name , address, Amount of sales, etc Marketing Relationship CRM The Important of MR VS CRM Difference Between MR VS CRM

Conclussion 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. Marketing Relationship CRM The Important of MR VS CRM Difference Between MR VS CRM

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