DEFINISI CRM

Materi selanjutnya saya akan mencoba membahas mengenai Customer Relationship Management (CRM), sebelum itu mari kita mengenal apa arti dari CRM sendiri itu apa, Customer Relationship Management sendiri merupakan suatu hubungan antara custormer dengan management sebuah perusahaan dll. CRM juga merupakan strategi bisnis menyuluruh dari suatu perusahaan yang memungkinkan perusahaan tersebut bisa mengelola hubungan dengan pelanggan secara efektif.

Berikut ini beberapa definisi khusus yang dikemukakan oleh pakar – pakar manajemen terkemuka di dunia mengenai CRM :

“ The infrastructure that enables the delineation of and increase in Customer value, and the correct means by which to motivate valuable Customer to remain loyal-indeed, to buy again.” (Dyche,2002,p4)

“ A customer relationship management (CRM) system, by its simplest definition, is a process to compile information that increases understanding of how to manage an organization’s relationship with its customers.” (Zigmund, 2003,p3)

“ The process of acquiring, retaining and growing profitable Customrs.” (Brown, 2000, p8)

“CRM is defined as an integrated sales , marketing, and service strategy that precludes lone showman-ship and that depends on coordinated enterprise-wide actions.” (Kalakota & Robinson, 2001, p172)

“A CRM system attempts to provide an integrated approach to all aspects of interaction a company has with its customers, including marketing, sales and support. The goal of a CRM system is to use technology to forge a strong relationship between a business and its customers. To look at CRM in another way, the business is seeking to better manage its own enterprise around customer behaviors”. (Martin et al, 2005, p.194) 

“ CRM uses information technology to create a cross-functional enterprise system that integrates and automates many of the customer serving processes in sales, marketing, and product services that interact with a company’s customers. CRM systems also create an IT framework that integrates all of these processes with the rest of a company’s business operations. CRM systems consist of a family of software modules that perform the business activities involved in such front office processes. CRM software provides the tools that enable a business and its employees to provide fast, convenient, dependable, and consistent service to its customers.” (O’Brien, 2002, p.130)

sekian postingan mengenai Definisi dari CRM dari berbagi pakar-pakar yang terkemuka di dunia.