Analisis Perancangan Customer Relationship Management Berbasis Web pada PT ASP Jakarta

Authors

  • Idris Gautama So Bina Nusantara University
  • Sheila Sheila Bina Nusantara University

DOI:

https://doi.org/10.21512/bbr.v2i1.1115

Keywords:

CRM, e-CRM, website, customers

Abstract

The purpose of this thesis is to identify the needs of web-based CRM in PT ASP and also to design the suitable CRM for the company. The research method is by analyzing competitions in the industry with Porter’s five forces analysis and formulating framework in input stage, matching stage, decision stage to choose the best strategy for the company. From the analysis of formulating strategy, it could be concluded that market penetration strategy is the best strategy for PT ASP. Market penetration strategy is an approach of web-based Customer Relationship Management (CRM) to increase service quality for customers and company introduction to broaden community. Web-based CRM design is suitable for PT ASP based on interview conclusion using 5 features (5C) from the 7 features (7C) in web design elements. 

Dimensions

Plum Analytics

Author Biographies

Idris Gautama So, Bina Nusantara University

Management Department 

Sheila Sheila, Bina Nusantara University

Jurusan Manajemen 

References

Band, W., Leaver, S., Rogan, M. A. (2007). Trends 2007: Customer relationship management. Forrester Research. Diunduh pada 13 Oktober 2010, dari http://www.practika.cl/fotos/doc-2010319122829.pdf

David, F. R. (2009). Strategic Management: Concepts and Cases (12th ed.). New Jersey: Prentice Hall.

Greenberg, P. (2004). CRM at the speed of light: essential customer strategies for the 21st century. New York: McGraw-Hill.

Kalakota, R., & Robinson, M. (2004). E-business 2.0: road map for success. Addison-Wesley.

Mohammad, R. A. (2003). Internet marketing: build advantage in a networked economy (2nd ed.). New York: McGraw-Hill.

Lai, S., Hsiao, Y., Yang, Y., Huang, Y., & Lee, I.. (2009). The Mediating Influence of Service Quality Satisfaction and Information Trust on the e-CRM Process Model: An Empirical Bank Marketing Research. Journal of American Academy of Business, Cambridge, 15(1), 243-253. Retrieved May 30, 2011, from ABI/INFORM Global. (Document ID: 1771190051).

Strauss, J., EL-Ansary, A., & Frost, R. (2009). E-marketing (5th ed.). New Jersey: Pearson Education.

Turban, E., King, D., Lee, J. K., & Viehland, D. (2006). Electronic commerce 2006: a manajerial perspective. New Jersey: Pearson Education.

Downloads

Published

2011-05-30
Abstract 793  .
PDF downloaded 1324  .