Analisis Perancangan Customer Relationship Management Berbasis Web pada PT ASP Jakarta
Keywords:CRM, e-CRM, website, customers
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.
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.
Authors who publish with this journal agree to the following terms:
a. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License - Share Alike that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
b. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
c. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
All articles published Open Access will be immediately and permanently free for everyone to read and download. We are continuously working with our author communities to select the best choice of license options, currently being defined for this journal as follows: Creative Commons Attribution-Share Alike (CC BY-SA)