Tugas CRM

CRM adalah Customer Relationship Management

Saya akan membagikan file hasil tugas mata kuliah CRM bab Nilai Pelanggan

Customer relationship management (CRM) is an approach to managing a company's interaction with current and potential customers. It uses data analysis about customers' history with a company and to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.^[1]
One important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials, and more recently, social media.^[2] Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.

Customer value is the value received by the end-customer of a product or service. End-customer can include a single individual (consumer) or an organization with various individuals playing different roles in the buying/consumption processes. Customer value is conceived variously as utility, quality, benefits, and customer satisfaction.
Customer Value Management started by Ray Kordupleski in 1980s and discussed in his book: Mastering Customer Value Management and extended version of it is Total Customer Value Management modified by Gautam Mahajan and first exposed in his book: Customer Value Investement: Formula for Sustained Business Success and Total Customer Value Management.

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pengertian crm 
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