MARKETING INFORMATION SYSTEMS AND THE SALES ORDER Sistem Informasi Enterprise Rani Susanto

Fitter Snacker

Masalah FS membagi Sistem Informasi perusahaan menjadi 3 bagian : Sales Order System Warehouse and Supply Chain Management Accounting Informasi dari setiap sistem di share dalam bentuk : Periodic File transfer Manual  Print kertas Banyak transaksi manual memungkinkan error data entry. Masalah

Sistem Informasi di FS tidak terintegrasi  tidak efesien dan ongkos yang mahal Informasi tidak bisa didapatkan secara Real Time Image Perusahaan menjadi buruk Akibat

Solusi Semua Fungsi saling berelasi Penerapan ERP Semua Fungsi saling berelasi Semua data, informasi dan transaksi tersimpan dalam satu database central Seluruh transaksi dan dokumen dilakukan secara elektronik Memudahkan level manajerial dalam pengambilan keputusan Solusi

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

CRM is a combination of business process and technology that seeks to understand a company’s customers from a number of perspectives including: Who they are? What they do? What do they like? Only by integrating sales and service infrastructure with all aspects of operations can management see change in customer relationships BASIC OF CRM ?

The approach of identifying, establishing, maintaining, and enhancing lasting relationships with customers. The formation of bonds between a company and its customers. A business strategy to select and manage customers to optimize long-term value. An integrated approach to identifying, acquiring and maintaining customers. CRM IS?

Traditional Marketing vs CRM Goal: Expand customer base, increase market share by mass marketing Goal: Establish a profitable, long-term, one-to-one relationship with customers; understanding their needs, preferences, expectations Product oriented view Customer oriented view Mass marketing / mass production Mass customization, one-to-one marketing Standardization of customer needs Customer-supplier relationship Transactional relationship Relational approach Traditional Marketing vs CRM

Framework for CRM Identifikasi prospek dan konsumen Membedakan konsumen berdasarkan kebutuhan dan nilai untuk perusahaan Meningkatkan pengetahuan perusahaan Penyesuaian untuk setiap pelanggan Framework for CRM

The New CRM Architecture: Organizing around the Customer Cross-Functional Processes Breaking Down Departmental Walls Acquire Integrated CRM Applications { Retain Direct Marketing Sales Force Automation Cross-Sell & Up-Sell Customer Support Proactive Service Complete Integrated Solutions Partial Functional Solutions Customer Lifecycle Enhance The New CRM Architecture: Organizing around the Customer

The Relationship Between Operational CRM and Analytical CRM Sales Marketing Customer Service and Support Customer-facing Applications Customer Data Warehouse Search and Comparison Customized Products Technical Information Personalized Web Pages FAQ E-mail / Auto Response Loyalty Programs Customer-touching Applications Data Mining Decision Support Business Intelligence OLAP The Relationship Between Operational CRM and Analytical CRM

The Top 11 CRM Manufactures Are: Company Product name 1. Microsoft Microsoft Dynamics CRM 3.0 2. Sage Software SalesLogix CRM 3. SAP America Inc. SAP Business One CRM 4. Parature Inc. Parature 5. Entellium Entellium CRM 6. Pivotal corp. Pivotal CRM 7. Maximizer Software Maximizer Enterprise CRM 8. Netsuite Inc. NetSuite CRM+ 9. Oncontact Software Oncontact V 10. ADAPT Software Applications ADAPT crm 11. Exact Software North America e-Synergy The players....