MODUL 12 CUSTOMER RELATIONSHIP MANAGEMENT

Satu set ORGANISASI saling bergantung yang memudahkan pemindahan kepemilikan sebagaimana produk bergerak dari produsen ke pengguna bisnis atau konsumen. Marketing Channels Marketing Channels

Rantai terhubung dari semua badan usaha, baik internal maupun eksternal perusahaan, yang melakukan atau mendukung fungsi LOGISTICS. Supply Chain

Spesialisasi dan pembagian kerja Mengatasi perbedaan Memberikan efisiensi kontak

 Menciptakan efisiensi yang lebih besar  Menyediakan biaya yang lebih rendah  Mencapai skala ekonomi  Produsen Aids yang kekurangan sumber daya untuk pasar secara langsung  Membangun hubungan yang baik dengan pelanggan

Siapa perantara saluran dan nilai apa yang mereka berikan?

Pengecer Sebuah perantara saluran yang menjual terutama untuk PENGGUNA FINAL. Sebuah perantara saluran yang menjual terutama untuk PENGGUNA FINAL. Pedagang Grosir Pedagang Grosir Sebuah Lembaga Yang MEMBELI barang Dari PRODUSEN, mengambil Barang, menyimpannya di gudang Dan Menjualnya kemudian mengirimkannya. Agents and Brokers Agents and Brokers Grosir perantara yang memfasilitasi penjualan produk dengan REPRESENTING anggota saluran.

Retailers MerchantWholesalers MerchantWholesalers AgentsandBrokers AgentsandBrokers

karakteristik produk pertimbangan pembeli Karakteristik pasar

PROMOSI NEGOSIASI PENGAMBILAN RISIKO PENELITIAN FINANCING DISTRIBUSI SECARA FISIK MENYIMPAN SORTIR FUNGSI FASILITAS FUNGSI TRANSAKSIONAL FUNGSI TRANSAKSIONAL FUNGSI LOGISTIK

CHANNEL INTERMEDIARIES Retailers Wholesalers Agents and Brokers Retailers Wholesalers Agents and Brokers CHANNEL FUNCTIONS Transactional Logistical Facilitating Transactional Logistical Facilitating Perform

Producer Consumers Retailers Wholesalers Agents or BrokersWholesalerChannelRetailerChannelDirectChannelAgent/BrokerChannel

Producer Industrial User DirectChannel Producer Govt. Buyer DirectChannel Producer Industrial User Industrial Distributor Agents or Brokers Agents or Brokers Agent/BrokerChannel Industrial Distributor Agent/Broker Industrial Channel

CONSUMER CHANNELS  Direct  Retail  Wholesaler  Agent/broker  Direct  Retail  Wholesaler  Agent/broker BUSINESS CHANNELS  Direct  Industrial  Agent/broker  Agent/broker industrial  Direct  Industrial  Agent/broker  Agent/broker industrial ALTERNATIVE CHANNELS  Multiple  Nontraditional  Strategic alliances  Multiple  Nontraditional  Strategic alliances

FactorsAffectingChannelCHOICEFactorsAffectingChannelCHOICE Producer Factors Product Factors Market Factors Exclusive Distribution Selective Distribution Intensive Distribution Level of Distribution INTENSITY

Market Factors That Affect Channel Choices Market Factors That Affect Channel Choices Customer profiles Consumer or Industrial Customer Consumer or Industrial Customer Size of market Geographic location

Product Factors That Affect Channel Choices Product Factors That Affect Channel Choices Product Complexity Product Standardization Product Life Cycle Product Delicacy Product Price

Market Factors That Affect Channel Choices Market Factors That Affect Channel Choices Customer profiles Consumer or Industrial Customer Consumer or Industrial Customer Size of market Geographic location

Product Factors That Affect Channel Choices Product Factors That Affect Channel Choices Product Complexity Product Standardization Product Life Cycle Product Delicacy Product Price

Producer Factors That Affect Channel Choices Producer Factors That Affect Channel Choices Producer Resources Number of Product Lines Desire for Channel Control

Apa isu-isu pengaruh yang strategi saluran?

Partnering Conflict Leadership Control Power

Conflicts may occur if channel members:  Have CONFLICTING goals  Fail to fulfill EXPECTATIONS of other channel members  Have IDEOLOGICAL differences  Have different PERCEPTIONS of reality

Supply Chain Team Sourcing & Procurement Production Scheduling Order Processing Inventory Control Warehouse & Materials Handling Transportation Logistics Information System

 Plan purchasing strategies  Develop specifications  Select suppliers  Negotiate price and service levels  Reduce costs The Role of Purchasing: