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Marketing VS Customer Relationship Management By Langgeng Setyono Business Administration

Relationship Marketing VS Customer Relationship Management

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Relationship Marketing VS Customer Relationship Management. By Langgeng Setyono Business Administration . Marketing is a very important part in the business organization. . Marketing. Important. Introduction. A successful business organization must have a good marketing management. . - PowerPoint PPT Presentation

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Page 1: Relationship Marketing VS  Customer Relationship Management

Relationship Marketing VS Customer Relationship Management

By Langgeng SetyonoBusiness Administration

Page 2: Relationship Marketing VS  Customer Relationship Management

Introduction

Marketing is a very important part in the business organization.

Marketing Important

Page 3: Relationship Marketing VS  Customer Relationship Management

Introduction

A successful business organization must have a good marketing management.

Marketing

Success Company Success

Failed Company Failed

Page 4: Relationship Marketing VS  Customer Relationship Management

Marketing Duties

Getting customers or consumers

Maintaining customer

Face environmental changes including competitive response

Need Strategy

Marketing Relationship

Customer Relationship Marketing

Page 5: Relationship Marketing VS  Customer Relationship Management

Our Problem

(a)What is a relationship Marketing?

b) What is a Customer Relationship Management?

c)What is the importance of Relationship marketing and Customer Relationship Management in the business?

(d) what the differences CRM and Relationship Marketing?

Page 6: Relationship Marketing VS  Customer Relationship Management

Marketing Relationship CRM The Important of MR VS CRM

Difference Between MR VS CRM

Relationship Marketing

The development of

marketing Customer-centric view

product-centric view

The Reason Why MR become strategy

Page 7: Relationship Marketing VS  Customer Relationship Management

Marketing Relationship CRM The Important of MR VS CRM

Difference Between MR VS CRM

Relationship Marketing

Relationship marketing is growing in the business world because businessmen realize that in order to develop and maintain a business, not only to get a lot of customers, but also how to get customers, nurture and retain those customers

Definition

Page 8: Relationship Marketing VS  Customer Relationship Management

Marketing Relationship CRM The Important of MR VS CRM

Difference Between MR VS CRM

Relationship Marketing

Definition Duncan, and Moriaty relationship marketing is a marketing approach to customers that enhance the company's long-term growth and maximum customer satisfaction.

Kotler and Armstrong, "Relationship marketing is the process of creating, maintaining and transferring excellence, value-laden relationship between customers and other stakeholders".

Page 9: Relationship Marketing VS  Customer Relationship Management

Marketing Relationship CRM The Important of MR VS CRM

Difference Between MR VS CRM

Relationship Marketing

Purposess

Propose that relationship marketing refers to marketing activities aiming at establishing and maintaining “relational exchanges”. Also, continuous process focusing in three communication elements: interaction, dialogue and value. Within a web site’s online environment “communication” could be translated to information exchange, direct two-way communication and customised interactive transactions.

Page 10: Relationship Marketing VS  Customer Relationship Management

Marketing Relationship CRM The Important of MR VS CRM

Difference Between MR VS CRM

Relationship Marketing

Relationship Marketing Program •additional services provided to support

the main product, is also an important component of customer satisfaction.

Customer Service

•customers to make purchases held repeatedly to the company so that the company will benefit.

Loyalty Programs

•intended to establish a relationship between the customer in order to provide information or advice and to create a good relationship between the customer and the company.

Community Building

Page 11: Relationship Marketing VS  Customer Relationship Management

Marketing Relationship CRM The Important of MR VS CRM

Difference Between MR VS CRM

Relationship Marketing

Benefits of Marketing

RelationshipEconomic Benefit

Social benefits

structural bonding

Page 12: Relationship Marketing VS  Customer Relationship Management

Marketing Relationship CRM The Important of MR VS CRM

Difference Between MR VS CRM

Customer Relationship Management

Mariana

•CRM as a management approach that involves the identification, recruitment, development and good customer relationship management to increase the number of consumers who benefit

Gartners Group

•CRM as a business strategy designed to optimize profits, revenue and customer satisfaction premises manage areas relating to corporate customer segmentation

Page 13: Relationship Marketing VS  Customer Relationship Management

Marketing Relationship CRM The Important of MR VS CRM

Difference Between MR VS CRM

Customer Relationship Management

Maintain customer.

Increasing the quantity of sales.

Increasing the rate of purchase.

Aim of CRM

Page 14: Relationship Marketing VS  Customer Relationship Management

Marketing Relationship CRM The Important of MR VS CRM

Difference Between MR VS CRM

Customer Relationship Mangement

Many aspects are covered in the CRM. These aspects will generally deal directly with one of the following aspects:• Front office operations that directly interact with customers such as direct

meeting, phone call, e-mail, online services, etc..• Back office operations are highly influential on the activity on the service in

the front office as part payment, maintenance, planning, marketing, etc..• Business relationships, the interaction with the company and other partners

such as suppliers / vendors, retail outlets and distribution, industrial networks. The external network will support activities in the front and back office.

• Key Data in CRM can be analyzed with a view to planning a campaign to targeted marketing, to understand the business strategy, and decide the success of CRM activities such as market share, customer characteristics, revenues and profits.

Page 15: Relationship Marketing VS  Customer Relationship Management

Marketing Relationship CRM The Important of MR VS CRM

Difference Between MR VS CRM

Customer Relationship Marketing

Basic model of CRM which contain to basic components:• A database of customer activity,• Analyses of the database,• Given the analyses, decisions about customers to

target• tools for targeting the customer,• How to build relationships with the Targeted

customers

Page 16: Relationship Marketing VS  Customer Relationship Management

Marketing Relationship CRM The Important of MR VS CRM

Difference Between MR VS CRM

The Important of MR VS CRM

• At first the company only focused on increasing production capacity and sales volume.

• Manufacturers just thinking how to increase profit only, consumers only in view of an object which only consume goods and services alone.

• Consumers are considered nothing more than just a transactional relationship object, after the transaction the relationship between producers and consumers has been completed.

Old paradigm

Page 17: Relationship Marketing VS  Customer Relationship Management

Marketing Relationship CRM The Important of MR VS CRM

Difference Between MR VS CRM

The Important of RM VS CRM

1. Relationship marketing is an important value in the marketing business enterprise is

2. It is hoped that consumers are satisfied with the products and services offered.

3. able to establish long-term relationship with their customer. Long-term relationship means that loyal customers who have a high retention rate to stay in touch with the company in satisfying their needs and wants are satisfied. The focus of relationship marketing is to acquire and retain customers.

4. treat customers well, increasing the company's core services through value addition, and most importantly provide the service that is needed by each individual. Basically the core of customer relationship marketing.

The Important of MR

Page 18: Relationship Marketing VS  Customer Relationship Management

Marketing Relationship CRM The Important of MR VS CRM

Difference Between MR VS CRM

The Important of RM VS CRM The Important of

CRM

Operational• Operational CRM provides support for business

processes in the front office, such as for sales, marketing and service staff

Analytic• CRM analyzes customer data for a variety of

purposes such as design and execute targeted marketing campaigns, including cross-selling, up-selling

Sales Intelligence• CRM is similar to Analytical CRM is similar to, but

more emphasis on direct sales tool with features to look for opportunities Cross-selling / up-selling / Switch-selling, sales performance, customer trend, customer margin.

Campaign Management.

• Campaign management combines elements between operational and analytical CRM in order to perform the function of the formation of the target groups with specific criteria using customer data

Collaborative• CRM covers aspects related to corporate dealt with

customers on a variety of departments such as sales, technical support, and marketing.

Page 19: Relationship Marketing VS  Customer Relationship Management

Marketing Relationship CRM The Important of MR VS CRM

Difference Between MR VS CRM

Differences Between RM VS CRM

Aspect RM CRMPurpose Mantaining

Relational exchange

To retention and looking for new customer by an application

Characteristics Strategy of concept in marketing

Tools in marketing

Technology No Using Technology

Method Responses the other parties

Using application to looking for name , address, Amount of sales, etc

Page 20: Relationship Marketing VS  Customer Relationship Management

Marketing Relationship CRM The Important of MR VS CRM

Difference Between MR VS CRM

Conclussion

1 CRM is a strategy to retain and develop profitable customer for the company . The goal is meeting the needs of today's consumers to produce better products and services , forming a good relationship .

2 Relationship marketing is the process of creating , maintaining and transferring excellence , value-laden relationship between customers and other stakeholders

3 While relationship marketing is a sales and marketing concept , CRM Refers to the tools used to carry out the concept .

Page 21: Relationship Marketing VS  Customer Relationship Management

Thank You Very Much