E-CRM
Femme Sabaru - 1501170135 | Aditya Gisheila 1501152025 | Aninda Harapan - 1501152744 |
Harry - 1501145272 | Andrew Khosugih 1501156143
06PLM – GROUP 9
ABSTRACT
PURPOSE TO WRITING is to understand what e-crm is and also how to create a
good e-crm system. E-crm is electronic customer relationship manager which has the
function to attracting, maintaining, and enhancing customer relationship within
organization. In implementing e-crm solution, organization must consider between the
non-electronic solution or the cloud solution, which one of those solution is the most
suited solution for the organization.
ANALYSIS METHODOLOGY that we used to make this writings is the literature
study which collecting all data about e-crm which include explanation and how to
implement the e-crm.
RESULT ACHIEVED is understanding about e-crm completely, also to have the
knowledge about differentiation between crm and e-crm. Also to understand how ecrm works, the methodology in implementing e-crm , considering the best e-crm
solutions for organization, modules inside e-crm, levels in e-crm and the parameter
how a success e-crm is.
CONCLUSION is with all the explanation in this paper, reader will understand all
about e-crm .
Keywords : e-crm, e-crm solutions, differentiation between e-crm and crm.
Table of Contents
ABSTRACT .................................................................................................................. 2
CHAPTER 1 INTRODUCTION .................................. Error! Bookmark not defined.
Background............................................................................. Error! Bookmark not defined.
Scope........................................................................................ Error! Bookmark not defined.
Objective and Benefits ........................................................... Error! Bookmark not defined.
Methodology ........................................................................... Error! Bookmark not defined.
CHAPTER 2 LITERATURE REVIEW .................................................................... 4
Definition of Business.......................................................................................................... 6
Definition of Enterprise ...................................................................................................... 6
Definition of Resource ........................................................................................................ 6
Definition of Planning ......................................................................................................... 6
Definition of Enterprise Resource Planning ........................ Error! Bookmark not defined.
CHAPTER 3 DISCUSSION........................................................................................ 6
Advantages of ERP ................................................................ Error! Bookmark not defined.
Disadvantages of ERP ............................................................ Error! Bookmark not defined.
Industries with ERP Application .......................................... Error! Bookmark not defined.
ERP Tool ................................................................................. Error! Bookmark not defined.
Effectiveness of using ERP .................................................... Error! Bookmark not defined.
Financial Advantages of ERP ............................................... Error! Bookmark not defined.
CHAPTER 4 CONCLUSION ..................................................................................... 7
Conclusion............................................................................... Error! Bookmark not defined.
Suggestion ............................................................................... Error! Bookmark not defined.
References ................................................................................................................... 12
BIOGRAPHY ............................................................................................................. 13
Chapter 1
Introduction
Background
The world in 21st century is not the same as the others. The way people talk even
interact with each other are not the same. Technological thing are more used nowadays.
Everyone holding smart-phones, ipad, or other gadget. Even company also implement
technological things to reach their customer, from online shopping until customer relationship
management. As we can see before, customer tends to sent message towards newspaper or
letter to the company to speak their suggestions or comment about a product or services, or
telephoning the call center. That methods are still implemented but since people are already
using smart-phones and everything is related to web nowadays, so E-CRM start to implement
in several companies.
In order to get closer with customer easily and let customer gives comment and
suggestions towards the products or services, e-CRM could helps a lot. E-CRM is not just the
call center, self-service website. It’s an improvement in manual customer relationship
management. E-CRM also helps company to perform better. E-CRM is not only helps
company in on division but very suggestions or comment that customer made will be seen in
every division. Customer can easily post their reviews and rate the company on web by using
their smart-phones or other gadgets.
E-CRM is made in order to understand customer more and to stored what’s customer’s
need so company can perform and produce better products or services.
Objectives and Benefits
The objectives of this E-CRM themed paper is to give explanation and understanding
about E-CRM.
Benefits :


Figure out about E-CRM
Obtain more knowledge about E-CRM
Methodology
Method that being used on this paper :

Data collection Method

Literature study through e-books and journals.
CHAPTER 2
Literature Review
Definition of Electronic
Definition of electronic is the device or technology associated with or employing low voltage
current and solid state integrated circuits or components, usually for transmission and/or
processing of analog or digital data.
Definition of Customer
Definition of customer is a party that receives or consumes products (goods or services) and
has the ability to choose between different products and suppliers.
Definition of Relationship
Definition of relationship is a connection between variables, such as correlation, or between
people, such as marriage.
Definition of Management
Definition of management is the organization and coordination of the activities of a business
in order to achieve defined objectives. Often included as a factor of production along with
machines, materials and money.
Definition of Customer Relationship Management
Definition of Customer Relationship Management is a management philosophy to which a
company’s goals can be best achieved through identification and satisfaction of the
customer’s stated and unstated needs and wants. It helps in profiling prospects, understanding
their needs, and in building relationships with them by providing the most suitable products
and enhanced customer service.
CHAPTER 3
DISCUSSION
e-CRM Definition
e-CRM (Electronic Customer Relationship Management) is an enterprises using IT to integrate internal
organization resources and external marketing strategies to understand and fulfill their customers needs.
Comparing with traditional CRM, the integrated information for eCRM intra organizational collaboration can be
more efficient to communicate with customers. e-CRM concerns all forms of managing relationships with
customers making use of IT (Information Technology). e-CRM direct all the CRM functions with the use of the
net environment i.e., intranet, extranet and internet. Electronic CRM concerns all forms of managing
relationships with customers making use of information technology (IT).
e-CRM is not just your call center, self-service Web site, sales force automation tool or the analysis of
customers' purchasing behaviors. E-CRM is all of these initiatives working together to enable you to more
effectively respond to your customers' needs and to market to them on a one-to- one basis. It's about the
customer, not any individual piece of technology. If we evaluate and understand how our customers behave and
how we need to respond to them, then we can begin to understand the component pieces of e- CRM.
e- CRM success factors:
1. Developing customer-centric strategies
-
Acquisition of information about the customer
-
What actions to take as a result of this knowledge
2. Redesigning workflow management systems
-
Re-engineering the business process around the customer
-
All interactions with customers recorded in one place
3. Re-engineering work processes
-
Respond to customers through their preferences of choice
-
E-mail, phone, chat line, etc.
4. Supporting with the right technologies
-
Technology update is required
-
Custom changes towards initial technology implementation
-
Product centric focus vs. customer centric focus
e- CRM Advantages compare to CRM:
-
Traditional CRM approach: call centers
-
Rapid growth of customer base
-
Sharp increase in service inquiries
-
Adding more customer service representatives would be costly
-
To improve customer’s experience in doing business with Sprint
-
Core differentiator in the industry/competitive advantage
e- CRM Disadvantages:
-
Designing, creating and implementing IT projects has always been risky. Not only because of the amount
of money that is involved, but also because of the high chances of failure.
-
Difficulty in measuring and valuing intangible benefits.
-
Failure to identify and focus on specific business problems.
-
Lack of active senior management sponsorship.
-
Poor user acceptance.
-
Trying to automate a poorly defined process.
Differences of e-CRM and CRM method:
Aspects
Customer Approach
e-CRM
CRM
The companies has built new model of
The companies still using phones, faxes,
technology in contacting the customers
and through chatter in retail store when
through Internet, mail addresses, wireless
contacting the customers.
chatting, and PDA technologies.
Customization and
Personalized individual views based on
Differences audiences can be viewed based
personalization of
purchase
and not for individual that needs time to
information
Individual has ability to customize view.
history
and
preferences.
track for more personal views.
Interface
Mostly depends on front end, which
The depending on ERP systems and
interacts with the back-end through use
proving emphasis on the back end user.
of ERP systems, data warehouses, and
data marts.
Client
Does
not
have
these
requirements
because the client uses the browser.
The client must download and install many
various applications that needed to be used
for contact and it will meet difficulties
when meets different platforms.
System maintenance
The more faster and cheaper because can
The expensive and more costly when using
and modification
conducting
and
the system especially at different locations
maintenance whenever there are browser
and on various servers when conducting the
and Internet.
implementation and maintenance.
implementation
e-CRM Implementation Goal:
-
Offer an efficient customer self-service where customers could learn about products, purchase service
plans, phones and accessories, manage their account, request service and support all in one place
-
Improve quality of service while reducing costs
-
Reduce the number of calls to the service center
-
Universal expand link to partners and suppliers
-
Integration of telephone, e-mail and Web environments
-
Allowed the company to bring together all the members of the customer service community: marketing and
sales, finance and accounting, distribution
-
Customer access to every company function in one familiar pl (L. Ryals and A. Payne, 2001)ace
-
Customer interaction demand fulfill
-
eCRM return of investment cost in short period of time
CHAPTER 4
CONCLUSION
CONCLUSION
E-crm is electronic customer relationship manager which has the function to attracting,
maintaining, and enhancing customer relationship within organization. In implementing e-crm
solution, organization must consider between the non-electronic solution or the cloud
solution, which one of those solution is the most suited solution for the organization. E-CRM
is all of these initiatives working together to enable you to more effectively respond to your
customers' needs and to market to them on a one-to- one basis.
e- CRM success factors:
1. Developing customer-centric strategies
2. Redesigning workflow management systems
3. Re-engineering work processes
4. Supporting with the right technologies
e- CRM Advantages compare to CRM:
-
Traditional CRM approach: call centers
-
Rapid growth of customer base
-
Sharp increase in service inquiries
-
Adding more customer service representatives would be costly
-
To improve customer’s experience in doing business with Sprint
-
Core differentiator in the industry/competitive advantage
e- CRM Disadvantages:
Designing, creating and implementing IT projects has always been risky.
Difficulty in measuring and valuing intangible benefits.
Failure to identify and focus on specific business problems.
Lack of active senior management sponsorship.
Poor user acceptance.
Trying to automate a poorly defined process.
e-CRM Implementation Goal:
-
Offer an efficient customer self-service
-
Improve quality of service while reducing costs
-
Reduce the number of calls to the service center
-
Universal expand link to partners and suppliers
-
Integration of telephone, e-mail and Web environments
- Allowed the company to bring together all the members of the customer service
community: marketing and sales, finance and accounting, distribution
-
Customer access to every company function in one familiar place
-
Customer interaction demand fulfill
-
eCRM return of investment cost in short period of time
SUGGESTION
Because of the limitation of time, we are suggesting some necessary parts that need to be
developed:

We can discuss about e-crm implementation in a company

The e-crm development

The real e-crm activities
Bibliography
Bernard, S. A. (2012). EA3. In S. A. Bernard, EA3 : An Intorduction to Enterprise
Architecture (p. 31). AuthorHouse.
Chandra Satish, Ted J. Strickland. (2004). Technologial Differences Between CRM and
eCRM.
L. Ryals and A. Payne. (2001). Customer Relationship Management In Financial Services :
Towards Information-Enabled Relationship Marketing.
BIOGRAPHY
A. Biography
1
Full Name (with title)
Femme Lienda Hiwusala Sabaru
2
Gender
Female
3
Major
Information System
4
NIM
1501170135
5
D.O.B.
February 22nd 1993
6
E-mail
femme.sabaru@gmail.com
7
Tel. Number / HP
081999100630
B. Education History
SD
SMP
SMA
Institution
Sekolah
Dyatmika, Bali
Sekolah
Dyatmika, Bali
SMA Taman
Rama, Jimbaran
Year
1999-2005
2005-2008
2008-2011
C. Rewards & Appreciations
No
Reward Type
Institution
Year
A. Biography
1
Full Name (with title)
Aditya Gisheila Nastiti Prameswara
2
Gender
Female
3
Major
Information System
4
NIM
1501152025
5
D.O.B.
19th October 1993
6
E-mail
adityagh19@gmail.com
7
Tel. Number / HP
0811 877 3538
B. Education History
SD
SMP
SMA
Institution
SDS Angkasa 1,
Jakarta
SMP N 103,
Jakarta
SMAT Krida
Nusantara,
Bandung
Year
1999 – 2005
2005 – 2008
2008-2011
C. Rewards & Appreciations
No
Reward Type
Institution
Year
A. Biography
1
Full Name (with title)
Aninda Harapan
2
Gender
Female
3
Major
Information System
4
NIM
1501152744
5
D.O.B.
April 22nd 1994
6
E-mail
nindaaninda94@gmail.com
7
Tel. Number / HP
087883496826
B. Education History
SD
SMP
SMA
Institution
Baptis Elim
Kristen
Ketapang 1
Kristen Ketapang
1
Year
1999-2005
2005-2008
2008-2011
C. Rewards & Appreciations
No
Reward Type
Institution
Year
A. Biography
1
Full Name (with title)
Andrew Khosugih
2
Gender
Male
3
Major
Information Systen
4
NIM
1501156143
5
D.O.B.
1st February 1993
6
E-mail
Andrew_khosugih@yahoo.co.id
7
Tel. Number / HP
08988081295
B. Education History
SD
SMP
SMA
Institution
Chandra Kusuma
Chandra Kusuma
Ricci 1
Year
1999-2005
2005-2008
2008-2011
C. Rewards & Appreciations
No
Reward Type
Institution
Year
A. Biography
1
Full Name (with title)
Harry
2
Gender
Male
3
Major
Information System
4
NIM
1501145272
5
D.O.B.
April 5th 1993
6
E-mail
harrybinusorg@gmail.com
7
Tel. Number / HP
087869551230
B. Education History
SD
SMP
SMA
Institution
SD Methodist 3,
Medan
SMP Methodist
3, Medan
SMA Methodist
2, Medan
Year
1999-2005
2005-2008
2008-2011
C. Rewards & Appreciations
No
Reward Type
Institution
Year