Lectures: Monday, 1.30pm, KU3.09.15
Instructor: Alvi Syahrina
Exam Date tba
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Course Summary
Mahasiswa mampu merancang strategi hubungan pelanggan perusahaan, menggunakan tool dan aplikasi e-CRM untuk perusahaan.
Course Handbook
- Buttle, F. (2015). Customer relationship management. Routledge. https://drive.google.com/file/d/1ySXlPOrdMiJnUhzZd3XMSFTBOtGkDrkn/view?usp=sharing
- Greenberg, P. (2010). CRM at the speed of light: social CRM strategies, tools, and techniques for engaging your customers. New York, NY: McGraw-Hill. https://drive.google.com/open?id=1cGE7Uo9az4UHZnIsqMbuEmsl_xb8whGz
Lecture 1 – Introduction
- Topics covered: CRM definition, CRM benefits, CRM Models, Social CRM
- Slide link: https://docs.google.com/presentation/d/1vFNj3BUJYkgAUMtnq-b84_kYkhuVI8R6KDj15Un-upA/edit?usp=sharing
Lecture 2 – Understanding Relationship
- Topics covered: Relationship factors, customer churn, customer retention, customer lifetime value
- Slide link: https://docs.google.com/presentation/d/1zRgkto3DLUGQwLWBJzS4QXoTx7TIz9ildYxw_Ts-b4E/edit?usp=sharing
Tugas 1
- Make group of 2 people
- Choose a topic:
- Food and Beverages
- Telecommunication Providers
- E-commerce marketplace
- Travel provider
- Etc
- Survey min 3 similar companies on how they make loyalty program
- Gather data through website, social media, etc
- Submit your presentation by email to [email protected]
- File format: .pdf
- Subject: CRM – Task 1 – Team Name
- Date: September 1, 9pm
Lecture 3 & 4 – Hands on Workshop using IDIC Model CRM
- Slides https://docs.google.com/presentation/d/1YjGXrOLH8rSjUrS_RvHlJ4N2AKJkKuuGGKIfifWSw_E/edit?usp=sharing
Lecture 5 – Identifying Customers
- Slides https://docs.google.com/presentation/d/1uNyXHXEoDSda20fiQA5bKWGTLnX1-FGIRn58y0Ri1NA/edit?usp=sharing
Lecture 6 – Building Customer-related Database
- Slide https://drive.google.com/open?id=15PMlcZYrwUTwzExnO-GKLrGNdF1w7G5F
- Video
- Why Amazon is Worth $1 Trillion Dollars https://www.youtube.com/watch?v=cp1Aq4h3sXA
- Apa itu Big Data? https://www.youtube.com/watch?v=WVozcDVFl5A
Lecture 10-11 – Operational CRM
- Slide https://docs.google.com/presentation/d/1LX97VlFIj3fRwK3SVFPyWqwLMwbquzypjJ7QQKYBAVU/edit?usp=sharing
Lecture 12 – IT for CRM
Tugas Besar
https://docs.google.com/presentation/d/1LX97VlFIj3fRwK3SVFPyWqwLMwbquzypjJ7QQKYBAVU/edit?usp=sharing
Please submit:
- Laporan & Video to [email protected]
- Laporan to my desk at C324 Gd Karang FRI