A Practical Approach to Implement CRM: A Case Study  

Oleh:

Maukar, Anastasia L. ; Anthony S. ; Maukar, Sebastian R.

Jenis: Article from Journal - ilmiah nasional
Dalam koleksi: Jurnal Teknologi Industri vol. 9 no. 4 (Oct. 2005), page 283-290.
Topik: Business Process Analysis; CRM; ERM; Database

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ83.6 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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facing the global economic trade, every company has been finding competitive strategy. DWP an IT System integrator, concentrates on providing networking solutions and hardware devices. As a service company, having direct contact with its customers, the management realized the imoortance of Customer Relationship Management in place to address what customer want and how to satisfy them. A database, designed for CRM, is created by analyzing current practice, proposing new system and visualizing them using flowchart, data and process diagram. Having reliable customer relationship system will ease management for making relation with custner either maintaining the remaining or finding the new ones. Eventually the CRM system can be integrated into other related system such as Enterprise Resource Planning and Supply Chain Management.

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