DESIGN OF CUSTOMER RELATIONSHIP MANAGEMENT MODEL OF A POSTPAID PRODUCT (CASE STUDY: PT EXCELCOMINDO PRATAMA. TBK.)
Tight competition happens in telecommunication business. In business world, communication with customers is the trigger and the key of company success. Telecommunication company encounter difficult challenge in keeping customers related with development of information technology and fast growth o...
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| Format: | Theses |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/12986 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | Tight competition happens in telecommunication business. In business world,
communication with customers is the trigger and the key of company success.
Telecommunication company encounter difficult challenge in keeping customers
related with development of information technology and fast growth of
competitors. One of the solutions to deal with it is by using Customer
Relationship Management (CRM) concept.
To achieve that goal in this thesis, need an identification of business requirement
of CRM model design. Business requirement identification is done by implement
CRM analysis strategy which divided in three parts which is, Operational CRM
Analytical CRM and Collaborative CRM, in this case analysis done on CRM
implementation on enterprise, problems in implementation, development stage,
challenges in CRM implementation and customer segmentation. Analysis inside
company is done by decrypting information system which divided in three parts
which is function/process, data and network/location. Ideas of CRM modeling
done in process/function design, data design, and network/location design,
customer service and call center design, customer information website design.
CRM modeling design in enterprise adjusted with analysis result against system
characteristic, system information architecture, environmental and business
process analysis. Results of the analyses are used to design CRM model as model
ideas that have been chosen. Technique used in CRM system model is by Unified
Modeling Language (UML).
Final result of this model design is in the form of model design business process,
model design data, and model design network for customer management,
marketing management, sales management, customer service and call center
management. Customer information website design is done to give service for
customers to inform service request, product complaints and find information
about customer account number of company service through internet. |
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