DESIGN OF CUSTOMER RELATIONSHIP MANAGEMENT MODEL OF A POSTPAID PRODUCT (CASE STUDY: PT EXCELCOMINDO PRATAMA. TBK.)

• Main Author: GEDE AGUS WIBAWA , I
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/12986
• Institution: Institut Teknologi Bandung

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.