DEVELOPING CUSTOMER RELATIONSHIP MODEL TO SUPPORT PHILATELY SERVICES IN INDONESIA (CASE STUDY : UNIT FILATELI PT POS INDONESIA)

• Main Author: BUDI (NIM 23505018), CHANDRA
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/7490
• Institution: Institut Teknologi Bandung

Unit Filateli is part of PT Pos Indonesia, which is responsible for publishing dan circulating stamps in Indonesia. Stamps is used as delivery payment methods for letter and also collectible items. Unit Filateli faces a tough situation to get its loyal customers because of not only the changing in common communication methods but also the attractiveness of other hobbies. This thesis investigates how to increase and maintain interest in philately by building relationship with stamps collector through Customer Relationship Management (CRM) concept. <br /> <br /> <br /> <br /> To address this goal, this thesis analyze unique characteristics of Indonesian stamp collectors and to design philately personalization model which is integrated into CRM Philately Model. To develop philately information system based on information system architecture developed by James O’Brien and James A. Marakas, there are several steps that must be followed. First, there must be business visioning development to make the website vision and mission by doing SWOT Analysis companied by Internal Strategic Factor Analysis Summary (IFAS) and External Strategic Factor Analysis Summary (EFAS). The result from this method will be integrated with General Electric Matrix. Next, the adequate strategy for the website will be constructed with the Philately CRM Model as the business model followed by the identification of main business function dan business process. The design of business/information technology architecture is constructed by presenting data architecture design, application architecture design, technology platform and user interface design. Then, the evaluation is performed to check whether the feature provided fits with the stamp collectors’ need and to check whether the website is easy to use. <br /> <br /> <br /> <br /> In conclusion, information technology/business planning process introduced by O’Brien and maracas can give guidance in the development of philately system. It needs to be integrated with personalization for the website to fulfill the personal need of stamps collector. Based on the stamps collector's review the development of the system should encourage them to be more active philatelist so it can help achieve the system’s development goal. <br />