presentasi 2 customer knowledge management (ckm)
TRANSCRIPT
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Customer Knowledge Management (CKM)
Kelompok:
Nine Dian Nurani 1301025221Celvi Kosasih 1301029251Felicia Marsha 1301030392Tiara Febrina 1301030423Errik 1301032694Albert Hadiyanto Prijatna 1301035102
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Customer Knowledge
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• Customer merupakan salah satu kunci sukses dari perusahaan
• “It takes months to find a customer… …seconds to lose one”
• Customer Satisfaction = Perception – Expectation
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Customer Knowledge
• Memahami customer, kebutuhan, keinginan, dan tujuan mereka
• Semuanya disesuaikan dengan proses, produk, dan servis untuk membangun hubungan dengan customer
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Kenali Customer Kita
• Siapa mereka• Apa yang mereka beli/bayarkan• Pengalaman/nilai yang diharapkan atas harga
yang sudah dibayarkan
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Knowledge Management
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Tipe Knowledge
• Tacit knowledgeo Subjektifo Tidak dapat diekspresikan dalam kata-kata (tidak
dapat didokumentasikan)• Explicit knowledge
o Objektifo Dapat diekspresikan dalam kata-kata (dapat
didokumentasikan)
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Knowledge vs Knowledge
• Internal vs External Knowledge• Theoretical vs Practical Knowledge• Individual vs Collective Knowledge• Tacit vs Explicit Knowledge
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Pemanfaatan/Penggunaan Knowledge
• Knowledge identification• Knowledge gathering• Knowledge organization• Knowledge storage• Knowledge distribution and sharing
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Cycle of Knowledge
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Customer Relationship Management (CRM)
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• Aktivitas perusahaan yang berkaitan dengan pengembangan dan retensi pelanggan melalui peningkatan kepuasan dan loyalitas
• Dibutuhkan untuk mencapai keseimbangan optimal antara investasi perusahaan dan kepuasan dari kebutuhan pelanggan untuk menghasilkan keuntungan maksimal
• Berfokus dalam menciptakan dan memelihara pelanggan yang setia dan stabil dengan meningkatkan dan mendukung layanan pelanggan yang sangat baik, menawarkan rencana pemasaran untuk pelanggan individu dan kelompok, serta sering mengukur nilai hubungan pelanggan dan kepuasan pelanggan.
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Social CRM
• Trend CRM saat ini• Menggunakan dukungan teknologi/media
sosial (Twitter, Facebook)
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Customer Knowledge Management (CKM)
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• CKM = CRM + KM• Hal mendasar untuk banyak perbaikan dalam
hal nilai pelanggan• Dibuat dan dibagikan melalui proses diskusi
dengan tanya jawab antar pelanggan
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Tipe Customer Knowledge
• Knowledge about the Customer• Knowledge from the Customer• Knowledge for the Customer
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• Keberhasilan integrasi customer knowledge ke dalam organizational knowledge dapat menyebabkan proses bisnis yang lebih optimal, peningkatan produk dan jasa, dan jumlah inovasi yang lebih tinggi
• Pengintegrasian customer knowledge tidak hanya memberikan banyak keuntungan bagi perusahaan, tetapi juga untuk pelanggan
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CKM Software
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Cloud Computing
• CKM sekarang ini menggunakan teknologi cloud computing
• Berbasis internet• Perusahaan menggunakan jasa pihak ketiga
untuk membuat aplikasi CKM
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Thank You