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Customer Relationship Management
Sesi 3
Judhie Setiawan, M.Si
 For the American
Marketing Association
(AMA), a brand is a “name,
term, sign, symbol, or design,
or a combination of them,
intended to identify the
goods and services of one
seller or group of sellers and
to differentiate them from
those of competition.”
 These different
components of a brand that
identify and differentiate it
are brand elements.
 A product is anything we can offer to a
market for attention, acquisition, use, or
consumption that might satisfy a need or want.
 A product may be a physical good, a service, a
retail outlet, a person, an organization, a place,
or even an idea.
 A brand is therefore more
than a product, as it can have
dimensions that differentiate
it in some way from other
products designed to satisfy
the same need.
 .....as something that has
actually created a certain
amount of awareness,
reputation, prominence, and
so on in the marketplace.
Studi Kasus di Indonesia
Suzuki Karimun
UMN Sesi 3 CRM_brand relationship
UMN Sesi 3 CRM_brand relationship
UMN Sesi 3 CRM_brand relationship
UMN Sesi 3 CRM_brand relationship
UMN Sesi 3 CRM_brand relationship
UMN Sesi 3 CRM_brand relationship
UMN Sesi 3 CRM_brand relationship
UMN Sesi 3 CRM_brand relationship

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UMN Sesi 3 CRM_brand relationship

  • 1. Customer Relationship Management Sesi 3 Judhie Setiawan, M.Si
  • 2.  For the American Marketing Association (AMA), a brand is a “name, term, sign, symbol, or design, or a combination of them, intended to identify the goods and services of one seller or group of sellers and to differentiate them from those of competition.”  These different components of a brand that identify and differentiate it are brand elements.
  • 3.  A product is anything we can offer to a market for attention, acquisition, use, or consumption that might satisfy a need or want.  A product may be a physical good, a service, a retail outlet, a person, an organization, a place, or even an idea.
  • 4.  A brand is therefore more than a product, as it can have dimensions that differentiate it in some way from other products designed to satisfy the same need.  .....as something that has actually created a certain amount of awareness, reputation, prominence, and so on in the marketplace.
  • 5.
  • 6.
  • 7.
  • 8.
  • 9.
  • 10.
  • 11.
  • 12. Studi Kasus di Indonesia