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esa unggul
 

esa unggul

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materi 4

materi 4

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    esa unggul esa unggul Presentation Transcript

    • CUSTOMER RELATIONSHIP MANAGEMENT
      MEDIA AND CHANNEL STRATEGY
    • THE PROCESS OF CRM
    • Comparison
    • THE MESSAGE
    • CASE STUDY: VALUE
    • CASE STUDY
    • Value Delivery
    • Media and Channel
      Sales Force
      Direct Mail
      Website
      Outlet
      Advertising
      Social Media
      Customer Centre
    • DIRECT MAIL
    • OUTLET
    • Sales Force
    • Customer Centre
    • WEB
    • Comparison
    • The Rule
      • Different channels offer different competencies and abilities.
      • Different customers have different purchasing styles
    • THE IMPACT of TECHNOLOGY
      Disintermediation, where changes in the current business model or advances in technology mean that a company no longer needs to use intermediaries to create value for end-consumers.
      Reintermediation, where changes in the current business model or advances in technology result in new types of intermediary that can create more value than was possible in the previous channel structure.
    • DISCUSS