1.      Pengertian CRM

·      The evolution to CRM

·      CRM defined

·      The CRM architecture

·      Use Just One Solution to Handle All of Your Customer Interactions

2.      Persyaratan untuk Penerapan CRM

·         Evaluate products and processes customers’ terms.

·         Analyze the multiple channels through which the company interacts with customers.

·         Examine how the company understands its customers.  Does it keep good data? How does it get that data? Does information flow between functional areas?

·         Provide fingertip access to all information.

·         Analyze human resources and ensure that everyone has an understanding of philosophy of CRM

3.      Acquire New Customers and Grow Your Business

·         Stop Losing Opportunities

·         See and Understand the Current Sales Situation

·         Gain Information for Accurate Forecasts

4.      Manage Customer Relationships

·         Create Happier Clients Through Better Service

·         Increase Revenues by Overcoming Obstacles to Optimal Sales Performance

·         Gain Valuable Knowledge Through Closer Contact with Your Clients and Company

·         Maintain Contact with your Customers and Company

5.      Sales and Marketing Activity

·         Increase Revenues Through Increased Marketing and Sales Success

·         Solve Inefficiencies in Your Marketing Efforts

·         Easily Evaluate the Effectiveness of Marketing Methods

·         Easily Create Marketing Lists and Campaigns

·         Organize your Promotional Materials

6.      Streamline Your Service and Support Organization

·         Streamline Your Work and Obtain a Better View of Your Customers From any Department

·         Control Costs