2. Customer Service Pertemuan 11 & 12 Mata kuliah: O0274 - INTEGRATED MARKETING COMMUNICATION Tahun: 2009/2010

3. Bina Nusantara University 3 Customer Service  Self-service Customer service Well design ed web sites can offer around the clock service for customers who have access to the internet

4. Bina Nusantara University 4 Self-service customer abuse  Any customer service facilities can damage customer relations if the responses are slow, ineffective or non-existent  Self-service cost savings Self servicing customers save the organization time and money

5. Bina Nusantara University 5 4. New Product Development  Given that all markets constantly pull away from all the products whether they be political, economic, social,technical, ethical or demographic, it follows that products and services have to be constantly improved and replaced.

6. Bina Nusantara University 6 Collecting creative ideas  The website provide a fruitful source of ideas from customers visiting it  Tailor Made Product A reasonable sophisticated database can identify which customers want what  Accelerating NPD Online feedback can directly affect both product development and new product development, facilitating much quicker NPD.

7. Bina Nusantara University 7 5. Internal Communications Intranet The internet is also used for internal communications as an internal internet (intranet) among staff nationally and internationally- sharing expertise and information, preparing presentations, pitches and simply communicating with colleagues around the world. This private network facilitates improved internal communications by distributing marketing, management and human resources information.

8. Bina Nusantara University 8 Internal Communications Extranet Paperless operation can also improve efficiencies. The extranet can be used in other areas like purchasing, where approved suppliers or tenderers have access to stock levels

9. Bina Nusantara University 9 6. Cost Reduction  Developing, designing, servicing and maintaining a web site costs money.  Print and distribution savings Annual reports, sales and technical literature and more can all be distributed on CD ROM (discs) or down the line through the internet. This not only saves print costs but it also saves distribution costs (and pollution).

10. Bina Nusantara University 10 Customer service Savings  On the internet, customers can serve themselves as text and illustrations (and occasionally video clips and sound0 combine to help them move through the required steps of self servicing

11. Bina Nusantara University 11 Stock/inventory savings  To do this the company have to link the dealers into their intranet (extranet).  Collecting cost-savings The dialogue with customers can generate an array of useful suggestions, hints and tips direct from the market-place.

12. Bina Nusantara University 12 Cost reduction/additional revenue generation  Popular web sites attract big audiences. Big audiences attract advertisers, popular sites can sell advertising space on their web pages.  Phone calls savings Email messages can be more efficient an less time-consuming than making phone calls if used in a disciplined manner.

13. Bina Nusantara University 13 7. Distribution Product delivery Newspapers, journals, books, films televisions, records and more can all be digitized and delivered by cable or telephone wire through the internet.

14. Bina Nusantara University 14 Services delivery Already medical, legal and technical advise services are exploiting the digitized distribution trend. In fact many services that are totally intangible lend them selves to delivery through the internet.

15. Bina Nusantara University 15 Products and services purchasing Groceries, travel, hotels, airlines and car hire are already becoming popular purchase through the internet.

16. Bina Nusantara University 16 8. Selling  Few fairytale sales stories  Selling into new markets The internet can certainly help an organization to penetrate new markets since as it crosses borders with ease, it extends the reach of the organization across the world within minutes.

17. Bina Nusantara University 17  Sales management tool The internet can also help management to communicate with sales people, providing them with customer updates, company news, product updates, competitor promotions, sales analysis, presentation packages, graphics, pictures.

18. Bina Nusantara University 18 9. Promotion  Some industry analyst have said that businesses that are not on the internet within the next couple of years will be out of business by the end of the decade.

19. Bina Nusantara University 19 Having presence  For the small percentage of customers who currently want to access you through the internet  For all audiences to see your web address carried on al communication tools (advertisement, product literature  For managers to learn about the web.

20. Bina Nusantara University 20  Interactive advertising Searching for car sites the banner ads will deliver car ads  Direct mail The companies can make their list through partnerships with other web sites where visitor can sign up to receive further mail on subjects tat are interest to them.

21. Bina Nusantara University 21 Sales promotions  Eg; competition to collecting electronic coupons with each visit  Sponsorships The internet can facilitate imaginative sponsorship. So marketers can sponsors another organisation’s web site.

22. Bina Nusantara University 22 Exhibitions  Virtual exhibitions now bring suppliers, competitors and customers under one virtual roof.  Without leaving their office, or home customer can reduce the exhausting medium of massive exhibitions by visiting specific shows at any time, day or night.

23. Bina Nusantara University 23 BE A WINNER ALWAYS!!  THE WINNER WILL NOT GIVE UP!  EVOKE YOURSELF!  MINDMAP YOUR THINKING!  BE A LEARNER AND YOU WILL SEE….! GOODLUCK!!