1. Relationship Marketing VS Customer Relationship Management
By Langgeng Setyono
Business Administration

2. Marketing
Important
Marketing is a very important part in the business organization.
Introduction

3. Success
Company Success
Marketing
Failed
Company Failed
A successful business organization must have a good marketing management.
Introduction

4. Getting customers or consumers
Marketing Duties
Maintaining customer
Face environmental changes including competitive response
Marketing Relationship
Need Strategy
Customer Relationship Marketing

5. Our Problem (a)What is a relationship Marketing?
b) What is a Customer Relationship Management?
c)What is the importance of Relationship marketing and Customer Relationship Management in the business?
(d) what the differences CRM and Relationship Marketing?
Our Problem

6. Relationship Marketing
product-centric view
Customer-centric view
The development of marketing
The Reason Why MR become strategy
Marketing Relationship
CRM
The Important of MR VS CRM
Difference Between MR VS CRM

7. Relationship Marketing
Definition
Relationship marketing is growing in the business world because businessmen realize that in order to develop and maintain a business, not only to get a lot of customers, but also how to get customers, nurture and retain those customers
Marketing Relationship
CRM
The Important of MR VS CRM
Difference Between MR VS CRM

8. Relationship Marketing
Definition
Duncan, and Moriaty relationship marketing is a marketing approach to customers that enhance the company's long-term growth and maximum customer satisfaction.
Kotler and Armstrong, "Relationship marketing is the process of creating, maintaining and transferring excellence, value-laden relationship between customers and other stakeholders".
Marketing Relationship
CRM
The Important of MR VS CRM
Difference Between MR VS CRM

9. Relationship Marketing
Purposess
Propose that relationship marketing refers to marketing activities aiming at establishing and maintaining “relational exchanges”. Also, continuous process focusing in three communication elements: interaction, dialogue and value. Within a web site’s online environment “communication” could be translated to information exchange, direct two-way communication and customised interactive transactions.
Marketing Relationship
CRM
The Important of MR VS CRM
Difference Between MR VS CRM

10. Relationship Marketing
Relationship Marketing Program
Customer Service
additional services provided to support the main product, is also an important component of customer satisfaction.
Loyalty Programs
customers to make purchases held repeatedly to the company so that the company will benefit.
Community Building
intended to establish a relationship between the customer in order to provide information or advice and to create a good relationship between the customer and the company.
Marketing Relationship
CRM
The Important of MR VS CRM
Difference Between MR VS CRM

11. Economic Benefit Social benefits structural bonding
Relationship Marketing
Benefits of Marketing Relationship
Economic Benefit
Social benefits
structural bonding
Marketing Relationship
CRM
The Important of MR VS CRM
Difference Between MR VS CRM

12. Customer Relationship Management
Mariana
CRM as a management approach that involves the identification, recruitment, development and good customer relationship management to increase the number of consumers who benefit
Gartners Group
CRM as a business strategy designed to optimize profits, revenue and customer satisfaction premises manage areas relating to corporate customer segmentation
Marketing Relationship
CRM
The Important of MR VS CRM
Difference Between MR VS CRM

13. Customer Relationship Management
Aim of CRM
Maintain customer.
Increasing the quantity of sales.
Increasing the rate of purchase.
Marketing Relationship
CRM
The Important of MR VS CRM
Difference Between MR VS CRM

14. Customer Relationship Mangement
Many aspects are covered in the CRM. These aspects will generally deal directly with one of the following aspects:
Front office operations that directly interact with customers such as direct meeting, phone call, , online services, etc..
Back office operations are highly influential on the activity on the service in the front office as part payment, maintenance, planning, marketing, etc..
Business relationships, the interaction with the company and other partners such as suppliers / vendors, retail outlets and distribution, industrial networks. The external network will support activities in the front and back office.
Key Data in CRM can be analyzed with a view to planning a campaign to targeted marketing, to understand the business strategy, and decide the success of CRM activities such as market share, customer characteristics, revenues and profits.
Marketing Relationship
CRM
The Important of MR VS CRM
Difference Between MR VS CRM

15. Customer Relationship Marketing
Basic model of CRM which contain to basic components:
A database of customer activity,
Analyses of the database,
Given the analyses, decisions about customers to target
tools for targeting the customer,
How to build relationships with the Targeted customers
Marketing Relationship
CRM
The Important of MR VS CRM
Difference Between MR VS CRM

16. The Important of MR VS CRM
Old paradigm
At first the company only focused on increasing production capacity and sales volume.
Manufacturers just thinking how to increase profit only, consumers only in view of an object which only consume goods and services alone.
Consumers are considered nothing more than just a transactional relationship object, after the transaction the relationship between producers and consumers has been completed.
Marketing Relationship
CRM
The Important of MR VS CRM
Difference Between MR VS CRM

17. The Important of RM VS CRM
The Important of MR
Relationship marketing is an important value in the marketing business enterprise is
It is hoped that consumers are satisfied with the products and services offered.
able to establish long-term relationship with their customer. Long-term relationship means that loyal customers who have a high retention rate to stay in touch with the company in satisfying their needs and wants are satisfied. The focus of relationship marketing is to acquire and retain customers.
treat customers well, increasing the company's core services through value addition, and most importantly provide the service that is needed by each individual. Basically the core of customer relationship marketing.
Marketing Relationship
CRM
The Important of MR VS CRM
Difference Between MR VS CRM

18. The Important of RM VS CRM
The Important of CRM
Operational
Operational CRM provides support for business processes in the front office, such as for sales, marketing and service staff
Analytic
CRM analyzes customer data for a variety of purposes such as design and execute targeted marketing campaigns, including cross-selling, up-selling
Sales Intelligence
CRM is similar to Analytical CRM is similar to, but more emphasis on direct sales tool with features to look for opportunities Cross-selling / up-selling / Switch-selling, sales performance, customer trend, customer margin.
Campaign Management.
Campaign management combines elements between operational and analytical CRM in order to perform the function of the formation of the target groups with specific criteria using customer data
Collaborative
CRM covers aspects related to corporate dealt with customers on a variety of departments such as sales, technical support, and marketing.
Marketing Relationship
CRM
The Important of MR VS CRM
Difference Between MR VS CRM

19. Differences Between RM VS CRM
Aspect RM
CRM
Purpose
Mantaining Relational exchange
To retention and looking for new customer by an application
Characteristics
Strategy of concept in marketing
Tools in marketing
Technology No
Using Technology
Method
Responses the other parties
Using application to looking for name , address, Amount of sales, etc
Marketing Relationship
CRM
The Important of MR VS CRM
Difference Between MR VS CRM

20. Conclussion 1
CRM is a strategy to retain and develop profitable customer for the company . The goal is meeting the needs of today's consumers to produce better products and services , forming a good relationship . 2
Relationship marketing is the process of creating , maintaining and transferring excellence , value-laden relationship between customers and other stakeholders 3
While relationship marketing is a sales and marketing concept , CRM Refers to the tools used to carry out the concept .
Marketing Relationship
CRM
The Important of MR VS CRM
Difference Between MR VS CRM

21. Thank You Very Much