Penyusunan CRM Strategy Map untuk peningkatan Service Excellence

Hotel Harris Tebet, Jakarta | 24 – 25 Juli 2013 | Rp. 3.500.000,-

 
Latar Belakang.

Di tengah persaingan yang makin sengit, memuaskan pelanggan saja tidaklah menjamin pelanggan menjadi loyal. Bahkan perusahaan yang sudah berhasil membuat pelanggannya loyalpun masih harus juga memikirkan bagaimana caranya agar pelanggan mau merekomendasikan produk/jasa mereka ke koleganya. Untuk itulah perlu CRM untuk  membina relasi dengan agar tercipta hubungan jangka panjang. Materi ini telah digunakan oleh banyak perusahaan, terbukti bahkan ada yang berhasil mencapai omzet 1,2 triliun.

Outcome dan  materi yang dipelajari

1. Definisi CRM
2. Strategi bersaing dan hubungannya dengan CRM
3. Meningkatkan CRM dengan Strategy Map dan Scorecard
4. Meningkatkan CRM  dengan merubah PEOPLE menjadi CARE
5. Meningkatkan  CRM  dengan merubah PROCESS menjadi COMFORT
6. Meningkatkan  CRM  dengan merubah PRODUK menjadi CUSTOMER SATISFACTION  Meningkatkan  CRM  dengan merubah PROFIT  menjadi CONTRIBUTION
7. Contoh CRM Scorecard8. Memperbaiki sistem CRM  by Triggering Change.

 

Trainer

Daniel Hadinata Saputro, MM.MBA.

Daniel Saputro is a Senior Corporate Consultant in several companies. He is known as Mr Scorecard and successfully diagnoses the most important priorities to address in many organizations. He suggests a change‐management plan, and then guides the organizations through the necessary change Nuqul Group (Jordan ‐ Middle East) was one of his clients. Nuqul Group embraces 31 regional and global companies, with 3000 employees in Jordan and over 5500 worldwide. Daniel also assisted Change Management Program in Coal Mining company from Thailand, handled Managers Development Programs and improving corporate system using Strategy Map, KPI and Balance Scorecard His main expertise is in improving the effectiveness of people and organizations by: 1) Establishing relationships with key personnel in the organization 2) Researching and evaluating systems in the organization to understand dysfunctions and/or goals of the systems in the organization 3) Identifying approaches (or “interventions”) to improve effectiveness of the organization and its people; 4) Applying approaches to improve effectiveness 5) Evaluating the ongoing effectiveness of the approaches and their results

 

Investasi :

Rp. 3.500.000

termasuk Souvenir, flask disk, materi hand-out dan CD modul, 2x coffee break, makan siang dan sertifikat

Tempat :

Hotel Harris Tebet – Jakarta Selatan

 

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