{"id":3774,"date":"2018-09-13T15:20:58","date_gmt":"2018-09-13T08:20:58","guid":{"rendered":"https:\/\/www.akun.biz\/tips-bisnis\/?p=3774"},"modified":"2018-09-21T16:20:44","modified_gmt":"2018-09-21T09:20:44","slug":"pengertian-dan-tujuan-crm-itu-apa","status":"publish","type":"post","link":"https:\/\/www.akun.biz\/tips-bisnis\/pengertian-dan-tujuan-crm-itu-apa\/","title":{"rendered":"Pengertian dan Tujuan CRM itu apa?"},"content":{"rendered":"<p><strong>CRM<\/strong> itu apa? Pertanyaan itu bisa jadi akan muncul di benak Anda. Apalagi Anda yang sama sekali belum pernah bergelut dengan dunia public services. Bisa dipahami jika Anda belum mengerti. Namun sebaliknya, akan sangat susah dimaafkan apabila Anda tak mau memahami padahal Anda telah terlibat dan bergelut di bidang kerja pelayanan publik.<\/p>\n<p>Di dunia\u00a0<em>hospitality,<\/em> hotel misalnya, CRM ini sangat erat kaitannya dengan GRO ataupun GSO. GRO merupakan singkatan dari\u00a0<em>Guest Relation Officer<\/em>. Sedangkan GSO kepanjangannya adalah\u00a0<em>Guest Service Officer.<\/em>\u00a0CRM ini terkait pula dengan CS a.k.a\u00a0<em>Customer Service<\/em> apabila Anda berkunjung ke Rumah Sakit, Perkantoran, dan lain sebagainya.<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Daftar Isi<\/p>\n<label for=\"ez-toc-cssicon-toggle-item-69ff5f52b5290\" class=\"ez-toc-cssicon-toggle-label\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/label><input type=\"checkbox\"  id=\"ez-toc-cssicon-toggle-item-69ff5f52b5290\"  aria-label=\"Toggle\" \/><nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.akun.biz\/tips-bisnis\/pengertian-dan-tujuan-crm-itu-apa\/#Definisi_CRM_itu_apa\" >Definisi CRM itu apa?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.akun.biz\/tips-bisnis\/pengertian-dan-tujuan-crm-itu-apa\/#Maksud_dan_Tujuan_Adanya_CRM_itu_apa\" >Maksud dan Tujuan Adanya\u00a0CRM itu apa?<\/a><ul class='ez-toc-list-level-4' ><li class='ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.akun.biz\/tips-bisnis\/pengertian-dan-tujuan-crm-itu-apa\/#Konektifitas\" >Konektifitas<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.akun.biz\/tips-bisnis\/pengertian-dan-tujuan-crm-itu-apa\/#Nilai_Tambah\" >Nilai Tambah<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.akun.biz\/tips-bisnis\/pengertian-dan-tujuan-crm-itu-apa\/#Informasi_Terintegrasi\" >Informasi Terintegrasi<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.akun.biz\/tips-bisnis\/pengertian-dan-tujuan-crm-itu-apa\/#Konsisten_dan_Prosedural\" >Konsisten dan Prosedural<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h3><span class=\"ez-toc-section\" id=\"Definisi_CRM_itu_apa\"><\/span>Definisi CRM itu apa?<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Dalam dunia pelayanan publik, pada intinya CRM, GSO, CS, pun GRO ini merupakan sosok yang memiliki fungsi tugas serupa dengan\u00a0\u00a0<em>help-desk. <\/em>Sedangkan CRM adalah sumber <em>product knowledge<\/em> dari berbagai tugas tersebut.<\/p>\n<p>Dalam dunia bisnis pun usaha, CRM adalah singkatan dari\u00a0<a href=\"https:\/\/en.wikipedia.org\/wiki\/Customer_relationship_management\" target=\"_blank\" rel=\"noopener\"><em>Customer Relationship Management<\/em><\/a>. Yaitu istilah berbahasa <em>English<\/em> yang mengidentifikasi fungsi pengelola hubungan antara korporasi dengan pelanggan dalam area bisnis. Tujuannya agar bisa dengan jelas memberikan informasi dan komunikasi, baik itu terkait pemasaran ataupun informasi produk dari usaha yang dijalani. Selain itu, adanya CRM ini juga memiliki fungsi guna mempertahankan pelanggan, sekaligus memberikan informasi nilai tambah kepada pelanggan.<\/p>\n<p>Isi dari <em>Customer Relationship Management<\/em>\u00a0antara lain adalah juga kombinasi antara kebijakan perusahaan, proses jalannya usaha, dan strategi yang diterapkan perusahaan. Satu kesatuan itu kemudian difungsi-gunakan untuk melakukan interaksi terhadap pelanggan, sekaligus guna menelusuri informasi pelanggan. Sedangkan mengenai implementasi yang terjadi pada CRM, dewasa ini ia cenderung <a href=\"https:\/\/www.akun.biz\/tips-bisnis\/langkah-dan-cara-memulai-digital-marketing\/\" target=\"_blank\" rel=\"noopener\">memanfaatkan teknologi informasi<\/a>. Selain agar tercipta tingkat interesting lebih dari pelanggan baru, hal ini dimaksudkan pula untuk menciptakan rasa keterikatan dari pelanggan kepada perusahaan.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Maksud_dan_Tujuan_Adanya_CRM_itu_apa\"><\/span>Maksud dan Tujuan Adanya\u00a0<strong>CRM<\/strong> itu apa?<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ul>\n<li>\n<h4><span class=\"ez-toc-section\" id=\"Konektifitas\"><\/span>Konektifitas<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<\/li>\n<\/ul>\n<p>CRM dibutuhkan dengan fungsi dan tujuan untuk lebih terciptanya hubungan antara perusahaan dengan pelanggan. Artinya, seiring dengan terciptanya hubungan erat kedua belah pihak, pendapatan perusahaan digarapkan juga akan menjadi semakin meningkat.<\/p>\n<ul>\n<li>\n<h4><span class=\"ez-toc-section\" id=\"Nilai_Tambah\"><\/span>Nilai Tambah<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<\/li>\n<\/ul>\n<p>Menjamin adanya ketersediaan informasi lengkap tentang pelanggan. Dengan begitu hubungan antara pelangan dengan perusahaan akan tercipta secara maksimal, penjualan dengan cara <em>up selling<\/em>\u00a0maupun <em>cross selling<\/em>\u00a0bisa dilakukan. Yang pada akhirnya peningkatan keuntungan bisa lebih mudah diraih, karena ada data untuk diidentifikasi. Pada kondisi ini pula, sikap menarik dan juga mempertahankan pelanggan sangat bisa dilaksanakan.<\/p>\n<ul>\n<li>\n<h4><span class=\"ez-toc-section\" id=\"Informasi_Terintegrasi\"><\/span>Informasi Terintegrasi<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<\/li>\n<\/ul>\n<p>Dengan adanya CRM, tersedia integrasi-informasi sehingga pelayanan kebutuhan pelanggan dapat dilaksanan secara maksimal dan memuaskan, tanpa harus membuang waktu hanya untuk mencari informasi.<\/p>\n<ul>\n<li>\n<h4><span class=\"ez-toc-section\" id=\"Konsisten_dan_Prosedural\"><\/span>Konsisten dan Prosedural<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<\/li>\n<\/ul>\n<p>Dengan CRM maka akan dihasilkan konsistensi dalam koridor yang telah ada. Artinya ada konsistensi secara prosedural yang telah disusun secara baik dalam proses memberikan pelayanan pun jawaban atas berbagai pertanyaan serta keluhan pelanggan. [uth]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>CRM itu apa? Pertanyaan itu bisa jadi akan muncul di benak Anda. Apalagi Anda yang sama sekali belum pernah bergelut dengan dunia public services. Bisa dipahami jika Anda belum mengerti. Namun sebaliknya, akan sangat susah dimaafkan apabila Anda tak mau memahami padahal Anda telah terlibat dan bergelut di bidang kerja pelayanan publik. Di dunia\u00a0hospitality, hotel [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":3775,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[2],"tags":[],"class_list":["post-3774","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-bisnis"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Pengertian dan Tujuan CRM itu apa? &#8212; Tips Bisnis<\/title>\n<meta name=\"description\" content=\"CRM (Customer Relationship Management) merupakan istilah yang mengidentifikasi fungsi pengelola hubungan antara korporasi dengan pelanggan dalam area bisnis\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.akun.biz\/tips-bisnis\/pengertian-dan-tujuan-crm-itu-apa\/\" \/>\n<meta property=\"og:locale\" content=\"id_ID\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Pengertian dan Tujuan CRM itu apa? 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