E -CRM Yesika Kristina Dea Pradana Darmawan Sukianti Merianti Meshiya Caterlee

CRM CRM is system that is used by company as strategy to maintain the relationship with the customers, in order to gain loyal customer.

T RENDS IN CRM Content Social Media Customer experience Personalization and customization

CRM VS E -CRM Custome r Data Analysis of Customer CharacteristicCustomer Service CRM Data WarehouseTarget Marketing Customer InformationStatic Service Transaction HistoryOne-Way Service Time Production InformationSpace Limit E-CRM Web houseOne to one marketing Customer InformationReal Time Service Transaction HistoryTwo-way service Products Informationat any tiem Click Streamfrom anywhere Contents Information source : Communication of ACM

E -CRM B ENEFITS Managing the relationship with the customer Provision of personalized services Quality of service and delivery Transaction and processing speed Convenience

E -CRM B ARRIERS

S UCCESSFUL CRM I MPLEMENTATION Culture is the King Set Realistic Goals Obtain and Maintain Senior Management Support Analyze Working Processes Select the Right Software Partner

T RADITIONAL M ARKETING Traditional Marketing includes: Newspaper advertisements, Magazine advertisements, Billboards, Flyers, One-on-one sales, and Cold calling.

M ODERN M ARKETING Pay per click ads, Google ads., SEO and online directorires, Online advertisements, E-Newsletters, Social media, Blogs, Online shopping, Viral marketing, Advertisements.

A IRLINE E -CRM S YSTEM M ODEL Provides an understanding of customer behavior Supports more effective promotions Provides a single view of customers across the enterprise and across contact points. Gives airlines the ability to respond more dynamically and quickly to market demands.