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Orion Stars Slots | Orion Stars Games | Orion Stars Online |

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Orion Stars Slots | Orion Stars Games | Orion Stars Online |

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  1. SUMMARY MAINTAININGCUSTOMERRELATIONSALESPRODUCTIVITYMANAGEMENT SArrielSD JatimersLeadershipDevelopmentProgram3Batch1 PTBankPembangunanDaerahJawaTimurTbk PointofView 1)BUSINESSMODELCANVAS 2)CUSTOMERRELATIONSHIPMANAGEMENT 3)SERVICEEXCELLENCE 1)BUSINESSMODELCANVAS a)UnderstandconceptofBusinessModelCanvas 1.BusinessModel Aplanforthesuccessfuloperationofabusiness,identifyingsourcesofrevenue,thetarget customerbase,products,anddetailsoffinancing. 2.9ElementsofBusinessModelCanvas a.KeyPartner b.KeyActivities c.KeyResources d.ValueProposisitions e.CustomerRelationship f.Channels g.CustomeSegments h.CostStructure i.RevenueStreams b)Understand&havingcompetencesin9ElementofBusinessModelCanvas c)Havingcompetencestoimplement9ElementofBusinessModelCanvasinBankJatim’sProduct 2)CUSTOMERRELATIONSHIPMANAGEMENT a)UnderstandconceptofCustomerRelationshipManagement(CRM)forBanking:Internaland ExternalCustomer 1.BenefitCRM - - - - Increaserevenue Increasecustomerloyalty Increasebankingperformance Increasetheabilityof“timetomarket” 2.CRM CRMisabusinessstrategytounderstand,anticipate,andmanagetheneedsofanorganization anditspotentialcustomers. CRMisacomprehensiveandintegratedapproachacrosseverybusinessarea(Marketing, Sales,CustomerService,andothersupportfunctions),anditintegratespeople,processes, andtechnology. CRMnotonlyfocusesonretainingcustomersbutalsoacquiringnewcustomers.

  2. 3.PurposeofCRM a.Pressure :Global,Competition,Customer,SimilarIndustries :ReducingCost,IncreasingQuality,TimeEfficiency :MoreCompetitive,BetterProductandServices,Loyalcustomers, ProfitsandBrandname b.Bank c.Outcomes 4.ImplementCRM ToimplementaCRMstrategy,atleast3keyfactorsarerequired: 1.Professionalpeople(adequatequalifications) 2.Well-designedprocesses 3.Adequatetechnology 4.Businessrules 5.Datawarehousing 6.Websites 7.Reporting 8.HelpDesk 5.FiveInternalRelationshipFocuses a.BusinessGoalSetting b.MotivatingEmployees c.SupportingEmployees d.MonitoringEmployeePerformance e.FeedbackandPerformanceEvaluation 3)SERVICEEXCELLENCE a)Service -Providingwhateverisneededbythecustomer -Providingbenefitsforothers -Aserviceissomethingonepersondoesforanothertohelpthem,likefixingaproblemor providingassistance,ofteninexchangeforpayment. b)CustomerServiceOrientation -Itisthedesiretohelporserveotherstomeettheirneeds. -Itmeansstrivingtounderstandandfulfillcustomerneeds. c)ServiceQualityMeasurement 1.Tangible 2.Empathy :Somethingthatcanbeseenandfeltinitsphysicalform :Somethingthatinvolvesagreatersenseofattention. 3.Responsiveness:Somethingthatisresponsive 4.Reliability 5.Assurance :Somethingthatpertainstoaccuracy. :Somethingrelatedtoskillsandproficiency. d)Appearance&Attitude

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