PELATIHAN SUCCESSFUL LOYALTY PROGRAM
TRAINING TENTANG SUCCESSFUL LOYALTY PROGRAM
TRAINING SUCCESSFUL LOYALTY PROGRAM
Tujuan:
Setelah mengikuti pelatihan Successful Loyalty Program perserta diharapkan mampu:
- Memahami bagaimana menyusun program Loyalitas Pelanggan yang mempunyai dasar untuk dikembangkan di masa depan.
- Meningkatkan kualitas program Loyalitas Pelanggan
- Membuat dan mengelola budget program Loyalitas Pelanggan
- Memahami berbagai point rewards dari berbagai industri
- Mengenal Teknologi / Software dalam menerapkan CRM
Outline :
Concept and Thinking behind CRM
- Increasing The Value of Customer Base
- Identifying the percentage of your company’s current and future effort to grow
- Market Share vs Share of Customer
- Satisfaction vs Loyalty
CRM Revolution / Evolution in Indonesia
- Priority customer in banking industry
- Increased call center
- Frequent fliers program
- Comunity – Clubbing development
- Point reward offering
- Membership program
- Increased below the line activities
Loyalty in CRM Process
- CRM Facts
- CRM & Other Label
- Evolution of Customer Metrics
- Strategical and Tactical Goals of CRM
- Right Customer, Right Offer, Right Channel, Right Time
CRM Dimension : Strategic CRM, Analytical CRM, Operational CRM
- Steps of Managing CRM : Customer Profiling Identification
- Four Critical Tasks For CRM
- Three Types of Customer Data
Steps of Managing CRM : Differentiation & Segmentation
- The Logic of Segmentation Strategy
- Segmentation Alternatives
Profitability Measure : Short term and Long term
- The Value of Customer
- Customer Value Categories
- Proxy Variables For Ranking
The Expanded Customer Pyramid
- How to produce A plus Information
- Self Evaluation : A Customer Communication Audit
Steps of Managing CRM Customization
- 4 Level in CRM Bonding
- Loyalty Program with Point Reward
- Data mining
CRM Software : Technology and Tool
- Benchmarking
Instruktur
Instruktur yang mengajar pelatihan Successful Loyalty Program ini adalah instruktur yang berkompeten di bidang Successful Loyalty Program baik dari kalangan akademisi maupun praktisi.
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