Pengertian relationship marketing

Personalized marketing - Wikipedia

pengertian relationship marketing

For more than half a century, scholarship has been generated to help managers and . Now marketers are encouraged to reinforce consumer-brand relationships, and is an ongoing important research topic for many reasons. Having this sort of. Recommended Read: Types of CRM (Customer Relationship Management) For some, CRM is simply a bridge between marketing and IT: CRM is, therefore. Online Customer Relationship Management CRM, CEM, and CCM in e- marketing.

Often, implementations are fragmented—isolated initiatives by individual departments to address their own needs. Systems that start disunited usually stay that way: This allows sales representatives to pursue more clients in a shorter amount of time than would otherwise be possible.

At the heart of SFA is a contact management system for tracking and recording every stage in the sales process for each prospective client, from initial contact to final disposition. Many SFA applications also include insights into opportunities, territories, sales forecasts and workflow automation, quote generation, and product knowledge. Modules for Web 2.

Personalized marketing

Marketing CRM systems for marketing help the enterprise identify and target potential clients and generate leads for the sales team. A key marketing capability is tracking and measuring multichannel campaigns, including email, search, social media, telephone and direct mail.

Metrics monitored include clicks, responses, leads, deals, and revenue. This has been superseded by marketing automation and Prospect Relationship Management PRM solutions which track customer behaviour and nurture them from first contact to sale, often cutting out the active sales process altogether.

The core for these applications has been and still is comprehensive call center solutions, including such features as intelligent call routing, computer telephone integration CTIand escalation capabilities. Analytics Relevant analytics capabilities are often interwoven into applications for sales, marketing, and service.

These features can be complemented and augmented with links to separate, purpose-built applications for analytics and business intelligence. Sales analytics let companies monitor and understand client actions and preferences, through sales forecasting and data quality. Marketing applications generally come with predictive analytics to improve segmentation and targeting, and features for measuring the effectiveness of online, offline, and search marketing campaign.

Web analytics have evolved significantly from their starting point of merely tracking mouse clicks on Web sites. Marketing and finance personnel also use analytics to assess the value of multi-faceted programs as a whole. These types of analytics are increasing in popularity as companies demand greater visibility into the performance of call centers and other service and support channels, in order to correct problems before they affect satisfaction levels.

Support-focused applications typically include dashboards similar to those for sales, plus capabilities to measure and analyze response times, service quality, agent performance, and the frequency of various issues.

More recently, the development and adoption of these tools and services have fostered greater fluidity and cooperation among sales, service, and marketing. This finds expression in the concept of collaborative systems which uses technology to build bridges between departments. For example, feedback from a technical support center can enlighten marketers about specific services and product features clients are asking for. Reps, in their turn, want to be able to pursue these opportunities without the burden of re-entering records and contact data into a separate SFA system.

Owing to these factors, many of the top-rated and most popular products come as integrated suites. Small business For small business, basic client service can be accomplished by a contact manager system: These tools usually focus on accounts rather than on individual contacts. They also generally include opportunity insight for tracking sales pipelines plus added functionality for marketing and service. As with larger enterprises, small businesses are finding value in online solutions, especially for mobile and telecommuting workers.

Social media Social media sites like Twitter, LinkedIn and Facebook are amplifying the voice of people in the marketplace and are having profound and far-reaching effects on the ways in which people buy. Customers can now research companies online and then ask for recommendations through social media channels, making their buying decision without contacting the company.

People also use social media to share opinions and experiences on companies, products and services. As social media is not as widely moderated or censored as mainstream media, individuals can say anything they want about a company or brand, positive or negative. Increasingly, companies are looking to gain access to these conversations and take part in the dialogue.

More than a few systems are now integrating to social networking sites.

pengertian relationship marketing

Social media promoters cite a number of business advantages, such as using online communities as a source of high-quality leads and a vehicle for crowd sourcing solutions to client-support problems. Some analysts take the view that business-to-business marketers should proceed cautiously when weaving social media into their business processes.

These observers recommend careful market research to determine if and where the phenomenon can provide measurable benefits for client interactions, sales and support. It is stated that people feel their interactions are peer-to-peer between them and their contacts, and resent company involvement, sometimes responding with negatives about that company.

pengertian relationship marketing

Non-profit and membership-based Systems for non-profit and membership-based organizations help track constituents and their involvement in the organization. Capabilities typically include tracking the following: Many include tools for identifying potential donors based on previous donations and participation.

Strategy For larger-scale enterprises, a complete and detailed plan is required to obtain the funding, resources, and company-wide support that can make the initiative of choosing and implementing a system successful. Benefits must be defined, risks assessed, and cost quantified in three general areas: Though these systems have many technological components, business processes lie at its core.

pengertian relationship marketing

It can be seen as a more client-centric way of doing business, enabled by technology that consolidates and intelligently distributes pertinent information about clients, sales, marketing effectiveness, responsiveness, and market trends. Therefore, a company must analyze its business workflows and processes before choosing a technology platform; some will likely need re-engineering to better serve the overall goal of winning and satisfying clients.

Moreover, planners need to determine the types of client information that are most relevant, and how best to employ them. For an initiative to be effective, an organization must convince its staff that the new technology and workflows will benefit employees as well as clients.

Senior executives need to be strong and visible advocates who can clearly state and support the case for change. Collaboration, teamwork, and two-way communication should be encouraged across hierarchical boundaries, especially with respect to process improvement.

Platform selection is best undertaken by a carefully chosen group of executives who understand the business processes to be automated as well as the software issues. Depending upon the size of the company and the breadth of data, choosing an application can take anywhere from a few weeks to a year or more.

Brand relationship - Wikipedia

Implementation Implementation issues Increases in revenue, higher rates of client satisfaction, and significant savings in operating costs are some of the benefits to an enterprise. Businesses[ edit ] Before the Internetit was difficult for businesses to measure the success of their marketing campaigns.

A campaign would be launched, and even if there was a change in revenue, it was nearly impossible to determine what impact the campaign had on the change.

Personalized marketing allows businesses to learn more about customers based on demographiccontextual, and behavioral data. This allows firms to drop efforts that are ineffective, as well as put more money into the techniques that are bringing in customers. For example, an automated email could be sent to a user shortly after an order is placed, giving suggestions for similar items or accessories that may help the customer better use the product he or she ordered, or a mobile app could send a notification about relevant deals to a customer when he or she is close to a store.

Brand relationship

A single retail website can offer thousands of different products, and few have the time or are willing to make the effort to browse through everything retailers have to offer.

At the same time, customers expect ease and convenience in their shopping experience. Many even expressed that they would leave a site if the marketing on the site was the opposite of their tastes, such as prompts to donate to a political party they dislike, or ads for a dating service when the visitor to the site is married. In addition, the top two reasons customers unsubscribe from marketing emailing lists are 1 they receive too many emails and 2 the content of the emails is not relevant to them.

By providing a customized experience for customers, frustrations of purchase choices may be avoided. Customers may more quickly find what they are looking for and avoid wasting time scrolling through irrelevant content and products.

Consumers have come to expect this sort of user experience that caters to their interests, and companies that have created ultra-customized digital experiences, such as Amazon and Netflix. Now, many people believe it is the inevitable baseline for the future of marketing strategy and for future business success in competitive markets. For personalized marketing to work the way advocates say it will, companies are going to have to adapt to relevant technologies.

Restructuring current business models: Adopting a new marketing system tailored to the most relevant technologies will take time and resources to implement. Organized planning, communication and restructuring within businesses will be required to successfully implement personalized marketing. Some companies will have to accept that their current business and marketing models will change radically, and probably often.

They will have to reconsider the ways customer data and information circulate within the company and possibly beyond. To address concerns about sensitive information being gathered and utilized without obvious consumer consent, liabilities and legalities have to be set and enforced.

Privacy is always an issue, in some countries more than others, so companies have to manage any legal hurdles before personalized marketing can be adopted. Rather than discovering new facts or perspectives when one searches for news, information, or products, one will be presented with similar or adjoining concepts " filter bubble ". Some consider this exploitation of existing ideas rather than discovery of new ones. In FebruaryCoca-Cola ran into trouble over an automated, algorithm-generated bot created for advertising purposes.

A web site can track a customer's interests and make suggestions for the future. Many sites help customers make choices by organizing information and prioritizing it based on the individual's liking. In some cases, the product itself can be customized using a configuration system. The business movement during Web 1. Amazon is a classic example of a company that performs "One to One Marketing" by offering users targeted offers and related products.