komunikasi untuk crm dan hubungan antar tenakes.pptx

8/15/2019 KOMUNIKASI UNTUK CRM DAN HUBUNGAN ANTAR TENAKES.pptx

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KOMUNIKASI UNTUKCRM DAN HUBUNGAN ANTAR TENAKES

Fransisca Dhani Kurniasih, M.Farm., Apt.


2/15

Custm!r

Apt!"#

IFRSs!$a%aip!n&!'!n%

%arap!'a&anan


3/15

Custm!r R!'atinshipMana%!m!nt

• CRM a(a'ah suatu p!n(!"atan p!'a&anan "!pa(a"nsum!n &an% $!r)"us pa(a p!m$an%unan

*an%"a pan*an% (an hu$un%an "nsum!n &an%$!r"!'an*utan &an% (apat m!m$!ri"an ni'aitam$ah $a%i p!'an%%an maupun p!rusahaan.

• Tu*uan CRM a(a'ah untu" m!ncipta"an"!un%%u'an "mp!titi) s!cara t!rus m!n!rus

t!rha(ap m!r", pr(u" atau $ah"an p!rusahaan &an% "ita mi'i"i s!cara r!'ati) (i$an(in%"an(!n%an m!r", pr(u" atau p!rusahaan p!sain%.


4/15

Custm!r R!'atinship

• +!ru$ahan m!n(asar p!r"!m$an%an

i'mu p!masaran transa"sina' -relationship-based marketing

• S!tiap ran% (a'am p!rusahaan$!rtan%%un% *aa$ untu" m!muas"anp!'an%%an.

• F"us p!masaran

• M!n%!''a p!'an%%an &an% su(ah a(a/customer retention0 "!puasan p!'an%%an -'&a'itas

• M!ncari p!'an%%an $aru /customer


5/15

1R +!masaran

Custm!rRelations

hip

Custm!rRetentio

n

Custm!r

Referrals

Custm!rRecovery


6/15

Cmp'aint Mana%!m!nt

• K!'uhan /cmp'aint0 a"i$at p!'a&anan &an%(it!rima ti(a" sama (!n%an &an% (iharap"an"nsum!n.

• 2i"a "!'uhan ti(a" (itan%ani (!n%an sun%%uh3

sun%%uh• Knsum!n a"an pin(ah "! apt!" 'ain &an% (ian%%ap '!$ih

p!(u'i (an m!mp!rhati"an !"sp!"tasin&a.

• Knsum!n a"an $!rc!rita "! "nsum!n 'ain - (ampa"$a%i citra apt!"

•

2i"a "ua'itas &an% (it!rima ti(a" s!suai, "nsum!n a"anm!nuntut %anti ru%i.

• S!tiap "!'uhan &an% (isampai"an p!'an%%an harus(i("um!ntasi"an s!$a%ai $ahan !4a'uasi mutup!'a&anan.


7/15

2!nis "!'uhan• K!'uhan $iasa /common complaint0 "!'uhan

t!rha(ap "ua'itas p!'a&anan s!'ama sa'!s s!r4ic!,mis. K!ramahan, "!c!patan, "!'!n%"apan, har%a,"!$!rsihan. Ti(a" m!m$aha&a"an *ia "nsum!n,

tapi *i"a ti(a" s!%!ra (itan%ani c!pat# 'am$at"nsum!n a"an pin(ah "! apt!" 'ain.

• K!'uhan &an% $!r$aha&a /critical complaint0"!'uhan t!rha(ap "ua'itas p!'a&anan a)t!r sa'!ss!r4ic!, mis. Kua'itas $at /rusa", !5pir!(, t!rtu"ar,

*um'ah "uran%0, !)!" sampin% &an% (ia'ami (an(apat m!m$aha&a"an *ia "nsum!n. 2i"a "!'uhanti(a" (itan%%api (an s!%!ra (itan%ani, urusan $isapan*an%, $ah"an sampai p!n%a(i'an.


8/15


9/15

Cara m!nan%ani "!'uhan• Untu" "!'uhan $iasa

6. M!n(!n%ar"an "!'uhan "nsum!na. B!ri"an a"tu "!pa(a "nsum!n untu" m!n&ampai"an

"!'uhann&a

$. 2an%an m!mtn% /int!rupsi0 "!'uhan &an% s!(an%(isampai"an

c. Tun*u"an rasa simpati" "!pa(a "nsum!n &an% s!(an%m!n%!'uh.

7. M!m$!ri"an s'usi &an% c!pat

a.S!tiap "ar&aan &an% (ihu$un%i "nsum!n harus (apat'an%sun% m!m$!ri"an p!n*!'asan /ti(a" (ip!r "!"ar&aan 'ain, s!hin%%a "nsum!n harus $!rc!ritau'an%0

$. B!r$icara (!n%an $ahasa &an% (apat (im!n%!rti"nsum!n

c. M!r!spn (!n%an c!pat


10/15

Cara m!nan%ani "!'uhan• Untu" "!'uhan &an% $!r$aha&a /critica'

cmp'aint0

• M!nan&a"an n r!s!p, tan%%a' (an hari p!m$!'ian

• 2i"a *um'ah $at "uran% (ari &an% (iminta (i r!s!pn&a

*i"a $u"an "ar!na pasi!n m!m$!'i s!$a%ian (an murni"ar!na "!sa'ahan p!tu%as apt!", ma"a (apat (i$!ri"ansisa *um'ah &an% "uran% (!n%an m!minta maa).

• 2i"a sa'ah $at, ma"a p!tu%as apt!" s!%!ra m!mintapasi!n untu" m!n%h!nti"an $atn&a, m!nu"ar (!n%an

$at &an% s!suai tanpa a(a $ia&a tam$ahan, (an mintamaa).

• 2i"a a(a "!'uhan !)!" sampin% in)rmasi"an untu"s!%!ra m!n%h!nti"an p!ma"aian $at (an "!m$a'i$!r"nsu'tasi "! ("t!r


11/15

KOMUNIKASI A+OTEKER

DENGAN TENAKES8AINN9A


12/15

D!n%an p!nu'is r!s!p

• K!'!n%"apan

•K!*!'asan

• Rasina'itas

Farmas!ti"

K'inis


13/15

D!n%an T!na"!s 8ain

• +!raat

•Di!tisi!n

• +si"'%

• R!ha$ m!(i"

• 8a$ran

• Ra(i%ra:

• D''


14/15

• +rinsip sa'in% m!n%har%ai antar s!sama

pr)!si "!s!hatan• M!mp!r'a"u"an ran% 'ain s!$a%aimana

in%in (ip!r'a"u"an

• R!n(ah hati

•Bahasa &an% *!'as

• Namun santun


15/15

2!nis "muni"asi

• Tatap mu"a

•T!'!pn

• Chat

• Catatan +!r"!m$an%an +asi!nT!rint!%rasi /C++T0 (i r!"am m!(i"

pasi!n

komunikasi untuk crm dan hubungan antar tenakes.pptx

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