Supervision Techniques Assingment 1

Planning for building Customer Relationship Management by using web-based technology utilizing internet services in 

Front Office Department

1.     Target

·        Front Office can use the Internet as a medium of communication and transaction in a professional

·        Front Office employee using Internet technology applications that can explore the world surrounding the internal business systems for automatic promotion to the customer, and product development through the front office hotel

·        Can make the integrating process of all company operational activities into software that can facilitate and improve Front Office performance

·        Manage customer relationships with the organization and all the customers at every touch point

·        Able to integrate and automate many processes in sales, marketing and customer service that interacts with Customer

·        Make a good relationship to the guest or customer and so, Front Office Department make customer give interested feel and always come back to our hotel and give big income for the hotel

·        maintain the loyalty and customer satisfaction in order not to turn to competitors

2.     Determine the Steps to the Quality Specifications

·        Using a technology called CRM (Customer Relationship Management) program

CRM is the business of a company to concentrate on keeping the customers (so as not to run to a competitor) to collect all forms of customer interaction whether via phone, email, feedback on the site or the results of the talks to a sales and marketing. CRM uses technology to create cross-functional enterprise system that integrates and automates many processes in sales, marketing and customer service that interacts with customers and create a framework of web-enabled software and databases that integrate these processes with the rest of the company.

·        Contract and Account Managements
Professional help in sales, marketing and service
Track data on past and planned contacts with customers and capture prospects

·        Sales
Provides sales force with the software and data they need to support and manage the sales activities
Cross-selling is trying to sell to customers from one product to related products
Up-selling is trying to sell to customers for better products

·         Marketing and fulfillment
Professional marketing help solve the direct marketing with tasks such as sales qualification for target marketing, scheduling and tracking direct marketing letters.

·        Customer Service and Support
Provides sales force with the software and database access to customer database that relate directly to sales and marketing professionals.
Helps create, assign and manage the demand for customer service
Call center, customer calls to the agent through the software based on the skills and types of calls
Help provide the relevant data and suggestions to solve problems for customers and help the customer problems.

·        Retention and Loyalty Programs
Help companies identify and reward customers and marketing to the most loyal and profitable

1.     Target Time

NO.	Spesification	Target Time
1.	Submission of procurement plans proposed CRM system (Customer Relationship Management) to the Front Office Manager	22/02/12
2.	Make a proposal for submission to the General Manager for approval	23/02/12
3.	Creating a Purchase Order for submission to the purchasing department	25/02/12
4.	Socialize to subordinates on how to use CRM	10/03/12
5.	Trained subordinates in order to operate properly CRM	12/03/12
6.	Explaining to subordinates on how maintenance and problem solving from CRM	13/03/12

       Determine the Budget

·        Budget for buying CRM Microsoft             Rp50.000.000

Dynamics CRM 4

With discount from PT.CRM 20%             Rp10.000.000 -

                                                                                    Rp40.000.000

·        Additional expanses                                    Rp     250.000 +

·        Grand Total                                                Rp40.250.000   

2.     Realization of the Plan into Real Action

·        Building a strong customer database, the goal
a. Customer Database is one of the major assets of the company, which also can be calculated performance as the other financial performance.
b. Database can be used as a measure of customers' current enterprise value "and the possibility of the future performance

·        Create a profile of each customer
Customer profiles concerning all activities undertaken by the customer regarding the use of the product or service company. Company profile will provide an overview of the needs, desires and their concerns about the company's product or service. namely:
a. Usage, regarding how much they use the company's products or services, when to use them and what products or services are used.
b.Uses, of how customers use the products or services.

·         Analysis of the profitability of each customer
a. Receipts (revenue) generated from the customer, there are a few things:
- Use of the products or services that they consume
- Calculating how many possible uses of a product or service in the coming years.
- The possibility of the use of other products or services provided by the company.
b. Cost (cost) that must be spent to serve the customers, namely:
- The cost of acquisition up to the cost to maintain them (retention cost)

- Opportunity cost, the cost of lost opportunity for serving those customers.
c. Interaction with customers is more targeted and customized

3.     Monitoring the Implementation of the Activity with the Original Planning

·        Hold a share of all complaints and problems of use of the system

·        To evaluate the efficiency and effectiveness of the use of CRM system

·        Supervise subordinates in order to use properly and maintain it

·        Perform care and maintenance of goods

·        Ensure that the CRM program dapaat assist in maintaining good relations with the guests and can enhance the promotion of the hotel guests