Pada tahapan pengembangan proposisi nilai ini, terdapatpengidentifikasian sumber-sumber nilai bagi pelanggan dan penciptaan suatuproposisi dan
pengalaman yang memenuhi kebutuhan, harapan, dan pilihanmereka.Menurut McCarthy dalam Buttle 2004, Nilai bagi pelanggan dapat diciptakan melalui 4P
yaitu produk product, harga price, promosi promotion, dan tempat place. Akan tetapi menurut beberapa ahli, taksonomi tersebut belum cukup, sebab belum
mempertimbangkan atribut jasa tertentu.Oleh sebab itu Buttle menambahkan 3P lagi dalam menciptakan nilai pelanggan, yaitu orang people, bukti fisik physical
evidence, dan proses process.
2.5.5 Manage the Customer Lifecycle
Siklus hidup pelanggan adalah proses perusahaan dalam mendapatkan pelanggan baru dan mempertahankan pelanggan dalam jangka waktu yang lama.
Siklus hidup pelanggan masuk ke dalam tiga kegiatan manajemen, yakni: 1. Mendapatkan pelanggan baru.
2. Merawat dan mempertahankan pelanggan yang ada. 3. Mengembangkan nilai-nilai pelanggan.
2.5.6 Hasil penelitian tentang CRM
Penelitian tentang Customer Relationship Management telah banyak dilakukan sebelumnya, baik di Indonesia maupun dalam penelitian Internasional
antara lain:
Tabel 2.1 Daftar Penelitian CRM
No Caption Author
Field of Publisher
1 e-CRM Implementation- a
comparison of three approaches.
D. Adebanjo Bussines
Proc. 4
th
IEEE Int. Conf. Management
of Innovation and Technology ICMIT
2008
2 Electronic Customer
Relationship Management Systems E-CRM
: A knowledge management
perspective F Bhanu, and
Magiswary Knowledge
Management Proc. Int. Education
and Management Technology
ICEMT Conf. 2010
3 The Reconsideration and
Improvement Tactics About the Application of Customer
Relationship Management Zhang Zhongke
Business Management
Proc. Int Intelligent Computation
Technology and Automation
ICICTA Conf 2010
4 A Risk Evaluation Method
for Customer Relationship Management CRM
Technological Initiatives Baolong Ma and
Fei Li and Yi Wang
Information Technology
Proc. Int Information Management,
Innovation Management and
Industrial Engineering Conf
‘09
5 A study of customer
relationship management trend through bibliometric
methodology based on SSCI database from 1989 to 2009
Hsu-Hao Tsai and Chih-Hung Wang
and Ying-Yu Huang and Jiann-
Min Yang Education
Proc. 4th Int New Trends in
Information Science and Service Science
NISS Conf 2010
6 An Evolving Information
System Based on Data Mining Knowledge to
Support Customer Relationship Management
Ming Ren and Zuoliang Chen and
Chuanlan Liu and Guoqing Chen
Data Mining Proc. IEEE Symp.
Advanced Management of
Information for Globalized
Enterprises AMIGE 2008
7 Benefits of e-CRM for
financal services providers M Darajeh, and
Tahajod. e-CRM
Services Proc. Int. Financial
Theory and Engineering
ICFTE Conf 2010
8 Application of Data Mining
in CRM Wu, Kun and Liu,
Feng-ying Data Mining
Proc. Int Management and
Service Science MASS Conf 2010
9 Application Research of
Data Mining in Travel Agencys Customer
Relationship Management HaiYing Xie and
WenJing Tang Data Mining
Proc. Second Int. Workshop Computer
Science and Engineering WCSE
09
10 Application study of data
mining on customer relationship management in
E-commerce decision- Dezhen Feng and
Zaimei Zhang and Fang Zhou and
Jianheng Ji Data Mining
Proc. 9th Int. Conf. Computer-Aided
Industrial Design and Conceptual
