People Innovation Excellence


Oleh: Martinus Fieser Sitinjak, SE, MM (Faculty Member of International Marketing)


When to Implement e-CRM System?

Now is the time for any company to take an important step to be able to develop and enhance better performance in maintaining and building deep relationships with customers. The competition has entered a new phase. Knowledge of technology is growing rapidly. Gap between the developed and developing companies begin to narrow. Offering the more varied selection of products, the greater the desire, the higher the satisfaction level, the population grew rapidly  and openness to information easier and faster, social and cultural changes dramatically.

Develop a system that requires a well-organized infrastructure requires huge investment as well. Therefore, the government of a country should also be aware of this and the full support of government is indispensable. The Government should have a clear blueprint about how IT developments can help create a sustainability macro economiy  that has competitive advantages. Associations of various industries should also be addressing this as a necessity and make it a standard to create a competitive environment and establish a corporate culture that familiar in social-based technologies. Moreover, not just help the company to grow but also have the strength to survive.

Where to Implement e-CRM System?

E-CRM system has become a monopoly of large corporations as to develop these systems require huge investment. But, with the rapid development of IT, accelerate the development of e-CRM system as well. Every small and large companies, micro and macro, and from various industries have the same opportunity to be able to do the same thing.

Could e-CRM system help small and micro enterprises tailored to the needs and capabilities. This system allows any employee could access the system via internet wherever they are located and the position in real time. The Options were varied and very affordable to allow each company to choose according to their needs and abilities. e-CRM provider with cloud systems also provide benefits to companies that still lay on the e-CRM  could be  able to try a more simple standart version to try and learn the system before they decide to integrate more complex one.


It’s important to every manager to understand the business processes and the importance of having a concept and insight to make the company as an organization that is market-driven and oriented to the stakeholders. The principles knowledge of customer-driven will greatly assist in developing the concept and blueprint for e-CRM system that can create relationships not only more closely, but deeper and stronger between the company with customers. E-CRM is not just to ensure service excellence, but also capable of developing enterprise systems that are effective, efficient and precise in building relationships with customers. In addition, companies are more flexible and has a faster and better response to changes and problems that occurred in the micro and macro environment. Because, when there is a change in the micro and macro environment, in fact, the most important thing that must be detected first by the company is the change in the customer itself.

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