Topic outline

  • General

  • TP1: Konsep dan Pengantar Customer Relationship Management

    • 1.2 Resiko dan Kondisi Ketidakpastian Page
      Restricted Not available unless: The activity 1.1 Risk Management Secara Umum is marked complete
    • 1.3 Apa Itu Resiko? Page
      Restricted Not available unless: The activity 1.2 Resiko dan Kondisi Ketidakpastian is marked complete
    • 1.4 Kenapa Muncul suatu Resiko Page
      Restricted Not available unless: The activity 1.3 Apa Itu Resiko? is marked complete
    • 1.5 Rangkuman Topik 1 Page
      Restricted Not available unless: The activity 1.4 Kenapa Muncul suatu Resiko is marked complete

  • TP2: Strategi CRM dan Customer-Centric Organization

    • 2.2 Tipe-tipe Resiko Page
      Restricted Not available unless: The activity 2.1 Risk Management is marked complete
    • 2.3 Kategori Risiko Page
      Restricted Not available unless: The activity 2.2 Tipe-tipe Resiko is marked complete
    • 2.4 Managemen Risiko Page
      Restricted Not available unless: The activity 2.3 Kategori Risiko is marked complete
    • 2.5 Rangkuman Topik 2 Page
      Restricted Not available unless: The activity 2.4 Managemen Risiko is marked complete

  • TP3: Customer Lifecycle, Customer Journey, dan Customer Touchpoint

    • 3.2 Tugas dan Tanggung Jawab Menejemen Page
      Restricted Not available unless: The activity 3.1 Pengembangan dan Pengadaan Sistem is marked complete
    • 3.3 Manajemen Proyek Page
      Restricted Not available unless: The activity 3.2 Tugas dan Tanggung Jawab Menejemen is marked complete
    • 3.4 Manajemen Perubahan Program Page
      Restricted Not available unless: The activity 3.3 Manajemen Proyek is marked complete
    • 3.5 Kebijakan dan Prosedur Page
      Restricted Not available unless: The activity 3.4 Manajemen Perubahan Program is marked complete
    • 3.6 Menejemen Resiko Pengembangan dan Pengadaan Page
      Restricted Not available unless: The activity 3.5 Kebijakan dan Prosedur is marked complete
    • 3.7 Rangkuman Page
      Restricted Not available unless: The activity 3.6 Menejemen Resiko Pengembangan dan Pengadaan is marked complete

  • TP4: Customer Experience, Customer Satisfaction, dan Customer Loyalty

    • 4.2 Tahap Pendefinisian Kebutuhan Pengguna (User Requirement Definition) Page
      Restricted Not available unless: The activity 4.1 Tahap Inisiasi dan Perencanaan is marked complete
    • 4.3 Tahap Pemrograman Page
      Restricted Not available unless: The activity 4.2 Tahap Pendefinisian Kebutuhan Pengguna (User Requirement Definition) is marked complete
    • 4.4 Tahap Uji Coba Page
      Restricted Not available unless: The activity 4.3 Tahap Pemrograman is marked complete
    • 4.5 Kaji Ulang Pasca Impelementasi (Post Implementation Review) Page
      Restricted Not available unless: The activity 4.4 Tahap Uji Coba is marked complete
    • 4.6 Tahap Pemeliharaan Page
      Restricted Not available unless: The activity 4.5 Kaji Ulang Pasca Impelementasi (Post Implementation Review) is marked complete
    • 4.7 Tahap Disposal Page
      Restricted Not available unless: The activity 4.6 Tahap Pemeliharaan is marked complete
    • 4.8 Rangkuman Page
      Restricted Not available unless: The activity 4.7 Tahap Disposal is marked complete

  • TP5: Operational, Analytical, dan Collaborative CRM

    • 5.2 Standar Pengadaan Page
      Restricted Not available unless: The activity 5.1 Pengendalian Risiko Pada Pengadaan is marked complete
    • 5.3 Kontrak Pengembangan dan Perjanjian Lisensi dari Perangkat Lunak Page
      Restricted Not available unless: The activity 5.2 Standar Pengadaan is marked complete
    • 5.4 Pengendalian Risiko Pada Pemeliharaan Sistem Aplikasi Page
      Restricted Not available unless: The activity 5.3 Kontrak Pengembangan dan Perjanjian Lisensi dari Perangkat Lunak is marked complete
    • 5.5 Manajemen Perubahan (Change Management) Page
      Restricted Not available unless: The activity 5.4 Pengendalian Risiko Pada Pemeliharaan Sistem Aplikasi is marked complete
    • 5.6 Rangkuman Page
      Restricted Not available unless: The activity 5.5 Manajemen Perubahan (Change Management) is marked complete

  • TP6: Customer Data Management dan Customer Database

    • 6.2 Kebijakan dan Prosedur Page
      Restricted Not available unless: The activity 6.1 Tugas dan Tanggung Jawab Menejemen is marked complete
    • 6.3 Kebijakan Operasional Data Center Page
      Restricted Not available unless: The activity 6.2 Kebijakan dan Prosedur is marked complete
    • 6.4 Kebijakan Perencanaan Kapasitas Page
      Restricted Not available unless: The activity 6.3 Kebijakan Operasional Data Center is marked complete
    • 6.5 Kebijakan Pengelolaan Konfigurasi Perangkat Keras dan Perangkat Lunak Page
      Restricted Not available unless: The activity 6.4 Kebijakan Perencanaan Kapasitas is marked complete
    • 6.6 Kebijakan Pemeliharaan Perangkat Keras dan Perangkat Lunak Page
      Restricted Not available unless: The activity 6.5 Kebijakan Pengelolaan Konfigurasi Perangkat Keras dan Perangkat Lunak is marked complete
    • 6.7 Kebijakan Pengelolaan Perubahan (Change Management) Page
      Restricted Not available unless: The activity 6.6 Kebijakan Pemeliharaan Perangkat Keras dan Perangkat Lunak is marked complete
    • 6.8 Kebijakan Pengelolaan Data Warehouse (DWH) dan Kebijakan Pengelolaan Database Page
      Restricted Not available unless: The activity 6.7 Kebijakan Pengelolaan Perubahan (Change Management) is marked complete
    • 6.9 Kebijakan Pengendalian Pertukaran Informasi, Kebijakan Fungsi Library dan Kebijakan Fungsi Quality Assurance Page
      Restricted Not available unless: The activity 6.8 Kebijakan Pengelolaan Data Warehouse (DWH) dan Kebijakan Pengelolaan Database is marked complete
    • 6.10 Kebijakan Penghapusan Perangkat Keras dan Perangkat Lunak (Disposal) Page
      Restricted Not available unless: The activity 6.9 Kebijakan Pengendalian Pertukaran Informasi, Kebijakan Fungsi Library dan Kebijakan Fungsi Quality Assurance is marked complete

  • TP7: Customer Segmentation dan Personalization

    • 7.2 Penanganan resiko Page
      Restricted Not available unless: The activity 7.1 Risk Treatment is marked complete
    • 7.3 Penanggung jawab dari penanganan risiko Page
      Restricted Not available unless: The activity 7.2 Penanganan resiko is marked complete
    • 7.4 Tujuan rencana penanganan Page
      Restricted Not available unless: The activity 7.3 Penanggung jawab dari penanganan risiko is marked complete

  • TP8: Analisis Customer Journey dan Perancangan Strategi CRM

    Ujian Tengah semester

  • TP9: Customer Engagement dan Omnichannel Customer Service

    • 9.2 Monitoring dan Evaluasi Page
      Restricted Not available unless: The activity 9.1 Monitoring Manajemen is marked complete
    • 9.3 Evaluasi Page
      Restricted Not available unless: The activity 9.2 Monitoring dan Evaluasi is marked complete
    • 9.4 Tahapan sebelum mengadakan evaluasi Page
      Restricted Not available unless: The activity 9.3 Evaluasi is marked complete
    • 9.5 Proses evaluasi Page
      Restricted Not available unless: The activity 9.4 Tahapan sebelum mengadakan evaluasi is marked complete
    • 9.6 Tugas dan Tanggungjawab Page
      Restricted Not available unless: The activity 9.5 Proses evaluasi is marked complete

  • TP10: CRM Technology dan Integrasi Sistem Informasi

    • 10.2 Pengelolaan terhadap risiko keuangan Page
      Restricted Not available unless: The activity 10.1 Mengelola Risiko Keuangan is marked complete
    • 10.3 Metode Pengelolaan Page
      Restricted Not available unless: The activity 10.2 Pengelolaan terhadap risiko keuangan is marked complete
    • 10.4 Techonology Risk Page
      Restricted Not available unless: The activity 10.3 Metode Pengelolaan is marked complete
    • 10.5 Langkah-langkah mengelolah Risk Teknologi Page
      Restricted Not available unless: The activity 10.4 Techonology Risk is marked complete
    • Rangkuman Page
      Restricted Not available unless: The activity 10.5 Langkah-langkah mengelolah Risk Teknologi is marked complete

  • TP11: Digital CRM, Social CRM, dan Mobile CRM

    • 11.2 Sumber-sumber Risiko Menurut Godfrey Page
      Restricted Not available unless: The activity 11.1 Sumber-sumber Risiko is marked complete
    • 11.3 Sumber-sumber Risiko Menurut Godfrey Lanjutan Page
      Restricted Not available unless: The activity 11.2 Sumber-sumber Risiko Menurut Godfrey is marked complete
    • 11.4 Pengelolaan Risiko Dalam Bisnis Page
      Restricted Not available unless: The activity 11.3 Sumber-sumber Risiko Menurut Godfrey Lanjutan is marked complete
    • 11.5 Pengelolaan Risiko Dalam Bisnis Lanjutan Page
      Restricted Not available unless: The activity 11.4 Pengelolaan Risiko Dalam Bisnis is marked complete
    • Rangkuman Page
      Restricted Not available unless: The activity 11.5 Pengelolaan Risiko Dalam Bisnis Lanjutan is marked complete

  • TP12: Customer Analytics dan Customer Lifetime Value

    • 12.2 Gagasan Page
      Restricted Not available unless: The activity 12. 1 Proses Manajemen is marked complete
    • 12.3 Manajemen Komunikasi Page
      Restricted Not available unless: The activity 12.2 Gagasan is marked complete
    • 12. 4 Komunikasi dalam Manajemen Page
      Restricted Not available unless: The activity 12.3 Manajemen Komunikasi is marked complete
    • 12.5 Komunikasi dan Konsultasi Page
      Restricted Not available unless: The activity 12. 4 Komunikasi dalam Manajemen is marked complete
    • Rangkuman Page
      Restricted Not available unless: The activity 12.5 Komunikasi dan Konsultasi is marked complete

  • TP13: CRM Metrics dan Key Performance Indicators

    • 13.2 Konteks Eksternal dan Internal Organisasi Page
      Restricted Not available unless: The activity 13. 1 Penetapan Kontek Risiko is marked complete
    • 13.3 Pengelolaan Risiko Eksternal dan Internal Page
      Restricted Not available unless: The activity 13.2 Konteks Eksternal dan Internal Organisasi is marked complete
    • 13.4 Pengelolaan Risiko Internal Page
      Restricted Not available unless: The activity 13.3 Pengelolaan Risiko Eksternal dan Internal is marked complete
    • 13.5 Uraian dari masing masing risiko Internal Page
      Restricted Not available unless: The activity 13.4 Pengelolaan Risiko Internal is marked complete
    • Rangkuman Page
      Restricted Not available unless: The activity 13.5 Uraian dari masing masing risiko Internal is marked complete

  • TP14: CRM Implementation, Change Management, dan Customer Data Privacy

    • 14.2 Dokumentasi dan Pelaporan Manajemen Risiko Page
      Restricted Not available unless: The activity 14.1 Pemantauan dan Pengkajian (Monitoring & Review) is marked complete
    • 14.3 Kompartemen Page
      Restricted Not available unless: The activity 14.2 Dokumentasi dan Pelaporan Manajemen Risiko is marked complete
    • 14.4 Risk Based Audit Page
      Restricted Not available unless: The activity 14.3 Kompartemen is marked complete
    • 14.5 Penyiapan Kompetensi Instansi Page
      Restricted Not available unless: The activity 14.4 Risk Based Audit is marked complete
    • Rangkuman Page
      Restricted Not available unless: The activity 14.5 Penyiapan Kompetensi Instansi is marked complete

  • TP15: Evaluasi Strategi CRM dan Penyusunan Rekomendasi Perbaikan

  • TP16: Presentasi dan Demonstrasi Solusi/Strategi CRM