Indonesia Conference Directory

Online community business has been growing rapidly worldwide, including Indonesia. The users and businesses that employs internet as main resources keeps increasing and strat changing the behavior of consumers. It is important for business and organizations to tap the customers in digital ways by building close relationships and develop loyal online communities. Strategic Customer Relationship Management (CRM) refers to an approach or business systems designed to manage interactions with current and potential customers. One of the most important aims of CRM is to maximize the value of each company-s interactions with customers and drive superior corporate performance (Buttle, 2009). Another important and practical aim is to help companies develop relationships with customers and increase customer loyalty. This study aims to formulate a customer relationship management (CRM) strategy, with the customer lifecycle model as the outcome, that is expected to be a tool to achieve its vision and mission in raising the market and empowering consumers. The approach used in this research is Buttles CRM Value Chain Model which becomes the main framework of research in formulating strategic CRM. The object of the study is Female Daily, the largest women online community in Indonesia with over 465,000 members. CRM strategy and the detailed customer life cycle management programs are then developed for Female Daily.