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Curriculum Vitae

The document provides a curriculum vitae that includes educational background and work experience. It also summarizes a magister thesis on using customer relationship marketing strategies in hospitals. The thesis examines identifying customer needs, differentiating customers, interacting with customers, and customizing products/services to create customer value and increase hospital utilization.

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Didin Mirandani
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29 views

Curriculum Vitae

The document provides a curriculum vitae that includes educational background and work experience. It also summarizes a magister thesis on using customer relationship marketing strategies in hospitals. The thesis examines identifying customer needs, differentiating customers, interacting with customers, and customizing products/services to create customer value and increase hospital utilization.

Uploaded by

Didin Mirandani
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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CURRICULUM VITAE

EDUCATIONAL BACKGROUND :

1. Faculty of Dentistry at Airlangga University,Surabaya,East Java,Indonesia

2. Magister of Marketing and Finance for Health Services, Faculty of Public Health at

Airlangga University,Surabaya,East Java,Indonesia

WORKING EXPERIENCE :

1. Dentist at Public Health Centre, Malang, East Java, Indonesia 2001 - 2004

2. Dentist at St.Clara Catholic Hospital, Madiun, East Java, Indonesia 2007 – now

MAGISTER THESIS RESUME :

Hospital Marketing Strategy Based on Customer Relationship Marketing

Grounded on Customer and Provider Exchange Value Analysis

The hospital has now become a health care service industry. To increase the utilization,

the hospital as a health care provider should know the needs of consumers as users of health

services. By knowing the needs of the consumer marketing plans in the hospital to increasing

utilization of health services can be better prepared and focused.


Definition of Customer Relationship Marketing (CRM) in general:

The most popular method of marketing in the industry today is the customer relationship

marketing. Where this method is based on input obtained from the collection of values contained

within the customer, who is also known as customer value (customer value), especially for

customers who already use the service.

Customer relationship marketing is a process of continuous and systematic, not just a

measure of unrelated activities. Customer relationship marketing is an attempt to make a close

relationship with the customer and always maintain information about customers and the value

that was followed (Pudjirahardjo, 2004).

Strategic steps in the implementation of Customer Relationship Marketing (CRM):

First, it is Identify, which is a strategic move that should be applied early in the

implementation of customer relationship marketing. In this identification process as well as to

collect information about the characteristic features and behavior of customers in each segment

existing customers and has made a transaction to take advantage of the service.

Second, is the Differentiate, namely grouping customers based on differences in the

characteristics and behavior traits. Differentiation and grouping customers is very useful to draw

up the priority scale of activities and resources needed by the customer and tailor services and

products to the needs and tastes of each customer

1. Interact, namely a one mechanism to interact and communicate with customers. Each

interaction with customer should placed in context interactions that occur previous

(Historical continuity)

2. Customize, namely providers service should harmonize some aspect on product and

services, as well behavior and order value all elements in companies, according to with
value and needs customers. In Basically, any existing cirri on service and product should

harmonized with characteristics, values and behavior and needs customer individually

(Pudjirahardjo, 2004)

Definition of Customer Value (Customer Value)

Value of the customer (Customer Value) is the relationship between customer perceptions

of the benefits they will receive after purchasing a product or service and the price they should

give (Payne et al., 2003).

Customer value is the most significant component of relationship marketing. A

relationship built on the creation and delivery of customer value as a primary basis. This

explains that it is important to know what the customer values in a specific market (Payne et al.,

2003).

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