Definition Of MANAGEMENT

According to Harold Koontz,

"Management is the art of getting things done through and with people in formally organised groups."

Harold Koontz gave this definition of management in his book "The Management Theory Jungle".

According to Henri Fayol,

"To manage is to forecast and to plan, to organise, to command, to co-ordinate and to control."

Henri Fayol gave this definition of management in his book "Industrial and General Administration".

According to Peter Drucker,

"Management is
a multi-purpose organ that manages business and manages managers and manages workers and work."

This definition of management was given by Peter Drucker in his book "The Principles of Management".

According to Mary Parker Follet,

"Management is the art of getting things done through people."

Meaning of Management

According to Theo Heimann, management has three different meanings, viz.,

1. Management as a Noun : refers to a Group of Managers.
2. Management as a Process : refers to the Functions of Management i.e. Planning, Organising, Directing, Controlling, etc.
3. Management as a Discipline : refers to the Subject of Management.

Management is an individual or a group of individuals that accept responsibilities to run an organisation. They Plan, Organise, Direct and Control all the essential activities of the organisation. Management does not do the work themselves. They motivate others to do the work and co-ordinate (i.e. bring together) all the work for achieving the objectives of the organisation.

Management brings together all Six Ms i.e. Men and Women, Money, Machines, Materials, Methods and Markets. They use these resources for achieving the objectives of the organisation such as high sales, maximum profits, business expansion, etc.

 Source : http://kalyan-city.blogspot.com/2011/04/what-is-management-definitions-meaning.html

ORGANIZATIONAL BEHAVIOUR

1. "Organizational behaviour is a field of study that investigates the impact that individuals, groups and structure have on behaviour within organization for the purpose of applying such knowledge toward improving an organization's effectiveness."
- Stephen P. Robbins

2. "Organizational behaviour is the study and application at knowledge about the how people - as individuals and a groups - act within organization. It strives to identify ways in which people can act more effectively."
- Keith Davis
3. "Organizational behaviour can be defined as the understanding, prediction and management of the human behaviour affect the performance of the organizations.
- Luthans
In brief. "Organizational behaviour is conerned with the study of what people do in an organization and how their behaviour affect the performance of the organizations.

Source : http://expertscolumn.com/content/what-organizational-behaviour-and-its-definition

KOMUNIKASI

"Any act by which one person gives to or receives from another person information about that person's needs, desires, perceptions, knowledge, or affective states. Communication may be intentional or unintentional, may involve conventional or unconventional signals, may take linguistic or nonlinguistic forms, and may occur through spoken or other modes."

(National Joint Committee for the Communicative Needs of Persons with Severe Disabilities, 1992, p. 2)

” Communication is transfer of information from one person to another,whether or not it elicits confidence. But the information transferred must be understandable to the receiver – G.G. Brown.

 “Communication is the intercourse by words, letters or messages”- Fred G. Meyer.

Source : http://www.unm.edu/~devalenz/handouts/defcomm.html

http://communicationtheory.org/definitions-of-communication/

COSTUMER BEHAVIOR

How many times throughout the day do people make product decisions? If you stop to think about it, many product decisions are made every day, some without much thought. What should I wear? What should I eat? What am I going to do today? Many product decisions are answered routinely every day and they help move the economy of cities, countries and ultimately the world.

Product decisions also shape life for the consumer. How can simple decisions be so important? Why do marketers spend millions of dollars to uncover the reasons behind these decisions?

To define consumer behavior: it is the study of consumers and the processes they use to choose, use (consume), and dispose of products and services. A more in depth definition will also include how that process impacts the world. Consumer behavior incorporates ideas from several sciences including psychology, biology, chemistry and economics.

"All marketing decisions are based on assumptions and knowledge of consumer behavior," (Hawkins and Mothersbaugh, 2007). Researching consumer behavior is a complex process, but understanding consumer behavior is critical to marketers-they can use it to:

• Provide value and customer satisfaction.
• Effectively target customers.
• Enhance the value of the company.
• Improve products and services.
• Create a competitive advantage
• Understand how customers view their products versus their competitors' products.
• Expand the knowledge base in the field of marketing,
• Apply marketing strategies toward a positive affect on society (encourage people to support charities, promote healthy habits, reduce drug use etc.)

Sumber : http://www.marketingteacher.com/lesson-store/lesson-defining-consumer-behavior.html

COSTUMER SATISFACTION

Business always starts and closes with customers and hence the customers must be treated as the King of the market. All the business enhancements, profit, status, image etc of the organization depends on customers. Hence it is important for all the organizations to meet all the customers’ expectations and identify that they are satisfied customer. Customer satisfaction is the measure of how the needs and responses are collaborated and delivered to excel customer expectation. It can only be attained if the customer has an overall good relationship with the supplier. In today’s competitive business marketplace, customer satisfaction is an important performance exponent and basic differentiator of business strategies. Hence, the more is customer satisfaction; more is the business and the bonding with customer. Customer satisfaction is a part of customer’s experience that exposes a supplier’s behavior on customer’s expectation. It also depends on how efficiently it is managed and how promptly services are provided. This satisfaction could be related to various business aspects like marketing, product manufacturing, engineering, quality of products and services, responses customer’s problems and queries, completion of project, post delivery services, complaint management etc.

Customer satisfaction is the overall essence of the impression about the supplier by the customers. This impression which a customer makes regarding supplier is the sum total of all the process he goes through, right from communicating supplier before doing any marketing to post delivery options and services and managing queries or complaints post delivery. During this process the customer comes across working environment of various departments and the type of strategies involved in the organization. This helps the customer to make strong opinion about the supplier which finally results in satisfaction or dissatisfaction.

Customer’s perception on supplier helps the customer choose among the supplier on basis of money value and how well the delivered products suit all the requirements. The supplier’s services never diminishes after the delivery as customer seeks high values post marketing services which could help them use and customize the delivered product more efficiently. If he is satisfied with the post marketing services then there are good chances for supplier to retain the customers to enhance repeated purchases and make good business profits.

It is necessarily required for an organization to interact and communicate with customers on a regular basis to increase customer satisfaction. In these interactions and communications it is required to learn and determine all individual customer needs and respond accordingly. Even if the products are identical in competing markets, satisfaction provides high retention rates. For example, shoppers and retailers are engaged with frequent shopping and credit cards to gain customer satisfaction, many high end retailers also provide membership cards and discount benefits on those cards so that the customer remain loyal to them.

Higher the satisfaction level, higher is the sentimental attachment of customers with the specific brand of product and also with the supplier. This helps in making a strong and healthy customer-supplier bonding. This bonding forces the customer to be tied up with that particular supplier and chances of defection very less. Hence customer satisfaction is very important panorama that every supplier should focus on to establish a renounced position in the global market and enhance business and profit.

Sumber : http://www.managementstudyguide.com/customer-satisfaction.htm

Alasan mengapa perlu mempelajari CRM :

Karena CRM merupakan suau konsep penting dalam proses bisnis suatu perusahaan atau orgtanisasi. CRM membantu untuk memilah-milah konsumen/pasar dan membantu untuk menentukan langkah apa yang aan diambil dari prosuk yang telah diciptakan.

Dengan menggunakan CRM suatu perusahaan atau organisasi dapat lebih efektif dan efisien karena didalamnya sudah menggunakan system berbasis computer yang terotomatisasi.

Konsep CRM itu sendiri yaitu bagaimana mendapatkan konsumen baru tanpa harus meninggalkan pelanggan lama.

Menjaln huungan dengan konsumen akan mempengaruhi profitailitas perusahaan itu sendiri. Oleh karena itu, CRM salah satu bagian terpenting dalam suatu bisnis.

Manfaat CRM untuk organisasi dan hubungannya

·         Membantu perusahaan / organisasi sehingga memungkinkan bagian marketing untuk mengidentifikasi secara tepat pelanggan / relasi mereka, mengatur bagian marketing dengan tujuan dan sasaran yang jelas serta meningkatkan kualitas bagian marketing.

·         Membantu perusahaan / organisasi untuk meningkatkan kinerja dengan mengoptimalkan sharing informasi oleh beberapa pegawai dan mempersingkat proses yang ada.

·         Memungkinkan bentuk hubungan personal dengan pelanggan / relasi dengan tujuan meningkatkan kepuasaan pelanggan / relasi dan memaksimalkan keuntungan yang didapat; mengidentifikasi pelanggan / relasi yang potensial dan memberikan mereka service yang lebih dibandingkan pelanggan / relasi lainnya.

·         Memberikan informasi kepada pegawai lainnya untuk mengetahui secara pasti pelanggan / relasi mereka, mengetahui kebutuhannya dan membangun hubungan yang efektif antara perusahaan / organisasi, pelanggan / relasi dan partner pendukung lainnya.  Dengan kata lain, CRM dikembangkan untuk memberikan tingkat kepuasaan pelanggan / relasi sehingga akan tetap kembali dengan service yang perusahaan / organisasi berikan dan membuka peluang bagi perusahaan / organisasi menjadi pemenang dalam berbisnis. (http://www.groupsite.co.id/layanan_erp_crm.shtml)