Handojo Triyanto

A lot of people know about Customer Relationship Management (CRM) concept. They know it involves Marketing and Sales areas. It also involves Customer Services or Servicing area. When there is a question: "Does CRM scope reach to Operations?" Some people says "No". But the truth is "Yes". In facts, some parts of Operations processes are part of CRM scope. To implement CRM it does not only involve Marketing and Sales. It does not only involve Customer Service (CS), but it also involves some parts of Operations processes. From CRM definition it involves all organization's customer-facing activities such as product/service delivery, customer payments/collections, product/service change request, etc, which are under Operations area. Sometimes Customer Service is assumed under Operations, that's why Operations is part of CRM. However, even though Customer Service is separated from Operations, there are still parts of Operations processes facing to cus...

In recent several years there are so many fintech (financial technology) startup companies were born in many countries in the world such as China, Hongkong, India, Singapore, Malaysia, Indonesia, etc. Why do they emerge and can be existed until now? What lessons learned can we take from this phenomenon, especially lessons for the existing financial institutions ? The answer can be found as below: Startup Fintech emerges and thrives because people's needs have not been fulfilled yet by traditional financial institutions. The people's needs that have not been fulfilled consist of 3 things: First thing is the consumer segment that are not feasible to use the financial institution's services. For examples: people that don’t have savings account, not feasible to get lending from banks, the insurance premium is too high, etc. Second thing is the customer experiences (more usable, more practical) that are not provided by the financial institution's. F...