14 Customer Relationship Management

Holland, Heinrich

doi:10.15358/9783800653140-283

Cited by 2 publications

(3 citation statements)

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“…Dunia bisnis memiliki istilah untuk mengelola hubungan dengan pelanggan yang disebut dengan CRM (Customer Relationship Management). Costumer Relationship Managemen (CRM) adalah proses mendapatkan, mempertahankan, dan mengembangkan pelanggan yang menguntungkan (profitable costumers) (Holland, 2016). Seperti yang diungkapakan oleh Graffin menunjukan bahwa 80% pendapatan yang didapatkan berasal dari 20% konsumen yang bertahan, artinya membangun relasi yang baik dengan pelanggan akan jauh lebih bermakna dan baik daripada hanya menjual produk-produk yang bermutu tinggi, karena persaingan yang ada.…”

Section: Pendahuluanunclassified

“…Manfaat dari Customer Relationship Management antara lain sebagai berikut (Holland, 2016) pertama mendorong loyalitas pelanggan Customer Relationship Management memungkinkan perusahaan untuk mendayagunakan informasi dari semua titik kontak dengan pelanggan, mulai dari web, call center, hingga staf pemasaran dan pelayanan di lapangan. Konsistensi dan aksesibilitas informasi mengenai kondisi pelanggan di lapangan ini memungkinkan perusahaan untuk senantiasa memberikan pelayanan yang lebih baik kepada pelanggan.…”

Section: Tinjauan Pustaka a Customer Relationship Management (Crm)unclassified

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Implementasi CRM (Customer Relationship Management) Di Perpustakaan Daerah Medan

Soraya,

Sazali

2023

PusKar

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Customer Relationship Management (CRM) is a management approach that places customers in a process and implementation of the company's marketing strategy. The focus of CRM is Medan City library customers. What is needed by library customers, how to get used to them, and how a library can maintain good relations with library users, all collected in a CRM that provides satisfaction for users and in the end everything is able to tailor and maintain a users’ library. The approach used in this study is a qualitative approach that is descriptive in nature, the data sources of this research are secondary and primary. The data collection technique used is interview, the data analysis technique is descriptive analysis, namely a method that describes research results by examining data obtained from companies and then compared with various theories that support research problems. Based on the results of the research conducted, the conclusion is that the form of CRM (Customer Relationship Management) implementation in increasing and retaining library customers is in accordance with the theory put forward by Lukas (2001) that there are three dimensions, namely the dimensions of people, processes and technology that have been implemented properly. well then the two fundamental elements of customer loyalty have also been implemented and run well by the Medan Regional Library.

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Section: Pendahuluanunclassified

Section: Tinjauan Pustaka a Customer Relationship Management (Crm)unclassified

Implementasi CRM (Customer Relationship Management) Di Perpustakaan Daerah Medan

Soraya,

Sazali

2023

PusKar

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“…Nevertheless, most banks have made their best efforts to improve CRM implementation in meeting customer needs, including providing information about the knowledge of various features and attributes of the products offered. However, some companies in the service sector do not know for sure how many customers feel the effects of CRM implementation (Agung, 2013;Holland, 2016;Putra et al, 2017). Then One of the dissemination of information using technology is Online Customer Review.…”

Section: Introductionmentioning

confidence: 99%

Customer Review and Customer Relationship Management Analysis of B2B Product Purchase Decisions

Halim,

Lukiyanto

2023

E3S Web Conf.

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Customer reviews, which are often called testimonials, and relationship management are two things that are believed to be important factors in purchasing decisions in the digital marketing era. However, existing research is still dominated by end-user objects or individual consumers. This study aims to determine the effect of customer reviews (Testimonies) and customer relationship management on purchasing decisions made by organizations or companies. Using quantitative research methods. with 60 respondents who are customer companies from Brightindo (suppliers of cleaning chemicals). Data was collected through questionnaires in google forms which were sent to respondents and processed using SPSS software. The results of data processing show that customer review has an effect and is significant on purchasing decisions, for customer relationships it has no effect and is not significant on purchasing decisions, for customer reviews and customer relationships it simultaneously affects purchasing decisions.

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14 Customer Relationship Management

Cited by 2 publications

References 0 publications

Implementasi CRM (Customer Relationship Management) Di Perpustakaan Daerah Medan

Implementasi CRM (Customer Relationship Management) Di Perpustakaan Daerah Medan

Customer Review and Customer Relationship Management Analysis of B2B Product Purchase Decisions

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