Informasi Detil Paper

Judul: Meningkatkan Kesetiaan Pelanggan Lewat Customer Relation Management
Penulis: Dinatonia J. Matruty & Johanis D. Borolla  || email:
Jurnal: Soso-Q Vol. 2 no. 2 - hal. 135-149 Tahun 2010  [ Ekonomi dan Bisnis ]
Keywords:  Customer Relationship, Management, Customer, Satisfaction, Customer Loyalty
Abstract: Maximization of customer satisfaction cannot now be achieved solely through pricing strategies and product quality post-sale service as well. Several new approaches can be done as a solution. One approach that can be done is through Customer Relationship Management (CRM). CRM used to improve customer satisfaction and customer loyalty by providing ease of access to information and also create more personal and close relationship between the company and build trust with customers by providing more choice to customers. This is possible because the application of CRM in the crutch by information technology (IT) can help to save the information, sort it out (data warehousing), or to track and obtain detailed data on economic, demographic, lifestyle, psychographic, and elements-interactive elements of the customer. Usually, when CRM is well done, information about the customer interaction records will be available in detail, allowing the company to have a better idea in providing products and services that better suit the needs and wants of customers as well as the most satisfying.
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