Evaluasi Strategi Customer Relationship Management pada PT.Cipta TPI
This study aims to determine and explain the evaluation strategy at the company's customer relationship management. This study analyzes the behavior of the 4 dimensions of customer relationship management, which focus on key customers, CRM organization, knowledge management and technology-based...
| Main Authors: | , |
|---|---|
| Format: | Thesis |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2011
|
| Subjects: |
| _version_ | 1826043739587477504 |
|---|---|
| author | , Indra , Wakhid Slamet Ciptono, ph.D, |
| author_facet | , Indra , Wakhid Slamet Ciptono, ph.D, |
| author_sort | , Indra |
| collection | UGM |
| description | This study aims to determine and explain the evaluation strategy at the company's
customer relationship management. This study analyzes the behavior of the 4 dimensions
of customer relationship management, which focus on key customers, CRM organization,
knowledge management and technology-based CRM. Tests carried out on human
resources related to customer relationship management, namely commercial & customer
service division, division information technology and sales & marketing division.
Research conducted on 29 respondents consisting of 20 in sales & marketing
division, 5 in the client service division and 4 in the division of information technology.
The sample selection was conducted using purposive sampling, analytical techniques
used to analyze data is factor analysis and descriptive statistics.
From the results of the analysis conducted found that the implementation of
strategies that go to make not only the company gets, increase and retain customers, but
also will make customers loyal to the company. Furthermore, to maintain continuity of
business enterprise, Companies can analyze what kind of CRM that runs today can be
seen from the behavior of the dimensions of customer relationship management will
provide an assessment based on four main dimensions of customer focus, CRM
organization, knowledge management and CRM-based technology. Companies must
improve on its customer relationships, it is necessary to constantly monitor their behavior
and internal processes. The purpose of this research prove what areas need to be
improved and at the right again so that the CRM aspects of the company can run better. |
| first_indexed | 2024-03-13T22:08:31Z |
| format | Thesis |
| id | oai:generic.eprints.org:89832 |
| institution | Universiti Gadjah Mada |
| last_indexed | 2024-03-13T22:08:31Z |
| publishDate | 2011 |
| publisher | [Yogyakarta] : Universitas Gadjah Mada |
| record_format | dspace |
| spelling | oai:generic.eprints.org:898322014-08-20T02:52:04Z https://repository.ugm.ac.id/89832/ Evaluasi Strategi Customer Relationship Management pada PT.Cipta TPI , Indra , Wakhid Slamet Ciptono, ph.D, ETD This study aims to determine and explain the evaluation strategy at the company's customer relationship management. This study analyzes the behavior of the 4 dimensions of customer relationship management, which focus on key customers, CRM organization, knowledge management and technology-based CRM. Tests carried out on human resources related to customer relationship management, namely commercial & customer service division, division information technology and sales & marketing division. Research conducted on 29 respondents consisting of 20 in sales & marketing division, 5 in the client service division and 4 in the division of information technology. The sample selection was conducted using purposive sampling, analytical techniques used to analyze data is factor analysis and descriptive statistics. From the results of the analysis conducted found that the implementation of strategies that go to make not only the company gets, increase and retain customers, but also will make customers loyal to the company. Furthermore, to maintain continuity of business enterprise, Companies can analyze what kind of CRM that runs today can be seen from the behavior of the dimensions of customer relationship management will provide an assessment based on four main dimensions of customer focus, CRM organization, knowledge management and CRM-based technology. Companies must improve on its customer relationships, it is necessary to constantly monitor their behavior and internal processes. The purpose of this research prove what areas need to be improved and at the right again so that the CRM aspects of the company can run better. [Yogyakarta] : Universitas Gadjah Mada 2011 Thesis NonPeerReviewed , Indra and , Wakhid Slamet Ciptono, ph.D, (2011) Evaluasi Strategi Customer Relationship Management pada PT.Cipta TPI. UNSPECIFIED thesis, UNSPECIFIED. http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=51093 |
| spellingShingle | ETD , Indra , Wakhid Slamet Ciptono, ph.D, Evaluasi Strategi Customer Relationship Management pada PT.Cipta TPI |
| title | Evaluasi Strategi Customer Relationship Management pada PT.Cipta TPI |
| title_full | Evaluasi Strategi Customer Relationship Management pada PT.Cipta TPI |
| title_fullStr | Evaluasi Strategi Customer Relationship Management pada PT.Cipta TPI |
| title_full_unstemmed | Evaluasi Strategi Customer Relationship Management pada PT.Cipta TPI |
| title_short | Evaluasi Strategi Customer Relationship Management pada PT.Cipta TPI |
| title_sort | evaluasi strategi customer relationship management pada pt cipta tpi |
| topic | ETD |
| work_keys_str_mv | AT indra evaluasistrategicustomerrelationshipmanagementpadaptciptatpi AT wakhidslametciptonophd evaluasistrategicustomerrelationshipmanagementpadaptciptatpi |