UPAYA UNTUK MEMPERTAHANKAN DAN MENINGKATKAN LOYALITAS PELANGGAN PT ECOLAB INDONESIA DIVISI MAKANAN DAN MINUMAN DI JAWA TIMUR
Customer Relationship Management (CRM) has become an important part of company�s business strategy in order to retain company-customer relationship by focus on customer needs and satisfaction. This customer-centric approach is an proactive form of service that has a purpose to increase customer lo...
| Main Authors: | , |
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| Format: | Thesis |
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[Yogyakarta] : Universitas Gadjah Mada
2012
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| _version_ | 1826045615918809088 |
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| author | , Budi Priantono , Dr. Bernardinus Maria Purwanto, MBA., Ph.D. |
| author_facet | , Budi Priantono , Dr. Bernardinus Maria Purwanto, MBA., Ph.D. |
| author_sort | , Budi Priantono |
| collection | UGM |
| description | Customer Relationship Management (CRM) has become an important part of company�s
business strategy in order to retain company-customer relationship by focus on customer
needs and satisfaction. This customer-centric approach is an proactive form of service
that has a purpose to increase customer loyalty. Loyalty program is element of CRM
strategy offered to build emotional bonding of customer with a brand. Hence, this
program is designed not only to increase repeat order from customer but also to let them
experience benefits that could not be provided by competitors.
The objective of this research is to analyze customer loyalty using case study of
PT. Ecolab Indonesia Food and Beverage Division. Sales and customers data were
utilized to identify decrease in product sales that caused by costumers behavior switching
to competitor�s products. Factors causing decrease in sales as well as loyalty program
were further evaluated to improve CRM strategy. Five forces Porter Model used to
analyze external factors that influence the business environment. Final purpose of this
study is to give useful recommendation and strategies for PT. Ecolab Indonesia in order
to increase customer loyalty. |
| first_indexed | 2024-03-13T22:39:51Z |
| format | Thesis |
| id | oai:generic.eprints.org:99665 |
| institution | Universiti Gadjah Mada |
| last_indexed | 2024-03-13T22:39:51Z |
| publishDate | 2012 |
| publisher | [Yogyakarta] : Universitas Gadjah Mada |
| record_format | dspace |
| spelling | oai:generic.eprints.org:996652016-03-04T08:45:56Z https://repository.ugm.ac.id/99665/ UPAYA UNTUK MEMPERTAHANKAN DAN MENINGKATKAN LOYALITAS PELANGGAN PT ECOLAB INDONESIA DIVISI MAKANAN DAN MINUMAN DI JAWA TIMUR , Budi Priantono , Dr. Bernardinus Maria Purwanto, MBA., Ph.D. ETD Customer Relationship Management (CRM) has become an important part of company�s business strategy in order to retain company-customer relationship by focus on customer needs and satisfaction. This customer-centric approach is an proactive form of service that has a purpose to increase customer loyalty. Loyalty program is element of CRM strategy offered to build emotional bonding of customer with a brand. Hence, this program is designed not only to increase repeat order from customer but also to let them experience benefits that could not be provided by competitors. The objective of this research is to analyze customer loyalty using case study of PT. Ecolab Indonesia Food and Beverage Division. Sales and customers data were utilized to identify decrease in product sales that caused by costumers behavior switching to competitor�s products. Factors causing decrease in sales as well as loyalty program were further evaluated to improve CRM strategy. Five forces Porter Model used to analyze external factors that influence the business environment. Final purpose of this study is to give useful recommendation and strategies for PT. Ecolab Indonesia in order to increase customer loyalty. [Yogyakarta] : Universitas Gadjah Mada 2012 Thesis NonPeerReviewed , Budi Priantono and , Dr. Bernardinus Maria Purwanto, MBA., Ph.D. (2012) UPAYA UNTUK MEMPERTAHANKAN DAN MENINGKATKAN LOYALITAS PELANGGAN PT ECOLAB INDONESIA DIVISI MAKANAN DAN MINUMAN DI JAWA TIMUR. UNSPECIFIED thesis, UNSPECIFIED. http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=55927 |
| spellingShingle | ETD , Budi Priantono , Dr. Bernardinus Maria Purwanto, MBA., Ph.D. UPAYA UNTUK MEMPERTAHANKAN DAN MENINGKATKAN LOYALITAS PELANGGAN PT ECOLAB INDONESIA DIVISI MAKANAN DAN MINUMAN DI JAWA TIMUR |
| title | UPAYA UNTUK MEMPERTAHANKAN DAN MENINGKATKAN LOYALITAS PELANGGAN PT ECOLAB INDONESIA DIVISI MAKANAN DAN MINUMAN DI JAWA TIMUR |
| title_full | UPAYA UNTUK MEMPERTAHANKAN DAN MENINGKATKAN LOYALITAS PELANGGAN PT ECOLAB INDONESIA DIVISI MAKANAN DAN MINUMAN DI JAWA TIMUR |
| title_fullStr | UPAYA UNTUK MEMPERTAHANKAN DAN MENINGKATKAN LOYALITAS PELANGGAN PT ECOLAB INDONESIA DIVISI MAKANAN DAN MINUMAN DI JAWA TIMUR |
| title_full_unstemmed | UPAYA UNTUK MEMPERTAHANKAN DAN MENINGKATKAN LOYALITAS PELANGGAN PT ECOLAB INDONESIA DIVISI MAKANAN DAN MINUMAN DI JAWA TIMUR |
| title_short | UPAYA UNTUK MEMPERTAHANKAN DAN MENINGKATKAN LOYALITAS PELANGGAN PT ECOLAB INDONESIA DIVISI MAKANAN DAN MINUMAN DI JAWA TIMUR |
| title_sort | upaya untuk mempertahankan dan meningkatkan loyalitas pelanggan pt ecolab indonesia divisi makanan dan minuman di jawa timur |
| topic | ETD |
| work_keys_str_mv | AT budipriantono upayauntukmempertahankandanmeningkatkanloyalitaspelangganptecolabindonesiadivisimakanandanminumandijawatimur AT drbernardinusmariapurwantombaphd upayauntukmempertahankandanmeningkatkanloyalitaspelangganptecolabindonesiadivisimakanandanminumandijawatimur |