CD Skripsi

Strategi Customer Relationship Management (Crm) Pt. Telkom Wilayah Telekomunikasi Riau Daratan Dalam Mempertahankan Loyalitas Pelanggan Indihome

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ABSTRACT
Strategy of Customer Relationship Management (CRM) PT. Telkom Mainland Riau Telecommunications Region in Maintaining Customer Loyalty IndiHome
By : Wan Ecika Amalia
Counselor : Ikhma Zurani, M.I. Kom
CRM (Customer Relationship Management) is customer relationship management which is one of the customer-oriented business activities. Through CRM, companies can carry out service and marketing functions automatically with the aim of retaining customers for as long as possible. This study aims to determine the CRM strategy in the customer care unit at PT. Telkom Witel Ridar so as to achieve customer loyalty.
This research was conducted at PT. Telkom Riau Mainland Telecommunications Area (Witel Ridar). The research concept used refers to the IDIC (identify, Differentiate, Interact, and Customize) concept proposed by Peppers and Rogers regarding the implementation of CRM. This study uses descriptive qualitative research methods with data collection techniques used are interviews, participant observation, and documentation. The technical analysis of the data used in this research is data reduction, presentation, conclusion and verification. For data development in order to obtain the validity of the data, researchers used the method of participation extension and triangulation of data sources, namely Assistant Manager CRM & Leveraging Customers, CRM & Leveraging Customers Staff, Customer Care Touch Point, and several customers of PT. Telkom Witel Ridar.
The results of this study are CRM is one of the strategies used by PT. Telkom Witel Ridar to establish relationships with customers whose coverage is very broad. And shows that PT. Telkom Witel Ridar has carried out a series of strategies according to the CRM stages. In customer management using IDIC's CRM concept, each of these components is a form of CRM implementation of PT. Telkom Witel Ridar in managing relationships with customers that combines strategic processes, communication skills of their Human Resources (HR) and technology. Starting from customer identification through NCX (New Customer Experience), My CX (Customer Experience), and starclick. Then differentiate customers based on certain categories that refer to existing customer data. Interacting through various intermediary channels or directly, in order to provide convenience for customers in submitting various complaints and wishes while subscribing to IndiHome. And also seeks to modify various services and promos on a regular basis so that they can be adapted to the needs of the intended customers.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

1801113504

Penerbit

Pekanbaru : Universitas Riau - FSIP - ILMU KOMUNIKASI., 2022

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

1801113504

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

ILMU KOMUNIKASI

Info Detail Spesifik

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Pernyataan Tanggungjawab

Deti

Versi lain/terkait

Lampiran Berkas

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