DEVELOPMENT OF CRM CUSTOMER CENTRIC MODEL

• Main Author: DIANI (NIM 23506004); Pembimbing: Dr. Ir. Husni Setiawan Sastramihardja, M.T., FITRI
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/12956
• Institution: Institut Teknologi Bandung

The objective of this research is to examine variabels which influence at designing CRM Customer Centric Model, developing CRM Customer centric model for life insurance company, examining wheter the model had an effect on increasing customer loyalty deegre and developing recommendation of management customer business process for model that developed. Development of model use Payne model as a basic model and have been done at section of touchpoint selection and feature which customer like and be examined how much it effect on customer loyalty deegre in percentage. The model is designed use assesment variables which hipotetizes have relationship with development of CRM Customer centric model. The examination have been done use one of Statistics test instrumen that function to examine independency between two variables, Chi-Square Analisys. Respondens that selected are variety of life insurance clients around Bandung.<p>From the research have as a conslusion that by means of using CRM Customer Centric framework, that is understanding market and customers which done with survey method and using payne model as basic model, so development of CRM customer centric model for life insurance company succeeded to be done. <br />