BALANCING CUSTOMER ACQUISITION AND RETENTION WITH CAPACITY EXPANSION IN A FIBER-TO-THE-HOME BROADBAND SERVICE PROVIDER

• Main Author: Victoria Sandroto, Indah
• Format: Dissertations
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/44108
• Institution: Institut Teknologi Bandung

In facing fierce competition nowadays, companies strive for loyal customers. Therefore the concept of customer relationship management (CRM) is growing very rapidly. Customers are expected to keep making purchases and provide profits for the company. There are two main activities in CRM, namely cust...