REDESIGN NEW CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM TO IMPROVE CUSTOMER RETENTION: CASE STUDY OF 4VM
The rapid development of hardware and software, and the desire to make everything cost-effective, push IT consultant business to compete with each other providing the best service and quality for their clients to keep existing in this Industry. Build a good Customer Relationship Management is on...
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| Format: | Theses |
| Language: | Indonesia |
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| Online Access: | https://digilib.itb.ac.id/gdl/view/51078 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | The rapid development of hardware and software, and the desire to make everything
cost-effective, push IT consultant business to compete with each other providing
the best service and quality for their clients to keep existing in this Industry. Build
a good Customer Relationship Management is one of the major keys to having a
deeper insight into their clients.
This final project aims to investigate the factors that could potentially arise that lead
to low customer retention and to provide the level of value in each customer for
segmentation as well as the best strategy for 4Vision Media to improve customer
retention.
The qualitative research approach used in this final project is design to ensure an
in-depth understanding of the role of the company and the situation in favor of
exploring variables that could possibly occur, relevant to the service provider sector
and its customer relationship to improve customer retention. The quantitative
research approach is design to measure a number of customer metrics as a part of
CRM strategy in order to improve customer retention. This final project is assist by
primary and secondary data.
The key to success in CRM is to establish good communication between the
consumer and the company. The effort to always satisfy customers is the key to
CRM success and 4Vision goals to increase customer retention can be achieved.
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