REDESIGN NEW CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM TO IMPROVE CUSTOMER RETENTION: CASE STUDY OF 4VM

• Main Author: Putri Rahmadhani, Fela
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/51078
• Institution: Institut Teknologi Bandung

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.