DEVELOPMENT PROGRAM OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) OF SPEEDY REMINDING CALL (RC) PROGRAM BANDUNG IN UNIT BILLING & COLLECTION (UBC) DIVRE III PT. TELKOM, Tbk

• Main Author: Eka Noorliana (NIM 29105352), Nuril
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/6566
• Institution: Institut Teknologi Bandung

ABSTRACT: <br /> <br /> <br /> <br /> <br /> Growth of information and telecommunications industry become progressively interesting with apparition of internet in everyday life. According to research from Goldman Sach Research in Economic Review No.204 of June 2006, growth of internet reach growth 31,06percent per year during period 2000-2005 and Badan Perencanaan Pembangunan Nasional (Bappenas) estimate as long as 2005-2009, accretion fixed phone will reach 18,82 million line. Growth of internet conformity with growth of fixed phone, inspire PT. Telkom, Tbk offering product of Speedy for internet connection through fixed phone. <br /> <br /> <br /> <br /> <br /> In order to improve management telecommunication services receivable, UBC Divre III Telkom execute Speedy RC Program as a reminder for invoice payment of Speedys billing. Along with this RC program execution, there are still some problems which can induce pay off of customer invoice. Therefore, an evaluation and analysis to RC Speedy program which can influence behavior of the customer require to be conducted. <br /> <br /> <br /> <br /> <br /> The evaluation and analysis are conducted to formulate development of RC Speedy program by examining customer behavior in billing payment, respond and opinion of Speedys customer about RC program. This Research is allied also with literature study and interview with competent party in the company. Attitude analysis of customer based on belief, feeling and behavioral intention express that obtain RC Speedy program, good billing calculation and payment media, change its customer behavior become positive. Evaluation of relationship program based on factors of customer service, loyalty programs, customization, reward programs and community building, indicate that limit usage reminder of Speedys billing and the patience of RCs operator become variables which require to be paid attention besides variable which have good assessment. <br /> <br /> <br /> <br /> <br /> The proposal of development RC program which can be implemented for improving CRM of UBC Divre III Telkom is additional service program about limitation of Speedy usage, training of communications and construction of relation between management and RC operator.