ANALISIS IMPLEMENTASI CUSTOMER RELATIONSHIP MANAGEMENT (CRM) STUDI PADA PT VIVASTOR TECHNO LOGICA SEBAGAI PENGEMBANG APLIKASI LUMBUNG GEOAPPLIANCE
The research was motivated by the lack of customer loyalty and there are complaints from customers to PT Vivastor Techno Logica. So the company needs to create a program in which to solve the above problems. Customer Relationship Management ( CRM ) is the selected program to increase customer satisf...
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| Main Authors: | , |
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| Format: | Theses and Dissertations NonPeerReviewed |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2014
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| Subjects: | |
| Online Access: | https://repository.ugm.ac.id/133525/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=74225 |
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| Institution: | Universitas Gadjah Mada |
| Summary: | The research was motivated by the lack of customer loyalty and there are
complaints from customers to PT Vivastor Techno Logica. So the company needs to
create a program in which to solve the above problems. Customer Relationship
Management ( CRM ) is the selected program to increase customer satisfaction by
improving relationships between clients and developer as well as resolve customer
complaints. Framework of CRM includes the design and strategy of the organization
in accordance with the CRM design, CRM implementation analysis and execution of
interactions with customer.
The research method used was a qualitative research method. Technique of
data collection was conducted by using interview technique. Researcher conducted
interviews with three informants, namely the first of the top level management,
develop, and implementation team.
The results showed that the company already has had a high organizational
readiness for implementing CRM. It can be seen from the vision and mission of the
company that focus on customer. In terms of CRM implementation, the company
already has a team with diverse backgrounds and competencies required by the
customer. But in terms of execution team, the company still needs to improve its
interaction with the customers. |
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