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Mahanani, Prima Ayu Rizqi. "Customer Relations Management sebagai Salah Satu Upaya Public Relations Perusahaan Jasa Perbankan Menciptakan Good Image". Jurnal ASPIKOM 1, n.º 6 (25 de janeiro de 2017): 551. http://dx.doi.org/10.24329/aspikom.v1i6.58.
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This article deals with marketing trends in the 21st century is shifting from a transactional approach to the relational approach with focus on the fulfillment of needs, satisfaction, and pleasure affect business banking customers are very dependent on the customer. Map business services banking services fickle demands creativity public relations in providing the best service to its customers get a good image. Service concept using the service paradigm leading to cultivate the power of the customer based on the customer satisfaction-oriented, widely used by business banking services at this time. Paradigms that focus on how to provide services to the customer so that the customer was satisfied, beyond what can be given to something that is important and not to be underestimated. Skills to understand and fulfill customer expectations should be every company’s business philosophy of banking services and customer relationship management is a strategy
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Sagiyanto, Asriyani, Ayu Andini Mawadda, Ade Rahmah e Ardian Setio Utomo. "Communication Strategy Customer Relations Officer PT Dwitunggal Putra Pegadai Tangerang Branch in Handling Customer Complaints". Buletin Poltanesa 25, n.º 1 (19 de junho de 2024): 46–51. http://dx.doi.org/10.51967/tanesa.v25i1.3050.
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Customer Relations Officers are a bridge between customers and the company, especially in handling customer complaints. This research aims to determine the company customer relations office strategy PT Dwitunggal Putra Pegadai Tangerang branch in handling customer complaints. This study used a descriptive qualitative method. This research shows that Customer Relations Officers are essential in handling customer complaints and creating customer satisfaction. The Customer Relations Officer's process in resolving customer complaints can be carried out from the start, namely identifying existing problems, what complaints the customer is complaining about, developing a plan to resolve the complaint, and then acting and communicating efforts to improve customer complaints. Moreover, this is the re-evaluation stage of whether the Customer Relations Officer has resolved the problem. Apart from that, it also carries out several strategic steps in relations with customers namely Fact-finding which is it appears that accurate data and evidence support problems, Planning and Programming which the company creates a way that can connect between companies with customers, Taking Action and Communicating which the company prioritizes a personal approach to consumers and Evaluation which the company gets a good score from CSI in terms of customer satisfaction. The company can resolve the problems included in the service mechanism.
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Rahman, Fairizal. "Marketing Public Relations Starbucks Indonesia dalam Membangun Loyalitas Customer". Jurnal Kopis: Kajian Penelitian dan Pemikiran Komunikasi Penyiaran Islam 6, n.º 1 (31 de agosto de 2023): 50–75. http://dx.doi.org/10.33367/kpi.v6i1.3737.
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In the Coffee Shop business in Indonesia, competition is becoming increasingly intense. The success of a company in competing with its rivals depends on the good relationship between the company and its customers through optimal service that meets their needs. To build customer loyalty, a crucial role is played inpublic relations. One of the strategies used by companies to build customer loyalty is through Marketing Public Relations. The purpose of this research is to determine how Starbucks Coffee Indonesia uses Marketing Public Relations strategies to build customer loyalty. A qualitative research method was used in this study with data collection techniques through literature review. The results of this research show that Starbucks Coffee Indonesia has successfully built customer loyalty through three main strategies: creating emotional connections with customers, using easily recognizable merchandise and branding, and implementing Customer Relations in loyalty programs. Starbucks Coffee Indonesia creates emotional connections with customers through comfortable store designs, serving quality coffee, and providing personal attention and rewards to customers. The company also uses easily recognizable merchandise and branding, with the Starbucks logo as a means to build customer loyalty. Lastly, the implementation of Customer Relations by baristas in the loyalty program is also an important factor in building customer loyalty. This research concludes that Starbucks Coffee Indonesia has successfully utilized Marketing Public Relations strategies optimally to build customer loyalty, as evidenced by the company's success in overcoming the increasingly intense competition in the Coffee Shop business in Indonesia. From an Islamic communication perspective, Starbucks' marketing public relations communication has also fulfilled the principles of communication in Islam: qaulan sadiddan, qaulan balighan, qaulan maysuran, qaulan layyinan, and qaulan kariman.
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Thompson, Kathy T. "Customer Relations Enhance Community Relations". Kappa Delta Pi Record 24, n.º 4 (julho de 1988): 110–13. http://dx.doi.org/10.1080/00228958.1988.10517858.
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Khalid Hamed Aljabri, Khalid Hamed Aljabri. "Methods of Using Twitter in Marketing the Activities of Public Relations Departments in the Saudi Airline Market: أساليب استخدام تويتر في الأنشطة التسويقية لإدارات العلاقات العامة بسوق الطيران السعودي". مجلة العلوم الإنسانية و الإجتماعية 6, n.º 1 (28 de janeiro de 2022): 26–43. http://dx.doi.org/10.26389/ajsrp.d130921.
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The study aimed to identify the most important marketing activities of public relations departments in the Saudi aviation market, and to identify the methods of using Twitter in the marketing activities of public relations departments in the Saudi aviation market. It also aimed to reveal its strengths and weaknesses, and to monitor the content of marketing tweets published by public relations departments in the Saudi aviation market via Twitter. The study sample consists of the twitter accounts of the General Authority of Civil Aviation, Saudi Arabian Airlines, and Flynas. The study concluded that the most important marketing activities of the public relations departments in Saudi Airlines and flynas were to respond to the customer in private, and then allocate a number for the customer to follow up with him. The study concluded by extracting the most prominent methods of using Twitter in the marketing activities of public relations departments in the Saudi aviation market, where these methods consisted of communicating with the customer with the reservation number for his service, then responding to the customer in private, and then welcoming the customer. The study also showed that the most important strengths in the marketing activities of public relations departments in the Saudi aviation market are the immediate response to the customer's inquiry, and then allocating a number to follow up the customer's complaint. On the other hand, the most important weaknesses in the marketing activities of the public relations departments in the Saudi aviation market are that communication takes place only via the ticket number or the reservation reference number, and then the weakness of scheduling new flights. The study showed that the most prominent contents of the marketing tweets published by the public relations departments in the Saudi aviation market consisted of re-tweets and admiration, and then directing customers to their inquiries.
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Muhammad, Lakhi, e Gul-e.-Rana Gul-e-Rana. "Do service firm employee and customer relations matter for customer forgiveness in service recovery?" Asia Pacific Journal of Marketing and Logistics 31, n.º 4 (9 de setembro de 2019): 1216–32. http://dx.doi.org/10.1108/apjml-09-2018-0355.
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PurposeCustomer forgiveness is gaining importance in service recovery. This study debates that service firm employees and the customers’ relations are supportive resources for the customer while deciding for forgiveness. Accordingly, the purpose of this paper is to test the effects of structural, relational and cognitive social capital on customer forgiveness and thereof the effects of customer forgiveness on negative word of mouth and repatronage intentions.Design/methodology/approachPartial least squares–structural equation modeling was employed to test the hypothesized relations on usable data from 428 banking customers who registered their complaint recently.FindingsResults show that structural, relational and cognitive social capital explained a unique variance in customer forgiveness with significant positive influence, whereas customer forgiveness has a significant positive effect on repatronage intentions and a significant negative influence on negative word of mouth.Originality/valueCustomer forgiveness is a convincing idea in service recovery. This study proposed and empirically verified that social capital in relations of service firm employee and customer relations is important for customer forgiveness to minimize negative word of mouth and enhance repatronage intentions.
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Natalia, Natalia, Cooky Tri Adhikara e Shirley Agusthina. "Analisis Implementasi Customer Relationship Management dan Marketing Public Relations terhadap Nilai Pelanggan dan Dampaknya terhadap Loyalitas Pelanggan: Studi Kasus Grand Tropic Suites’ Hotel". Binus Business Review 3, n.º 1 (31 de maio de 2012): 513. http://dx.doi.org/10.21512/bbr.v3i1.1339.
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The impact of the globalization resulted in the business world being colored by the increase of high competition. Because of that the perpetrators of the business must continue to maintain the continuity of his business and to try to look for the opportunity by making use of the superiority that was owned. One of the methods that could be followed was constructive the customer's loyalty by maintaining the available customer so as they were loyal and did not move to the other competitor. Therefore, it is important for the company to create the value of the superior for the customers. The case study was about Customer Relationship Management program (CRM) and Marketing Public Relations (MPR) that was carried out by Grand Tropic Suites’ Hotel to create the value of the superior of the customers where being expected with this superior value to be able to affect the customer to loyal to the Hotel. The aim of this research was to analyze the implementation of Customer Relationship Management programs (CRM) and Marketing Public Relations (MPR) towards the Perceived Value and it impact towards Customer Loyalty.
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Aina Kusumawati Sagual Putri, Mochammad Mirza, Ari Suseno e Alamsyah. "STRATEGI HUMAS PERUMDAM TIRTA KERTA RAHARJA KABUPATEN TANGERANG DALAM MENANGANI KELUHAN PELANGGAN". INTERPRETASI : Communication & Public Relation 4, n.º 1 (28 de fevereiro de 2024): 35–45. http://dx.doi.org/10.53990/interpretasi.v4i1.154.
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This research examines the public relations strategy of PERUMDAM TKR Tangerang Regency in handling customer complaints and improving service. A fast and precise strategy is needed to handle customer complaints. The purpose of this research is to find out the strategies used by PERUMDAM TKR Tangerang Regency public relations in handling customer complaints. This research uses a descriptive qualitative approach, meaning it provides a thorough and in-depth explanation of the subject matter discussed. Data shows that public relations must understand their primary role in handling customer complaints. This includes handling customer technical and administrative complaints. A public relations strategy is needed to handle customer complaints more efficiently. The results of this research are 1. Public Relations has strategic stages in handling customer complaints, 2. Public Relations does not only handle complaints, but provides company information to customers via social media, 3. Public Relations carries out good two-way communication, 4. The percentage of PR services increases every year, 5. The obstacle in handling customer complaints is that we cannot directly process complaints that go to the PR department.
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Susilowati, Susilowati, Titi Widaningsih e Toto Soebandoro. "Strategi Customer Relations dan Kekayaan Media PT Mandiri Cipta Sejahtera Pada Masa Pandemi COVID-19". Jurnal Komunikasi 12, n.º 2 (29 de setembro de 2021): 152–61. http://dx.doi.org/10.31294/jkom.v12i2.11496.
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The impact that occurred during the COVID-19 pandemic with the determination to work from home (WFH) which resulted in the obstruction of face-to-face communication activities with customers, thus requiring a strategy to establish relationships and maintain good communication with customers. The purpose of this study is to identify and describe the strategy of customer relations and the use of video conferencing using Zoom Cloud Meeting. The concept of Customer Relations Strategy used is Qutlip and Wood and Smith's Computer Mediated Communication (CMC) Theory and Daft and Lengel's Media Richness Theory. Research at PT Mandiri Cipta Sejahtera uses a qualitative approach with descriptive methods and uses the postpositivism paradigm. Data analysis uses Huberman and Miles data analysis, namely Data Reduction by collecting field data such as interviews, videos of the Zoom Meeting, data from the company's website and social media. The results of the study: (1) the company's customer strategy has met the stages of the customer relations strategy, namely; Fact Finding, Planning and programming, Taking action and communicating, evaluation, and the company has carried out customer relations activities, namely superior service to customers, excellent service (service off excellence) and good relations with customers (good relationship). (2) In the use of Zoom Cloud Meetings as a media resource, the implementation of Zoom Meetings is not fully media capable of sending many signals, and able to provide immediate feedback, can perform various languages, symbols and share data, also able to focus on delivering messages. Keywords: Strategi Customer Relations, Video Konfrensi, Computer Mediated Communications, Kekayaan Media
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Pulih Asih, Akas Yekti, Budhi Setianto, Agus Aan Adriansyah, Difran Nobel Bistara e Nikmatus Sa'adah. "Efforts to increase interest in using company guaranteed patients by approaching customer relations management". Bali Medical Journal 11, n.º 2 (31 de julho de 2022): 660–64. http://dx.doi.org/10.15562/bmj.v11i2.3136.
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Introduction: Customer relationship management (CRM) is a strategy hospitals can use to realize patient-centered care. The study was based on the low interest in inpatient visits by company guarantees, where only 11.4% of employees used inpatient facilities at Ciputra Mitra Hospital (CMH). This study aimed to develop an effort to increase inpatient visits by company guarantees at CMH Banjarmasin. Methods: This study was conducted on 95 respondents from company customers. Of the 95 customers, they are divided into actual customers, namely those who have used inpatient services, as many as 58 people and potential customers who have not utilized as many as 37 people. The data is processed by classifying some between actual and potential customers and processed descriptively from several variables, including Satisfaction, Interact and Loyalty. Results: This study informs that the low interest in visiting is strongly influenced by customer knowledge regarding the company's cooperation with hospitals and services following customer needs. The actual customer differentiation is mostly just first-timers and repeat customers, while the rest are prospects who have not taken advantage of the services at CMH. The interaction of the hospital with partner company customers at CMH influences satisfaction with a significance of <0.001, while the resulting patient satisfaction influences loyalty with a significance of <0.001, thereby increasing customer loyalty. Conclusion: Based on this study, most customers were prospective customers who had never used inpatient services. The service experience felt by customers is the same as other customers, while customer loyalty to CMH is higher than customer loyalty to other hospitals.
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Bedi, Akanksha, e Aaron C. H. Schat. "Employee revenge against uncivil customers". Journal of Services Marketing 31, n.º 6 (11 de setembro de 2017): 636–49. http://dx.doi.org/10.1108/jsm-01-2016-0003.
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Purpose This study aims to examine the relations between service employee blame attributions in response to customer incivility and revenge desires and revenge behavior toward customers, and whether employee empathy moderated these relations. Design/methodology/approach The authors used survey data based on the critical incident method provided by a sample of 431 customer service employees. Findings The results suggested that blaming a customer was positively associated with desire for revenge and revenge behaviors against the uncivil customer. In addition, the authors found that blame was less strongly associated with desire for revenge when employees empathized with customers. Finally, the results show that an employee who desired revenge against the uncivil customer and who empathized with the customer was more – not less – likely to engage in revenge. Practical implications The authors found that when employees experience mistreatment from customers, it increases the likelihood that they will blame the offending customer and behave in ways that are contrary to their organization’s interests. The results suggest several points of intervention for organizations to more effectively respond to customer mistreatment. Originality/value In this study, the authors make one of the first attempts to investigate the relationships between service employee attributions of blame when they experience customer incivility, desire for revenge and customer-directed revenge behaviors. The authors also examined whether empathy moderates the relations between blame attribution, desires for revenge and revenge behavior.
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Lubis, Denada. "PENGARUH KUALITAS PROGRAM CUSTOMER RELATIONS TERHADAP TINGKAT KEPERCAYAAN PELANGGAN". Jurnal Visi Komunikasi 18, n.º 1 (14 de agosto de 2019): 19. http://dx.doi.org/10.22441/visikom.v18i1.6514.
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Kuningan City Mall is one of the property industry fields, namely a shopping mall that was established in 2012 in South Jakarta. Along with the development of the retail service industry, Kuningan City Mall is well aware of the importance of quality customer relations programs to increase customer trust which leads to satisfaction and profitability. In realizing customer trust requires a good or positive experience from a company. This experience can be realized through good communication in customer relations program activities, in this case Kuningan City Mall develops a "K-Passport" program to improve the quality of the customer relations program and enhance a sense of trust in the eyes of its customers. Quantitative research with explanative type was chosen because researchers wanted to measure the influence of the quality of the customer relations program on the level of customer trust. While the method used is survey method. Samples were taken according to the number of 100 respondents. The Quality of Program Customer Relationship variable regression coefficient (XI) is 0.896, meaning that if the other independent variables are fixed, then the Customer Trust Level (Y) will increase by 0.896. The quality of the Customer Relations Program is able to explain the influence of 87.4% on the dependent variable (Level of Customer Trust).
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Farhi, Faycal, Riadh Jeljeli, Khaled Zamoum, Yamine Boudhane e Faten Ben Lagha. "Metaverse Technology in Communication Practices: A Case Study of IT Products Retailers in the UAE". Emerging Science Journal 7, n.º 3 (10 de maio de 2023): 928–42. http://dx.doi.org/10.28991/esj-2023-07-03-019.
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Introduction: Retail companies aim to provide their customers with improved customer support and public relations services. For this purpose, metaverse technology is one of the most preferred approaches to improving customers’ buying and post-purchase experiences. Aims: This research also examined metaverse technology acceptance among the IT products and services companies in the United Arab Emirates. Methods: The researchers employed a self-proposed study model and used the structural equation modeling approach. Results: Results revealed that relative advantage significantly affects customer support and public relations. However, transparency does not affect customer service and public relations significantly, while the effect of perceived compatibility on customer support remained insignificant while public relations remained significant. Finally, the effect of public relations on metaverse technological acceptance remained insignificant. Besides, the effect of customer support on metaverse technology acceptance remained significant. Overall, the results supported the role of certain factors proposed by the diffusion of innovation theory in the context of PR and customer support, which is further accelerating the metaverse technology adoption among the IT retailers in the UAE. Conclusion: Thus, this study concludes that the role and adoption of metaverse technology not only highlight its acceptance but also address its importance in improving IT retail products and services. Doi: 10.28991/ESJ-2023-07-03-019 Full Text: PDF
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Liana, Mei Vita Hasti, Rosana Eri Puspita e Mochlasin Mochlasin. "MAXIMIZING PROMOTION MIX IN SHARIA BANKING TO INCREASE CUSTOMER'S DECISION-TO-SAVE". IQTISHADUNA 12, n.º 1 (28 de junho de 2021): 59–72. http://dx.doi.org/10.20414/iqtishaduna.v12i1.3428.
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This study aims to determine the effect of the promotion mix on the customer's decision to save. This study uses quantitative methods by processing primary data. Data collection techniques by distributing questionnaires given to customers of Bank Syariah Indonesia in Central Java. Samples were taken as many as 96 respondents with non-probability sampling technique. The data obtained were then processed using the SPSS 25 analysis tool. The results showed that advertising partially had a significant negative effect on customer decisions, while sales promotion, personal selling, direct marketing, and public relations variables partially had a significant positive effect on customer decisions. Together or simultaneously there is an influence between advertising, sales promotion, personal selling, direct marketing, and public relations on the customer's decision to save in Bank Syariah Indonesia (BSI). Researchers hope that BSI can improve promotional strategies, especially in advertising so that it is packaged as attractively as possible so that customers get more complete information, are interested, and then decide to become customers of Bank Syariah Indonesia
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Wuytens, Chris, e Sarah De Groof. "Regulating worker-customer relations to improve workers’ wellbeing". European Labour Law Journal 10, n.º 2 (28 de abril de 2019): 154–62. http://dx.doi.org/10.1177/2031952519846637.
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Recent developments in the gig economy triggered labour law. Platforms change the relationship between customers and workers causing over-subordination of workers. The over-subordination is caused by customers and the surveys they complete to evaluate the worker. The influence of customers over workers can also be seen in a more traditional setting. However, customers are not always king. It is suggested in this article that surveys can be used as an instrument to build decent labour relationships. Installing the measurement of needs measures the impact of customers on workers. By installing a continuous measure of the needs, we have at our disposal an instrument to fulfil labour law’s wellbeing function. Labour legislation could oblige employers to integrate need satisfaction into their customer surveys and their workers surveys. By doing so, technology allows us to make sure that platform work or any kind of work where workers meet high customer demands, become ‘Innovative forms of work that ensure quality working conditions’, as requested by the European Social Pillar.
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Saniy, Afina Rusyida, e Ainur Rochmaniah. "PENGARUH STRATEGI COSTUMER RELATIONS PT BANK PANIN CABANG SIDOARJO TERHADAP LOYALITAS NASABAH TABUNGAN MIKRO PANIN". KANAL: Jurnal Ilmu Komunikasi 3, n.º 2 (1 de outubro de 2016): 193. http://dx.doi.org/10.21070/kanal.v3i2.308.
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The purposes of this research to analyze and explain the influence of customer relations strategies in the PT. Panin Bank branch A. Yani Sidoarjo towards customer loyalty micro savings Panin. This research used quantitative research with survey research methods. Meanwhile, the subject of this study is micro panin savings customers as many as 100 customers were selected using purposive sampling technique. Partial test (t test) showed that strategy of customer campaign dependent as independent variables which are marketing campaign,customer campaign and service quality that is affected towards dependent variable, namely customer loyalty PT. Panin Bank branch A. Yani Sidoarjo. The simultant test (Test F) indicated that the customer campaign strategy dependent as independent variables which are marketing campaign, customer campaign and service quality are affected towards dependent variable, namely customer loyalty PT. Panin Bank branch A.Yani Sidoarjo. Results analysis of the determination (R2) coefficient indicated that there is a relationship between all independent variables namely marketing campaign, customer campaign and service quality towards dependent
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Brice, Robert L. "Tucson's Customer Relations Program". Journal - American Water Works Association 78, n.º 6 (junho de 1986): 52–55. http://dx.doi.org/10.1002/j.1551-8833.1986.tb05764.x.
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Sembiring, Ulung. "BUILD CUSTOMER LOYALTY HU NEWSPAPER COMPASS". Dinasti International Journal of Management Science 1, n.º 3 (19 de fevereiro de 2020): 417–29. http://dx.doi.org/10.31933/dijms.v1i3.170.
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Companies engaged in the industry of Newspapers in Jakarta faced the problems to maintain and increase customer loyalty. In strategic marketing, failure to maintain and increase customer loyalty greatly interfere with the performance of the company. This is reasonable because customer loyalty is an important component of corporate performance. If this happens then the company will have difficulties in maintaining and developing the internal resources and advantages. Companies that are not able to maintain and develop the internal resources and advantages are threatened with bankruptcy because it will have implications on revenue. The purpose of this study was to determine the customer relations HU Compass, Compass HU determine product attributes, relations determine the effect of customer and product attributes on customer value HU Compass, relations determine the effect of customer and product attributes on customer loyalty HU Compass. determine the effect of customer value on customer loyalty HU Compass. The method used is descriptive and survey method explanatory survey with a sample size of 70 customers HU Compass in South Jakarta as the unit of analysis.
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Caputa, Wiesława. "Social relations and environmental influence as a determinant of customer capital". Oeconomia Copernicana 6, n.º 2 (30 de junho de 2015): 109. http://dx.doi.org/10.12775/oec.2015.015.
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The article presents the influence of feedback and recommendations provided by the customers on the customer purchase behaviour along with the benefits resulting from the use of the customer feedback potential in the process of company value creation. On the basis of survey conducted on the beer market in Poland, it was demonstrated that the customer feedback and recommendations have a significant influence on the purchase behaviour and allow the cost reduction of customer communication. In the analysis of the results the statistical methods were used, including focus analysis, ANOVA test and factor analysis.
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Bellingkrodt, Silvia, e Carl Marcus Wallenburg. "The role of customer relations for innovativeness and customer satisfaction". International Journal of Logistics Management 26, n.º 2 (10 de agosto de 2015): 254–74. http://dx.doi.org/10.1108/ijlm-06-2012-0038.
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Purpose – The purpose of this paper is to provide insights into commonalities and differences of service innovation across industries. The compared sectors are logistics service providers and IT service providers (SPs). Design/methodology/approach – Data were collected from 778 SPs via an online survey. Structural equation modelling was used to analyse the empirical data. Findings – Both types of SPs benefit from close customer relations in terms of innovativeness and customer satisfaction. However, ITSPs rely more on a large number of customers to be innovative than logistics service providers (LSPs), further, LSPs can evoke a higher level of customer satisfaction when being innovative. Research limitations/implications – Empirical data were collected in a single country (Germany) and at one point in time. A confirmation of the results in different service settings is therefore encouraged. Practical implications – The results help managers with regard to their strategic decisions. The differentiating effects influencing innovativeness and customer satisfaction have been revealed. Originality/value – The research is extended by developing a model based on the knowledge of service innovation, social exchange theory and industry characteristics and by empirically testing this model.
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Hafizzah, Nabila, e Dinar Soelistyowati. "The Role of Interpersonal Communication in Resolving the Impact of Miscommunication on Customer Relations Officer (CRO) Services at Daihatsu Narogong". Formosa Journal of Sustainable Research 3, n.º 2 (28 de fevereiro de 2024): 255–72. http://dx.doi.org/10.55927/fjsr.v3i2.8059.
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This research is motivated by the important role of interpersonal communication, especially that carried out by the Customer Relations Officer (CRO) at Daihatsu Narogong, in resolving miscommunication with customer at Daihatsu Narogong. This research aims to determine the role of interpersonal communication in resolving the impact of service miscommunication with customer relations officers at Daihatsu Narogong. The research method used is ad qualitative research method with a descriptive type, data writing techniques using observation, interviews, and documentation techniques obtained from respondents related to this research who were selected based on personal experience and data analysis using data reduction techniques, data presentation and drawing conclusions. The results of this research show the role of interpersonal communication in resolving the impact of customer relations officer (CRO) service miscommunication at Daihatsu Narogong. The role of interpersonal communication carried put in customer relations officer services is able to resolve miscommunication well and clearly. So customers at Daihatsu Narogong are very satisfied with the service provided when resolving miscommunication
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Crosby, Lawrence A., e Barbara Bund Jackson. "Winning & Keeping Industrial Customers: The Dynamics of Customer Relations". Journal of Marketing 52, n.º 1 (janeiro de 1988): 148. http://dx.doi.org/10.2307/1251693.
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Kita, Jaroslav, Marta Grossmanová e Pavol Kita. "The Chosen Dimensions of Governance of Production Enterprises in the Customer-Supplier Relations". Studia commercialia Bratislavensia 4, n.º 16 (1 de janeiro de 2011): 552–59. http://dx.doi.org/10.2478/v10151-011-0011-2.
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The Chosen Dimensions of Governance of Production Enterprises in the Customer-Supplier Relations Good governance of customer-supplier relations is a precondition of a balanced and permanent development of production enterprises. The aim of the article is to characterize the chosen dimensions, namely the trust and engagement of the customer. It consists of two parts. The first part contains the characteristics of approaches to the issue of governance. The second part identifies a specific way of governance of customers in relation to suppliers.
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Cindy, Cindy, e Lusia Savitri Setyo Utami. "Aktivitas Komunikasi Pemasaran @Sallang.Sallang dalam Meningkatkan Hubungan dengan Pelanggan". Prologia 6, n.º 2 (2 de novembro de 2022): 229–33. http://dx.doi.org/10.24912/pr.v6i2.10444.
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Now social media is used as a medium for online marketing communications. Moreover, the average Instagram user is people aged 20-40 years where that age is a productive age which is the target of marketing communication targets. This study uses a theoretical review, marketing communications, public relations, and customer relations. The research approach uses a qualitative case study method to explore a particular case in depth by collecting various sources of information. The purpose of this study was to identify and describe marketing communication activities through the @Sallang.Sallang account in improving customer relations. The results of the study show that @Sallang.Sallang's marketing communication activities in improving customer relations can make customers feel comfortable and valued. Marketing communication through the endorser technique is not only to increase credibility but to get the right target on social media. Kini media sosial dimanfaatkan sebagai medium untuk melakukan komunikasi pemasaran secara online. Apalagi pengguna Instagram rata-rata orang yang berusia 20-40 tahun dimana usia tersebut merupakan usia produktif yang merupakan sasaran target komunikasi pemasaran. Penelitian ini menggunakan tinjauan teoritis, komunikasi pemasaran, public relations, dan customer relations. Pendekatan penelitian menggunakan kualitatif dengan metode studi kasus untuk mendalami sebuah kasus tertentu secara mendalam dengan mengumpulkan berbagai sumber informasi. Tujuan penelitian ini adalah untuk mengetahui dan mendeskripsikan aktivitas komunikasi pemasaran melalui akun @Sallang.Sallang dalam meningkatkan customer relations. Hasil dari penelitian memperlihatkan bahwa aktivitas komunikasi pemasaran @Sallang.Sallang dalam meningkatkan customer relations dapat membuat customer merasa nyaman dan dihargai. Komunikasi pemasaran melalui teknik endorser hal ini tidak hanya untuk meningkatkan kredibilitas namun agar mendapat target yang sesuai di sosial media.
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Budi Bramasta, Admiral. "Analisis Strategi Online Consumer Relationship Management Pada Produk Pisau Cukur Banner". Jurnal Media dan Komunikasi 1, n.º 1 (1 de novembro de 2020): 55. http://dx.doi.org/10.20473/medkom.v1i1.22927.
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This research uses a qualitative research approach with descriptive type and uses in-depth interviews as primary data in research data collection. This research is important because along with the digital transformation that is developing, marketing is now experiencing a development from transactional to marketing on a relationship basis. The use of various marketing tools to manage customer relationships such as Instagram and Whatsapp can also help to maintain customer relationships because this complete the customer's culture. The result of this research is an online CRM strategy built by Banner using artificial intelligence/chatbot to be able to manage relationships with customers. PT. AWP as the manager of the Banner product uses an online CRM program called Siska to be able to manage relations with customers
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Bi, Frank, e Joseph A. Konstan. "Customer Service 2.0: Where Social Computing Meets Customer Relations". Computer 45, n.º 11 (novembro de 2012): 93–95. http://dx.doi.org/10.1109/mc.2012.370.
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Saudah, Saudah, Ana Mariani e Putri Agna Amalia. "Digital Storytelling Home of Humans di Instagram". Jurnal Komunikasi Global 11, n.º 1 (28 de junho de 2022): 164–86. http://dx.doi.org/10.24815/jkg.v11i1.25044.
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Home of Humans merupakan brand lokal baru dengan fokus produksi pada home fragrance. Dalam memasarkan produk dan menjalin hubungan serta komunikasi dengan pelanggan maupun calon pelanggan, Home of Humans menerapkan strategi humas pemasaran melalui Instagram dalam upaya meningkatkan customer engagement. Tujuan penelitian ini untuk mengetahui dan menjelaskan digital storytelling Home of Humans di Instagram untuk meningkatkan customer engagement ditinjau dari teori four steps public relations. Penelitian ini adalah penelitian kualitatif dengan pendekatan deskriptif. Metode pengumpulan data berupa wawancara dan analisis konten. Narasumber dalam penelitian ini ialah Managing Director, Social Media Specialist, dan Copywriter dari Home of Humans. Hasil penelitian menunjukkan bahwa digital storytelling sebagai salah satu bentuk strategi humas pemasaran yang diimplementasikan Home of Humans melalui Instagram dapat meningkatkan customers engagement. Dalam mengimplementasikan strategi marketing public relation, Home of Humans sangat berpedoman pada proses RPIE (Research, Planning, Implementation, dan Evaluation).Home of Humans is a new local brand focusing on home fragrance production. In marketing products and establishing relationships and communication with customers and potential customers, Home of Humans implements a marketing public relations strategy through Instagram to increase customer engagement. This study aims to identify and explain digital storytelling conducted by Home of Humans on Instagram to increase customer engagement based on four steps of public relations theory. This study is qualitative descriptive research. Data were collected using interviews and descriptive content analysis. The informants in this research are Managing Director, Social Media Specialist, and Copywriter from Home of Humans. The results revealed that digital storytelling as one of the marketing public relations strategies implemented by Home of Humans through Instagram increased customer engagement. In implementing the marketing public relations strategy, Home of Humans followed the RPIE (Research, Planning, Implementation, and Evaluation) process.
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Radygina, Evgeniya G. "Marketing relations in online advertising". Economic Consultant 36, n.º 4 (1 de dezembro de 2021): 33–41. http://dx.doi.org/10.46224/ecoc.2021.4.4.
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Introduction. The relevance of the research is due to the fact that the model of communication between customers and suppliers within the online space has long influenced all marketing stages in the introduction of goods and services, starting with customer awareness, attitudes towards customers, soliciting potential customers to testing new products, sales, and customer retention. The purpose of the research is to identify features of the Internet as a space of marketing relationships and formulate the principles of interaction with users. Materials and methods. The reviewed sources included contemporary periodicals: Journal of Targeting Measurement and Analysis for Marketing, Electronic Markets, Marketing, etc. The study of Internet resources was based on the authors’ own data received by analysing the portals WebCanape, WebsiteSetup, Statista, etc. Results. There are nearly half a billion new users on social media; trillions of dollars have been spent in online stores, according to the annual Global Digital 2021 report. As of October 2021, the most popular social networks in the world by the number of active users (in millions) are Facebook (2,894), YouTube (2,291), WhatsApp (2,000), Instagram (1,393), Facebook Messenger (1,300), Weixin/WeChat (1,251), TikTok (1,000), etc. The Internet as a new business environment differs from traditional economic sectors by a higher level of heterogeneity. From the standpoint of marketing, the Internet makes it possible to simultaneously bring a message to a large number of users (mass communication is ensured), on the other hand, to customise the offer for specific consumers according to their needs. Conclusion. Contemporary marketing follows the consumer, i.e. uses the online environment as a point of contact with the consumer to promote and distribute products. Relationship marketing theories are based on the need for companies to invest in relationships between themselves and consumers. Relationship marketing focuses on taking relationships between the company and the consumer from a state of engagement to that of loyalty. Each customer has a personality and his/her relationship with a particular brand becomes the dominant factor influencing his/her decision regarding purchase or service.
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Hia, Era Era, Muhammad Khaidir Fahram e Siti Nurhasanah. "Penerapan Customer Relationship Management (CRM) Berbasis Website Terhadap Penilaian Pelanggan". Journal CERITA 8, n.º 1 (8 de fevereiro de 2022): 60–66. http://dx.doi.org/10.33050/cerita.v8i1.2136.
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reduce customer turnover or departure to other competitors. CRM system at PT. Wingoh Albinda still uses semi-computerization, namely Microsoft excel in managing its data, causing several problems in terms of late service, the response to customers is not optimal. This study presents an analysis of web-based CRM development on a marketing information system at PT. Wingoh Albinda. The result is a web-based CRM system that can manage customer data, product promotions, product sales data and customer service management which is used to store customer inquiries, complaints and ratings to create good relationships with customers. This system is expected to maintain good relations with customers.
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Neupane, Ramesh. "ANALYSIS OF THE IMPACT OF PUBLIC RELATIONS STRATEGIES ON CUSTOMER-BASED BRAND EQUITY: A STUDY OF NIKE CUSTOMERS IN THE UK". International Journal of Research -GRANTHAALAYAH 10, n.º 4 (4 de maio de 2022): 125–60. http://dx.doi.org/10.29121/granthaalayah.v10.i4.2022.4562.
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This research aims to evaluate the impacts of Nike’s public relations strategies on customer-based brand equity by analysing the perceptions of Nike customers in the UK. It has also evaluated the effectiveness of Nike’s PR strategies and its customer-based brand equity based on customers' perceptions through rating on a five-point Likert scale. This study has used the proposition of positivism philosophy and deductive reasoning. This means seven hypotheses were developed based on literature and theories associated with public relations and customer-based brand equity. Primary data from the customers of Nike were collected to test those hypotheses. The strategy of a survey through an online questionnaire tool has been implemented to collect data from Nike customers in the UK. A sample of 151 customers was chosen based on the convenience sampling technique. The data analysis followed statistical and mathematical techniques, including frequencies, charts, percentage analysis, standards deviation, arithmetic mean, correlation, and regression. This study identified that PR strategies have significant positive impacts on customer-based brand equity. This means all the seven PR strategies considered in this study have significant positive impacts on CBBE. The correlation and regression between PR strategies and CBBE indicated that the PR strategies of Nike and customer-based brand equity are intercorrelated with each other and overall PR strategies have significant positive impacts on CBBE with β = 0.817 and p = 0.000. PR strategies implemented by Nike are significantly effective based on customers’ perceptions in the UK. Nike is significantly managing its customer-based brand equity based on customers' perceptions in the UK.
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Bauer, Hans H., Mark Grether e Mark Leach. "Customer Relations Through the Internet". Journal of Relationship Marketing 1, n.º 2 (março de 2002): 39–55. http://dx.doi.org/10.1300/j366v01n02_03.
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Choudhary, M. A., e J. M. Orszag. "Costly customer relations and pricing". Oxford Economic Papers 59, n.º 4 (19 de fevereiro de 2007): 641–61. http://dx.doi.org/10.1093/oep/gpm003.
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Grow, Kristine. "Constructing CRM [Customer Relations Management]". EDPACS 29, n.º 10 (abril de 2002): 15–16. http://dx.doi.org/10.1201/1079/43279.29.10.20020228/35124.2.
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Heery, Edmund. "Industrial relations and the customer". Industrial Relations Journal 24, n.º 4 (dezembro de 1993): 284–95. http://dx.doi.org/10.1111/j.1468-2338.1993.tb00681.x.
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Sinclair, Diane, Laurie Hunter e Phil Beaumont. "Models of Customer-Supplier Relations". Journal of General Management 22, n.º 2 (dezembro de 1996): 56–75. http://dx.doi.org/10.1177/030630709602200204.
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Sanjaya, Marta, e Winki Octavianty. "Strategi Komunikasi Organisasi PT Tigamata Indonesia dalam Menjalin Hubungan dengan Pelanggan Periode Maret-Juni 2013". Humaniora 5, n.º 2 (30 de outubro de 2014): 1161. http://dx.doi.org/10.21512/humaniora.v5i2.3258.
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PT. Tigamata Indonesia is a company engaged in the service of graphic design or creative industries. PT Tigamata Indonesia is not a new company, because before using the name of PT Tigamata Indonesia, this company has become a business entity that already has quite a lot of customer. Thus, PT. Indonesian Tigamata need public relations to manage communications with customers. The purpose of this study was to determine the public relations strategy of PT. Tigamata Indonesia in the communication between the company and the customer. The method used is qualitative-descriptive. Data were analyzed by using a technique that consists of data collection, data reduction, data display and conclusion. The results showed PT. Tigamata Indonesia has done public relations strategy in the form of communication through various media to build relationships with customers. The conclusion of this study is PT. Tigamata Indonesia has not reached a clear public relations strategy because of the lack of knowledge of the field of public relations company. It takes a more structured system of communication so that communication can be managed better and achieve maximum results. Therefore, PT. Tigamata Indonesia needs the concept of Customer Relationship Management (CRM) to enhance public relations strategy that is already owned by the company.
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Clarissa, Angela, Marcha Chryztantya e Vegys Virgynitha Gultom. "ANALISA PELAKSANAAN KEGIATAN CUSTOMER GATHERING PT. FOODY DIREKTORI INDONESIA". JIKE : Jurnal Ilmu Komunikasi Efek 3, n.º 1 (28 de dezembro de 2019): 62–74. http://dx.doi.org/10.32534/jike.v3i1.634.
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One important part of an organization is external publics such as customers. Holding some events/activities by organization to their publics is often a necessary things to do. PT Foody Direktori Indonesia is a restaurant directory service company in Indonesia that holds customer gathering activities. This research focused on the implementation of customer gathering acitivites conducted by PT Foody Direktori Indonesia. The objective of this research is to see how the implementation of customer gathering and also to see the obstacles and efforts in the implementation of gathering. To analyze the gathering activities, this research use the concept from Dennis L. Wilcox of 8 stages public relations activities planning that contain situation, objectives, audience, strategy, tactics, calendar/timetable, budget, and evaluation. This research uses a qualitative method and interviews as the data collection technique. The result of this research is PT Foody Direktori Indonesia conducts their customer gathering activity according to the 8 stages of public relations activites planning by Dennis L. Wilcox. From this research it was also found that PT Foody Direktori Indonesia have some obstacles during planning gathering activities and already have made an effort to resolve these obstacles.
Keywords: Public Relations, Customer Relations, Customer Gathering
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Adedeji, Ismaila, A. J. C. Onu, Nasiru Abdullahi e Gemu A. Aliyu. "EFFECT OF CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN YOGHURT COMPANIES". GUSAU JOURNAL OF ECONOMICS AND DEVELOPMENT STUDIES 5, n.º 1 (13 de junho de 2024): 1–16. http://dx.doi.org/10.57233/gujeds.v5i1.01.
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The number of yoghurt companies in Nigeria is on the rise; however, the discernible level of service delivery failure suggests a prevalent ineffectiveness in customer relations. This study therefore became imperative due to the effect of this fluctuation on customer loyalty to yoghurt companies. To tackle this issue, marketers employ diverse tools and strategies aimed at retaining both current and potential customers. This quantitative study investigates the effect of customer satisfaction on customer loyalty in yoghurt companies. The research utilizes survey and cross-sectional research designs to collect data from respondents, employing a systematic sampling technique. Given the infinite population size, data was collected from a sample of 397 customers of these yoghurt companies. Regression was applied to analyze the data and test the hypothesized relationships. The findings reveal that customer satisfaction impact on customer loyalty. It was recommended that managers should foster customer satisfaction as this will ultimately lead to increased customer loyalty.
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Sugiono, Edi, Andini Nurwulandari e Fithri Khairina. "The Effect of Promotion Mix on Sales Performance Mediated by Customer Loyalty at Paul Bakery Kota Kasablanka Jakarta". ENDLESS : International Journal of Future Studies 4, n.º 1 (6 de fevereiro de 2021): 93–111. http://dx.doi.org/10.54783/endless.v4i1.47.
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The company strives to remain at a high level of competition with various strategies in maintaining its business. Many new companies find it challenging to keep their company due to marketing strategies that do not follow current globalization developments. Therefore the company will try to find ways to market its products, starting from promoting products, knowing products to make customers loyal. The purpose of this study is to see the effect of advertising, promotion, personal selling, direct digital marketing, and public relations on sales performance and customer loyalty by taking samples at the Paul Bakery Kota Kasablanka Jakarta. The research method used is descriptive, namely an analysis that describes the variables to the bakery's sales volume at Paul Bakery Kota Kasablanka. The results showed: the advertising variable has no positive effect on sales performance, customer loyalty, and sales performance through customers; promotion variable has no positive impact on sales performance and sales performance through customer loyalty but has a positive effect on customer loyalty; personal selling variable has a positive effect on sales performance, employee performance through customer loyalty but has no effect on customer loyalty; direct digital marketing variable has a positive effect on sales performance and customer loyalty but does not have a positive effect on sales performance through customer loyalty, and public relations variables have a positive effect on sales performance, customer loyalty and sales performance through customer loyalty.
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Mytskevych, N., e D. Mytskevych. "Automation of relations with customers as a tool of management of agricultural enterprises". UKRAINIAN BLACK SEA REGION AGRARIAN SCIENCE 107, n.º 3 (2020): 19–26. http://dx.doi.org/10.31521/2313-092x/2020-3(107)-3.
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Automation of relations with customers as a tool of management of agricultural enterprises The article considers the use of CRM-system in the business activity of an agricultural enterprise. The application of automated technology as a tool for transparency of the enterprise, customer relationships and the benefits that gives business this innovation, aimed at building a sustainable business strategy. The influence of the CRM-system on the efficiency of work with clients through the mechanism which includes the improved use of the information, reasonable behavior of sale and customer service and allows to optimize activity of the enterprise is defined. Keywords: automation, innovation, CRM-system, customer relations, management, enterprise.
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DARA ANDRIANA, ANNA. "DEVELOPMENT OF CUSTOMER RELATIONSHIP MANAGEMENT APPLICATION USING DYNAMIC CRM FRAMEWORK". JSK (Jurnal Sistem Informasi dan Komputerisasi Akuntansi) 6, n.º 2 (15 de julho de 2022): 1–5. http://dx.doi.org/10.56291/jsk.v6i2.82.
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In the development of technology, currently it has covered all fields, including in the business field. Customer Relationship Management (CRM) is approach used by companies in fostering good relationships with customers. Managing relationships with customers has been proven to increase the company's income and can meet customer satisfaction, so that customers become loyal customers. The purpose of this CRM application is to attract as many new customers as possible, as well as retain old customers and increase customer loyalty. In CRM, companies and customers will benefit. The company will get profits as well as increasing income, and customers will get satisfaction for the services provided by the company. To create a CRM, the Dynamic CRM Framework is used which can simplify the development and analysis and design of CRM applications. Currently, CRM is a very important segment in customer management. So, companies can easily build good relationships with each of their customers by recognizing every customer in the company. This application is very helpful in managing good relations between companies and customers
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Saraswati, Audia, e Diana Prihadini. "Analisis Strategi Marketing Public Relations Dalam Meningkatkan Loyalitas Customer Sofyan Hotel (Studi Deskriptif Pada Sofyan Hotel Cut Meutia Menteng Jakarta Pusat)". LUGAS Jurnal Komunikasi 4, n.º 2 (31 de dezembro de 2020): 54–60. http://dx.doi.org/10.31334/lugas.v4i2.1219.
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The intense competition in the Indonesian tourism industry and the number of business hotels in Jakarta that offer more modern services and facilities make customers disloyal. In this situation, companies need to make a special strategy to maintain and increase customer loyalty. Based on these problems, this research focuses on the Marketing Public Relations strategy in increasing customer loyalty. This research is qualitative research with a descriptive analysis method, data collection techniques in observation, interviews, documentation, and literature study. This research is the Public Relations of Sofyan Hotel Cut Meutia in carrying out the marketing public relations strategy activities using six of the seven marketing public relations instruments and using the pull, push, and pass strategy according to Kottler and Keller. These include publications in print and online media, identity media, events, news, sponsorship, and corporate social responsibility. The suggestions given in this study to Sofyan Hotel Cut Meutia are maximizing Marketing Public Relations activities by making innovations, improving hotel services and facilities to customers.
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Dewantoro, Yonanda, e Suraya Mansur. "Influence of Three Ways Strategy and Implementation of Customer Relationship Management on the IndiHome Customers’ Interest". European Journal of Communication and Media Studies 2, n.º 4 (23 de outubro de 2023): 19–24. http://dx.doi.org/10.24018/ejmedia.2023.2.4.20.
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PT Telkom has a specific strategy to dominate the market and attract customers to keep using IndiHome as the first choice for internet access. This research aims to study how the Three Ways strategy and Customer Relationship Management (CRM) influence the IndiHome customers’ interest in the Tangerang City Region. The communication theory examined in this research is the stimulus-response theory. It is the development of social learning theory. Besides, this research also examines the theories of Three Ways of Marketing: Public Relations, Customer Relations Management, and Customer Interest. The paradigm of this research is a positivistic paradigm through a quantitative approach. This research uses a survey method. The data collection technique uses questionnaires distributed to 386 respondents living in Tangerang City. The data analysis technique uses multiple regression with hypothesis testing using the T and F-tests. The analysis results show an influence of the Three Ways strategy and implementation of CRM on Indihome customers’ interest.
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Vasilj, Damir, Inja Stojkić e Nikica Bubalo. "ARTIFICIAL INTELLIGENCE IN MARKETING AND PUBLIC RELATIONS OF BUSINESS ORGANIZATIONS". South Eastern European Journal of Communication 5, n.º 2 (1 de dezembro de 2023): 61–69. http://dx.doi.org/10.47960/2712-0457.2.5.61.
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ABSTRACT Artificial intelligence is a concept that is frequently the focus of everyday life, and its application leads to changes in various areas of modern business. Today, artificial intelligence has proven to be significant in all social areas of the daily life of individuals and business organizations. The application of artificial intelligence results in the formation of a marketing strategy and a public relations strategy (English abbreviation PR - public relations) about the primary target group for business organizations such as customers or users, employees, suppliers, owners, etc. Using several data such as revenues, market share, brand value, liquidity, long-term customer value and probability of customer retention, artificial intelligence can provide results that we will apply in the creation of strategic plans related to public relations and marketing. Various artificial intelligence systems help analyze large amounts of data and help identify the most loyal customers, classify customers into groups, and plan an appropriate marketing and public relations strategy. This paper aims to show the contribution of artificial intelligence in the creation of strategic plans related to marketing and public relations of business organizations. Keywords: artificial intelligence, marketing, public relations, strategy
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Morris, L. Brian. "Customer Relations in Utility Right-Of-Way Maintenance Operations". Arboriculture & Urban Forestry 13, n.º 4 (1 de abril de 1987): 115–17. http://dx.doi.org/10.48044/jauf.1987.024.
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Duke Power Company serves nearly one and one half million customers in the Piedmont area of the Carolinas. Duke's service area covers approximately 20,000 square miles and is served through more than 60,000 miles of distribution line. The Distribution Right-of-Way Maintenance operation requires the full-time services of approximately 200 contract tree crews from six different contractors. This represents a tremendous number of dollars, but on the positive side, it represents an unbelievable opportunity in the area of customer contacts. Duke Power recognizes this opportunity and intends to take advantage of the situation in order to maximize good customer relations and service.
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Lugina, Jupita Arum, e Mazaya Rizy Safira. "Hubungan Komunikasi Interpersonal Customer Service Dengan Service Quality Bank Mandiri Pasar Jombang". Jurnal Ilmiah Universitas Batanghari Jambi 22, n.º 2 (26 de julho de 2022): 1004. http://dx.doi.org/10.33087/jiubj.v22i2.2197.
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We are currently in the era of cutting-edge technology, the function of the banking industry to promote and maintain the economy of a country is very important. The services provided by Customer Service officers to customers are very closely related to communication, especially interpersonal communication. In the banking world, it is also inseparable from the existence of public relations, the activities of external public relations are effective, persuasive and informative communication for the external community of the company. Some customers think that inadequate service will lead to customer disappointment with the assistance from the Bank. The problem in this research is whether there is a relationship between Cust. Service interpersonal communications & customer satisfactions, this research points to decide whether there is a relationship between Customer Service interpersonal communication & Service Quality. Researchers use Interpersonal Communication theory according to De Vito and Service Quality Theory according to Kotler. This research uses a quantitative method with the type of explanatory research, the population in this research is a customer of Bank Mandiri Pasar Jombang totaling 2500 people, with a research sample of 97 people using the Slovin formula. The results of this research, interpersonal communication of Customer Service plays an important role in achieving customer satisfaction. The correlation test results show a positive value indicating the direction of the relationship, while the correlation value or the relationship between Customer Service interpersonal communication & customer satisfaction at Bank Mandiri Pasar Jombang has a very strong relationship.
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Sugiato, Budi Jaya, Slamet Riyadi e Endah Budiarti. "The effects of customer relationship management, service quality and relationship marketing on customer retention: The mediation role of bank customer retention in Indonesia". Accounting 9, n.º 2 (2023): 85–94. http://dx.doi.org/10.5267/j.ac.2022.12.004.
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This study aims to examine customer retention (CR) from the aspect of customer satisfaction with customer relationship management (CRM), service quality and marketing relations (RM). State-owned bank customers selected the research population in all branch offices in the Madura region, and data were collected through a Likert scale model questionnaire. The results of the path analysis using the structural analysis model (SEM) show that there is an influence of CRM on customer satisfaction; there is an effect of service quality on customer satisfaction; there is an effect of RM on customer satisfaction; CRM through customer satisfaction affects CR; service quality through customer satisfaction affects CR; RM through customer satisfaction affects CR; there is an effect of customer satisfaction on CR on customers. Then the simultaneous test shows that simultaneously RM, service quality, and RM impact customer satisfaction, and the value of coefficient of determination (R-Square) explains that CRM, service quality, and RM can effectively contribute to customer satisfaction. Simultaneously, CRM, service quality, and RM affect CR. CRM, service quality, and RM affect CR mediated by customer satisfaction. CRM, service quality, and RM, through customer satisfaction, can effectively contribute to CR to customers of state-owned bank Regional Offices.
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Darmawan, Wawan, Ratu Mutialela Caropeboka, Isnawijayani e Desy Misnawati. "Analysis of the Implementation of Marketing Communication Management MyValue Application Building Customer Relations Hotel Santika Radial Palembang". ARRUS Journal of Social Sciences and Humanities 3, n.º 3 (25 de maio de 2023): 244–49. http://dx.doi.org/10.35877/soshum1753.
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The purpose of this study was to determine the application of marketing communication management for the MyValue application to build customer relations for Hotel Santika Radial Palembang. Done to maintain a more advanced competitiveness and the company tries to pay attention to relationships with customers. Efforts to build relationships with prospective customers and customers and companies are analyzed using marketing communication studies. The research method uses qualitative research methods. Sources of data using observation data and in-depth interviews with research informants related to research. The results of research on marketing communication management for the MyValue application to build hotel customer relations are carried out by optimizing marketing communications by implementing a promotional mix including advertising, personal selling, sales promotion, public relations and direct marketing to achieve marketing success. And the implementation of the implementation of marketing communications indirectly forms a brand image that is attached to society.
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Rahman, Abdul, Vania Utamie Subiakto, Susi Susanti e Djaswahadi Purwoputro. "The Implementation of Marketing Public Relations Strategy by the FF Luxury Watch Store on the Jakarta Based Customers". International Journal of Innovative Science and Research Technology 5, n.º 6 (9 de julho de 2020): 1029–37. http://dx.doi.org/10.38124/ijisrt20jun920.
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Marketing Public Relations is implemented among the customers with reference to the following strategies: (1) push strategy; (2) pull strategy; and (3) pass strategy. Pull Strategy refers to the strategy that might be implemented for stimulating a successful sale by means of certain tactics directed toward drawing the customers. Then, Pass Strategy refers to the strategy that might be implemented by means of engagement with social activities, social responsibilities, and charities. One of the ways that might be pursued under the initiative of Pass Strategy is being the sponsor of fundraising events with the Indonesian Cancer Foundation, with the orphanages, and other types of events. Furthermore, Push Strategy deals with the Marketing Public Relations Program and serves as the effort for stimulating the sale and providing the values or the satisfaction to the customers who have purchased the product of the given company. Customer satisfaction is indeed the result of customer evaluation toward the chosen alternatives, which has at least resulted in the same expectation or which has even exceeded the expectation of the customer. On the contrary, uncertainty appears when the results that have been attained do not meet the expectation of the given customer.
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Stewart, Margaret C., Maria Atilano e Christa L. Arnold. "Improving Customer Relations with Social Listening". International Journal of Customer Relationship Marketing and Management 8, n.º 1 (janeiro de 2017): 49–63. http://dx.doi.org/10.4018/ijcrmm.2017010104.
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Strategic social media plays a crucial role in contemporary customer relationship management (CRM); however, the best practices for social CRM are still being discovered and established. The ever-changing nature of social media challenges the ability to establish benchmarks; nonetheless, this article captures and shares actions, insights, and experiences of using social media for CRM. This case study examines how an academic library at a mid-size American university located in northeast Florida uses social media to engage in social listening and to enhance CRM. In particular, the social listening practices of this library are highlighted in relation to how they influence and potentially improve CRM. By exploring the practices of this single institution, attempts are made to better understand how academic libraries engage with customers using social media as a CRM tool and ideas for future research in the realm of social media and CRM practices are discussed.