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1
Mahanani, Prima Ayu Rizqi. "Customer Relations Management sebagai Salah Satu Upaya Public Relations Perusahaan Jasa Perbankan Menciptakan Good Image." Jurnal ASPIKOM 1, no. 6 (January 25, 2017): 551. http://dx.doi.org/10.24329/aspikom.v1i6.58.
Анотація:
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
2
Kita, Jaroslav, Marta Grossmanová, and Pavol Kita. "The Chosen Dimensions of Governance of Production Enterprises in the Customer-Supplier Relations." Studia commercialia Bratislavensia 4, no. 16 (January 1, 2011): 552–59. http://dx.doi.org/10.2478/v10151-011-0011-2.
Анотація:
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.
3
Thompson, Kathy T. "Customer Relations Enhance Community Relations." Kappa Delta Pi Record 24, no. 4 (July 1988): 110–13. http://dx.doi.org/10.1080/00228958.1988.10517858.
4
Pulih Asih, Akas Yekti, Budhi Setianto, Agus Aan Adriansyah, Difran Nobel Bistara, and Nikmatus Sa'adah. "Efforts to increase interest in using company guaranteed patients by approaching customer relations management." Bali Medical Journal 11, no. 2 (July 31, 2022): 660–64. http://dx.doi.org/10.15562/bmj.v11i2.3136.
Анотація:
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.
5
Andayani, Nur Rahmah, and Fedila Machbo Zania. "THE EFFECT OF PUBLIC RELATION AND CUSTOMER VALUE MARKETING ON CUSTOMER LOYALTY IN STARBUCKS COFFEE BATAM CITY." JOURNAL OF APPLIED BUSINESS ADMINISTRATION 5, no. 2 (September 28, 2021): 163–71. http://dx.doi.org/10.30871/jaba.v5i2.2647.
Анотація:
This research aims to determine the effect of marketing public relations and customer value on customer loyalty at Starbucks Coffee Batam City. The research variables are marketing public relation (X1), customer value (X2). The research approach uses quantitative approaches and uses descriptive statistical analysis with data processing using multiple linear regression tests with SPSS tools. The population and research sample amounted to 100 respondents. Data collection for this study uses questionnaires with a Likert Scale. The conclusion of the research are positive and significant on customer loyalty in Starbucks Coffee Batam City. Hence, maintaining customer loyalty so that customers are willing to return repeating purchases of the same product and make customers choose Starbucks Coffee products as the first choice.
6
Muhammad, Lakhi, and 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, no. 4 (September 9, 2019): 1216–32. http://dx.doi.org/10.1108/apjml-09-2018-0355.
Анотація:
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.
7
Natalia, Natalia, Cooky Tri Adhikara, and 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, no. 1 (May 31, 2012): 513. http://dx.doi.org/10.21512/bbr.v3i1.1339.
Анотація:
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.
8
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, № 1 (28 січня 2022): 26–43. http://dx.doi.org/10.26389/ajsrp.d130921.
Анотація:
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.
9
Wuytens, Chris, and Sarah De Groof. "Regulating worker-customer relations to improve workers’ wellbeing." European Labour Law Journal 10, no. 2 (April 28, 2019): 154–62. http://dx.doi.org/10.1177/2031952519846637.
Анотація:
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.
10
Lubis, Denada. "PENGARUH KUALITAS PROGRAM CUSTOMER RELATIONS TERHADAP TINGKAT KEPERCAYAAN PELANGGAN." Jurnal Visi Komunikasi 18, no. 1 (August 14, 2019): 19. http://dx.doi.org/10.22441/visikom.v18i1.6514.
Анотація:
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).
11
Saniy, Afina Rusyida, and Ainur Rochmaniah. "PENGARUH STRATEGI COSTUMER RELATIONS PT BANK PANIN CABANG SIDOARJO TERHADAP LOYALITAS NASABAH TABUNGAN MIKRO PANIN." KANAL: Jurnal Ilmu Komunikasi 3, no. 2 (October 1, 2016): 193. http://dx.doi.org/10.21070/kanal.v3i2.308.
Анотація:
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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Saudah, Saudah, Ana Mariani, and Putri Agna Amalia. "Digital Storytelling Home of Humans di Instagram." Jurnal Komunikasi Global 11, no. 1 (June 28, 2022): 164–86. http://dx.doi.org/10.24815/jkg.v11i1.25044.
Анотація:
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.
13
Susilowati, Susilowati, Titi Widaningsih, and Toto Soebandoro. "Strategi Customer Relations dan Kekayaan Media PT Mandiri Cipta Sejahtera Pada Masa Pandemi COVID-19." Jurnal Komunikasi 12, no. 2 (September 29, 2021): 152–61. http://dx.doi.org/10.31294/jkom.v12i2.11496.
Анотація:
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
14
Brice, Robert L. "Tucson's Customer Relations Program." Journal - American Water Works Association 78, no. 6 (June 1986): 52–55. http://dx.doi.org/10.1002/j.1551-8833.1986.tb05764.x.
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Bedi, Akanksha, and Aaron C. H. Schat. "Employee revenge against uncivil customers." Journal of Services Marketing 31, no. 6 (September 11, 2017): 636–49. http://dx.doi.org/10.1108/jsm-01-2016-0003.
Анотація:
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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Liana, Mei Vita Hasti, Rosana Eri Puspita, and Mochlasin Mochlasin. "MAXIMIZING PROMOTION MIX IN SHARIA BANKING TO INCREASE CUSTOMER'S DECISION-TO-SAVE." IQTISHADUNA 12, no. 1 (June 28, 2021): 59–72. http://dx.doi.org/10.20414/iqtishaduna.v12i1.3428.
Анотація:
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
17
Caputa, Wiesława. "Social relations and environmental influence as a determinant of customer capital." Oeconomia Copernicana 6, no. 2 (June 30, 2015): 109. http://dx.doi.org/10.12775/oec.2015.015.
Анотація:
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.
18
Bellingkrodt, Silvia, and Carl Marcus Wallenburg. "The role of customer relations for innovativeness and customer satisfaction." International Journal of Logistics Management 26, no. 2 (August 10, 2015): 254–74. http://dx.doi.org/10.1108/ijlm-06-2012-0038.
Анотація:
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.
19
Crosby, Lawrence A., and Barbara Bund Jackson. "Winning & Keeping Industrial Customers: The Dynamics of Customer Relations." Journal of Marketing 52, no. 1 (January 1988): 148. http://dx.doi.org/10.2307/1251693.
20
Sembiring, Ulung. "BUILD CUSTOMER LOYALTY HU NEWSPAPER COMPASS." Dinasti International Journal of Management Science 1, no. 3 (February 19, 2020): 417–29. http://dx.doi.org/10.31933/dijms.v1i3.170.
Анотація:
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.
21
Bi, Frank, and Joseph A. Konstan. "Customer Service 2.0: Where Social Computing Meets Customer Relations." Computer 45, no. 11 (November 2012): 93–95. http://dx.doi.org/10.1109/mc.2012.370.
22
Bauer, Hans H., Mark Grether, and Mark Leach. "Customer Relations Through the Internet." Journal of Relationship Marketing 1, no. 2 (March 2002): 39–55. http://dx.doi.org/10.1300/j366v01n02_03.
23
Choudhary, M. A., and J. M. Orszag. "Costly customer relations and pricing." Oxford Economic Papers 59, no. 4 (February 19, 2007): 641–61. http://dx.doi.org/10.1093/oep/gpm003.
24
Grow, Kristine. "Constructing CRM [Customer Relations Management]." EDPACS 29, no. 10 (April 2002): 15–16. http://dx.doi.org/10.1201/1079/43279.29.10.20020228/35124.2.
25
Heery, Edmund. "Industrial relations and the customer." Industrial Relations Journal 24, no. 4 (December 1993): 284–95. http://dx.doi.org/10.1111/j.1468-2338.1993.tb00681.x.
26
Sinclair, Diane, Laurie Hunter, and Phil Beaumont. "Models of Customer-Supplier Relations." Journal of General Management 22, no. 2 (December 1996): 56–75. http://dx.doi.org/10.1177/030630709602200204.
27
Radygina, Evgeniya G. "Marketing relations in online advertising." Economic Consultant 36, no. 4 (December 1, 2021): 33–41. http://dx.doi.org/10.46224/ecoc.2021.4.4.
Анотація:
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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Cindy, Cindy, and Lusia Savitri Setyo Utami. "Aktivitas Komunikasi Pemasaran @Sallang.Sallang dalam Meningkatkan Hubungan dengan Pelanggan." Prologia 6, no. 2 (November 2, 2022): 229–33. http://dx.doi.org/10.24912/pr.v6i2.10444.
Анотація:
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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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, no. 4 (May 4, 2022): 125–60. http://dx.doi.org/10.29121/granthaalayah.v10.i4.2022.4562.
Анотація:
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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Budi Bramasta, Admiral. "Analisis Strategi Online Consumer Relationship Management Pada Produk Pisau Cukur Banner." Jurnal Media dan Komunikasi 1, no. 1 (November 1, 2020): 55. http://dx.doi.org/10.20473/medkom.v1i1.22927.
Анотація:
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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Prihandini, Florensia, and A. Sigit Pramono Hadi. "Pengaruh Marketing Public Relations terhadap Loyalitas Pelanggan." Jurnal Riset Public Relations 1, no. 1 (July 13, 2021): 57–70. http://dx.doi.org/10.29313/jrpr.v1i1.114.
Анотація:
Abstract. The high public interest in cake and bakery products has made many people join online baking classes. Some of them enrolled on Titan Baking Course. To build and maintain customer loyalty, and to prevent customers from switching to another course, Titan Baking Course conducted Marketing Public Relation activities in the form of free online baking demo. This study aims to measure the impact of the Marketing Public Relations on customer loyalty in Titan Baking Course. By using a quantitative approach, this study aims to find out how the causality relationship between the independent variable (X) is the Marketing Public Relations with the dependent variable (Y), namely Customer Loyalty. Respondents were selected using probability sampling technique, namely simple random sampling. From the results of the study, it was found that the Marketing Public Relations of the Titan Baking Course had a positive impact on Customer Loyalty and had an influence strength of 38%. Thus an understanding that customer loyalty in Titan Baking Couse is influenced by the Marketing Public Relations by 38%. While the other 62% is determined by other factors not included in this study.
Abstrak. Tingginya minat masyarakat terhadap produk kue dan roti membuat banyak orang mengikuti kelas pelatihan membuat kue secara daring, salah satunya di Titan Baking Course. Untuk membentuk dan mempertahankan loyalitas pelanggan, serta mencegah agar pelanggan tidak beralih ke tempat kursus lainnya, banyak cara yang dilakukan oleh Titan Baking Course. Salah satunya dengan melakukan kegiatan Marketing Public Relations berupa baking demo online tak berbayar. Penelitian yang dilakukan ini bertujuan untuk mengetahui seberapa besar pengaruh pelaksanaan Marketing Public Relations terhadap loyalitas pelanggan pada Titan Baking Course. Dengan pendekatan yang bersifat kuantitatif, penelitian ini dilakukan untuk mengetahui bagaimana hubungan sebab akibat antara variabel independen (X) yaitu Marketing Public Relations dengan variabel dependen (Y) yaitu loyalitas pelanggan. Responden dipilih dengan menggunakan metode probability sampling berupa simple random sampling. Hasil penelitian ini mengungkapkan, terdapat fakta bahwa Marketing Public Relations Titan Baking Course berdampak positif terhadap Loyalitas Pelanggan dan memiliki kekuatan pengaruh sebesar 38%. Sedangkan 62% lainnya ditentukan oleh faktor-faktor lain yang tidak termasuk dalam kajian penelitian ini.
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Hia, Era Era, Muhammad Khaidir Fahram, and Siti Nurhasanah. "Penerapan Customer Relationship Management (CRM) Berbasis Website Terhadap Penilaian Pelanggan." Journal CERITA 8, no. 1 (February 8, 2022): 60–66. http://dx.doi.org/10.33050/cerita.v8i1.2136.
Анотація:
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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Morris, L. Brian. "Customer Relations in Utility Right-Of-Way Maintenance Operations." Arboriculture & Urban Forestry 13, no. 4 (April 1, 1987): 115–17. http://dx.doi.org/10.48044/jauf.1987.024.
Анотація:
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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Stewart, Margaret C., Maria Atilano, and Christa L. Arnold. "Improving Customer Relations with Social Listening." International Journal of Customer Relationship Marketing and Management 8, no. 1 (January 2017): 49–63. http://dx.doi.org/10.4018/ijcrmm.2017010104.
Анотація:
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.
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Banyte, Jurate, and Aiste Dovaliene. "Relations between Customer Engagement into Value Creation and Customer Loyalty." Procedia - Social and Behavioral Sciences 156 (November 2014): 484–89. http://dx.doi.org/10.1016/j.sbspro.2014.11.226.
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Westin, Love, Jacob Hallencreutz, and Johan Parmler. "Sustainable Development as a Driver for Customer Experience." Sustainability 14, no. 6 (March 16, 2022): 3505. http://dx.doi.org/10.3390/su14063505.
Анотація:
The concept of sustainable development (SD) has become widely accepted among nations, organisations, and individuals. Recent quantitative and conceptual models have indicated relations between stakeholder perspectives of SD, brand image, and customer satisfaction. The purpose of this study is to estimate a Sustainable Development Index (SDI) as an easy applicable survey item which is used to estimate customer perceptions. By applying a PLS path model, comprising of the EPSI models variables and the suggested items of SDI, this study evaluates relationships between aspects of customer experience and customers’ perception of SD. The estimated score of SDI is further analysed as an approximate measure of universal SD items applied in the literature. As such, the study contributes to the research community by further integrating customer perception of SD in frameworks measuring customer experience. The study data comprises cross-sectional multi-industrial customer perception data, consisting of 606 final respondents. The results show empirical support of the constructed index relation as an approximate measure of universal SD items and as a driving aspect of the customer experience.
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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, no. 2 (July 15, 2022): 1–5. http://dx.doi.org/10.56291/jsk.v6i2.82.
Анотація:
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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Mytskevych, N., and D. Mytskevych. "Automation of relations with customers as a tool of management of agricultural enterprises." UKRAINIAN BLACK SEA REGION AGRARIAN SCIENCE 107, no. 3 (2020): 19–26. http://dx.doi.org/10.31521/2313-092x/2020-3(107)-3.
Анотація:
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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ENGİNKAYA, Ebru, and Gizem KÖSE. "ÇALIŞANLARIN KURUMSAL SOSYAL SORUMLULUK ALGISININ MÜŞTERİ ODAKLILIK VE ALGINAN PERFORMANS İLE İLİŞKİSİNİN İNCELENMESİ." Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 9, no. 2 (July 29, 2022): 851–70. http://dx.doi.org/10.30798/makuiibf.912775.
Анотація:
In today's conditions, almost all businesses, of regardless of the sector they operate in, use social responsibility effectively to gain competitive advantage. Researches on corporate social responsibility commonly centered on customers’ perception, while investigating employees’ point of view is still needed. This research investigates relations between employee perceptions of corporate social responsibility, customer orientation, and perceived performance. Data were obtained from 218 employees and analyzed by Partial Least Squares (PLS) Structural Equation Modelling technique. Results show that all dimensions of employees’ perception of CSR are positively related to customer orientation and perceived performance. Perceived environmental CSR activities are the strongest variable to explain perceived performance whereas perceived ethical CSR activities are the strongest variable to determine customer orientation. Furthermore, customer orientation is positively related to perceived performance. Results provide fruitful insights for employee-based CSR and its possible positive consequences. Furthermore, the study intends to fill the research void in employee-based CSR and investigate its effect on marketing related outputs with its results.
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Clarissa, Angela, Marcha Chryztantya, and Vegys Virgynitha Gultom. "ANALISA PELAKSANAAN KEGIATAN CUSTOMER GATHERING PT. FOODY DIREKTORI INDONESIA." JIKE : Jurnal Ilmu Komunikasi Efek 3, no. 1 (December 28, 2019): 62–74. http://dx.doi.org/10.32534/jike.v3i1.634.
Анотація:
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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Sugiato, Budi Jaya, Slamet Riyadi, and 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, no. 2 (2023): 85–94. http://dx.doi.org/10.5267/j.ac.2022.12.004.
Анотація:
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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Sugiono, Edi, Andini Nurwulandari, and 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, no. 1 (February 6, 2021): 93–111. http://dx.doi.org/10.54783/endless.v4i1.47.
Анотація:
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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Sanjaya, Marta, and Winki Octavianty. "Strategi Komunikasi Organisasi PT Tigamata Indonesia dalam Menjalin Hubungan dengan Pelanggan Periode Maret-Juni 2013." Humaniora 5, no. 2 (October 30, 2014): 1161. http://dx.doi.org/10.21512/humaniora.v5i2.3258.
Анотація:
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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Rahman, Abdul, Vania Utamie Subiakto, Susi Susanti, and 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, no. 6 (July 9, 2020): 1029–37. http://dx.doi.org/10.38124/ijisrt20jun920.
Анотація:
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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Lugina, Jupita Arum, and Mazaya Rizy Safira. "Hubungan Komunikasi Interpersonal Customer Service Dengan Service Quality Bank Mandiri Pasar Jombang." Jurnal Ilmiah Universitas Batanghari Jambi 22, no. 2 (July 26, 2022): 1004. http://dx.doi.org/10.33087/jiubj.v22i2.2197.
Анотація:
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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Hendrayani, Yani, Muhammad Sulthan Alkautsar, and Hermina Manihuruk. "Marketing public relations strategy of coffee shop business during COVID-19 pandemic." PRofesi Humas Jurnal Ilmiah Ilmu Hubungan Masyarakat 7, no. 1 (August 10, 2022): 93. http://dx.doi.org/10.24198/prh.v7i1.37492.
Анотація:
In recent years, public interest in coffee shops has become a trend in Indonesia. However, in the Covid-19 pandemic era, there have been many changes in shopping patterns from offline to online, forcing coffee shops to adapt to new normal conditions and prepare MPR strategies following the conditions during the Covid-19 pandemic. Sallo Coffee is a coffee shop located in Jakarta. Maintaining relationships with customers for the long term is part of the job of Public Relations (PR). In this study, the author wants to know Sallo Coffee’s Public Relations marketing strategy in maintaining customer loyalty during the pandemic. What is the challenge of implementing a PR marketing strategy during the pandemic to maintain customer loyalty? The paradigm used in this study is constructivism, in which researchers research public relations to reconstruct the existing reality. The approach used is a qualitative approach with descriptive research through interviews, observations, and documentation. The results of this study are that the current PR concept cannot be implemented with PR marketing strategies during the pandemic become limited under government regulations. Instagram social media is one of the media to promote Sallo Coffee products and provide product information to maintain relationships with customers or customer relations. The Internet is critical because the pandemic situation does not allow for as much physical contact as one would expect. With promotions on Instagram and social media, it can also be effective in maintaining customer loyalty during the pandemic.
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Andajani, Erna, and Nurul Badriyah. "The Role of Customer Relationship Management in Indonesia Business." JEMA: Jurnal Ilmiah Bidang Akuntansi dan Manajemen 14, no. 01 (March 22, 2017): 1. http://dx.doi.org/10.31106/jema.v14i01.217.
Анотація:
Companies need to have tactics to win business competition. One way that can be used by the company is to recognize and understand the customer. Companies that perform customer relationship management will be able to sustain its business. The existence of customers is the driving force of business enterprises in various industries. In business services, the customer can be as an actor and a very crucial business objects. This study aimed to clarify the concept of customer relationship management and serves some research management customer relations in Indonesia. The study also describes the application of customer relationship management the company has done in Indonesia. Keywords : Customer Relationship Management, Customer, Relationship Judul Asli : Peran Manajemen Hubungan Pelanggan dalam Bisnis Indonesia
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Bauer, Hans H., Mark Grether, and Mark Leach. "Building customer relations over the Internet." Industrial Marketing Management 31, no. 2 (February 2002): 155–63. http://dx.doi.org/10.1016/s0019-8501(01)00186-9.
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Gu, Tiantian, Nada R. Sanders, and Anand Venkateswaran. "CEO Incentives and Customer-Supplier Relations." Production and Operations Management 26, no. 9 (May 31, 2017): 1705–27. http://dx.doi.org/10.1111/poms.12715.
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Rossum, Anton. "Ethics, Governance, Trust and Customer Relations." Geneva Papers on Risk and Insurance - Issues and Practice 29, no. 1 (January 2004): 52–55. http://dx.doi.org/10.1111/j.1468-0440.2004.00268.x.