The Role Of Customer Service Through Customer Relationship Management CRM ) To Increase Customer Loyalty And Good Image

Trimarjono, Adrianto (2019) The Role Of Customer Service Through Customer Relationship Management CRM ) To Increase Customer Loyalty And Good Image. INTERNATIONAL JOURNAL OF SCIENTIFIC & TECHNOLOGY RESEARCH. (Unpublished)

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Abstract

This research background is a number of problems faced by the company can make a bad company image and reduced levels of cons umer loyalty. To avoid harming the image of the company then the company must f ocus on service to consumers. Service to consumers is very important in increasing the satisfaction of its customers, due to the company customers is the most important asset in which consumers pro vide andilo is significant in the development of the compan y's reputation. The formulation o f the problem in this research h ow does the role of customer service through Customer Relationship Management (CRM) to improve customer loyalty and good image at PT Sun Star Motor Blitar. This st udy aims to determine the ro le h ow customer service through Customer Relationship Management (CRM) to improve customer loyalty and good image at PT Sun Star Motor Blitar. This research method using this qualitative study, researchers used a paradigm Non Positivism / Naturalistic / In terpretative. Interpretative paradigm aims to understand the meaning of behavior, symbols, and phenomena by using sampling purposive sampling. Data Collection Tech niques using interviews, documentation, observation. The results of this study that the role of customer service through Customer Relationship Management (CRM) to improve customer loyalty and good image in PT. Sun Star Motor Blitar very important. CRM activities conducted by PT Sun Star Motor Blitar; indentity, is a major first step in the impleme ntation of CRM. Many things need to be identified by the company. Acquire namely customer service categorize consumers based on contributions made to the company as the number of consumer income, transactions regularly and duration be come consumers. Differ ent other services carried out by PT Sun Star Motor Blitar in awarding the prize. Personalized service is intended that the c ompany is able to serve customers in accordance with the conditions and needs of the problem. Citra effect on some other aspects su ch as marketing, sales, loyalty, and several other aspects. Therefore, the image of the company should be kept positive because it will have a positive impact also for th e company. The benefits of a positive image makes the pu blic more appreciation, respec t Keywords : costumer, loyalty, image, management, role

Item Type:	Other
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Faculty of Economic and Business > Accounting Study Program
Depositing User:	Sulimin BP3
Date Deposited:	26 Jun 2023 02:49
Last Modified:	26 Jun 2023 02:49
URI:	http://erepository.uwks.ac.id/id/eprint/14938

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