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

Trimarjono, Adrianto The Role Of Customer Service Through Customer Relationship Management (CRM) To Increase Customer Loyalty And Good Image. IJSTR Publications. (Unpublished)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 consumer loyalty. To avoid harming the image of the company then the company must focus 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 provide andilo is significant in the development of the company's reputation. The formulation of the problem in this research how 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 study aims to determine the role how 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 / Interpretative. Interpretative paradigm aims to understand the meaning of behavior, symbols, and phenomena by using sampling purposive sampling. Data Collection Techniques 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 implementation 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 become consumers. Different other services carried out by PT Sun Star Motor Blitar in awarding the prize. Personalized service is intended that the company is able to serve customers in accordance with the conditions and needs of the problem. Citra effect on some other aspects such 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 the company. The benefits of a positive image makes the public more appreciation, respect Keywords: costumer, loyalty, image, management, role

Item Type:	Other
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Faculty of Economic and Business > Management Study Program
Depositing User:	Sulimin BP3
Date Deposited:	13 Mar 2024 07:16
Last Modified:	13 Mar 2024 07:16
URI:	http://erepository.uwks.ac.id/id/eprint/17554

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