Evaluasi Strategi Customer Relationship Management Oleh Wepro Communication Dalam Mempertahankan Loyalitas Konsumen (Studi Kasus Pada Bpsdm Provinsi Jawa Timur)

Rifani, Misbachul and Rachma Bhakti Utami,, S.E, M.AB. (2023) Evaluasi Strategi Customer Relationship Management Oleh Wepro Communication Dalam Mempertahankan Loyalitas Konsumen (Studi Kasus Pada Bpsdm Provinsi Jawa Timur). Diploma thesis, Universitas Brawijaya.

Abstract

Wepro Communication merupakan salah satu event organizer yang bergerak dibidang jasa penyelenggaraan kegiatan webinar, capacity building, dan in house training. Wepro Communication telah bekerja untuk para konsumen sejak 2018 lalu. Berbagai event telah dikerjakan dengan spesifikasi beragam yang ditawarkan untuk menarik perhatian konsumen. Tak jarang juga terdapat repeat-ordering dari para konsumen kepada Wepro Communication dengan improve yang telah dilakukan. Customer Relationship Management (CRM) merupakan aktivitas yang bertujuan membina hubungan jangka panjang antara penyedia jasa dan konsumen. Penelitian ini dilangsungkan bertujuan untuk mengetahui strategi Customer Relationship Management oleh Wepro Communication dalam mempertahankan loyalitas konsumen (studi kasus pada BPSDM Provinsi Jawa Timur). Metode yang digunakan oleh peneliti untuk menghimpun data antara lain: Metode Observasi, Wawancara, dan Dokumentasi. Dalam penerapan konsep Customer Relationship Management, Wepro Communication juga memperhatikan 3 komponen CRM, yaitu; 1) Manajemen (Management), 2) Hubungan (Relation) dan 3) Pelanggan (Customer). dari ketiga komponen tersebut menjadi tolak ukur keberhasilan dari penerapan konsep Customer Relationship Management. Tolak ukur keberhasilan dari penerapan konsep CRM adalah feedback positif yang diberikan oleh klien. Wepro Communication menjaga kepercayaan dan loyalitas klien dengan cara selalu menerapkan service excellent disetaip permintaan kliennya.

English Abstract

Wepro Communication is an event organizer engaged in organizing services for webinars, capacity building and in-house training activities. Wepro Communication has been working for consumers since 2018. Various events have been carried out with various specifications offered to attract consumer attention. Not infrequently there are also repeat-orders from consumers to Wepro Communication with the improvements that have been made. Customer Relationship Management (CRM) is an activity that aims to build long-term relationships between service providers and consumers. This research was conducted with the aim of knowing the Customer Relationship Management strategy by Wepro Communication in maintaining consumer loyalty (a case study at BPSDM East Java Province). The methods used by researchers to collect data include: Observation, Interview, and Documentation Methods. In implementing the Customer Relationship Management concept, Wepro Communication also pays attention to 3 CRM components, namely; 1) Management, 2) Relations, and 3) Customers, of these three components is a measure of the success of implementing the concept of Customer Relationship Management. Measuring the success of implementing the CRM concept is the positive feedback given by the client. Wepro Communication maintains client trust and loyalty by always implementing excellent service at every client request.

Item Type:	Thesis (Diploma)
Identification Number:	0523170119
Uncontrolled Keywords:	Customer Relationship Management, loyalitas konsumen.Customer Relationship Management, Customer Loyalty.
Divisions:	Program Vokasi > D3 Administrasi Bisnis
Depositing User:	soegeng sugeng
Date Deposited:	06 Nov 2023 02:02
Last Modified:	06 Nov 2023 02:02
URI:	http://repository.ub.ac.id/id/eprint/204223

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