Saputra, Indra Artha and Sausan Putri Pratiwi, S.Ikom., MEI (2024) “Evaluasi Strategi Customer Relationship Management Pt Central Capital Futures Dalam Mempertahankan Loyalitas Konsumen. Diploma thesis, Universitas Brawijaya.
Abstract
PT Central Capital Futures merupakan salah satu perusahaan yang bergerak dibidang keuangan dan investasi. PT Central Capital Futures telah berdiri sejak tahun 2005 dan disahkan oleh pemerintah pada tahun 2006 dan telah memiliki beberapa cabang di Indonesia. Menawarkan berbagai produk investasi yang menarik bagi para nasabah. Tak jarang juga para nasabah melakukan top up untuk menambahkan modalnya agar mendapatkan profit lebih. 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 PT Central Capital Futures dalam mempertahankan loyalitas konsumen. Metode yang digunakan oleh peneliti untuk menghimpun data antara lain : Metode Observasi, Wawancara, dan Dokumentasi. Dalam penerapan konsep Customer Relationship Management, PT Central Capital Futures juga memperhatikan 3 komponen CRM, yaitu ; 1) Manajemen (Management), 2) Hubungan (Relation), dan 3) Pelanggan (Customer). Dari ketiga komponen terebut menjadi tolak ukur keberhasilan dari penerapan konsep Customer Relationship Management. Tolak ukur keberhasilan dari penerapan konsep CRM adalah feedback positif yang diberikan oleh para nasabah. PT Central Capital Futures menjaga kepercayaan dan loyalitas nasabah dengan selalu menerapkan service excellent di setiap permintaan nasabahnya.
English Abstract
PT Central Capital Futures is one of the companies engaged in finance and investment. PT Central Capital Futures has been established since 2005 and was authorized by the government in 2006 and has several branches in Indonesia. Offering a variety of attractive investment products for prospective customers to attract the attention of prospective customers. It is not uncommon for customers to top up to add their capital to get more profit. Customer Relationship Management (CRM) is an activity that aims to foster long-term relationships between service providers and consumers. This research was conducted to find out the Customer Relationship Management strategy by PT Central Capital Futures in maintaining customer loyalty. The methods used by researchers to collect data include: Observation, Interview, and Documentation Methods. In applying the concept of Customer Relationship Management, PT Central Capital Futures also pays attention to 3 CRM components, namely; 1) Management, 2) Relationship, and 3) Customers. Of the three components of the success benchmark of the application of the concept of Customer Relationship Management. The benchmark for the success of the application of the CRM concept is the positive feedback given by customers. PT Central Capital Futures maintains customer trust and loyalty by always implementing excellent service in every customer request.
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 052417 |
| Uncontrolled Keywords: | Customer Relationship Management, Loyalitas Konsumen.-Customer Relationship Management, Customer Loyalty |
| Divisions: | Program Vokasi > D3 Administrasi Bisnis |
| Depositing User: | Sugeng Moelyono |
| Date Deposited: | 06 Sep 2024 02:27 |
| Last Modified: | 06 Sep 2024 02:27 |
| URI: | http://repository.ub.ac.id/id/eprint/225385 |
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