Adel, Abdul and Auliya Az Zahra, S.AB.,M.M (2024) Rancangan Penerapan Google Contacts sebagai Touchpoints Customer pada Café Lakon Rakyat. Diploma thesis, Universitas Brawijaya.
Abstract
Pelanggan adalah aset berharga di bisnis modern yang kompetitif. Mendapatkan pelanggan baru memerlukan banyak sumber daya, namun mempertahankan mereka sama pentingnya. Customer Relationship Management (CRM) membangun dan memelihara hubungan dengan pelanggan, meningkatkan pendapatan melalui up-selling atau cross-selling, serta mengelola interaksi pelanggan untuk memenuhi harapan mereka, membuat mereka nyaman dan loyal, serta membantu pertumbuhan bisnis. Customer experience, yang mencakup persepsi pelanggan saat berinteraksi dengan merek, memainkan peran penting dalam loyalitas pelanggan. Mengelola database membantu personalisasi interaksi melalui touchpoints seperti situs web, e-mail, dan media sosial. Google Contacts dapat digunakan dalam CRM untuk menyimpan dan mengelola informasi pelanggan, memperkuat hubungan, dan mengoptimalkan strategi pemasaran. Cafe Lakon Rakyat perlu menerapkan CRM untuk membangun hubungan erat dengan pelanggan, mengumpulkan feedback, dan menciptakan komunitas loyal. Penelitian ini merancang dan menerapkan Google Contacts untuk mengelola database pelanggan Cafe Lakon Rakyat, diharapkan meningkatkan kepuasan dan loyalitas pelanggan serta menjadi referensi bagi bisnis cafe lainnya. Dengan pengelolaan database yang efektif, Cafe Lakon Rakyat dapat bersaing dan mencapai keberlanjutan bisnis jangka panjang.
English Abstract
Customers are valuable assets in the competitive modern business landscape. Acquiring new customers requires significant resources, but retaining them is equally important. Customer Relationship Management (CRM) builds and maintains relationships with customers, increases revenue through up-selling or cross-selling, and manages customer interactions to meet their expectations, ensuring they feel comfortable and loyal, which helps business growth. Customer experience, encompassing customers' perceptions during interactions with the brand, plays a crucial role in customer loyalty. Managing databases helps personalize interactions through touchpoints like websites, emails, and social media. Google Contacts can be used in CRM to store and manage customer information, strengthen relationships, and optimize marketing strategies. Cafe Lakon Rakyat needs to implement CRM to build close relationships with customers, gather feedback, and create a loyal community. This research designs and implements Google Contacts to manage Cafe Lakon Rakyat's customer database, aiming to enhance customer satisfaction and loyalty while serving as a reference for other cafes. Effective database management is expected to help Cafe Lakon Rakyat remain competitive and achieve long-term business sustainability.
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 0524170334 |
| Uncontrolled Keywords: | Customer Relationship Management, Touchpoints Customer, Google Contacts, Spreadsheets, Customer Experience, Database Pelanggan-Customer Relationship Management, Touchpoints Customer, Google Contacts, Spreadsheets, Customer Experience, Customer Database |
| Divisions: | Program Vokasi > D3 Administrasi Bisnis |
| Depositing User: | Sugeng Moelyono |
| Date Deposited: | 30 Sep 2024 08:17 |
| Last Modified: | 30 Sep 2024 08:17 |
| URI: | http://repository.ub.ac.id/id/eprint/226238 |
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