STRATEGI CUSTOMER RELATIONSHIP MANAGEMENT UNTUK MENINGKATKAN PELAYANAN PELANGGAN DI BLIBLI.COM MELALUI LAYANAN LIVE CHAT

HIDAYATI, ERYATI OKTIAPUTRI (2020) STRATEGI CUSTOMER RELATIONSHIP MANAGEMENT UNTUK MENINGKATKAN PELAYANAN PELANGGAN DI BLIBLI.COM MELALUI LAYANAN LIVE CHAT. S1 thesis, Universitas Mercu Buana.

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Abstract

Customer Relationship Management Strategy is the process of targeting, obtaining, transacting, serving, maintaining, and building long-term relationships with customers. The raised issue is related to the Customer Relationship Management Strategy from Blibli.com through the live chat service. This study aims to determine how the Customer Relationship Management strategy to improve customer service on Blibli.com through the live chat service in 2019. The research method used is qualitative description. Data collection techniques that used are deep interviews with informants, observations in the field and documentation data. The results of this study is Customer Relationship Management strategies with social CRM strategies that have been carried out by Blibli.com through live chat services to improve customer service in Blibli.com through live chat services in 2019 by using an Agent to conduct endorsement and supported by the best service through live chat. Keyword: Strategy Customer Relationship Managemen, Strategy CRM sosial, Customer Service, New Digital, e-commerce. Strategi Customer Relationship Management adalah proses menargetkan, memperoleh, bertransaksi, melayani, mempertahankan, dan membangun hubungan jangka panjang dengan pelanggan. Permasalahan yang ingin diangkat berkaitan dengan Strategi Customer Relationship Management dari Blibli.com melalui layanan live chat. Penelitian ini bertujuan untuk mengetahui bagaimana strategi Customer Relationship Management untuk meningkatkan pelayanan pelanggan di Blibli.com melalui layanan live chat Tahun 2019. Metode penelitian yang digunakan yaitu adalah deskripti kualitatif. Teknik pengumpulan data yang digunakan yaitu dengan wawancara mendalam kepada narasumber, observasil di lapangan dan data dokumentasi. Hasil penelitian ini berisikan strategi Customer Relationship Managemen dengan Strategi CRM sosial yang telah dilakukan Blibli.com melalui layanan live chat untuk meningkatkan pelayanan pelanggan di Blibli.com melalui layanan live chat Tahun 2019 yaitu dengan menggunakan Agent untuk melakukan endorsement dan di dukung dengan pelayanan terbaik melalui live chat. Keyword: Strategi Customer Relationship Managemen, Strategi CRM sosial, Customer Service, New Digital, e-commerce.

Item Type: Thesis (S1)
Call Number CD: FK/PKP. 20 019
NIM/NIDN Creators: 44316120089
Uncontrolled Keywords: Strategi Customer Relationship Managemen, Strategi CRM sosial, Customer Service, New Digital, e-commerce.
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal > 302.2 Communication/Komunikasi > 302.23 Media (Means of Communication)/Media (Sarana Komunikasi)
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.8 Marketing, Management of Distribution/Marketing, Manajemen Distribusi
700 Arts/Seni, Seni Rupa, Kesenian > 790 Recreational and Performing Arts/Olah Raga dan Seni Pertunjukan > 794 Indoor Games of Skill/Permainan Ketangkasan dalam Ruangan > 794.1 Chess/Catur > 794.12 Strategy and Tactics/Strategi
Divisions: Fakultas Ilmu Komunikasi > Periklanan dan Komunikasi pemasaran
Depositing User: Dede Muksin Lubis
Date Deposited: 24 May 2022 04:35
Last Modified: 08 Feb 2023 09:13
URI: http://repository.mercubuana.ac.id/id/eprint/61683

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