PROGRAM CUSTOMER RELATIONS PT DIPO STAR FINANCE DALAM MEMBANGUN HUBUNGAN DENGAN PELANGGAN "PASCA KRISIS PANDEMI COVID-19 DI PERUSAHAAN"

MARLA, ULFIE BAVARIANTI (2023) PROGRAM CUSTOMER RELATIONS PT DIPO STAR FINANCE DALAM MEMBANGUN HUBUNGAN DENGAN PELANGGAN "PASCA KRISIS PANDEMI COVID-19 DI PERUSAHAAN". S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Since the Covid-19 pandemic occurred in Indonesia, the development of the business world has been very fast and has forced several companies to work harder to maintain their existence. Regarding the customer relations program, PT Dipo Star Finance focuses on how close the relationship with the customer is determined by the services provided by company. Maintaining a good relations with customers is an effort to provide- a strategic bridge between information technology and marketing strategies that aim to establish good relationship s with customers and long term profitability. The method used is the case study method. The research subject in this case the key informant (source person). Data collection techniques using observation and in-dept interviews. Data analysis techniques start from the stage of reducing data, drawing conclusions, and making a summary sheet. The customer relations program that is carried out is by continuously establishing good relations with customers and broadening insights about products and services. Then provide value in the form of solutions that answer all customer needs quickly and precisely. The linkage theory by Istambul M.R in the role of Customer Relationship Managemennt in improving customer service by companies that CRM is an integrated information system that is used to plan, schedule, and control pre-sales and post-sales activities in an organization. PT Dipo Star Finance’s customer relations program in building relationship with customers has been carried out in accordance with guidelines and directions that refer to SOP (Standard Operating Procedure) in serving customers and fulfilling transaction needs with customers. Keywords: Programs, Customer Relations, Customer Sejak pandemi Covid-19 terjadi di Indonesia, perkembangan dunia bisnis sangat cepat dan membuat beberapa perusahaan harus bekerja lebih keras agar eksistensinya tetap diakui. Terkait program customer relations, PT Dipo Star Finance berfokus pada seberapa dekat hubungan dengan pelanggan yang ditentukan oleh pelayanan yang diberikan perusahaan. Menjaga hubungan baik dengan pelanggan merupakan sebuah usaha untuk menyediakan jembatan strategis antara teknologi informasi dan strategi pemasaran yang bertujuan untuk menjalin hubungan baik dengan pelanggan serta profitabilitas jangka panjang. Metode yang digunakan adalah metode studi kasus. Subjek penelitian dalam hal ini adalah key informan (narasumber). Teknik pengumpulan data menggunakan observasi dan wawancara mendalam. Teknik analisis data mulai dari tahap mereduksi data, mengambil kesimpulan, dan membuat lembar rangkuman. Program customer relations yang dijalankan yaitu dengan menjalin hubungan baik dengan pelanggan secara terus menerus dan memperluas wawasan tentang produk dan layanan. Lalu memberikan value dalam bentuk solusi yang menjawab seluruh kebutuhan pelanggan. Terakhir menindaklanjuti dan menyelesaikan kebutuhan pelanggan secara cepat dan tepat. Adapun keterkaitan teori oleh Istambul M. R dalam peranan Customer Relationship Management dalam meningkatkan pelayanan pelanggan oleh perusahaan bahwa CRM adalah sebuah sistem informasi yang terintegrasi yang digunakan untuk merencanakan, menjadwalkan, dan mengendalikan aktivitas-aktivitas pra penjualan dan pasca penjualan dalam sebuah organisasi. Program customer relations PT Dipo Star Finance dalam membangun hubungan dengan pelanggan telah dijalankan sesuai dengan panduan dan arahan yang mengacu pada SOP (Standars Operating Procedure) dalam melayani pelanggan dan memenuhi kebutuhan transaksi dengan para pelanggan. Kata Kunci : Program, Customer Relations, Pelanggan

Item Type: Thesis (S2)
Call Number CD: CD/552. 23 063
NIM/NIDN Creators: 55221110038
Uncontrolled Keywords: Program, Customer Relations, Pelanggan
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.3 Programs/Program > 005.36 Programs for Personal Computers/Program untuk Komputer Personal > 005.369 Specific Programs/Program Tertentu
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 020 Library and Information Sciences/Perpustakaan dan Ilmu Informasi > 025 Operations, Archives, Information Centers/Operasional Perpustakaan, Arsip dan Pusat Informasi, Pelayanan dan Pengelolaan Perpustakaan > 025.1 Administration and Library Management/Administrasi dan Manajemen Perpustakaan > 025.11 Finance/Keuangan
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 020 Library and Information Sciences/Perpustakaan dan Ilmu Informasi > 025 Operations, Archives, Information Centers/Operasional Perpustakaan, Arsip dan Pusat Informasi, Pelayanan dan Pengelolaan Perpustakaan > 025.2 Acquisitions and Collection Developtment/Akuisisi dan Pengembangan Koleksi Perpustakaan > 025.23 Acquisition Through Purchase/Akuisisi Melalui Pembelian > 025.233 Relations With Vendors/Hubungan Dengan Vendor
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan
Divisions: Pascasarjana > Magister Ilmu Komunikasi
Depositing User: khalimah
Date Deposited: 02 Dec 2023 07:43
Last Modified: 02 Dec 2023 07:43
URI: http://repository.mercubuana.ac.id/id/eprint/84525

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