CAROLLIN, HANA (2018) PENGELOLAAN CUSTOMER RELATIONS DALAM MENINGKATKAN KEPUASAN PELANGGAN (Studi Kasus Aktivitas Customer Relationship Marketing Pada PT. Andromeda Rekayasa Fluida). S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Customer relations adalah jembatan antara perusahaan dengan pelanggan atau konsumen yang telah memiliki loyalitas. Kegiatan customer relations memiliki kaitan yang erat dengan kinerja public relations. Hubungan pelanggan tersebut mengacu pada hubungan yang bersifat positif antara organisasi dengan pelanggan. Menjalin hubungan yang harmonis antara Organisasi dengan publiknya merupakan hakekat kegiatan seorang public relations yang dalam penelitian ini tugas tersebut dijalankan oleh customer relationship marketing PT. Andromeda Rekayasa Fluida. Mengingat tugas customer relationship marketing yang mempunyai fungsi penting dalam membangun hubungan positif Perusahaan dengan publiknya, maka program-program atau strategi customer relationship marketing harus ditujukan kepada kegiatan internal dan eksternal. Di antara sekian banyak tugas customer relationship marketing dalam sebuah organisasi adalah membina hubungan baik dengan publik eksternal perusahaannya, dengan tujuan untuk mengusahakan sikap dan gambaran publik yang positif terhadap perusahaan yang diwakilinya. Tanpa adanya kepercayaan dan dukungan customer, perusahaan akan sulit menjual produknya, karena alasan itulah maka perusahaan perlu memperhatikan dan memenuhi kepentingan customer, pada akhirnya akan timbul kepuasan pada diri pelanggan, karena pada dasarnya setiap perusahaan yang memperhatikan kepuasan customer akan memperoleh beberapa manfaat, yaitu reputasi perusahaan semakin positif dimata customer. Kepuasan pelanggan sebagai fokus utama yang harus diperhatikan, karena merupakan suatu yang tidak dapat ditawar lagi, pelayanan yang baik akan tersirat dan tergambar dari tingkat kepuasan pelanggan itu sendiri, dan secara tidak langsung akan menjadi pelanggan tetap serta memberikan manfaat bagi perusahaan. Kepuasan pelanggan diperoleh tidak cukup hanya dari beragamnya produk, fasilitas, sarana dan prasarana yang ditawarkan perusahaan, namun pula dari kecepatan, ketepatan dan keamanan serta keramahan atau sikap para personalitas atau petugas perusahaan pemberi layanan dalam memperlakukan customer, sehingga customer dapat merasa dirinya dihargai atau diperhatikan dengan perasaan aman, wajar dan baik dengan begitu diharapkan akan memacu timbulnya kepercayaan dan dukungan yang positif terhadap perusahaan. Kata kunci: Eksternal Relations, Customer Relationship Marketing, Kepuasan Pelanggan. Customer relations is the bridge between a company and a customer or customer who has loyalty. Customer relations activities are closely related to the performance of public relations. The customer relationship refers to a positive relationship between the organization and the customer. Establish a harmonious relationship between the Organization and the public is the essence of a public relations activity in this research task is run by customer relationship marketing PT. Andromeda Rekayasa Fluida. Given the task of customer relationship marketing that has an important function in building a positive relationship between the Company and its publics, the customer relationship marketing programs or strategies must be addressed to internal and external activities. Among the many tasks of customer relationship marketing in an organization is fostering good relationships with the company's external public, with the aim to pursue a positive attitude and public image of the company it represents. Without the trust and support of customers, the company will be difficult to sell its products, for that reason the company needs to pay attention and meet the interests of customers, in the end will arise customer satisfaction, because basically every company that pay attention to customer satisfaction will get some benefits, more positive company in the eyes of customer. Customer satisfaction is the main focus that must be considered, because it is a non-negotiable, good service will be implied and reflected from the level of customer satisfaction itself, and indirectly will become a regular customer and provide benefits for the company. Customer satisfaction is not sufficient only from the variety of products, facilities, facilities and infrastructure offered by the company, but also from the speed, accuracy and security and friendliness or attitude of the personality or service provider company in treating the customer, so that the customer can feel himself valued or noticed with a sense of security, reasonable and good so hopefully will spur the emergence of trust and positive support to the company. Kata kunci: Eksternal Relations, Customer Relationship Marketing, Kepuasan Pelanggan.
| Item Type: | Thesis (S2) |
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| Call Number CD: | CDT-552-18-018 |
| NIM/NIDN Creators: | 55215120054 |
| Uncontrolled Keywords: | Eksternal Relations, Customer Relationship Marketing, Kepuasan Pelanggan.Eksternal Relations, Customer Relationship Marketing, Kepuasan Pelanggan, CORCOM, korporate komunikasi dan komunikasi pemasaran |
| Subjects: | 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 |
| Divisions: | Pascasarjana > Magister Ilmu Komunikasi |
| Depositing User: | MELATI CAHYA FITRIANI |
| Date Deposited: | 28 Mar 2022 06:23 |
| Last Modified: | 20 Jun 2022 06:20 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/58914 |
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