CUSTOMER RELATIONSHIP MANAGEMENT: UPAYA PENCAPAIAN PROFITABILITAS JANGKA PANJANG
ABSTRACT: The rapidly
and constantly changing
business environment has forced
businesses to reconsider
their strategies in
maintaining their customer base.
Customers nowadays have a wide
array of product choices, and
worst – they
are becoming increasingly
disloyal. Such facts pose serious
threats for some companies. For those who want to keep their
customer base, an
integrated approach of
maintaining and managing customer
relationship must be
taken. This article
proposes an integrated framework
of managing relationship
with customers. Database
marketing, total quality philosophy, value chain integration, customer service-oriented culture,
and strategic human
resource management must be
implemented comprehensively to
provide customer
satisfaction and long-term
beneficial relationship which eventually will increase profitability.
Keywords: customer
relationship management, relationship marketing, total quality,
database marketing customer
satisfaction, long-term
relationship, value chain
integration, profitabilitas
Penulis: Rahayu Triastity
Kode Jurnal: jpmanajemendd100126
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