PUBLIC RELATIONS OF MANAGEMENT IN CUSTOMER RELATIONSHIP MANAGEMENT PROGRAM (CRM) AT LIABILITY COMPANY OF JASA RAHARJA BRANCH RIAU
ABSTRACT: Public relations
of management is a system
or activity that
regulates public relations activities.
One of the PR program
is the Customer
Relationship Management (CRM), in
order to approach the owners of public transport in order to create customer loyalty that
will increase awareness and
smoothness depositing dues
payer. This study aims to determine the application of the
management functions of planning, organizing, actuating, and
controlling the program
Customer Relationship Management
(CRM) at liability company Branch
Riau.
This research used a qualitative method with descriptive approach.
Subjects were four (4) people as informants through purposive technique, and 5
(people) use a snowball technique.
The collection of
data obtained through
interviews, observation, and documentation. To
achieve the validity
of the data
in this study,
researcher used the extension of participation and
triangulation.
The results showed that, the implementation of the planning function on
the CRM program to serve as guidelines in planning the implementation of the
program next year on the objectives set, objectives of activities to be
achieved, as well as define the actions to realize the goals set. The function
of organizing the work of grouping formally drafted, members are
responsible for higher-level
supervisor. Further applied
CRM program carried out by
officers in Samsat, the officer responsible for the implementation of a CRM program on
public vehicle owners.
Implementation of the
controlling function is to evaluate
the implementation of a CRM program implemented officers on public transport owners,
whether CRM implemented according to a predetermined plan.
Penulis: Mike Fadila
Kode Jurnal: jpkomunikasidd160030
