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• W2192101703 abstract "Abstrak :   Untuk mengatasi persaingan di sebagian besar lingkungan usaha yang semakin  ketat, terutama dalam menghadapi berlakunya Komunitas Ekonomi ASEAN pada akhir 2015,  perusahaan - perusahaan harus menjaga hubungan dengan pelanggan sehingga mereka tidak akan meninggalkan produk dan jasa perusahaan. Salah satu cara untuk menjaga loyalitas pelanggan adalah dengan menerapkan customer relationship management (CRM). Belakangan ini, CRM telah berkembang menjadi sistem atau perangkat lunak aplikasi, dan juga memanfaatkan media sosial yang disebut dengan CRM Sosial ( social CRM). Tujuan dari penelitian ini adalah untuk membangun sebuah model konseptual yang diterjemahkan ke dalam model penelitian yang dapat digunakan sebagai dasar untuk melakukan penelitian lapangan. Penelitian ini menggunakan kajian kepustakaan dengan melakukan eksplorasi pada penelitian sebelumnya tentang pengaruh strategi CRM terhadap loyalitas pelanggan dan penelusuran atas dampak dari CRM sosial terhadap loyalitas pelanggan. Dapat disimpulkan bahwa CRM sosial dan Strategi CRM merupakan pilihan solusi yang efektif untuk membangun loyalitas pelanggan. Kata kunci : strategi crm, crm sosial, dan loyalitas pelanggan. Abstract :    To cope with competition in the bulk of the business environment which is getting tighter, especially in the face of the introduction of the ASEAN economic community by the end of 2015, companies must maintain relationships with customers. So they will not leave the company's products and services. One way to maintain customer loyalty is by implementing customer relationship management (CRM). Lately, CRM has evolved into a system or software application, and also leverage social media called Social CRM (social CRM). The purpose of this research is to build a conceptual model which translated into research models that can be used as a basis for conducting field research. This research uses the study of  library by doing exploration on previous research on the influence of CRM strategy toward customer loyalty and searches over the impact of the social CRM customer loyalty. It can be concluded that social CRM and CRM Strategies is an effective solution for building customer loyalty. Key words: crm strategy, social crm, and customer loyalty." @default.
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• W2192101703 date "2015-09-30" @default.
• W2192101703 modified "2023-09-26" @default.
• W2192101703 title "CRM STRATEGY, SOCIAL CRM, AND CUSTOMER LOYALTY: A PROPOSED CONCEPTUAL MODEL" @default.
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