Firdaus, Mgs Afriyan (2014) Cover, Daftar Isi, Dewan Redaksi dan Artikel SOLUSI SISTEM INFORMASI PELAYANAN PELANGGAN BERBASIS CUSTOMER RELATIONSHIP MANAGEMENT 2.0 (STUDI KASUS: PT POS INDONESIA (PERSERO) PALEMBANG). In: Konferensi Nasional Teknologi Informasi dan Aplikasinya 2014 (KNTIA 2014), 13 September 2014, Palembang.
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Abstract
Postal companies nowadays are competing each other to reach customer’s loyalty. The competition is also faced by PT. Pos Indonesia (Persero) which is one of the state-owned enterprises providing postal service to society. This condition has forced PT Pos Indonesia (Persero) to give service as maximum as possible. To meet the rapid changes of customer demands, companies of customer-based such as PT Pos Indonesia (Persero) should have a flexible service system through restructure their potential to gain their profitability. This effort can be achieved using Customer Relationship Management (CRM) strategy. Given how customers and society in present, with a convenient mechanism for Web 2.0 technologies which are adopted by a wide variety of social media, the strategies offered for these problems is the development of customer service information system using the concept of Customer Relationship Management 2.0 (CRM 2.0). This system allows collaborative conversation (two-way interaction) between the customers and employees who face the prospect/customer to create a business environment that is reliable and more transparent.The paper discusses customer service system in PT Pos Indonesia (Persero) and proposes CRM 2.0 concept into the system to take advantage of the multi-way relationships created by Web 2.0
| Item Type: | Conference or Workshop Item (Paper) |
|---|---|
| Subjects: | #3 Repository of Lecturer Academic Credit Systems (TPAK) > Conference or Workshop |
| Divisions: | 09-Faculty of Computer Science > 57201-Information Systems (S1) |
| Depositing User: | Mgs. Afriyan Firdaus |
| Date Deposited: | 25 May 2023 00:34 |
| Last Modified: | 25 May 2023 00:34 |
| URI: | http://repository.unsri.ac.id/id/eprint/104791 |
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