CUSTOMER RELATIONSHIP MANAGEMENT PT MURTI INDAH SENTOSA CABANG SUMATERA BAGIAN SELATAN

HARDIYANTI, DESY INTAN and Mahriani, Retna and Nomaini, Faisal (2021) CUSTOMER RELATIONSHIP MANAGEMENT PT MURTI INDAH SENTOSA CABANG SUMATERA BAGIAN SELATAN. Undergraduate thesis, Sriwijaya University.

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Abstract

There are various businesses fields in Indonesia, one of the business fields available in Indonesia is business in the field of health. In Indonesia, one of the companies engaged in the provider of medical devices is PT Murti Indah Sentosa. In this study researchers used Customer Relationship Management theory by Ade Paul Lukas, using qualitative methods as well as descriptive data types. The data collection techniques used are in-depth interviewmethods, observations, and documentation studies. The results of this research show that the customer relationship management process of PT Murti Indah Sentosa Cabang Sumbagsel can be seen through four dimensions, namely identification, differentiation, interaction, and personalization. In the identification dimension, PT Murti Indah Sentosa Cabang Sumbagsel conduct a search for information related to their customers, then in the dimension of differentiation, PT Murti Indah Sentosa Cabang Sumbagsel grouping based on behavior, demographics and expectations, as well as the type or nature of customers. Furthermore, in the interaction dimension, PT Murti Indah Sentosa Cabang Sumbagsel conducts planning related to how to communicate with customers, then interact directly with customers and cross selling. In the personalized dimension, PT Murti Indah Sentosa Cabang Sumbagsel adjusts to the characteristics of each customers over the products offered Key Words: Customer, Customer Relationship Management, PT Murti Indah Sentosa

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Customer, Customer Relationship Management, PT Murti Indah Sentosa
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor > HD59-59.6 Public relations. Industrial publicity
Divisions:	07-Faculty of Social and Politic Science > 70201-Communication Science (S1)
Depositing User:	Desy Intan Hardiyanti
Date Deposited:	09 Nov 2021 08:13
Last Modified:	09 Nov 2021 08:13
URI:	http://repository.unsri.ac.id/id/eprint/57179

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