Pengaruh Manajemen Hubungan Pelanggan Terhadap Kepuasan Konsumen

Handayani, Ellena Nurfazria; Pratama, Edwin Yudha

doi:10.35137/jmbk.v6i3.235

Cited by 4 publications

(4 citation statements)

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“…Customer Relationship Management, or CRM, as defined by Handayani and Pratama (2019), is more than just a concept or endeavor. Understanding, foreseeing, and managing an organization's customers' demands is the goal of customer relationship management.…”

Section: Membership Programmentioning

confidence: 99%

Repurchase Intentions in Focus: Unraveling Membership Programs, Omnichannel Strategies, and Digital Marketing Effects

Lestari,

Mitariani,

Hendrawan

2023

JICP

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Customers play a vital role in business success and cannot be ignored. Since customers are the primary driver behind the founding of a firm, competitors will strive to win over new clients. Many businesses are looking for ways to retain their regular customers due to their propensity to repurchase the products the business sells. The development of lifestyle regarding facial care / skincare has resulted in many new businesses in the beauty sector, giving rise to competition between businesses. This study aims to investigate the effects of membership programs, omnichannel strategies and digital marketing on repurchase intention on Sociolla Bali. This study employs multiple linear analysis methods using SPSS 26, the findings show that (1) membership programs have a positive influence on repurchase intention; (2) omnichannel strategy has a positive effect on repurchase intention; and (3) digital marketing has a positive effect on repurchase intention. This means that the better the membership program, omnichannel strategy and digital marketing at PT Social Bella Indonesia (Sociolla) Bali, the better the interest in repeat purchases from consumers.

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Section: Membership Programmentioning

confidence: 99%

Repurchase Intentions in Focus: Unraveling Membership Programs, Omnichannel Strategies, and Digital Marketing Effects

Lestari,

Mitariani,

Hendrawan

2023

JICP

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“…Tujuan utama MHP adalah membangun dan mempertahankan basis pelanggan yang memiliki hubungan kuat serta menguntungkan bagi perusahaan (Handayani & Pratama, 2018), dengan fokus utama bagaimana menciptakan komunikasi yang baik dengan pelanggan untuk tetap setia pada produk dan layanan yang ditawarkan dalam jangka panjang (Ahmad, 2013). Melalui MHP, perusahaan dapat meningkatkan interaksi dengan pelanggan setiap saat.…”

Section: Pendahuluanunclassified

Manajemen Hubungan Pelanggan Bagi Usaha Mikro, Kecil, dan Menengah

Sudarwati¹,

Izzaty

2022

j. ekonomi & kebijak. publik

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The need for Micro, Small, and Medium Enterprises (MSMEs) to connect with customers is increasing. Understanding customer behavior is necessary for running a business, especially during a pandemic. Customer Relationship Management (CRM) helps MSMEs to manage this connection. However, in its implementation, MSMEs experience obstacles such as not understanding the CRM concept, the absence of a strong leader, and limited resource support. Therefore, it is crucial to know how MSMEs should carry out CRM. The study conducted through this literature study aims to analyze the application of CRM by MSMEs and provide policy advice to the government to help MSMEs during the pandemic. The results of the study show that the most crucial thing MSMEs must do is to understand what kind of CRM is needed. This will affect the choice of the most suitable type of CRM to run and how MSMEs are trying to run it. A balance between the three main elements in the CRM namely people, systems and processes, and technology, must be met. Therefore, the government can take a role both in the short and long term because of the importance of the role of MSMEs for the country's economy. In the short term, by providing training and mentoring support for MSMEs to go online. Meanwhile, for the long term, by providing support for technology infrastructure, product development, and distribution. In addition, the government can reflect on the Malaysian government, which makes MSMEs a part of politics.

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“…Konsumen dapat memiliki tingkat kepuasan yang tinggi bila perusahaan atau dalam hal ini bengkel resmi menjalankan CRM dengan baik dan optimal. Penelitian yang dilakukan oleh Ellena Nurfazria Handayani dan Edwin Yudha Pratama (2018) [20] yang berjudul "Pengaruh Manajemen Hubungan Pelanggan Terhadap Kepuasan Konsumen" yang merupakan penelitian jenis asosiatif dengan menggunakan pendekatan kuantitatif. Penelitian dilakukan di bengkel resmi mobil Nissan Radin Inten yang mengambil jumlah sampel sebanyak 120 responden.…”

Section: Pembahasanunclassified

Literature Review: Meningkatkan Kepuasan Pelanggan Di Bengkel Resmi Menggunakan Sistem Manajemen Pelanggan Elektronik

Octa

2019

Informatik : Jurnal Ilmu Komputer

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Kemajuan teknologi memberikan kemudahan di berbagai sektor, termasuk ke dalam sektor bisnis atau usaha. Bila dulu berkomunikasi dengan para pelanggan melalui saluran telepon atau mendatangi secara langsung dengan cara door to door. Kemajuan teknologi internet, memberikan terobosan terbaru khususnya dalam perkembangan Sistem Manajemen Pelanggan. Perusahaan dapat memanfaatkan teknologi internet untuk mendekatkan diri dengan pelanggan secara langsung selama 24 jam dalam 7 hari seminggu dengan cepat dan mudah melalui Sistem Manajemen Pelanggan secara Elektronik. Manajemen Pelanggan Elektronik bukan sekedar sebuah sistem yang dapat memudahkan pelaku bisnis dalam menganalisa kebutuhan ataupun melakukan interaksi langsung kepada pelanggannya, melainkan menjadi kunci penting bagi pelaku bisnis yang berorientasi kepada pelanggan untuk meningkatkan kepuasan para pelanggannya. Penelitian ini ditujukan untuk melakukan kajian terhadap literatur maupun hasil penelitian serta artikel yang berhubungan dengan penerapan Sistem Manajemen Pelanggan Elektronik atau dikenal dengan nama lain e-CRM yang diterapkan pada bengkel resmi. Hasil kajian yang berasal dari jurnal-jurnal yang berkaitan dengan e-CRM di bengkel resmi dilakukan analisis yang lebih dalam lagi.

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Pengaruh Manajemen Hubungan Pelanggan Terhadap Kepuasan Konsumen

Cited by 4 publications

References 0 publications

Repurchase Intentions in Focus: Unraveling Membership Programs, Omnichannel Strategies, and Digital Marketing Effects

Repurchase Intentions in Focus: Unraveling Membership Programs, Omnichannel Strategies, and Digital Marketing Effects

Manajemen Hubungan Pelanggan Bagi Usaha Mikro, Kecil, dan Menengah

Literature Review: Meningkatkan Kepuasan Pelanggan Di Bengkel Resmi Menggunakan Sistem Manajemen Pelanggan Elektronik

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