Strategi Customer Relationship Management dalam Meningkatkan Kepercayaan Pelanggan:(Studi Deskriptif Strategi Customer Relationship Management PT. Bank Perkreditan Rakyat(BPR) Bank Surya Yudhakencana

Nur Afidah, I Gusti Ngurah Putra

2015 | Skripsi | Ilmu Komunikasi

ABSTRACT Should a company maintain a good relationship with its customers. Similarly, for treating and treat customers well, it takes the right way so that the customers who have put their faith in the company will be maintained his loyalty. The company needed a customer relationship management in implementing strategies to care for and maintain customers. Customer Relationship Management is a type of management that specifically discusses the theory about the handling of the relationship between the company and its customers, with the aim to increase the company's value in the eyes of its customers. Customer Relationship Management is a business strategy that integrates the core in the process and the internal functions with all the external network to create and realize value for the target profitable customers. Customer trust is a guideline for companies to see the important what is expected and required by the customer. Besides increasing customer confidence on whether or not the company is determined on how the company treat customers. There are at least five stages used by the company in implementing a CRM strategy, the customer portfolio analysis, customer intimacy, network development, value proposition development and manage the customer life cycle includes the processes and structures. In a case study of this kind of research, data collection techniques of this study using in-depth interviews of informants who have been determined. In addition, the researchers also obtained data through the study of literature, documents and the Internet. The results of this study indicate if there is a positive influence between strategy Customer Relationship Management with the customer's trust. However, if one of the stages of the implementation of a CRM strategy is not executed, then the result will have an impact on the company itself. Its implementation will be not optimal. Keywords: strategy, Customer Relationship Management, Customer Trust

Kata Kunci : Perbankan