Customer Relationship Management dalam Praktik Public Relations Jajak Pendapat(Jakpat) :(studi kasus Penerapan Public Relations Management Jakpat

Riadji Ramadhan , Adam Wijoyo Sukarno

2016 | Skripsi | Ilmu Komunikasi

ABSTRACT This research background is assosiated with presence of internet which has changed company business activity. Business activity used to be conducted face to face but now by using internet, company could do some business activity with out physical meeting, for example; interaction with costumers, ordering goods for production and transaction. Space and time are no longer limit company to interact with costumers or any business partner and as a result company could attain efficiency and effectiveness. Jakpat, as market research company based on application, also use intenet in business activity. In Indonesia there are two market research company, which are Nusaresearch from Japan and Jakpat from Indonesia. Jakpat as a start up company has been successful developing their business. It is showed by large number of company that Jakpat handle as costumers. Jakpat’s costumers are company from national or multi national company and individual that most of them are college students. All activity that is related to costumers accomplished with internet. Based on that explanation, this research is held to discover how Jakpat’s customer relationship management is applied. The research’s objective is to discover Jakpat’s customer relationship management and analyse it. Then for the research’s object are public relations program and activity which are related to customer relationship management. The research method uses case study with qualitative approach. Deep interview, observation and documentation are used to obtaining data research. The result of research explain about various findings and customer relationship management analyses. The analyses explain about five stage of customer relationship management. There are customer portfolio analyses, costumer intimation, network development, proportion value development and customer live circle management. Generally the result shows that Jakpat has been able to apply customer relationship management. However, there is an issue in network development which is relationship between Jakpat and responden as data research provider. It is adviced that Jakpat fix the issue to avoid a serius problem which could interfer customer relationship management aplication. Key words: E-Business, public relations activity, customer relationship management.

Kata Kunci : Public Relations