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"[Perkembangan bisnis ritel yang begitu pesat telah memunculkan persaingan diantara masing-masing perusahaan ritel, khususnya ritel modern di Indonesia. Hal tersebut mengindikasikan persaingan yang semakin ketat diantara perusahaan. Penelitian ini bertujuan untuk mengetahui persepsi pelanggan terhadap aktivitas CRM, yang kemudian mempengaruhi loyalitas pelanggan. Penelitian ini membandingkan loyalitas pelanggan Carrefour terhadap Carrefour itu sendiri serta dua ritel pesaingnya yakni Hypermart dan Giant berdasarkan aktivitas CRM yang dilakukan oleh masing-masing ritel. Hasil pada penelitian ini menunjukkan bahwa Carrefour cukup berhasil memunculkan customer gratitude, namun sebaliknya Carrefour kurang berhasil dalam membangun behavioral loyalty pelanggannyadibandingkan dengan Hypermart dan Giant.

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Retail business development is so rapid has led to competition among the respective retail companies, especially modern retail in Indonesia. This indicates

the increasingly fierce competition among companies. This study aims to determine customer perception of CRM activity, which then affects customer loyalty. This study compares the Carrefour customer loyalty based CRM activities carried out by Carrefour with two retail rival Hypermart and Giant. Results have shown that Carrefour quite managed to bring customer gratitude, but instead

Carrefour less successful in building customer loyalty behavioral compared to Hypermart and Giant.;Retail business development is so rapid has led to competition among the respective retail companies, especially modern retail in Indonesia. This indicates the increasingly fierce competition among companies. This study aims to

determine customer perception of CRM activity, which then affects customer loyalty. This study compares the Carrefour customer loyalty based CRM activities carried out by Carrefour with two retail rival Hypermart and Giant. Results have shown that Carrefour quite managed to bring customer gratitude, but instead Carrefour less successful in building customer loyalty behavioral compared to Hypermart and Giant., Retail business development is so rapid has led to competition among the

respective retail companies, especially modern retail in Indonesia. This indicates

the increasingly fierce competition among companies. This study aims to

determine customer perception of CRM activity, which then affects customer

loyalty. This study compares the Carrefour customer loyalty based CRM activities

carried out by Carrefour with two retail rival Hypermart and Giant. Results have

shown that Carrefour quite managed to bring customer gratitude, but instead

Carrefour less successful in building customer loyalty behavioral compared to

Hypermart and Giant.]"

"Penelitian ini bertujuan untuk menganalisis dampak Pemasaran Relasional terhadap Loyalitas Pelanggan. Jenis Penelitian ini adalah penelitian kuantitatif dengan desain penelitian causal. Untuk menganalisis dampak dari pemasaran relasional terhadap loyalitas pelanggan digunakan Analisis regresi berganda yang bertujuan untuk menguji kelima konstruk utama (trust, commitment, bonding, communication dan satisfaction) terhadap loyalitas pelanggan. Hasil penelitian menunjukan bahwa secara simultan kelima variabel tersebut berpengaruh terhadap customer loyalty, dan secara parsial dari kelima variabel (trust, commitment, bonding, communication dan satisfaction) ada empat variabel yang berpengaruh terhadap loyalitas pelanggan, yaitu trust, commitment, bonding, dan satisfaction.

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The purpose of this study is to examine the Influence of Relationship Marketing on Customer Loyalty. This research is quantitative research with causal research design. Multiple regression analysis assessed the impact on relationship marketing of five key constructs (trust, commitment, bonding, communication and satisfaction) on customer loyalty. The results showed that all five variables (trust, commitment, bonding, communication and satisfaction) simultaneously affected customer loyalty, and partially of these five variables (trust, commitment, bonding, communication and satisfaction) there are four variables (trust, commitment, bonding, and satisfaction) affected customer loyalty."

"The leading introductory book on data mining, fully updated and revised! When Berry and Linoff wrote the first edition of Data Mining Techniques in the late 1990s, data mining was just starting to move out of the lab and into the office and has since grown to become an indispensable tool of modern business. This new edition-more than 50% new and revised- is a significant update from the previous one, and shows you how to harness the newest data mining methods and techniques to solve common business problems"

"ACS recognizes that there is a need to improve their level of service and customer satisfaction overall in the company. This study discusses the various developments in the business climate that warrants a change and adoption of an appropriate strategy that has a Relationship Focus.Customers in a business to business (B2B) environment are becoming more demanding and the transaction approach with them will not suffice. They believe in partnerships and a company that does not only provide basic services but also, be part of their business solution. As such, ACS embarked on a form of Relationship Marketing Strategy that emphasizes Market Orientation, Customer Partnerships, Creating Value and Integrated Marketing.This strategy also emphasizes the need for long term customer relationship, two-way flow of communication always; economies of scope not only scale which is the depth and breadth of relationships, adaptive strategies and marketing productivity. Another aspect of this is representation of Relationship Marketing as the coming together of Quality, Marketing and Customer Service.ACS itself has demonstrated most aspects of the Relationship Marketing perspectives as covered in this study. These are real life applications with data to represent its success. To support this further, this study undertakes to conduct a Customer Satisfaction Survey to gauge its success with the dimensions of Service Quality - SERVQUAL. These dimensions include Tangibles, Reliability, Responsiveness, Assurance and Empathy, which is related to ten elements of Service Quality that ACS already adopts. Multiple Regression Analysis and Descriptive Statistics would be employed.This study will also bring some perspectives of the results of the survey as well as some suggestions for the future and the way ahead. The overall information will indeed be useful for all parties as we convert the data to information, information to fact, fact to knowledge and in the end some areas that all can work on for future improvements. This perhaps confirms that Relationship Marketing will continue to be an effective strategy for ACS."

"Call Center merupakan salah satu titik kontak antara Bank dengan pelanggannya. Penerapan Customer Relationship Marketing pada call center merupakan sebuah hal yang tidak dapat dipungkiri keberadaannya. Jika di masa lalu call center lebih dikenal merupakan operator telepon, maka pada studi ini ingin melihat peranan call center terhadap ekuitas merek perusahaan. Bank Mandiri memiliki call center yang beroperasi 7/24 dengan nama Mandiri Call. Penerapan customer relationship marketing telah dilakukan sejak terbentuknya call center dan diselaraskan penerapannya secara Organisasi.Karya akhir ini menunjukkan adanya pengaruh positif penerapan customer relationship marketing Mandiri Call terhadap brand equity Mandiri melalui peningkatan customer satisfaction Mandiri, customer rentention Mandiri, dan customer equity Mandiri.

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Call Center is a point of contact within Bank and the customer. Implementation of Customer Relationship Marketing in call center is an important matters nowadays. In the past, call center known as a telephone operator. In this research we elaborate more the role of call center to the company's Brand Equity. Mandiri Call is a call center that operate 24/7 by Bank Mandiri. The implementation of Customer Relationship Marketing has been done since the establishment of call center and allign them with Organization vision.This Thesis shows the positive impact of Customer Relationship Marketing to Brand Equity through the improvement of Customer Satisfaction Mandiri, Customer Rentention Mandiri, and Customer Equity Mandiri."

"This paper focuses on Garuda Indonesia, in broadening its business position to be a leading airline representing Indonesia's culture and tourism industry during a pandemic, which led Garuda to maintain its brand relevancy by developing a campaign called “BecauseYouMatter” by collaborating with local influencers. Past research shows trust is the key to maintaining relationships with consumers during a crisis. This research paper aims to see the impact of influencer marketing in Garuda Indonesia’s Travel Campaign in maintaining brand relevance, building consumer relationships, and gaining back trust during the COVID-19 pandemic. The data are collected through observing and analyzing content from the influencers who are conducting the campaign, as well as media outlets related to the campaign. The main findings centered on the diversity of influencers who were used to assess a more widespread engagement throughout the campaign through the use of varied social media platforms to connect users. The internal effort from Garuda Indonesia in creating a mini live talk-show program, hosted by Garuda Indonesia’s CEO, along with local influencers to share their experiences flying with Garuda Indonesia. Therefore, these efforts have shown how Garuda Indonesia came forth as a leader in broadening its relevance through the use of influencer relationships with its key audiences.

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Karya tulis ini berfokus pada Garuda Indonesia dalam memperluas bisnisnya untuk menjadi maskapai terkemuka yang mewakili industri budaya dan pariwisata Indonesia selama pandemi. Untuk mempertahankan relevansi bisnisnya terhadap publik, Garuda Indonesia mengembangkan kampanye yang disebut “BecauseYouMatter” yang berkolaborasi dengan beberapa influencer lokal Indonesia. Karya tulis ini bertujuan untuk melihat dampak influencer marketing dalam mempromosikan kampanye Garuda Indonesia dalam menjaga relevansi brand, membangun hubungan dan meningkatkan kepercayaan konsumen selama pandemi COVID-19. Data dikumpulkan melalui observasi dan analisis konten dari influencer yang melakukan kampanye, serta outlet media yang terkait dengan kampanye. Temuan utama berpusat pada beragam influencer yang digunakan untuk memperluas dan menghubungkan informasi kampanye kepada publk, dan upaya internal Garuda Indoensia dalam membuat program mini live talkshow yang dibawakan oleh CEO dari Garuda Indonesia, mengundang influencer lokal untuk berbagi pengalaman terbang bersama Garuda Indonesia. Dengan itu, upaya ini menunjukan bagaimana Garuda Indonesia tampil sebagai pemimpin dalam memperluas relevansinya melalui penggunaan hubungan influencer dengan publik."

"Dalam pasar yang sangat kompetitif di dunia perumah sakitan saat ini, diperlukanstrategi pemasaran yang lebih memfokuskan sasaran kegiatannya pada hubungan yangbersifat partnership. Penerapan customer relationship marketing bertujuan menemukanlifetime value LTV dari pelanggan dan lebih meningkatkan efisiensi operasional.Tujuan dari tesis ini adalah untuk mengetahui peran customer care terhadap customerrelationship marketing pasien perusahaan maupun asuransi IKS RS Risa Sentra MedikaMataram. Identifikasi dan evaluasi strategi pemasaran ini dilakukan dengan pendekatansistem. Jenis penelitian ini adalah penelitian deskriptif kualitatif.Hasil penelitian inimenemukan bahwa telah dilakukan upaya customer relationship marketing melaluikegiatan customer care, belum berlangsung secara optimal. Dalam hal tersebut, dapatterlihat dari kinerja sumber daya manusia, struktur organisasi, anggaran, sarana yangmendukung kegiatan customer care yang belum sesuai standar. Dalam pelaksanaancustomer relationship marketing menerapkan 4 konsep yaitu developing trust membangun kepercayaan, bonding commitment membangun komitmen, communication komunikasi dan conflict handling penanganan konflik, upaya-upayatersebut telah dilakukan walaupun belum memenuhi target. Maka diperlukan komitmendari semua pihak dalam organisasi, dari mulai direksi sampai ke tingkat pelaksana, danjuga kerjasama yang sinergis dari pihak intern perusahaan dan juga pihak luar.In today 39 s highly competitive market in hospitals, marketing strategies are needed thatfocus more on the objectives of their activities on partnership relationships. Theimplementation of customer relationship marketing aims to find the lifetime value LTV of customers and further improve operational efficiency. The purpose of thisthesis is to know the role of customer care to customer relationship marketing of patientcompanies and insurance IKS RS Risa Sentra Medika Mataram. The identification andevaluation of this marketing strategy is done by system approach. The type of thisresearch is qualitative descriptive research.

The results of this study found that has beendone customer relationship marketing efforts through customer care activities, has notbeen optimal. In that case, can be seen from the performance of human resources,organizational structure, budget, facilities that support customer care activities that arenot according to standards. In the implementation of customer relationship marketingapply 4 concepts that are developing trust, bonding commitment, communication andconflict handling, these efforts have been done even though they have not met thetarget. It requires commitment from all parties in the organization, from the board ofdirectors to the executor level, as well as synergistic cooperation from the internalcompany and also outside parties."