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"Indonesia telecommunication industry has grown rapidly. This growth has increased the competition level in telecommunication industry. indonesia has 3 type of telecommunication services which are fixed line, wireless cellular and lixcd wireless. This cellular telecommunication market has become the largest telecommunication industIy. ln today competition level, if the telecommunication operator want to have high profit, they should have precise marketing strategy. Customer Relationship Management (CRM) concept gives a method to improve customer loyalty by giving special service to those who are worth. Customer loyalty will give the company higher profit than customer acquisition. To make this C RM strategy effective, companies should evaluate their customer value betbre they implement CRM. The purpose of this research is to find the customer prolile who gives more contribution and higher loyalty to the company and segmenling the market using customer value so the company could target thc segment with CRM programs.This research is conducted to cellular telecommunication custotner in Jakarta. Bogor, Tangerang, and Bekasi. This research use one way ANOVA to evaluate the correlation of customer prolilc and the profit that customer gives to the company. In evaluate the customer value, l use lifetime value model which was developed by Hyunseok Hwang, Tacsoo Jung, and Euiho Suh, from Science and Technology University, South Korea, by ignoring the probability of future customer contribution change.This research shows that only customer age and customer workplace which give significant effect to customer contribution level or customer loyalty level. This research is also shows that cellular telecommunication customers in Jakarta. Tangerang. Bogor and Bekasi give low contribution to the cellular operator company, even though they have high loyalty level."

"Skripsi ini membahas penerapan konsep dan aktivitas Customer Relationship Management (CRM) dalam layanan rujukan di Perpustakaan Universitas Indonesia sebagai strategi meningkatkan kepuasaan pengguna. Penelitian ini bertujuan untuk mengidentifikasi penerapan CRM pada jasa layanan rujukan di Perpustakaan Universitas Indonesia dan memahami proses interaksi antara pustakawan rujukan dengan pengguna perpustakaan pada operasional jasa layanan rujukan dalam upaya memberikan kepuasan kepada pengguna melalui kerangka kerja CRM. Penelitian ini adalah penelitian kualitatif deskriptif dengan menggunakan metode studi kasus. Hasil penelitian menunjukkan bahwa layanan rujukan belum sepenuhnya memiliki komponen-komponen pelayanan dalam CRM. Penelitian ini menyarankan bahwa Layanan Rujukan Perpustakaan UI dapat memanfaatkan database anggota Perpustakaan UI sebagai sarana pengidentifikasian pengguna, melakukan seleksi terhadap pengguna melalui frekuensi kunjungan pengguna ke koleksi dan layanan perpustakaan lainnya, layanan rujukan Perpustakaan UI hendaknya memanfaatkan website perpustakaan dalam memberikan informasi terbaru mengenai koleksi yang disediakan, dan memenuhi komponen CRM yang tidak dimiliki.

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This thesis discusses the applicability of the concept and activities of Customer Relationship Management (CRM) on reference service at the University of Indonesia Library as a strategy to improve user satisfaction. This research aims to identify the implementation of CRM on reference service in the University of Indonesia Library and understand the interaction process between reference librarians with library users on reference services operational in an effort to provide satisfaction for the users through a CRM framework. This research was a descriptive qualitative research by using the case study method.

The results showed that the reference service has not been fully service components within CRM. This research suggests that UI Library reference services should utilize the UI Library members database as a means of identifying users, perform selection of the user through the user's visits to the collection frequency and other library services, UI Library Reference Service should utilize the library's website to provides updated information on the provided collection, and fulfill CRM components which is not possessed."

"Pengambilan keputusan dalam sebuah strategi adalah suatu usaha yang melibatkan banyak proses. Strategi adalah sususan tujuan dan sasaran dari organisasi dengan krangka waktu yang berisi apa yang perlu dicapai dan kapan mencapainya. Untuk pertimbangan pengembangan strategi yang dapat meraih klien & mempertahankan klien sebanyak-banyaknya adalah dengan pendekatan CRM (Customer relationship Management). Pada salah satu perusahaan jasa sertifikasi atau dapat disebut badan sertifikasi di Indonesia yang baru berdiri, menjadi tantangan bagaimana mengembangkan strategi yang dapat bersaing dengan para kompetitornya. Untuk itu perlu dilakukan evaluasi, analisis & pengembangan strategi berdasarkan nilai daya saing & database pelanggan, yang akan dianalisis untuk membantu penyusunan pengembangan strategi. Penelitian ini menggunakan metode AHP (Analytical Hierarchy Process) untuk membuat keputusan mengenai strategi yang akan dibuat.

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Decision-making in a strategy is an effort that involves many processes. Strategy is the arrangement of the goals and objectives of the organization with a frame that contains the time what needs to be accomplished and when to achieve it. For consideration of development strategies that can reach clients and retaining clients as much as possible is to approach CRM (Customer Relationship Management). At one of the company's services can be called a certification or certification bodies in Indonesia recently founded, a challenge of how to develop a strategy that can compete with its competitors. It is necessary for the evaluation, analysis and development strategy is based on the value of competitiveness and customer database, which will be analyzed to help shape the development of the strategy. This study uses AHP (Analytical Hierarchy Process) to make decisions concerning the strategy to be made."

"Pertumbuhan kinerja industri alas kaki yang positif dengan permintaan alas kaki domestik yang terus meningkat menjadi peluang besar bagi para usaha mengembangkan bisnisnya di bidang alas kaki, termasuk Usaha Mikro, Kecil, dan Menengah. Seiring dengan dorongan pemerintah terhadap digitalisasi UMKM, semakin bertambahnya UMKM alas kaki yang memasarkan produknya melalui e-commerce. Hal tersebut mengakibatkan peningkatan persaingan antar UMKM alas kaki di e-commerce dalam memenangkan kompetisi bisnis. Salah satu upaya dalam mempertahankan keuntungan jangka panjang berupa penerapan customer relationship management untuk meningkatkan loyalitas pelanggan. Oleh karena itu, penelitian ini bertujuan untuk mengidentifikasi karakteristik pelanggan melalui segmentasi pelanggan berdasarkan Customer Lifetime Value (CLV) dengan pendekatan model Length, Recency, Frequency, Monetary (LRFM) dan merumuskan serta menentukan strategi retensi pelanggan. Penelitian ini berfokus pada segmentasi pelanggan sepatu kulit sebagai volume produk terbesar dalam UMKM Alas Kaki tersebut. Pada tahap awal, metode K-Medoids clustering digunakan untuk mengelompokkan pelanggan dengan menggunakan model LRFM sehingga dapat menghitung CLV pada tiap segmen pelanggan. Tiap klaster tersebut dianalisis karakteristiknya berdasarkan model LRFM, CLV, dan pemetaan klaster pada Customer Value Matrix (CVM). Strategi retensi pelanggan dirumuskan dan ditentukan prioritasnya sesuai karakteristik klaster yang terbentuk menggunakan metode Complex Proportional Assessment (COPRAS). Penelitian ini menghasilkan 3 klaster pelanggan yang terbentuk dan 7 rekomendasi strategi peningkatan loyalitas pelanggan dengan tiga prioritas teratas pada tiap klaster.

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The positive performance growth of the footwear industry with the increasing demand for domestic footwear is a great opportunity for businesses to develop their business in footwear, including Micro, Small and Medium Enterprises. Along with the government's encouragement of the digitalization of MSMEs, more and more footwear MSMEs are marketing their products through e-commerce. This has resulted in increased competition among footwear MSMEs in e-commerce in winning business competitions. One of the efforts in maintaining long-term profits is the implementation of customer relationship management to increase customer loyalty. Therefore, this research aims to identify customer characteristics through customer segmentation based on Customer Lifetime Value (CLV) with the Length, Recency, Frequency, Monetary (LRFM) model approach and formulate also determine customer retention strategies. This research focuses on segmenting leather shoe customers as the largest volume of products in this company. In the initial stage, the K- Medoids clustering method is used to group customers using the LRFM model so as to calculate CLV in each customer segment. Each cluster is analyzed for characteristics based on the LRFM model, CLV, and cluster mapping on the Customer Value Matrix (CVM). Customer retention strategies are formulated and prioritized according to the characteristics of the clusters formed using the Complex Proportional Assessment (COPRAS) method. This research resulted in 3 customer clusters formed and 7 recommendations for strategies to increase customer loyalty with the top three priorities in each cluster."

"KakaoTalk merupakan sebuah aplikasi pesan instan yang sedang berusaha mempertahankan para penggunanya melalui kampanye program Plus Friend. Penelitian ini bertujuan untuk menganalisis pengaruh implementasi e-customer relationship management terhadap e-satisfaction dan e-loyalty pada pengguna KakaoTalk. Penelitian ini menggunakan pendekatan kuantitatif, dimana data dan informasi dikumpulkan melalui survei dengan alat bantu kuesioner dan juga studi kepustakaan. Analisis data yang digunakan dalam penelitian ini adalah analisis multivariat dengan menggunakan analisis jalur dan uji Sobel menggunakan SPSS. Hasil penelitian menunjukkan bahwa implementasi e-customer relationship management memiliki pengaruh yang kuat terhadap loyalitas (e-loyalty) melalui variabel kepuasan pelanggan (e-satisfaction).

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KakaoTalk is an instant messaging application which tried to maintain its users through Plus Friend program campaign. This research objective is to analyze the influence of e-customer relationship management implementation towards e-satisfaction and e-loyalty on KakaoTalk users. This research uses quantitative approach, which both data and information collected through survey using tools such as questionnaire and bibliographical studies as well. Data analysis used in this research is multivariat analysis using path analysis and Sobel test through SPSS. The results showed that e-customer relationship management implementation has significant impact towards e-loyalty through e-satisfaction."

"Relationship marketing and customer relationship management (CRM) can be jointly utilised to provide a clear roadmap to excellence in customer management: this is the first textbook to demonstrate how it can be done. Written by two acclaimed experts in the field, it shows how an holistic approach to managing relationships with customers and other key stakeholders leads to increased shareholder value. Taking a practical, step-by-step approach, the authors explain the principles of relationship marketing, apply them to the development of a CRM strategy and discuss key implementation issues. Its up-to-date coverage includes the latest developments in digital marketing and the use of social media. Topical examples and case studies from around the world connect theory with global practice, making this an ideal text for both students and practitioners keen to keep abreast of changes in this fast-moving field."

"Semakin ketatnya persaingan usaha dalam berbagai bidang industri menyebabkan para pelaku bisnis dihadapkan pada upaya pengambilan keputusan yang tepat. Di tengah persaingan bisnis saat ini, perusahaan-perusahaan besar mulai mengalihkan perhatian mereka dari sekedar mengembangkan produk unggul menjadi penciptaan layanan dan hubungan yang baik dengan pelanggannya. Hal ini dilakukan dengan suatu kesadaran bahwa hubungan dengan pelanggan sangatlah penting dalam menciptakan perkembangan dan keberlangsungan perusahaan. Penerapan Customer Relationship Management merupakan suatu upaya yang dilakukan oleh perusahaan demi mencapai tujuan tersebut, yakni menjaga loyalitas serta memperoleh pelanggan baru. Hal ini turut disadari oleh PT Java Musikindo yang merupakan salah satu perusahaan terbesar dalam bidang industri hiburan di Indonesia. Penerapan Customer Relationship Management (CRM) dianggap penting untuk dilakukan terutama pada zaman modernisasi saat ini, khususnya melalui media sosial. Permasalahan muncul terkait dengan cara dan keefektifan penerapan CRM melalui media sosial twitter yang dilakukan oleh perusahaan. Tujuan dari penelitian adalah untuk menganalisa kegiatan perusahaan dalam melakukan penerapan CRM melalui twitter. Penelitian ini bersifat kualitatif dengan melakukan studi kepustakaan dan analisa pada akun twitter PT Java Musikindo selama periode waktu yang telah ditentukan. Hasil penelitian yang dilakukan kemudian menunjukan bahwa pemanfaatan twitter untuk penerapan CRM dinilai sebagai suatu strategi yang efektif bagi keberlangsungan perusahaan.

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When it leads to the more high competitive business at the various fields of industry, the top management are faced to choose the right decision-making for the company. In the midst of today's competitive business, some of the large corporations began to turn their attention from merely developing superior products and services into the creation of a good relationship with its customers. It comes with an awareness that the relationship with the customer is essential in creating the development and sustainability of the company.

The implementation of customer relationship management is an effort made by the company in order to achieve these objectives, maintaining loyalty and acquire new customers. It is also recognized by PT Java Musikindo as one of the biggest companies for the entertainment industry in Indonesia. The application of customer relationship management (CRM) is really the important thing to do for today's era of modernization, especially through social media. The problem appears that related to how exactly the process itself and the effectiveness during the implementation of CRM through twitter as the social media which undertaken by the company.

The aim of the study was to analyze the activities of the company during the implementation of CRM through twitter. This is a qualitative research by conducting the literature study and the analysis of PT Java Musikindo twitter account during a specified period of time. At the final, results of this research showed that the use of twitter for the implementation of CRM is considered as a truly effective strategy for the company itself."

"Persaingan e-commerce untuk mendapatkan pelanggan membuat pelaku industri online memerlukan nilai unggul dan berbagai upaya untuk meningkatkan hubungan dengan pelanggan agar tercipta loyalitas terhadap e-commerce. Penelitian ini bertujuan meneliti customer relationship management terhadap competitive advantage dan customer loyalty sebagai variabel mediasi pada Shopee sebagai e-commerce dengan pengunjung terbanyak di Indonesia. Penelitian dilakukan dengan pendekatan kuantitatif dengan penyebaran kuesioner kepada 130 responden menggunakan teknik non-probability sampling berupa purposive dan dianalisis menggunakan SPSS dan SmartPLS. Hasil penelitian menunjukkan bahwa dimensi customer relationship management yaitu customer orientation memiliki pengaruh positif terhadap customer loyalty, sedangkan customer knowledge dan technology capabilities memiliki pengaruh negatif terhadap customer loyalty. Pada variabel competitive advantage ditemukan technology capabilities memiliki hubungan yang positif, sedangkan pada customer knowledge dan customer orientation ditemukan hubungan yang negatif. Ditemukan juga bahwa customer loyalty tidak memiliki pengaruh terhadap competitive advantage. Dan juga customer loyalty tidak memediasi hubungan antara customer relationship management dan competitive advantage.

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E-commerce competition to get customers means that online industry players need superior value and various efforts to improve relationships with customers to create loyalty to e-commerce. This research aims to examine customer relationship management regarding competitive advantage and customer loyalty as mediating variables in Shopee as the e-commerce with the most visitors in Indonesia. The research was carried out with a quantitative approach by distributing questionnaires to 130 respondents using a non-probability sampling technique in the form of purposive and analyzed using SPSS and SmartPLS. The results of the research show that the customer relationship management dimension, namely customer orientation, has a positive influence on customer loyalty, while customer knowledge and technology capabilities have a negative influence on customer loyalty. For the competitive advantage variable, technology capabilities were found to have a positive relationship, while for customer knowledge and customer orientation a negative relationship was found. It was also found that customer loyalty has no influence on competitive advantage. And also customer loyalty does not mediate the relationship between customer relationship management and competitive advantage."

"Pertumbuhan dan perkembangan dunia usaha sudah semakin meningkat. Hal ini ditambah lagi dengan dukungan teknologi dalam menyempunakan produk dan layanan kepada pelanggan perusahaan tersebut. Akibatnya adalah persaingan yang semakin ketat di dunia usaha sejenis dengan perusahaan. Sebagai solusinya, perusahaan harus mampu melaksanakan diferensiasi produk dan memantapkan kualitas pelayanan kepada pelanggan. Berdasarkan sistem Customer Relationship Management (CRM), perusahaan berupaya untuk mengatur dan mengorganisasi ribuan pelanggannya, serta mencoba untuk membuat sebuah system pelayanan yang tersistematis, terintegrasi dan praktis. Untuk PT Cyberindo Aditama, hal ini diterapkan dari mulai ujung tombak pelayanannya (dalam hal ini customer care) hingga divisi yang mendukung layanan mulai dari frontliner hingga ke back office.Tujuan dari penelitian ini adalah untuk melihat gambaran pelaksanaan sistem Customer Relationship Management (CRM) pada Divisi Customer Care CBN dan menganalisa sejauh mana penerapan sistem CRM ini mampu meningkatkan layanan pelanggan yang akhirnya bermuara pada peningkatan citra perusahaan di mata pelanggan.Penelitian ini bersifat deskriptif dengan menggunakan pendekatan kualitatif. Maksud deskriptif adalah karena peneliti berupaya memaparkan situasi kondisi faktual yang ada pada objek penelitian, Serta mengamati secara. langsung kondisi dan proses yang ada, dengan terjun langsung ke lapangan. Data yang diambil peneliti berupa kata-kata lisan maupun tertulis dari orang-orang yang terkait dengan sistem kerja CRM, kata-kata pakar mengenai konsep CRM serta kata-kata lisan dari pelanggan yang mengalami langsung proses penerapan sistem layanan pelanggan berbasiskan CRM ini. Sedangkan, kualitatif disini maksudnya adalah mendapatkan jawaban mendalam tentang apa yang dirasakan dan dipikirkan khalayak sasaran melalui wawancara rnendalam dengan responden dan didukung dengan studi kepustakaan atau literatur yang ada, bukan menggunakan uji statistik.Pada prinsipnya konsep pengembangan CRM adalah merupakan proses yang bertahap dan berkelanjutan dan terintegrasi dari suatu strategi, proses, dukungan sumber daya manusia dan teknologi dalam upaya melayani dan memberi kepuasan kepada pelanggan. Dengan demikian, keberhasilan penerapan CRM tergantung pada proses kerja unsur-unsur tersebut, terutama unsur strategi, proses dan manusianya.Manfaat customer care bagi perusahaan selain sebagai alat komunikasi antara perusahaan dan pelanggan, juga membantu pemuasalahan yang dialami pelanggan dengan memberi solusi, dan informasi bahkan bila terlalu rumit mencoba mengeskalasi masalah ke divisi yang terkait. Manfaat Iain dari customer care adalah sebagai pengumpul informasi tentang pelanggan yang nantinya bisa di gunakan perusahaan untuk memaksimalkan produk dan pelayanan pelanggan, serta meningkatkan nilai atau value ke pelanggan. Dengan menggunakan sistem terintegrasi seperti CRM, didapati adanya efektivitas dan efisiensi pelayanan Hal ini membuat pelanggan merasa puas dan dapat meningkatkan citra CBN di mata pelanggan.Hal ini tentu saja menjadi senjata untuk menghadapi kompetitor, disarankan adanya peningkatan terus terhadap pelayanan pelanggan ini dengan memaksimalkan sistem pelayanan pelanggan berbasis CRM ini.Keberhasilan penerapan CRM, perlu menjelajahi mind set dari setiap elemen dari perusahaan. Karenanya sosialisasi baik secara internal maupun eksternal akan membantu sempurnanya sistem ini. Penyempumaan sistem CRM senantiasa dilakukan mengingat kompleksitas permasalahan dan makin banyaknya pelanggan akan terus dihadapi dimasa mendatang. Kelengkapan dan kecanggihan teknologi yang mendukung sistem pelayanan pelanggan ini akan makin membuat citra perusahaan CBN makin meninggi.

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Growth and developing of business world have already more increased. It is also added with technology support in completing product and service for the customers. Its consequence is more tighten competition in a type of company. As its solution, the company should capable to conduct product differentiation and to stabilize service quality toward the customer. Based on Customer Relationship Management (CRM) system, the company tries to manage and organize their thousand customers, as well as trying to make a systematic, integrated and practical service system. For PT Cyberindo Aditama, it is implemented from the edge spear of its service (in this case customer care) until division which supporting service from frontliner up to back office.

The objective of this research is to see overview of implementation of Customer Relationship Management (CRM) system within Customer Care CBN Division and to analyze how far the implementation of this CRM system capable to increase customer service that finally ended into developing of company image in the point of view of customers.

This research is descriptive using qulitative approach. Descriptive means the researcher efforting to describe factual condition existing on the object research, as well as to observe directly the presence condition and process, by conducting directly on the field. Data taken by the researcher is in the form of oral and written words from related people under working system of CRM, the expert?s words concerning CRM concept and oral words from the customers who direct experienced implementation process of customer service system base on this CRM. Meanwhile, qualitative means getting deepen answer concerning what felt and thought by the peolple as the target through deepen interview using respondents and supported with Library Study and the available literature, not using statistic evaluation/test.

In principle CRM development concept is a stage process and sustainable and integrated from a strategy, process, human resources support and technoloy in the effort to serve and giving satisfaction toward the customers. Thus, success implementation of CRM depends on working process of those elements, especially strategy elements, process and the people.

The advantage of customer care of company is as communication equipment instead between company and customer, also to solve the problem experienced by customer by giving a solution and information even if it is too complicated trying to escalate the problem into related division. Another advantage of customer care is as collecting information on the customers who can be used in the fixture within company to maximize product and customer service, as well as to increase value for the customer. By using integrated system such as CRM, found the existing effectivity and effeciency of service. It makes the customer satisfaction and be able to increase CBN image in the point of view of customer."