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"ABSTRAKDi era globalisasi, persaingan antar perusahaan semakin ketat. PT Philips Indonesia berusaha untuk menjaga loyalitas pelanggannya dengan memanfaatkan inovasi tools marketing public relations yang unik dan menarik. Kasus ini dibahas dengan menggunakan konsep marketing public relations dan loyalitas pelanggan. Tools marketing public relations yang digunakan oleh PT PhIlips Indonesia ialah publikasi, identitas media, event, dan aktivitas pelayanan publik.Dari pembahasan, dapat disimpulkan bahwa tools marketing public relations yang dilakukan PT Philips Indonesia mampu membantu promosi dengan menambah informasi baru dan meningkatkan image yang positif bagi produk sehingga dapat membangun loyalitas pelanggan, yaitu pembelian kembali terhadap produk dan mereferensikannya kepada orang lain.

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ABSTRACTIn this globalization era, the competition between companies is getting stronger. PT Philips Indonesia tries to maintain the customers loyality by improving the the marketing public relations tools. This case study is reviewed by using marketing public relations and customer loyality concepts. The marketing public relations tools that have been applied by PT Philips Indonesia in this case study are publication, media identity, event, and public service.Based on discussion, it can be conclude that the marketing public relations tools that have beenused by PT Philips Indonesia are able to help their promotion by adding the new informationand inreasing the positive product image which build bustomer loyality, buy the product incontinuity and give reference to the other."

"Dalam pesaingan bisnis, berbagai cara digunakan oleh para penyedia jasa agar persaingannya bisa unggul dengan perusahaan yang lain. Salah satu cara agar bisa lebih unggu adalah dengan rneningkatkan hubungan dengan pelanggan, yaitu melayani segala kebutuhan pelanggan agar tercukupi. Perusahaan harus memikirkan cara untuk mempertahankan hubungan yang lebih jauh dengan pelanggannya dengan berbagai strategi yang memungkinkan. Penelitian ini mencoba untuk mengetahui pengaruh customer relations terhadap loyalitas konsumen untuk konsumen pengiriman paket di PT Pos Indonesia. Metodologi yang digunakan untuk skripsi ini adalah menggunakan metodologi mempermudah dalam pernghitungan hasil dari penelitian. Hasil dari penelitian ini membukikan bahwa terdapat pengaruh dari customer relations loyalitas konsumen.

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In business competition, varioues ways are used by service provider to become number one in competing with their competitors. One of them is improving their customer relationships by fulfilling the customer needs. Company should consider some ways to maintain relationships with the customer by using some possible strategies. This research attempts to determine the effect of customer relations for consumer loyalty in delivering package in PT Pos Indonesia. The results of this study is that there is an influence of customer relations for consumer loyalty."

"Ditengah persaingan perusahaan online to offline saat ini, perusahaan harus mencari cara yang dapat membantunya dalam upaya membangun hubungan baik serta mempertahankan pelanggannya. Salah satu cara yang digunakan dalam membantu upaya tersebut adalah dengan menerapkan Customer Relationship Management. Seiring dengan perkembangan teknologi yang kian pesat, kini kegiatan CRM juga dapat dilakukan oleh perusahaan melalui media sosial, salah satunya Twitter.Dalam penulisan ini, akan membahas mengenai apa saja kegiatan serta bagaimana pengaplikasian kegiatan CRM dalam Grab Indonesia. Adapun kegiatan serta pengaplikasian tersebut dilihat dari model praktik PR apa saja yang digunakan dan serta indikator relasi apa saja yang terjalin dalam kanal media sosial Twitternya. Pada pengaplikasian kegiatannya, Grab Indonesia menggunakan keseluruhan model praktik PR serta mampu menerapkan keenam indikator relasi dengan pelanggan dalam platform tersebut.

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In the midst of online to offline sales competitions, corporations should manage their ways to build good relationship and maintain customer loyalty. Customer Relationship Management (CRM) could be the way to achieve those goals. In the new media world, CRM can be used within the social media applications, for example in Twitter.

This paper will analyze what the activities and how the applications of CRM is being done in Grab Indonesias Twitter account. The activities and the applications of CRM in this platform will refer to the PR practice models and relation indicators. From this paper, it can be concluded that Grab Indonesia uses all of PR practice models and also uses all six relation indicators with its consumers on their media platform."

"Pandemi COVID-19 yang terjadi beberapa tahun belakangan memiliki dampak besar pada perubahan gaya hidup masyarakat dan mendorong berbagai perubahan di berbagai sektor bisnis, seperti pada bisnis restoran dimana mereka harus melakukan perubahan dalam pola operasi yang mungkin belum pernah diterapkan sebelumnya. Omah Ndelik merupakan salah satunya, bisnis restoran yang menggunakan strategi tempat makan privat dengan sistem pelayanan sendiri (self-service) sehingga meminimalisir kontak dengan orang selain. Namun, strategi tempat makan privat ternyata juga telah banyak diterapkan oleh restoran lain karena kecenderungan masyarakat di era pandemi ini yang menyukai restoran dengan tempat makan privat sehingga kompetitor Omah Ndelik pun semakin meluas. Oleh karena itu, Omah Ndelik harus memiliki strategi untuk mempertahankan pelanggan yang sudah ada karena hal tersebut akan jauh lebih efektif dan efisien daripada harus mencari pelanggan baru (Sitepu, 2015). Dalam Tugas Karya Akhir ini dirancang suatu program marketing public relations untuk membantu Omah Ndelik dalam meningkatkan kepuasan pelanggan yang berujung pada peningkatan loyalitas para pelanggan terhadap Omah Ndelik. Program ini bertajuk “Plant Your Well-Being with Omah Ndelik” dengan konsep utama mengajak serta mendorong pelanggan untuk bersama memupuk kesejahteraan yang dapat berujung pada kebahagiaan melalui kegiatan yang berdampak positif bagi pelanggan setiap kali datang ke Omah Ndelik. Target khalayak dari program ini berfokus pada masyarakat kelas menengah ke atas berumur 22-40 tahun di wilayah Jakarta Selatan sebagai targer primer dan Jabodetabek sebagai target sekunder yang menyukai melakukan kegiatan bersama orang terdekat, terbuka untuk mencoba atau melakukan sesuatu yang baru, memiliki ketertarikan dengan gaya hidup sehat, serta memiliki semangat untuk mengumpulkan sesuatu. Program “Plant Your Well-Being with Omah Ndelik” akan dilaksanakan selama tiga bulan (Juli - September 2022) dengan anggaran sebesar Rp20.507.000,00 yang terdiri dari beberapa kegiatan, antara lain aktivasi alamat surel dan newsletter, penguatan konten di Instagram, kegiatan microgreen, giveaway, reward stamp, referral codes, partnership dalam rangka donasi, serta penggunaan influencer marketing. Di akhir program, akan dilakukan evaluasi input, output, dan outcome untuk mengukur keberhasilan setiap kegiatan maupun program ini secara keseluruhan terhadap tujuan program yang telah ditentukan.

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The COVID-19 pandemic that has occurred in recent years has had a major impact on changing people's lifestyles and prompted various changes in various business sectors, such as in the restaurant business where they have to make changes in operating patterns that may not have been implemented before. Omah Ndelik is one of them, a restaurant business that uses a private dining strategy with a self-service system to minimize contact with other people. However, the strategy of private dining places has also been widely applied by other restaurants due to the tendency of people in this pandemic era that prefer restaurants with private places to eat, so Omah Ndelik's competitors are also expanding. Therefore, Omah Ndelik must have a strategy to retain existing customers because it will be much more effective and efficient than having to find new customers (Sitepu, 2015). In this Final Project, a marketing public relations program is designed to assist Omah Ndelik in increasing customer satisfaction which leads to an increasing number of Omah Ndelik's customer loyalty. This program is titled “Plant Your Well-Being with Omah Ndelik” with the main concept of inviting and encouraging customers to jointly cultivate prosperity that can lead to happiness through activities that have a positive impact on customers every time they come to Omah Ndelik. The target audience of this program focuses on the middle to upper-class people aged 22-40 years located in South Jakarta as the primary target and Jabodetabek as a secondary target who like to do activities with their closest people, open to trying or doing something new, have an interest in a healthy lifestyle, and have a passion for collecting things. The “Plant Your Well-Being with Omah Ndelik” program will be implemented for three months (July - September 2022) with a budget of Rp20.507.000,00 consisting of several activities, including activation of email addresses and newsletters, strengthening of content on Instagram, microgreen activities, giveaway, reward stamp, referral codes, partnership for donations, and the use of influencer marketing. At the end of the program, an evaluation of inputs, outputs, and outcomes will be carried out to measure the success of each activity and the program as a whole against the predetermined program objectives."

"Customer relations adalah bagian dari public relations yang berfokus pada upaya untuk menjalin hubungan baik dengan konsumen dan pelanggan. Meskipun setiap perusahaan berusaha memberikan pelayanan yang terbaik tetapi keluhan atau komplain dapat muncul dari karena adanya perbedaan antara apa yang diberikan oleh perusahaan dengan apa yang pelanggan harapkan untuk mereka terima. Keluhan yang tidak segera ditangani akan menyebabkan kepercayaan publik terhadap perusahaan menurun serta citra dan reputasi perusahaan perlahan lahan memburuk.Makalah ini membahas mengenai penerapan customer relations yang dilakukan oleh PT Telkomsel dalam menangani keluhan pelanggan serta upaya PT Telkomsel menanggulangi keluhan pelanggan. Data dalam makalah ini diperoleh dari studi pustaka dan hasilnya dipaparkan dalam bentuk uraian.Kesimpulan dari makalah ini adalah penerapan customer relations yang dilakukan oleh Telkomsel untuk menangani keluhan pelanggan terwujud dalam dibukanya saluran komunikasi yang selebar lebarnya sehingga pelanggan mudah untuk mengajukan komplain mereka langsung kepada perusahaan serta upaya Telkomsel menanggulangi keluhan pelanggan diwujudkan melalui klarifikasi dan kompensasi.

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Customer relations is a part of public relations that focus on efforts to maintain good relationships with customers. Although every company trying to provide the best service but complaints may arise because of the gap between what company gives and what customers want. Complaints that are not handled well will cause a decline of public trustworthy and the image and reputation of the company will slowly deteriorating.This paper explains about the application of customer relations by PT Telkomsel in complaint handling and the efforts of PT Telkomsel cope with customer complaints. Data in this paper was from the literature and the results are presented in narrative form.The conclusion of this paper is the application of customer relations by Telkomsel in complaint handling is manifested in opening communication channels as wide as possible so that the customer can complaint directly to the company as well as efforts to cope complaints are through clarification and compensation."

"Increased globalization and greater market transparency are making the issue of retaining customers more and more important in today's business environment Recent management trends are leading companies to focus their efforts on customer relationship management in order to achieve long-term business success. Customer Relationship Management is both an old and a new concept in the healthcare industry. Recent, change to this industry are driving company to move from product centric to customer-centric businesses. Many company need to develop new capability to sustain competitive advantage, which include formulating unique, direct relationship with the customer. By intergrating all business operation aspect, firm translated into strategy. Because today, customer are very important factor in companies management with their power to change their short and long term policies and strategies.Market forces are pushing the healthcare industry such as Pediasure milk formula to change business processes, reduce administration cost and work efficiently in the accurate way. The CRM strategy is aimed to help healthcare organization to understand the needs and habits of its member and provide better services to them in a more time efficient manner. Through maintain the customer database company have, they can effectively integrating the operational, marketing, sales and.other function, and with the help from the CRM system to make it easier for everyone inside the organization to work together and share the information. Customer database or information is the first step and foundation for any customer relationship management activity.A case study with qualitative approach was employed to examine the issues in recent marketing strategy. There is a number of reason to study this issues, (1) Customer data or information are the foundation for implementing CRM. (2) Marketing strategy are constructed from the variety of customer database the company had, in order to fit in with the customer needs, wants and requirement. (3) The process implementing CRM strategy to gain customer loyalty is difference form one to another. This study is focuses on the process CRM strategy to resist customer loyalty through customer database as marketing strategy. Based on those approaches, emphasis is put on how to maintain the customer database, structuring marketing strategy and process CRM to gain customer loyalty.Based on the result of the study, it may be concluded that, (I) The process from strategy CRM into customer loyalty connected all factors , lost only one will lead to failure. As an outline, process consist from customer data turning into knowledge and will match it with marketing strategy implemented. (2) Customer database is a factor that lead to successful of implementing CRM Through data processing firm will get knowledge about their target and segmenting customer to optirnalized their strategy and resources they have. (3) Transformation from customer database into smart action could be valued for competitive advantage, in this case marketing strategy structured from customer database.Based on the above conclusion, the following recommendation might be taken into consideration: (1) Integration between factors perhaps represent the best way to maximize resources they have but as firm to consider to prevent from over lapping factor that occurred, firm needs accuracy in technology and technique.But for consideration success not only lead only by technology, it rather by mind set lead it. (2) Although customer database customer are the foundation for CRM implementation, but only qualified data are needed to avoid data that will blured, infocused for firm or company to identified their customer. (3) Transformation data into marketing strategy flow inline with the first goal firm implemented these strategy."