scholarly journals Bauran Pemasaran, Manajemen Hubungan Pelanggan dalam Menciptakan Loyalitas Konsumen

The Winners ◽  
2010 ◽  
Vol 11 (1) ◽  
pp. 34
Author(s):  
Dian Tauriana ◽  
Andhika Andhika
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Marketing Mix ◽  
Customer Relationship ◽  
Consumer Loyalty ◽  
Core Concept ◽  
Business World ◽  
The Core ◽  
Advanced Development

The more advanced development of the business world led to the emergence of an increasingly tight competition, which challenge must be faced by PT Serafim Tours and Travel by conducting strategic steps. Maintaining the viability of the company can be achieved by gaining consumer loyalty. To achieve such loyalty is to utilize existing marketing concepts, namely the marketing mix and Customer Relationship Management (CRM). It is important to understand consumers' needs very well (fast and accurate). Through the concept of marketing mix, to think about how your product or service is packaged, giving a brand, having characteristics, level of prices offered, level of discount given, how the products or services are distributed and the latter, through what media service the product will be known. The presence of the CRM will be able to cope with consumer demand since the aim of CRM is to get the core concept of customer that is not obvious and put it in terms of company applications framework. This paper reviews the theory and implementation of marketing mix and CRM and its influence on customer loyalty by using path analysis.

scholarly journals PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP PRODUCT KNOWLEDGE DAN LOYALTY INTENTION PADA NASABAH PT. BANK BNI SYARIAH CABANG MATARAM

2019 ◽  
Vol 8 (3) ◽  
Author(s):  
Magma Zulfiqar Ismail ◽  
Sulhaini Sulhaini ◽  
Handry Sudiartha Athar
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Product Knowledge ◽  
Consumer Loyalty ◽  
Bank Branch ◽  
Loyalty Intention

This study aims to determine the effect of Customer Relationship Management on Product Knowledge and Customer Loyalty Intention PT. Bank BNI Syariah Mataram Branch. And to find out the effect of Product Knowledge on Customer Loyalty Intention, PT. Bank BNI Syariah Mataram Branch. The type of research used is causality with a non purposive sampling technique. The population in this study is the customer of PT. Bank BNI Syariah Mataram Branch in the past year amounted to 100 respondents with data collection techniques using questionnaires. Data analysis uses path analysis with the help of Structural Equation Modeling (SEM) with AMOS Software.The results of the study show that; Customers Relationship Management (CRM) has a positive and significant effect on Product Knowledge at the BNI BNI Syariah Bank Branch. Product Knowledge has a positive and significant influence on consumer Loyalty Intention at the BNI BNI Syariah Bank Branch. Customers Relationship Management (CRM) has a positive and significant influence on consumer Loyalty Intention at the BNI BNI Syariah Bank Branch.Keywords : Customers Relationship Management (CRM), Product Knowledge dan Loyalty Intention

scholarly journals Analisis Implementasi Customer Relationship Management dan Marketing Public Relations terhadap Nilai Pelanggan dan Dampaknya terhadap Loyalitas Pelanggan: Studi Kasus Grand Tropic Suites’ Hotel

2012 ◽  
Vol 3 (1) ◽  
pp. 513
Author(s):  
Natalia Natalia ◽  
Cooky Tri Adhikara ◽  
Shirley Agusthina
Keyword(s):  
Public Relations ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Management Program ◽  
Customer Relationship ◽  
Business World ◽  
Customer's Loyalty ◽  
The Impact

The impact of the globalization resulted in the business world being colored by the increase of high competition. Because of that the perpetrators of the business must continue to maintain the continuity of his business and to try to look for the opportunity by making use of the superiority that was owned. One of the methods that could be followed was constructive the customer's loyalty by maintaining the available customer so as they were loyal and did not move to the other competitor. Therefore, it is important for the company to create the value of the superior for the customers. The case study was about Customer Relationship Management program (CRM) and Marketing Public Relations (MPR) that was carried out by Grand Tropic Suites’ Hotel to create the value of the superior of the customers where being expected with this superior value to be able to affect the customer to loyal to the Hotel. The aim of this research was to analyze the implementation of Customer Relationship Management programs (CRM) and Marketing Public Relations (MPR) towards the Perceived Value and it impact towards Customer Loyalty.

Customer relationship management

2016 ◽  
Vol 34 (3) ◽  
pp. 388-410 ◽  
Author(s):  
Suhail Ahmad Bhat ◽  
Mushtaq Ahmad Darzi
Keyword(s):  
Factor Analysis ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Retail Banking ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Customer Knowledge ◽  
Content Type

Purpose – The purpose of this paper is to develop a comprehensive integrated model which helps in explaining the impact of Customer Relationship Management (CRM) dimensions (complaint resolution, customer knowledge, customer empowerment and customer orientation) on customer loyalty and competitive advantage of a bank. The study also explores the mediating role of customer loyalty in the relationship between CRM and competitive advantage in retail banking. Design/methodology/approach – The research is based on a theoretical model which consists of four CRM dimensions and two exogenous variables. These have been used for establishing the hypotheses to analyze relationships between the variables constituting the CRM model. The data have been collected from 278 customers of a private bank. The data were analyzed using structural equation modeling (SEM). The scale was developed and purified through factor analysis (exploratory and confirmatory factor analysis). SEM was then used to examine the causal relationships and “model fit” of the proposed model. Findings – The results provide evidence that the four CRM dimensions have a positive effect on customer loyalty and competitive advantage of the bank. Among the CRM dimensions, customer knowledge is most influential of all the dimensions. Furthermore, customer loyalty acts as the mediator in the CRM model between CRM and competitive advantage. Research limitations/implications – Since, the study involved a single bank and therefore the results should be generalized cautiously. Only four CRM variables were included in the study; additional variables can be introduced in further studies involving different contexts. Practical implications – The study highlights and supports the need for mangers to devote additional resources toward developing a better CRM system. Therefore, mangers need to think beyond the technological aspects and should focus on these four dimensions, especially customer knowledge, to enhance the loyalty and competitiveness. Originality/value – The paper investigated hitherto unexplored relationships between customer-centric CRM dimensions instrumental in providing competitive advantage to a bank through mediational analysis. Thus, it contributes to the information on the implementation of CRM practices valuable for banking sector.

The Customer Relationship Management as an Element of the Acceleration of Society Evolution

2014 ◽  
pp. 562-577
Author(s):  
Lova Mirella Rakotomalala Ramandimbiarison
Keyword(s):  
Information Technology ◽  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Traditional Culture ◽  
Research Field ◽  
Customer Relationship ◽  
Societal Change ◽  
Technology And Communication

Globalization and the rapid advance of information technology and communication have led to the emergence of new trends like postmodernity and hypermodernity. Madagascar, a future emerging economy, chosen as the research field, has not been immune to these phenomena. It is integrated into the global cultural system, although it is known for its specific traditional culture. Therefore, this work has demonstrated how the chosen tool of relationship marketing, which is Customer Relationship Management (CRM), can be an element of accelerated societal change and how CRM can cause changes in the Malagasy culture. The research presented in this chapter examines the four major roles of CRM as used in Madagascar to determine whether it is suitable for Malagasy consumers. This study may help service marketers of international companies in using new marketing tools as innovative means in emerging economies and increase their customer loyalty.

The Customer Relationship Management as an Element of the Acceleration of Society Evolution

2013 ◽  
pp. 221-236
Author(s):  
Lova Mirella Rakotomalala Ramandimbiarison
Keyword(s):  
Information Technology ◽  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Traditional Culture ◽  
Research Field ◽  
Customer Relationship ◽  
Societal Change ◽  
Technology And Communication

Globalization and the rapid advance of information technology and communication have led to the emergence of new trends like postmodernity and hypermodernity. Madagascar, a future emerging economy, chosen as the research field, has not been immune to these phenomena. It is integrated into the global cultural system, although it is known for its specific traditional culture. Therefore, this work has demonstrated how the chosen tool of relationship marketing, which is Customer Relationship Management (CRM), can be an element of accelerated societal change and how CRM can cause changes in the Malagasy culture. The research presented in this chapter examines the four major roles of CRM as used in Madagascar to determine whether it is suitable for Malagasy consumers. This study may help service marketers of international companies in using new marketing tools as innovative means in emerging economies and increase their customer loyalty.

Social Media

2014 ◽  
Vol 5 (3) ◽  
pp. 1-15 ◽  
Author(s):  
Ashok Kumar Wahi ◽  
Yajulu Medury ◽  
Rajnish Kumar Misra
Keyword(s):  
Social Media ◽  
Web 2.0 ◽  
Social Networking ◽  
Customer Relationship Management ◽  
Online Communities ◽  
Relationship Management ◽  
Customer Relationship ◽  
Enterprise 2.0 ◽  
The Core ◽  
Crm 2.0

The purpose of this paper is to provide an understanding of the Web 2.0 phenomenon and social media and its implications on customer relationship management, in order to learn that online communities and social networking are at the core of the enterprise of future or Enterprise 2.0. A range of published articles and books regarding Web 2.0, Enterprise 2.0, CRM 2.0 and social networking are examined and critiqued. A model is proposed to establish the association between Enterprise 2.0 and Information Technology from the perspective of social media. The sources are divided into three basic elements: Web 2.0, Online Social Networking websites and CRM 2.0. If Enterprise 2.0 is the enterprise of future then Social Media is the future of enterprise. Customer engagement and customer value proposition form the core of Enterprise 2.0 and online communities and social media form the corresponding core for knowledge creation and integration of Enterprise 2.0. Social media should affect customer relationship management in organizations. In the knowledge society of the future extended enterprises will become the basis of business rather than the competitive strength of individual enterprises and therefore the need to proactively prepare for it.

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