Memaksimalkan Potensi Crm: Panduan Praktis Untuk Meningkatkan Kinerja Bisnis

Authors

  • Riha Fitria Ardelia Universitas 17 Agustus 1945 Surabaya
  • Adelia Eka Putri Universitas 17 Agustus 1945 Surabaya
  • Shivva Amalia Khoiralla Universitas 17 Agustus 1945 Surabaya
  • I.G.N. Andhika Mahendra Universitas 17 Agustus 1945 Surabaya

DOI:

https://doi.org/10.61132/jumbidter.v1i3.208

Keywords:

Customer Relationship Management (CRM), customer satisfaction, company performance

Abstract

In an increasingly competitive business environment, Customer Relationship Management (CRM) is a strategic key for companies in maintaining customer satisfaction and improving performance. This article aims to investigate the influence of CRM on customer satisfaction and company performance to improve business performance. A qualitative approach is used to explore the complex interactions between Customer Relationship Management, customer satisfaction, and company performance from an in-depth perspective. Meanwhile, the literature study method is used to analyze various theories, models and related research findings. This research aims to evaluate the impact of Customer Relationship Management on customer satisfaction and company performance, providing a better understanding of how effective implementation of Customer Relationship Management can strengthen long-term relationships with customers and improve a company's overall business performance.

 

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References

Chadiq, Umar. "Customer Relationship Management (CRM): Pilihan Strategi untuk Meraih Keunggulan Bersaing." Dharma Ekonomi 18.33 (2015).

I. G. N. A. Mahendra, I. G. N. A. Maruta, & A. Maduwinarti (2023), “Customer Relationship Management and Utilization of Digital Marketing Media as a Strategy for Increasing the Marketing Performance of MSMEs (Micro, Small and Medium Enterprises)”, J.L, vol. 1, no. 01, pp. 103–114.

Indah, Dewi Purnama. "Analisa pengaruh customer relationship management terhadap keunggulan bersaing dan kinerja perusahaan." Business Accounting Review 1.2 (2013): 50-60.

Solechan, A., & Kusumo, H. (2022). Strategi e-CRM Untuk Meningkatkan Kepuasan Konsumen: Sebuah Literatur Review. Dinamika: Jurnal Manajemen Sosial Ekonomi, 2(1), 64-74.

Wijaya, H. D. (2024). Pengaruh Customer Relationship Management (CRM) terhadap Kepuasan Pelanggan dan Kinerja Perusahaan. EKOMA: Jurnal Ekonomi, Manajemen, Akuntansi, 3(3), 1279-1289.

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Published

2024-06-28