| dc.contributor.advisor | NURNISYA, FRIZKY YULIANTI | |
| dc.contributor.author | FITRA M., RISANDI | |
| dc.date.accessioned | 2018-01-03T01:59:02Z | |
| dc.date.available | 2018-01-03T01:59:02Z | |
| dc.date.issued | 2017-12-18 | |
| dc.identifier.uri | http://repository.umy.ac.id/handle/123456789/16491 | |
| dc.description | Daftar Kepustakaan: 20 buku + 5 jurnal + 5 Sumber Internet + 2 Skripsi
Jumlah industri fashion yang semakin banyak, membuat pasar semakin
sempit, sehingga persaingan semakin ketat. Oleh karena itu, perusahaan harus
menggunakan strategi untuk memcnangkan dan bertahan di dalam persaingan.
\llelalui penelitian ini, penulis mcnganalisa pelaksanaan strategi
relations management di Gotosovie dalam mempertahankan
pelanggannya. Metode yang digunakan dalam penelitian ini adalah
customer
loyalitas
deskriptif
kualitatif. Metode pengumpulan data yang dilakukan melalui wawancara, studi
kasus dan dokumentasi. Bcrdasarkan basil penelitian, pelaksanaan strategi
customer relations management telah berjalan dengan cukup baik, Stratcgi
customer relations yang digunakan oleh Gotosovie dalam mempertahankan
loyalitas pclanggan adalah dengan mcmbe1ikan komunikasi after selling pada
pelanggan, memeningkatkan mutu produk, menanggapi keluhan dengan tindak
lanjut yang baik (complain handling), serta mcncrapkan program CRM yang
bcrupa promosi penjualan, Charity Event, melibatkan pelanggan dalam event
komunitasnya dan pembcrian rev.:ard kepada pelanggan. Namun, Strategi CRM
yang dijalankan masih kurang lengkap karena kurang cfektifnya evaluasi yang
dilakukan perusahaan. Evaluasi yang berjalan di Gotosovie belum kompleks,
sehingga perusahaan belum bisa maksimal dalam meningkatkan mutu pelayanan
kedep | en_US |
| dc.description.abstract | Library List: 20 books+ 5 journal+ 5 Internet Sources+ 2 Thesis
The number of increasingly increasing fashion industry, making the
market increasingly narrow, so the competition is getting tighter. Therefore,
companies must use strategies to win and survive in the competition. Through this
research, the authors analyze the implementation of customer relations
management strategy in Gotosovie in maintaining customer loyalty. The method
used in this research is descriptive qualitative. Methods of data collection
conducted through interviews, case studies and documentation. Based on the
results of the research, the implementation of customer relationship management
strategy has been running quite well, Customer relations strategy used by
Gotosovie in maintaining customer loyalty is to provide after selling
communication to customers, improve product quality, respond to complaints
with good follow-up (complain handling) , as well as implementing CR..t\1
program in the fonn of sales promotion, Charity Event, involving customers in
community event and giving rewards to customers. However, the CRM strategy
that is run is still not complete because of the lack of effective evaluation
conducted by the company. Evaluation that runs on Gotosovie has not been
complex, so the company can not maximally in improving the quality of service | en_US |
| dc.publisher | FISIP UMY | en_US |
| dc.subject | Kunci : Strategi, Customer Relations, Loyalitas Pelanggan | en_US |
| dc.title | STRATEGI CRM GOTOSOVIE DALAM MEMPERTAHANKAN LOYALITAS PELANGGAN GOTOSOVIE TAHUN 2016-2017 | en_US |
| dc.title.alternative | (STUDI DESKRIPTIF KUALITATIF TENTANG KEGIATAN CUSTOMER RELATIONS MANAGEMENT DALAM RANGKA MENCAPAI LOYALITAS PELANGGAN GOTOSOVIE TAHUN 2016-2017) | en_US |
| dc.type | Thesis
SKR
715 | en_US |
