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Analysis Web-Based Customer Relationship Management Strategy at PT ABC Surabaya

Turisnol, Alfred (2020) Analysis Web-Based Customer Relationship Management Strategy at PT ABC Surabaya. Masters thesis, STIE Perbanas Surabaya.

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The cooling system industry is one of the businesses that evolve in Indonesia. Indonesia is large market and has potential to sell cooling system which is used by industry such as foods, beverages, logistics, transportation, etc. Company that becomes objec t of this research is PT. ABC Surabaya providing cooling system for industry either large scale or small scale. Marketing process of PT. ABC Surabaya in selling the product is referral, word of mouth, and exhibition. Marketing Strategy which uses in this time is not enough to do selling products. In 2019, PT. ABC Surabaya had decreased in selling therefore the company needs new marketing strategy to increase and reach wider market share. In this situation, the company can’t be focus on the products but also the customer’s service must be noticed. If the customers are satisfied with the service or the products, it affects the belief of customers. The researcher used the explanatory research with quantitative approach. In this research the researcher used methods SWOT Analysis, QSPM Analysis, and also approach of web-based Customer Relationship Management (CRM) to increase service quality for customer and company introduction to broaden community.

Item Type: Thesis (Masters)
Divisions: Magister of Management
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 04 Feb 2021 04:50
Last Modified: 04 Feb 2021 04:50

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