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ANALISIS CRM DAN E-CRM PADA UKM BATIK JETIS “AMRI JAYA” DI SIDOARJO

Rachmatdani, Galih Dwi (2014) ANALISIS CRM DAN E-CRM PADA UKM BATIK JETIS “AMRI JAYA” DI SIDOARJO. Undergraduate thesis, STIE PERBANAS.

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Abstract

This study discusses the implementation of customer relationship management and E-CRM are located in Sidoarjo. Customer relationship management and E-CRM, especially at Batik Jetis Amri Jaya found a problem with the application of the phenomenon of technology adoption in small and medium enterprise. In addition, the lack of hospitality human resources support business perfomance makes the lack of customer expectations and customer value. Descriptive analysis is used to discuss the main stages of the value chain stages of CRM and E-CRM with customer portfolio analysis, customer intimacy, customer value proposition and customer lifecycle in order to determine the orientation of the company to the customer. Descriptive analysis was also used to discuss the condition of the supporting CRM and E-CRM to discuss customer information, processes, information technology and human resources. Keyword : CRM, E-CRM, Customer profitability,Customer orientation

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 02 Mar 2017 04:34
Last Modified: 02 Mar 2017 04:34
URI: http://eprints.perbanas.ac.id/id/eprint/641

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