Gumirang, Akbar Ginanjar (2016) ANALISIS CUSTOMER RELATIONSHIP MANAGEMENT DAN ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT PADA USAHA KECIL MENENGAH KOPIAH BMH DI KABUPATEN GRESIK. Undergraduate thesis, STIE Perbanas Surabaya.
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Abstract
Management of the relationship between producers and consumers is currently divided into two ways :Customer Relationship Management (CRM) danElectronic Customer Relationship Management (E-CRM). CRM is a process of marketing a product directly, whereas e – crm is a process of marketing a product by combining human resources and technology to increase turnover. The purpose of this study is to analyze the function and application management system crm and ecrm, in the case expanding sales, turnover increased, and consumers are becoming loyal to BMH. Object of research used in this study are small and medium bussines (SMEs) Kopiah BMH in Gresik district. This research is a descriptive qualitative research in the form of case studies in small and medium bussines (SMEs) Kopiah BMH in Gresik District. CRM and E-CRM not only gauges the performance of the company, but is a form of transformation of a total strategy to all levels within the organization. With a comprehensive performance measurement is not just a measure of financial, such as the level of customer satisfaction, product innovation, corporate development, and employee development. The company ability to meet the level of customer satisfaction, product innovation, and human resources processing will give a strong advantage to the company concerned Keyword : CRM, E-CRM
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.81 - SALES MANAGEMENT |
| Divisions: | Bachelor of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 09 Nov 2016 05:17 |
| Last Modified: | 09 Nov 2016 05:17 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/405 |
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