PENGEMBANGAN CUSTOMER RELATIONSHIP MANAGEMENT PADA TOSERBA XYZ BANDUNG

Anindya Septisuwendani, - (2020) PENGEMBANGAN CUSTOMER RELATIONSHIP MANAGEMENT PADA TOSERBA XYZ BANDUNG. S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

Anindya Septisuwendani (1605955) Pengembangan Customer Relationship Management pada Toserba XYZ Bandung dibawah bimbingan Dr. Vanessa Gaffar, SE.Ak. MBA. dan Dr. Ayu Krishna Yuliawati, S.Sos., MM. Penelitian ini fokus pada pengembangan manajemen hubungan pelanggan yang diterapkan Toserba XYZ di Bandung. Manajemen hubungan pelanggan sangat penting dikembangkan karena dapat bermanfaat untuk meningkatkan kualitas hubungan perusahaan dengan pelanggan sehingga dapat meningkatkan loyalitas pelanggan, menciptakan dan meningkatkan efisiensi dan efektivitas kinerja layanan serta meningkatkan profitabilitas. Dalam penelitian ini manajemen hubungan pelanggan terdiri dari dari yaitu manajemen hubungan pelanggan, keunggulan operasional, kepemimpinan produk, manajemen pengetahuan dan orientasi pelanggan. Penelitian ini merupakan penelitian kualitatif dengan melalui observasi, wawancara secara mendalam (in-depth interview), dokumentasi serta kuesioner sebagai tambahan. Tipe penelitian ini menggunakan penelitian studi kasus sebagai metode ilmiah dengan menekankan pada sesuatu yang mendetail, spesfik dan unik melalui pendekatan alamiah. Teknik analisis yang digunakan dalam penelitian yaitu analisis deskripsi dan isi. Hasil penelitian ini menggambarkan pengembangan manajemen hubungan pelanggan di Toserba XYZ dalam perspektif karyawan dan pelanggan. Kata Kunci: Manajemen hubungan pelanggan, Keunggulan Operasional, Kepemimpinan Produk, Manajemen Pengetahuan, Orientasi Pelanggan Anindya Septisuwendani (1605955) Development of Customer Relationship Management in Bandung XYZ Department Store under the guidance of Dr. Vanessa Gaffar, SE.Ak. MBA and Dr. Ayu Krishna Yuliawati, S. Sos., MM. This research focuses on developing relationship management applied by XYZ Department Store in Bandung. Customer relationship management is very important to be developed because it can improve the quality of company relationships with customers can increase customer loyalty, create and improve efficiency and improve service and increase profitability. In this study, customer relationship management consists of customer relationship management, management excellence, product leadership, knowledge management and customer collaboration. This study is a qualitative study with observations, in-depth interviews, in-depth interviews and questionnaires in addition. This type of research uses case study research on scientific methods that are supported in something detailed, specific and unique through natural discussion. The analysis technique used in the study is description and content analysis. The results of this study discuss the development of customer relationship management at XYZ Department Store in the perspective of employees and customers. Keywords: Customer Relationship Management, Operational Excellence, Product Leadership, Knowledge Management, Customer Orientation

Item Type:	Thesis (S1)
Additional Information:	No Panggil : S PEM ANI p-2020; NIM : 1605955
Uncontrolled Keywords:	Customer Relationship Management, Toserba XYZ
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management L Education > L Education (General)
Divisions:	Fakultas Pendidikan Ekonomi dan Bisnis > Manajemen (non kependidikan)
Depositing User:	Anindya Septisuwendani
Date Deposited:	12 Aug 2020 02:00
Last Modified:	12 Aug 2020 02:00
URI:	http://repository.upi.edu/id/eprint/50194

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