EFEKTIVITAS PENGGUNAAN CUSTOMER RELATIONSHIP MANAGEMENT DALAM MENINGKATKAN CUSTOMER LOYALTY

Abstract

ABSTRACT : Customer Relationship Management (CRM) is one of
the means to establish sustainable relationships between stakeholders
and shareholdernya. Today many companies are using CRM to
build relationships with customers. By utilizing CRM, companies
will know what is expected and required customers sehinggan will
create an emotional bond that is capable of creating a close business
relationship and open and two-way communication between them.
CRM is necessary to begin to be created, built, and implemented in
companies engaged in various fields of business. CRM is applied can
affect the increase in customer loyalty. By utilizing CRM, companies
will know what is expected and required customers sehinggan will
create an emotional bond that is capable of creating a close business
relationship and open and two-way communication between them.
Thus the customer loyalty can be maintained and not easily switch
to other products and brand.
Key words: Customer Relationship Management, Customer
Loyalty