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Dampak Customer Relationship Management (Crm) Pada Kepuasan Pelanggan

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  • Panggabean, Angelita Nauli

Abstract

Persaingan yang terus meningkat menyadari perusahaan akan pentingnya mempertahankan pelanggan mereka. Manajemen hubungan pelanggan merupakan salah satu strategi penting perusahaan untuk mempertahankan dan membangun kepuasan pelanggan. Dengan begitu, karya tulis ini bertujuan untuk menyelidiki hubungan serta dampak antara praktik manajemen hubungan pelanggan atau CRM pada kepuasan pelanggan. Kepuasan pelanggan sangat penting untuk reputasi dan loyalitas perusahaan karena reputasi perusahaan sangat bergantung pada kepuasan pelanggan di pasar yang bergejolak saat ini. Untuk mencapai kesimpulan karya tulis ini, penulis menggunakan metode tinjauan pustaka, dimana penulis mengumpulkan dan mempelajari jurnal- jurnal dari berbagai sumber di internet. Kesimpulan yang didapatkan dari jurnal-jurnal tersebut adalah bahwa CRM berdampak dan memiliki hubungan yang positif signifikan terhadap kepuasan pelanggan. CRM yang baik akan memberikan dampak positif kepada perusahaan, yakni pelanggan yang puas akan bersedia untuk membeli kembali serta menyebarkan kata positif dari mulut ke mulut tentang perusahaan kepada publik.

Suggested Citation

  • Panggabean, Angelita Nauli, 2022. "Dampak Customer Relationship Management (Crm) Pada Kepuasan Pelanggan," OSF Preprints 2ncjk, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:2ncjk
    DOI: 10.31219/osf.io/2ncjk
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