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"Pengambilan keputusan dalam sebuah strategi adalah suatu usaha yang melibatkan banyak proses. Strategi adalah sususan tujuan dan sasaran dari organisasi dengan krangka waktu yang berisi apa yang perlu dicapai dan kapan mencapainya. Untuk pertimbangan pengembangan strategi yang dapat meraih klien & mempertahankan klien sebanyak-banyaknya adalah dengan pendekatan CRM (Customer relationship Management). Pada salah satu perusahaan jasa sertifikasi atau dapat disebut badan sertifikasi di Indonesia yang baru berdiri, menjadi tantangan bagaimana mengembangkan strategi yang dapat bersaing dengan para kompetitornya. Untuk itu perlu dilakukan evaluasi, analisis & pengembangan strategi berdasarkan nilai daya saing & database pelanggan, yang akan dianalisis untuk membantu penyusunan pengembangan strategi. Penelitian ini menggunakan metode AHP (Analytical Hierarchy Process) untuk membuat keputusan mengenai strategi yang akan dibuat.

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Decision-making in a strategy is an effort that involves many processes. Strategy is the arrangement of the goals and objectives of the organization with a frame that contains the time what needs to be accomplished and when to achieve it. For consideration of development strategies that can reach clients and retaining clients as much as possible is to approach CRM (Customer Relationship Management). At one of the company's services can be called a certification or certification bodies in Indonesia recently founded, a challenge of how to develop a strategy that can compete with its competitors. It is necessary for the evaluation, analysis and development strategy is based on the value of competitiveness and customer database, which will be analyzed to help shape the development of the strategy. This study uses AHP (Analytical Hierarchy Process) to make decisions concerning the strategy to be made."

"Skripsi ini membahas penerapan konsep dan aktivitas Customer Relationship Management (CRM) dalam layanan rujukan di Perpustakaan Universitas Indonesia sebagai strategi meningkatkan kepuasaan pengguna. Penelitian ini bertujuan untuk mengidentifikasi penerapan CRM pada jasa layanan rujukan di Perpustakaan Universitas Indonesia dan memahami proses interaksi antara pustakawan rujukan dengan pengguna perpustakaan pada operasional jasa layanan rujukan dalam upaya memberikan kepuasan kepada pengguna melalui kerangka kerja CRM. Penelitian ini adalah penelitian kualitatif deskriptif dengan menggunakan metode studi kasus. Hasil penelitian menunjukkan bahwa layanan rujukan belum sepenuhnya memiliki komponen-komponen pelayanan dalam CRM. Penelitian ini menyarankan bahwa Layanan Rujukan Perpustakaan UI dapat memanfaatkan database anggota Perpustakaan UI sebagai sarana pengidentifikasian pengguna, melakukan seleksi terhadap pengguna melalui frekuensi kunjungan pengguna ke koleksi dan layanan perpustakaan lainnya, layanan rujukan Perpustakaan UI hendaknya memanfaatkan website perpustakaan dalam memberikan informasi terbaru mengenai koleksi yang disediakan, dan memenuhi komponen CRM yang tidak dimiliki.

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This thesis discusses the applicability of the concept and activities of Customer Relationship Management (CRM) on reference service at the University of Indonesia Library as a strategy to improve user satisfaction. This research aims to identify the implementation of CRM on reference service in the University of Indonesia Library and understand the interaction process between reference librarians with library users on reference services operational in an effort to provide satisfaction for the users through a CRM framework. This research was a descriptive qualitative research by using the case study method.

The results showed that the reference service has not been fully service components within CRM. This research suggests that UI Library reference services should utilize the UI Library members database as a means of identifying users, perform selection of the user through the user's visits to the collection frequency and other library services, UI Library Reference Service should utilize the library's website to provides updated information on the provided collection, and fulfill CRM components which is not possessed."

"Indonesia telecommunication industry has grown rapidly. This growth has increased the competition level in telecommunication industry. indonesia has 3 type of telecommunication services which are fixed line, wireless cellular and lixcd wireless. This cellular telecommunication market has become the largest telecommunication industIy. ln today competition level, if the telecommunication operator want to have high profit, they should have precise marketing strategy. Customer Relationship Management (CRM) concept gives a method to improve customer loyalty by giving special service to those who are worth. Customer loyalty will give the company higher profit than customer acquisition. To make this C RM strategy effective, companies should evaluate their customer value betbre they implement CRM. The purpose of this research is to find the customer prolile who gives more contribution and higher loyalty to the company and segmenling the market using customer value so the company could target thc segment with CRM programs.This research is conducted to cellular telecommunication custotner in Jakarta. Bogor, Tangerang, and Bekasi. This research use one way ANOVA to evaluate the correlation of customer prolilc and the profit that customer gives to the company. In evaluate the customer value, l use lifetime value model which was developed by Hyunseok Hwang, Tacsoo Jung, and Euiho Suh, from Science and Technology University, South Korea, by ignoring the probability of future customer contribution change.This research shows that only customer age and customer workplace which give significant effect to customer contribution level or customer loyalty level. This research is also shows that cellular telecommunication customers in Jakarta. Tangerang. Bogor and Bekasi give low contribution to the cellular operator company, even though they have high loyalty level."

"KakaoTalk merupakan sebuah aplikasi pesan instan yang sedang berusaha mempertahankan para penggunanya melalui kampanye program Plus Friend. Penelitian ini bertujuan untuk menganalisis pengaruh implementasi e-customer relationship management terhadap e-satisfaction dan e-loyalty pada pengguna KakaoTalk. Penelitian ini menggunakan pendekatan kuantitatif, dimana data dan informasi dikumpulkan melalui survei dengan alat bantu kuesioner dan juga studi kepustakaan. Analisis data yang digunakan dalam penelitian ini adalah analisis multivariat dengan menggunakan analisis jalur dan uji Sobel menggunakan SPSS. Hasil penelitian menunjukkan bahwa implementasi e-customer relationship management memiliki pengaruh yang kuat terhadap loyalitas (e-loyalty) melalui variabel kepuasan pelanggan (e-satisfaction).

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KakaoTalk is an instant messaging application which tried to maintain its users through Plus Friend program campaign. This research objective is to analyze the influence of e-customer relationship management implementation towards e-satisfaction and e-loyalty on KakaoTalk users. This research uses quantitative approach, which both data and information collected through survey using tools such as questionnaire and bibliographical studies as well. Data analysis used in this research is multivariat analysis using path analysis and Sobel test through SPSS. The results showed that e-customer relationship management implementation has significant impact towards e-loyalty through e-satisfaction."

"Dengan perkembangan Information and Communication Technologies ICT yang sangat pesat di Indonesia, terjadi perkembangan upaya Customer Relationship Management yang efektif dalam menjaga persaingan dengan kompetitor dan juga terdapat perubahan pola kebiasaan masyarakat dalam mengakses informasi yang menciptakan pasar dan peluang baru di era digital. Tujuan penelitian ini adalah untuk menganalis pengaruh program Customer Relationship Management, khususnya VIRA, terhadap kepercayaan dan loyalitas organisasi. Penelitian ini menggunakan teori komunikasi organisasi, komunikasi eksternal, Customer Relationship Management, kepercayaan nasabah, loyalitas nasabah dan computer mediated communication CMC sebagai dasar penelitian. Metode penelitian ini adalah kuantitatif dengan analisis pengaruh atau regresi dengan menganalisis antara Customer Relationship Management dan kepercayaan nasabah serta menganalisis antara Customer Relationship Management dan loyalitas nasabah. Hasil penelitian menunjukkan bahwa strategi Customer Relationship Management dapat mempengaruhi kepercayaan dan loyalitas nasabah.

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Information and Communication Technologies ICT development increase rapidly in Indonesia, an effective development of Customer Relationship Management in maintaining competition with competitors and also there is a change in the pattern of community habits in accessing information that creates new markets and opportunities in the digital era. The purpose of research in general is to analyze the influence of Customer Relationship Management program, especially VIRA, to Trust and Loyalty organization. This study uses the theory of organizational communication, external communication, Customer Relationship Management, customer Trust, customer Loyalty and computer mediated communication CMC . The method used in this study is the method of influence or regression analysis by analyzing between Customer Relationship Management and customer Trust and analyze between Customer Relationship Management and customer Loyalty. The results show that Customer Relationship Management strategy can influence customer Trust and Loyalty."

"Tesis ini membahas mengenai persepsi pengguna Aplikasi CRM terhadap implementlsi Aplikasi CRM sebagai media komuaikasi dalam penyelesaian lapotan permasalahan sistem informasi manajemen keimigrasian dan menganalisa faktor-faktor yang mempengaruhinya. Penelitian ini merupakan penelitian kuantitatif yang didukung oleh metode pengumpulan data kualitatif, Hasil penelitian ini menyarankan adanya sebuah standar atau petunjuk/ peraturan yang mengatur mekanisme pelaporan permasalahan sistem infonnasi manajmen keimigrasian dan dilakukannya beberape penyesnaian atau perubahan atas Aplikasi CRM itu sendiri, antara lain integrasi kedalam Portal Direktorat Jenderal lmigrasi, pernbuatan buku petunjuk praktis penggunaan Aplikasi CRM dan yang terpenting adalah pelaksanaan pelatihan serta sosialisasi mengenai implementasi Aplikasi CRM kepada seluruh pegawai Direktorat Jenderal lmigrasi.

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The point of this thesis is about study of the respondence perception of implementation of Customer Relationship Management (CRM) application in handling internal complaint of the problem in immigration information management system and analyzing the factors that might effecting il This study is using quantitative research method which is supported by qualitative research method by using descriptive design. It is expected that the result of this study will suggest a real standard or instruction rules which will w:r.mge the reportiog mechanism for the problem in immigration information management system and will rage eadquarter to do some adjustment in the said CRM application. It is also hoped the adjustment will be in the fonn of integrating the system into a portal belongs to Directorate General of Immigration) issuing practical manual hook for the using of CRM application, and the most important is performing some courses and socialization of the implementation of CRM application forr all employees in Directorate General of Immigration."

"ABSTRAKSalah satu metode yang digunakan dalam mempertahankan dan memuaskan pelanggan yaitu Model CRM (Customer Relationship Management). Maka dari itu, dalam penelitian ini penulis mengukur variabel-variabel yang mempengaruhi praktik CRM tersebut yaitu service quality, trust, communication, costumization, commitment, involvement terhadap satisfaction dan loyalty. Penelitian ini mengadopsi penelitian Ehsan Ahadmotlaghi and Dr Prafulla Pawar, International Refereed Research Journal, 2012 tentang program pelaksanaan customer satisfaction dan customer loyalty. Metode sampel yang digunakan dalam penelitian ini dengan teknik non probability sampling dengan jenis sampelnya purposive sampling. Sesuai dengan tujuan penelitian, maka penelitian ini akan menggunakan teknik analisis regresi sederhana dan analisis regresi berganda. Dari hasil analisis dapat diketahui ada atau tidaknya pengaruh variabel independen terhadap variabel dependen.

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ABSTRACTOne method used to retain and satisfy customers, namely Model CRM (Customer Relationship Management). Therefore, in this study the authors measure the variables that affect the practice of CRM is that service quality, trust, communication, costumization, commitment, involvement on satisfaction and loyalty. This research study adopts Ahadmotlaghi Ehsan and Dr. Prafulla Pawar, International refereed Research Journal, 2012 on the program implementation customer satisfaction and customer loyalty. Sampling method used in this study with non-probability sampling technique to sample the type of purposive sampling. In accordance with the research objectives, this study will use the technique of simple regression analysis and multiple regression analysis. From the analysis it can be seen whether or not the influence of the independent variable on the dependent variable."

"Seiring perkembangan dan kemajuan industri keuangan di Indonesia, mendorong semakin bertambahnya pendatang baru dalam industri ini. Dengan meningkatnya persaingan, maka diperlukan langkah-langkah strategis untuk menghadapinya. Oleh karena itu kemampuan suatu organisasi untuk mengelola pelanggan yang dimilikinya serta mendapatkan calon pelanggan yang potensial sangat diperlukan dan Customer Relationship Management (CRM) adalah salah satu solusi yang diharapkan. Pada penelitian karya akhir ini akan membahas tentang model fitur yang tepat untuk diterapkan pada aplikasi CRM organisasi. Kerangka kerja FrontCRM digunakan untuk mendapatkan fitur-fitur CRM organisasi. Kerangka kerja ini yang akan dipetakan dengan proses bisnis organisasi yang berhubungan dengan pelanggan sehingga akan dihasilkan fiturfitur CRM sementara. Selanjutnya untuk dapat memastikan fitur-fitur FrontCRM tersebut dapat digunakan, maka akan dilakukan validasi oleh user dengan menggunakan kuisioner untuk mendapatkan fitur-fitur CRM yang sesuai dengan proses bisnis organisasi. Hasil penelitian ini menunjukkan bahwa Fitur FrontCRM yang sesuai dengan proses bisnis organisasi yaitu fitur-fitur pada area proses bisnis pemasaran dan penjualan. Pada area proses bisnis pemasaran terdapat 18 fitur mandatory, 2 fitur optional, dan 1 fitur alternative, sedangkan pada area proses bisnis penjualan terdapat 18 fitur mandatory, 1 fitur optional, dan 1 fitur alternative. Fitur-fitur CRM tersebut akan dimodelkan dengan menggunakan Feature Oriented Domain Analysis (FODA) atau feature modelling.

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Rapid development and progress of the financial industry in Indonesia drive the increasing numbers of new entrants of industry. It means that the competition between companies will increase, so it is need some strategic steps to deal with it. Therefore, the ability of an organization to manage its customer and potential prospect is very necessary. One of the expected solution is Customer Relationship Management (CRM). This research will discuss about the features that appropriate to be applied to the CRM application organization. FrontCRM framework is used to obtain CRM features of organization.

This framework will be mapped to the business processes associated with customer organizations, so that will be generated temporary CRM features. Furthermore, it will be validated by the user by using a questionnaire to obtain CRM features that correspond organization's business processes to make sure the FrontCRM features can be used optimally.

The result of this research show that Features FrontCRM which is suitable with business process organization are the features on the area of business process marketing and sales. In marketing business processes, there are 18 mandatory feature, two optional features, and 1 alternative features, while the sale business process area, there are 18 feature mandatory, 1 optional feature, and one feature alternative. CRM features will be modeled using Feature Oriented Domain Analysis (FODA) or feature modeling."

"Relationship marketing and customer relationship management (CRM) can be jointly utilised to provide a clear roadmap to excellence in customer management: this is the first textbook to demonstrate how it can be done. Written by two acclaimed experts in the field, it shows how an holistic approach to managing relationships with customers and other key stakeholders leads to increased shareholder value. Taking a practical, step-by-step approach, the authors explain the principles of relationship marketing, apply them to the development of a CRM strategy and discuss key implementation issues. Its up-to-date coverage includes the latest developments in digital marketing and the use of social media. Topical examples and case studies from around the world connect theory with global practice, making this an ideal text for both students and practitioners keen to keep abreast of changes in this fast-moving field."