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"Perusahaan tech startup memiliki daya tarik investasi karena berorientasi pada kecepatan tumbuh yang tinggi. Namun tingkat survival yang rendah membuat entrepreneur harus melakukan langkah stategis agar dapat meningkatkan kinerja perusahaan. Studi ini mengeksplorasi faktor – faktor yang mempengaruhi kinerja perusahaan tech startup antara lain innovation intention dan keberadaan CEO-founder. Penelitian ini menggunakan perusahaan publik tech startup di Asia, karena saat ini Asia memiliki sepertiga unicorn di dunia. Data penelitian menggunakan perusahaan tech startup yang go public sejak tahun 2015-2019. Dengan menggunakan Tobin’s Q sebagai pengukuran nilai perusahaan, innovation intention terbukti mampu meningkatkan nilai perusahaan. Namun keberadaan CEO-founder justru dapat melemahkan pengaruh positif inovasi terhadap nilai perusahaan tech startup. Dalam pengujian tambahan diperoleh hasil bahwa innovation intention berpengaruh negatif terhadap total return perusahaan. Penelitian ini berkontribusi memberikan referensi mengenai peranan innovation intention yang terdiri dari research and development, advertising, and marketing expense dan capital expenditure yang sebelumnya banyak diteliti hubungannya dengan kinerja perusahaan secara parsial

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Tech startup companies are attractive, investment-wise, for they orient their businesses in a rapid pace of growth. However, the low survival rate forces entrepreneurs to execute strategic moves to improve performance. This study explores the factors that influence the market performance of tech startup companies, including innovation intentions and the presence of a CEO-founder. This study used public tech startup companies in Asia, because currently Asia has a third of unicorns in the world. The research data uses tech startup companies that went public since 2015-2019. By using Tobin's Q as a measurement of company value, innovation intention is proven to be able to increase company value. However, the presence of a CEO-founder can weaken the positive influence of innovation on the value of tech startup companies. In additional testing, it was found that innovation intention harmed the company's total return. This study provides a reference regarding the role of innovation intention, which consists of research and development, advertising and marketing expense and capital expenditure which has previously been studied partially about market performance."

"Penelitian ini membahas hubungan antara antaseden strategi pemasaran relasional yang diproksi kedalam variabel relationship benefits, seller expertise, communication, similarity, interaction frequency, dan conflict dengan loyalitas pelanggan yang diproksi kedalam variabel individual fortitude, expectancy of continuity, word of mouth, dan cooperation, melalui variabel mediator relationship satisfaction, trust, dan relationship quality. Tujuan penelitian ini adalah mendeskripsikan dan menganalisis hubungan antara antaseden strategi pemasaran relasional dengan relationship satisfaction, trust, dan relationship quality, serta menganalisis hubungannya dengan relationship outcomes sebagai pembentuk loyalitas pelangan.Hasil penelitian ini menemukan bahwa variabel outcomes pemasaran relasional individual fortitude dipengaruhi secara tidak langsung oleh variabel seller expertise, similarity, interaction frequency, conflict dan secara langsung memiliki hubungan dengan variabel mediator trust dan relationship quality. Sementara itu variabel expectation of continuity dipengaruhi secara tidak langsung oleh variabel relationship benefit, seller expertise, communication, similarity, interaction frequency dan conflict melalui mediasi relasional relationship satisfaction, trust dan relationship quality. Selanjutnya variabel word of mouth memiliki hubungan tidak langsung dengan variabel seller expertise, similarity, interaction frequency dan conflict melalui variabel mediator trust dan relationship quality. Dan terakhir variabel cooperation memiliki pengaruh secara tidak langsung oleh variabel relationship benefit, communication, similarity, interaction frequency dan conflict melalui mediasi variabel relationship satisfaction dan relationship quality.Hasil penelitian ini menyarankan agar distributor alat diagnostik lebih meningkatkan hubungan relasional melalui pengelolaan konflik dengan efektif sehingga mampu memberikan pengaruh positif untuk meningkatkan kualitas hubungan dengan pelanggan. Yang pada akhirnya akan meningkatkan loyalitas pelanggan dalam bentuk kesediaan merekomendasikan hal positif tentang distributor ke konsumen lain

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This study examines the relationship between relational marketing strategy antecedent that proxy into variables of relationship benefits, selling expertise, communication, similarity, interaction frequency and conflict with the customer loyalty that proxy into variables of individual fortitude , expectation of continuity, word of mouth, and cooperation, through mediator variable relationship satisfaction, trust, and relationship quality. The purpose of this study is to describe and analyze the relationship between antecedent of relationship marketing strategies with relationship satisfaction, trust, and relationship quality, and analyze its relationship with relationship outcomes as forming customer loyalty.

Results of this study identified that relationship outcomes variable of individual fortitude is affected indirectly by seller expertise, similarity, interaction frequency, conflict and directly linked to the mediator variables of trust and relationship quality. Meanwhile expectation of continuity variables indirectly affected by the variables of relationship benefits, seller expertise, communication, similarity, interaction frequency and conflict through relational mediator of relationship satisfaction, trust and relationship quality. Furthermore, word of mouth variable has no direct relationship with the variable seller expertise, similarity, interaction frequency and conflict through relational mediator of trust and relationship quality. And lastly cooperation variables have an indirect effect with variables of relationship benefit, communication, similarity, interaction frequency and conflict through relational mediator of relationship satisfaction and relationship quality.

The results of this study suggest that further enhance the diagnostic equipment distributor relational relationships through effective conflict management so as to provide a positive influence to improve the quality of customer relationships. Which in turn will increase customer loyalty in a positive willingness to recommend distributor to other consumers."

"Dalam pasar yang sangat kompetitif di dunia perumah sakitan saat ini, diperlukanstrategi pemasaran yang lebih memfokuskan sasaran kegiatannya pada hubungan yangbersifat partnership. Penerapan customer relationship marketing bertujuan menemukanlifetime value LTV dari pelanggan dan lebih meningkatkan efisiensi operasional.Tujuan dari tesis ini adalah untuk mengetahui peran customer care terhadap customerrelationship marketing pasien perusahaan maupun asuransi IKS RS Risa Sentra MedikaMataram. Identifikasi dan evaluasi strategi pemasaran ini dilakukan dengan pendekatansistem. Jenis penelitian ini adalah penelitian deskriptif kualitatif.Hasil penelitian inimenemukan bahwa telah dilakukan upaya customer relationship marketing melaluikegiatan customer care, belum berlangsung secara optimal. Dalam hal tersebut, dapatterlihat dari kinerja sumber daya manusia, struktur organisasi, anggaran, sarana yangmendukung kegiatan customer care yang belum sesuai standar. Dalam pelaksanaancustomer relationship marketing menerapkan 4 konsep yaitu developing trust membangun kepercayaan, bonding commitment membangun komitmen, communication komunikasi dan conflict handling penanganan konflik, upaya-upayatersebut telah dilakukan walaupun belum memenuhi target. Maka diperlukan komitmendari semua pihak dalam organisasi, dari mulai direksi sampai ke tingkat pelaksana, danjuga kerjasama yang sinergis dari pihak intern perusahaan dan juga pihak luar.In today 39 s highly competitive market in hospitals, marketing strategies are needed thatfocus more on the objectives of their activities on partnership relationships. Theimplementation of customer relationship marketing aims to find the lifetime value LTV of customers and further improve operational efficiency. The purpose of thisthesis is to know the role of customer care to customer relationship marketing of patientcompanies and insurance IKS RS Risa Sentra Medika Mataram. The identification andevaluation of this marketing strategy is done by system approach. The type of thisresearch is qualitative descriptive research.

The results of this study found that has beendone customer relationship marketing efforts through customer care activities, has notbeen optimal. In that case, can be seen from the performance of human resources,organizational structure, budget, facilities that support customer care activities that arenot according to standards. In the implementation of customer relationship marketingapply 4 concepts that are developing trust, bonding commitment, communication andconflict handling, these efforts have been done even though they have not met thetarget. It requires commitment from all parties in the organization, from the board ofdirectors to the executor level, as well as synergistic cooperation from the internalcompany and also outside parties."

"Sebagai importir yang baru di pasar Indonesia, PT Robert Bosch memilih distributor sebagai saluran distribusi. Dengan situasi yang mudah berubah, Bosch ingin mempertahankan distributornya. Hal ini dilakukan dengan mengimplementasikan relationship marketing terhadap distributor. melalui dimensi instrumental dan dimensi interpersonal. Maka dari itu peneliti ingin melihat persepsi distributor terhadap implementasi relationship marketing yang telah dilakukan. Penelitian menggunakan pendekatan kuantitatif. Sampel penelitian adalah 15 distributor PT Robert Bosch divisi Automotive Aftermarket dengan metode total sampling. Instrumen penelitian ini menggunakan kuesioner dan dianalisis dengan analisa deskriptif dengan melihat mean dan frekuensi dari setiap jawaban. Hasil dari penelitian ini menunjukkan implementasi relationship marketing yang dilakukan oleh Bosch kuat pada sub dimensi produk.

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As a new Importer in Indonesia Market, PT Robert Bosch chose distributor as a main distribution channel. With unstable condition in Indonesian market, PT Robert Bosch wanted to keep their distributor. To keep their distributor, PT Robert Bosch implements relationship marketing to distributor through instrumental dimension and interpersonal dimension.

The purpose of this research is to see distributor perception of relationship marketing implementation that has been done by PT Robert Bosch. This research is using quantitative approach with sample of 15 PT Robert Bosch distributors Automotive Aftermarket division. This research is using total sampling method. The instrument for this research is questioner and is being analyzed with descriptive analysis by looking at mean and frequency of each answer. The result of this research shows the strong implementation of relationship marketing that has been done by PT Robert Bosch to sub product dimension."

"Call Center merupakan salah satu titik kontak antara Bank dengan pelanggannya. Penerapan Customer Relationship Marketing pada call center merupakan sebuah hal yang tidak dapat dipungkiri keberadaannya. Jika di masa lalu call center lebih dikenal merupakan operator telepon, maka pada studi ini ingin melihat peranan call center terhadap ekuitas merek perusahaan. Bank Mandiri memiliki call center yang beroperasi 7/24 dengan nama Mandiri Call. Penerapan customer relationship marketing telah dilakukan sejak terbentuknya call center dan diselaraskan penerapannya secara Organisasi.Karya akhir ini menunjukkan adanya pengaruh positif penerapan customer relationship marketing Mandiri Call terhadap brand equity Mandiri melalui peningkatan customer satisfaction Mandiri, customer rentention Mandiri, dan customer equity Mandiri.

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Call Center is a point of contact within Bank and the customer. Implementation of Customer Relationship Marketing in call center is an important matters nowadays. In the past, call center known as a telephone operator. In this research we elaborate more the role of call center to the company's Brand Equity. Mandiri Call is a call center that operate 24/7 by Bank Mandiri. The implementation of Customer Relationship Marketing has been done since the establishment of call center and allign them with Organization vision.This Thesis shows the positive impact of Customer Relationship Marketing to Brand Equity through the improvement of Customer Satisfaction Mandiri, Customer Rentention Mandiri, and Customer Equity Mandiri."

"Tesis ini membahas mengenai implementasi strategi Customer Relationship Management CRM pada UKM yang bergerak di bidang jasa bengkel yaitu Trijaya Ban 83. Pemetaan kondisi UKM memperlihatkan bahwa tidak ada perbedaan perlakuan service antara pelanggan besar dan kecil. beberapa kesenjangan yang terdapat di bengkel Trijaya Ban 83 adalah belum adanya pelayanan lebih terhadap pelanggan yang memberi kontrIbusi pendapatan terbesar dan belum ada database konsumen yang lengkap. Oleh karena itu, tujuan dari business coaching ini untuk membantu UKM merumuskan sebuah sistem Customer Relationship Management dengan harapan pelanggan akan semakin loyal dan terus memberikan laba untuk bengkel Trijaya Ban 83. Metode yang digunakan dalam penelitian ini adalah metode kualitatif untuk mengumpulkan dan menganalisis data pelanggan bengkel Trijaya Ban 83 selama tahun 2016. Kesimpulan dari penelitian ini adalah pengelompokan pelanggan fokus yang harus dilayani secara berbeda serta implementasi service yang diberikan kepada kelompok fokus tersebut. Harapan dari implementasi Customer Relationship Management adalah agar bengkel memiliki sistematis penjualan yang teratur dan pelanggan semakin loyal terhadap bengkel dikala kompetisi bengkel sangat ketat.

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This thesis discuss the Implementaion of Customer Relationship Management CRM strategy in Trijaya Ban 83 workshop that focusing on service repairment industry. The mapping of business condition mention that there is no service differentiation with Big and small customer. There are some gap situation in Trijaya Ban 83 workshop such as there is no intense service treatment for customers who generate biggest profit and there is no comprehensive customer database. In this business coaching, coach want to help the business to create a comprehensive Customer Relationship Management Strategy in purpose to increase customer loyalty and keep contrIbuting profit to Trijaya Ban 83 wokrshop. Methods used in this thesis is qualitative method to gather and analyze customer data of Trijaya Ban 83 Workshop in 2016. The result of this research is to create a customer categorization that needs service differently also the implementation to the focus category. The purpose of this Customer Relationship Management implementation is for the workshop to have a systematic selling dan the customer become more loyal in the thight competition of service repairment industry."

"Perusahaan Business-to-Business B2B semakin berkembang dari tahun ke tahun. Menurut hasil survei, setiap tahunnya perusahaan B2B akan kehilangan pelanggan mereka sebesar 9 - 10 dan akan membutuhkan biaya 4 kali lebih mahal untuk memperoleh pelanggan baru dibanding mempertahankan hubungan dengan pelanggannya. Oleh karena itu, perusahaan perlu mempertahankan pelanggan mereka dengan menerapkan Customer Relationship Management CRM. Penelitian Ini bertujuan untuk menghitung Customer Lifetime Value CLV pada perusahaan B2B di Indonesia, khususnya industri manufaktur mesin dan peralatan. Pelanggan disegmentasi berdasarkan variabel Recency, Frequency, dan Monetary RFM dan dikelompokkan menggunakan metode K-means. Relational Database Management System digunakan untuk mendapatkan informasi variabel RFM menggunakan Microsoft Access. Bobot variabel RFM digunakan untuk menghitung CLV dengan menggunakan Analytical Hierarchy Process AHP. Hasil pengelompokkan pelanggan perusahaan B2B sebanyak 5 kluster, dimana kluster 2 merupakan kelompok pelanggan yang paling loyal dan kluster 4 merupakan kelompok pelanggan paling tidak berharga valueless berdasarkan hasil CLV. Hasil analisis CLV untuk setiap kluster juga menjadi dasar pengusulan strategi untuk perusahaan B2B agar dapat terus mempertahankan dan menciptakan hubungan yang baik dengan para pelanggan mereka untuk mendorong pembelian mereka yang berkelanjutan dimasa depan.

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Business to Business B2B companies are growing from year to year. According to survey result, B2B companies will lose their customers by 9 10 per year and will cost 4 times more expensive to acquire new customers instead of retaining their existing customers. Hence, company have to retain their existing customers by implementing Customer Relationship Management CRM.

This study aims to calculate Customer Lifetime Value CLV , in B2B company in Indonesia, specifically machinery and equipment manufacturing industry. Customers are segmented based on Recency, Frequency, and Monetary RFM variables and grouped using K means method. Relational Database Management System is used to obtain information related to RFM variables using Microsoft Access. Weighted RFM are used to calculate CLV using Analytical Hierarchy Process AHP.

The result of grouping B2B company rsquo s customers is 5 clusters, where cluster 2 has the most loyal customers and cluster 4 has the most valueless customers based on CLV. The CLV analysis result for each cluster become the basis for proposing strategies for B2B company not only in order to retain their customers but also enhancing a good relationship to the customers to expand continues purchase in the future. "

"Globalisasi pasar telah menghadirkan banyak tantangan bagi para pengusaha sehingga persaingan tidak hanya terjadi di pasar domestik tetapi telah merambah lingkup internasional. Fakta tersebut telah mendorong perkembangan ilmu pemasaran dalam mengarahkan strategi perusahaan ke strategi orientasi pasar, baik yang bersifat responsif maupun proaktif. Minimnya studi tentang orientasi pasar pada UMKM yang mana merupakan salah satu sumber penyokong perekonomian negara, mendorong peneliti untuk mengetahui pengaruh orientasi pasar pada UMKM Kerajinan di Yogyakarta. Penelitian ini dilakukan pada bulan Februari hingga Juni 2013. Teknik analisis menggunakan metode SEM dengan menyertakan turbulensi lingkungan sebagai variabel moderasi. Kesimpulan yang diperoleh dari penelitian ini adalah bahwa UMKM Kerajinan di Yogyakarta masih memiliki pemahaman yang kurang akan orientasi pasar. Sebagai akibatnya, performa inovasi produk UMKM Kerajinan di Yogyakarta masih belum mencapai hasil yang baik.

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Market globalization has presented many challenges for entrepreneurs so that competition occurs not only in domestic market but also has penetrated the international sphere. This fact has encouraged the development of marketing in the company's strategy to market orientation strategy, whether responsive or proactive market orientation. Few studies on market orientation in SMEs which is one source of the country's economy advocates, encouraged researcher to determine the impact of market orientation on SMEs of Craft industry in Yogyakarta. This study began on February until June 2013. Data analysis technique used was SEM method and included environmental turbulence as moderating variable. Conclusion of this research is that SMEs of Craft industry in Yogyakarta are still lack of understanding about market orientation. As the consequences, the product innovation performance of SMEs of Craft industry in Yogyakarta is not well-achieved yet."

"ABSTRAKPenelitian ini bertujuan untuk meneliti hubungan kepuasan berpacaran dengan kebahagiaan subyektif dimoderatori oleh keinginan untuk menikah pada individu dewasa muda yang berpacaran berbeda agama. Partisipan dalam penelitian ini sebanyak 145 orang. Penelitian ini menggunakan alat ukur yaitu Relationship Assessment Scale RAS , Scale of Positive and Negative Experience SPANE , dan Satisfaction with Life Scale SWLS . Analisis data dilakukan menggunakan moderasi model satu yang dikemukakan oleh Hayes. Hasil dalam penelitian ini menunjukkan bahwa terdapat interaksi antara keinginan untuk menikah dalam hubungan kepuasan berpacaran dan kebahagiaan subyektif pada individu dewasa muda yang menjalani hubungan berpacaran berbeda agama c = 0,047; t = 2,674; sig. = 0,008 .

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ABSTRACT

This study aims to examine the correlation between relationship satisfaction and subjective well being moderated by willingness to marry among young adults in deferent religion relationship. Partisipants in this study is 145 persons. Measurement in this study using Relationship Assessment Scale RAS , Scale of Positive and Negative Experience SPANE , and Satisfaction with Life Scale SWLS . Data analysis using moderated model one which proposed by Hayes. The result of this study indicates that there is an interaction between the willingness to marry in the relationship of relationship satisfaction and subjective well being in young adults in deferent religion relationship c 0,047 t 2,674 sig. 0,008 ."

"Penggunaan celebrity endorsement dalam strategi pemasaran sebuah produk sedang marak digunakan. Mulai dari selebriti asal Korea Selatan yang sedang naik daun sampai selebriti yang dikenal melalui platform internet dipilih oleh brand sebagai salah satu alat untuk memasarkan produk mereka. Fenomena ini pun semakin berkembang sehingga studi dan penelitian mengenai hal tersebut semakin banyak dilakukan. Melalui literatur-literatur yang dihasilkan oleh para peneliti sebelumnya, celebrity endorsement ini dikaitkan dengan berbagai konsep pemasaran lainnya, salah satunya minat beli. Makalah ini bertujuan untuk menjelaskan bagaimana penggunaan celebrity endorser atau celebrity endorsement dapat mempengaruhi intensi seseorang untuk membeli suatu produk tertentu dengan melakukan kajian pada beberapa literatur yang telah melakukan penelitian terhadap fenomena tersebut. Hasil dari kajian yang dilakukan adalah ditemukannya dua cara yang mampu menghubungkan dan mempengaruhi celebrity endorsement terhadap minat beli, yaitu kredibilitas dan parasocial relationship. Dua hal tersebut juga dapat saling mempengaruhi satu sama lain dalam menghubungkan celebrity endorsement dan minat beli.

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The use of celebrity endorsements in the marketing strategy of a product that is being widely used. Starting from celebrities from South Korea who are on the rise to celebrities who are known through internet platforms chosen by brands as one of the tools to market their products. This phenomenon is also growing so that more and more studies and research on this matter are carried out. Through the literature produced by previous researchers, celebrity endorsement is associated with various other marketing concepts, one of which is purchase intention. This paper aims to explain how the use of a celebrity endorser or celebrity endorsement can influence a person's intention to buy a particular product by conducting a study of some of the literature that has conducted research on this phenomenon. The results of the study conducted are the discovery of two ways that are able to connect and influence celebrity endorsements on purchase intention, namely credibility and parasocial relationships. These two things can also influence each other in linking celebrity endorsement and purchase intention."