WIDYATAMA NATIONAL SEMINAR

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Browsing WIDYATAMA NATIONAL SEMINAR by Author "Ariyanti, Maya"

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    MANAJEMEN HUBUNGAN PELANGGAN MELALUI MANAJEMEN PENGETAHUAN DALAM MENINGKATKAN LOYALITAS PELANGGAN
    (Seminar Nasional Knowledge Management 2006, ITB dan Universitas Widyatama, 2006-08-05) Ariyanti, Maya
    In several industrial sectors, Indonesia faces fierce competitive situation. To be surviving, th e firm must have a strategy that can make customers loyal. Customer will be loyal to the firm ifthe firm can satisfy their needs and wants. One of the firm strategies to win the competition is customer relationship management (CRJvf). The CRJvf can be done by developing customer insight, use ofthe technology, customer contact, personalizing customer interaction, achieving superior customer experience. CRM can be running well if the firm has data, information and knOYl'ledge. Knowledge about customer does not always in explicit knowledge form but also in tacit knolVledge. The jirm must be managing knowledge especially about customer. When the firm has good knowledge about her customers, she can fulfill their needs and wants. Ifthe customers are satisfied, they will be loyal to the firm.