Respati, Nadiya (2003) Implementasi customer relationship management untuk memperbaiki proses penjualan di suatu bank asing. Masters thesis, Widya Mandala Catholic University Surabaya.
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Abstract
The purpose of this research is to analyze the difficulties in serving customers regarding the wide variety of products and facilities offered by a leading foreign Bank in Surabaya, and to identify the contribution of Customer Relationship Management (CRM) as a concept to develop further planning strategies. This research uses grounded theory approach as the methodology by conducting a participant observation supported by in-depth interviewing and collecting complaint data. Theoretical sampling is used to analyze the data involving a coding process to find concepts and categories to build a theoretical framework connecting the categories developed during the coding process, and capture the difficulties sought in the analysis. It is shown that bankers at the object institution lack real-time updated information on customer history and marketing program conducted. The imperatives are to do the most proper service and profitable selling process. Relationship-banking concept adopted by the bank concerning the result found is compared with CRM and shown the what-to-do next in order to improve the selling process without the implementation of any new technology.
| Item Type: | Thesis (Masters) |
|---|---|
| Department: | ["eprint_fieldopt_department_Graduate School" not defined] |
| Uncontrolled Keywords: | Customer relationship management, relationship banking, customer complaints |
| Subjects: | Business Business > Strategic Management |
| Divisions: | Graduate School > Master Program in Management |
| Depositing User: | Sri Kusuma Dewi |
| Date Deposited: | 01 Jun 2015 08:12 |
| Last Modified: | 01 Jun 2015 08:12 |
| URI: | https://repository.ukwms.ac.id/id/eprint/2266 |
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