Dampak Strategi CRM dan CRM Sosial Terhadap Loyalitas Pelanggan

Abstract

Background: Nowadays competition in most of business sectors are becoming stiffer, mainly in entering the ASEAN Economics Community at the end of 2015. To cope with the situation, a company should maintain the relationship with its customers, so they will not leave the company’s products and services—on the other words a company should perform a customer loyalty. One way in generating customer loyalty is to apply the Customer Relationship Management (CRM). Lately, CRM has been developed into a system or application software, and moreover it is developed by utilizing the social media—known as Social CRM. Research Method: This study is using a library research; it is intended to explore the previous studies on the influence of CRM strategy on customer loyalty. In addition it will also traced the study of the Social CRM impact on customer loyalty. Result: The pupose of the study is to build a theoretical framework to be translated into a research model for performing futher research