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All Journal Ilomata International Journal of Management Jurnal Ekonomi Manajemen Dan Bisnis (JEMB)
Fhertyna Apriyanti
STIE Pembangunan Tanjungpinang
Economics, Econometrics & Finance Social Sciences

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PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) UPAYA UNTUK MENINGKATKAN LOYALITAS PELANGGAN Satrio Bimo Syahputro; Tara Chairunnisya; Fhertyna Apriyanti; Jefri Akbar; Haposan Marpaung
Jurnal Ekonomi Manajemen Dan Bisnis (JEMB) Vol. 1 No. 2 (2023): November
Publisher : Publikasi Inspirasi Indonesia

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Abstract

Penelitian ini membahas implementasi Customer Relationship Management (CRM) di Trans Studio Garden Tanjungpinang, destinasi wisata yang berfokus pada membangun hubungan yang kuat dengan pelanggan. Metode penelitian menggunakan pendekatan kualitatif deskriptif dengan teknik pengumpulan data melibatkan observasi, wawancara, dan dokumentasi di lokasi penelitian. Hasil penelitian menunjukkan bahwa Trans Studio Garden menerapkan tiga tingkatan CRM, yaitu strategis, operasional, dan analitis. Dampak dari implementasi CRM mencakup pemanfaatan database pelanggan, segmentasi pelanggan, penggunaan aplikasi online, dan peningkatan penjualan dan pemasaran. Program CRM di Trans Studio Garden berhasil meningkatkan loyalitas pelanggan dengan memberikan pelayanan yang lebih personal dan penawaran khusus. Oleh karena itu, penerapan CRM di destinasi ini memiliki dampak positif terhadap hubungan dengan pelanggan dan pertumbuhan bisnis.
Implementing Human Resource Strategy in Trans Studio Garden Tanjungpinang Satriadi; Tara Chairunnisya; Fery Prayoga Saputra; Fhertyna Apriyanti; Irmawati
Ilomata International Journal of Management Vol. 5 No. 2 (2024): April 2024
Publisher : Yayasan Sinergi Kawula Muda

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61194/ijjm.v5i2.1167

Abstract

Human resources are individuals who have structured abilities from a combination of thinking skills and physical abilities in an organization. Based on the results of brief interviews with several employees, the majority of employees said they felt less confident when serving visitors, this was due to a lack of coaching or training in communicating and operating rides on an ongoing basis. The objective of this study to description implications of human resource strategies at Trans Studio Garden Tanjungpinang. The research method uses a qualitative approach. This research used the purposive sampling method obtained 5 informants. The data analyzedby using triangulation. The results of this study indicate that Trans Studio Garden Tanjungpinang, in its human resource management strategy, provides training to all employees every 3 months to increase work experience and expertise in serving visitors. The suggestions in this study that companies can carry out training, especially related to public speaking to employees, this aims to improve employee communication skills for the better.
Co-Authors Fery Prayoga Saputra Haposan Marpaung Irmawati Jefri Akbar Satriadi Satrio Bimo Syahputro Tara Chairunnisya