Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal Medium : Jurnal Ilmiah Fakultas Ilmu Komunikasi
Amalia, Wan Ecika
Unknown Affiliation
Arts Humanities Languange, Linguistic, Communication & Media Social Sciences

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) STRATEGY PT. TELKOM THE RIAU Mainland TELECOMMUNICATION REGION IN MAINTAINING INDIHOME CUSTOMER LOYALTY Zurani, Ikhma; Amalia, Wan Ecika
Medium: Jurnal Ilmiah Fakultas Ilmu Komunikasi Vol 9 No 2 (2021): Medium Jurnal Ilmiah Fakultas Ilmu Komunikasi Universitas Islam Riau
Publisher : Fakultas Ilmu Komunikasi Universitas Islam Riau

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25299/medium.2021.vol9(2).10219

Abstract

Today's technological developments are increasingly diverse, one of which is the emergence of the internet which is one of the essential needs for some people. The competition between internet service providers is becoming more intense. For that a company needs to establish good relationships with customers to create long-term relationships. This study aims to determine the CRM strategy in the customer care unit at PT. Telkom Witel Ridar. The research concept used refers to the IDIC concept (identify, Differentiate, Interact, and Customize) by Peppers and Rogers. This study uses descriptive qualitative research methods with data collection techniques interview, observation, and documentation. The results of this study are in customer management with the concept of CRM IDIC is a form of CRM implementation of PT. Telkom Witel Ridar in managing relationships with customers that combines the communication skills of officers with technology. Starting from customer identification through NCX (New Customer Experience), My CX (Customer Experience), and starclick. Then differentiate customers based on existing customer data. Interact through various intermediary channels or directly. And also trying to modify various services and promos so that they can be tailored to the needs of customers.
Co-Authors Ikhma Zurani