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All Journal Journal of Economic, Bussines and Accounting (COSTING) JURNAL LENTERA BISNIS Dinasti International Journal of Education Management and Social Science Journal La Bisecoman Jurnal ABDI MERCUSUAR Journal Industrial Engineering and Management (JUST-ME) Journal of Engineering Science and Technology Management Jurnal Pengabdian Masyarakat dan Riset Pendidikan
M. Zai, Yovita Yulia
Universitas Mercubaktijaya
Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Mathematics Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Customer Relationship Management (CRM) Analysis in Customer Retention Haryanto, Rudy; M. Zai, Yovita Yulia; Nampira, Ardi Azhar; Yuliana, Ana; Desembrianita, Eva
Dinasti International Journal of Education Management And Social Science Vol. 6 No. 6 (2025): Dinasti International Journal of Education Management and Social Science (Augus
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v6i6.5461

Abstract

The purpose of this study is to analyze Customer Relationship Management (CRM) in customer retention. This research approach collects data through a literature study, which involves reading literature from various sources including books, reports, articles, and journals through qualitative and deductive approaches. The findings of this study are that Customer Relationship Management (CRM) is an important strategy in increasing customer retention. By utilizing precise segmentation, personalized service, consistent multi-channel interactions, and real-time satisfaction monitoring, CRM helps companies build stronger and more sustainable relationships with customers. Systematic CRM implementation has been proven to increase loyalty, satisfaction, and operational efficiency, as well as reduce marketing costs. Case studies of global companies such as Amazon and Starbucks demonstrate the success of this strategy in encouraging repeat purchases and strengthening emotional bonds with customers. However, CRM implementation also faces challenges such as lack of system integration, poor data quality, internal resistance, limited technical human resource capabilities, and high implementation costs.
Co-Authors Asriwan Guci Ausrianti, Rizka Basnendar Herry Prilosadoso Dewi Maharani Dian Febrida Sari Edyyul, Ilham Akerda Eva Desembrianita Foci, Nia Arfina Hafiza, Siti Nur Iskandar, Habibillah Maidelwita, Yani Muhammad Fatkhurohman Albashori Muluk, Anisa Jasmiarlita Nampira, Ardi Azhar Nia Rifanda Putri Nur, Kherayani Nur, Rahmi M Purwaka Hari Prihanto Refki Riyantori Rini Syahfitri Rini Syahfitri, Rini Riyantori, Refki Rudy Haryanto Salsabila, Syafira Suciana, Sri Suryani, Inang Wanda Laksniyunita Yeni Yuliana, Ana Yusriana Zicho Hamdika