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PERSEPTIF: Jurnal Ilmu Sosial dan Humaniora
Published by Lembaga Penelitian dan Pendidikan (LPP) Kalibra
ISSN : -     EISSN : 30259452     DOI : https://doi.org/10.70716/perseptif
Core Subject : Religion, Economy, Humanities, Education, Art, Social,
Religion Arts Humanities Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Other
PERSEPTIF: Jurnal Ilmu Sosial dan Humaniora is an academic journal published by Lembaga Penelitian dan Pendidikan (LPP) Kalibra. The journal publishes original research that engages diverse concepts, theories, perspectives, paradigms, and methodologies within the fields of Social Sciences and Humanities. PERSEPTIF addresses a wide range of topics in Social Sciences and Humanities that align with the Sustainable Development Goals. The scope includes, but is not limited to, anthropology, sociology, psychology, history, linguistics and literature, philosophy, visual arts, archaeology, ethnology, cultural studies, gender studies, social economics, political science, human geography, education, communication studies, and other related fields. All submitted manuscripts undergo a peer review process using a double blind review system.
Arjuna Subject : Ilmu Sosial - Ilmu Sosial (Lain-Lain)
Articles 101 Documents
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Penerapan CRM dalam Era Transformasi Marketing dan PR Digital: Studi Kasus Halodoc Mashitha Trisha Hellena; Bekti Istiyanto; Yudie Aprianto
PERSEPTIF: Jurnal Ilmu Sosial dan Humaniora Vol. 4 No. 4 (2026): PERSEPTIF: Jurnal Ilmu Sosial dan Humaniora
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Kalibra

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70716/perseptif.v4i4.892

Abstract

Communication strategies play a key role in the marketing process, particularly in the digital age. Changes in the era and times bring about changes within society. This study aims to identify and examine the application of CRM through the transformation of marketing and Public Relations (PR) in the digital age, focusing on a case study of Halodoc’s communication strategy. Furthermore, its primary objective is to analyse the quality and services offered by the Halodoc app as a pioneer of telemedicine in Indonesia. This study utilises concepts from Customer Relationship Management (CRM) theory. Employing a qualitative approach and case study methodology, data were collected through in-depth interviews, media monitoring and documentary analysis, supported by online observation. The findings of this study have contributed to the strengthening of Customer Relationship Management (CRM) theory within the healthcare sector. In this regard, Halodoc has facilitated the digital transformation of healthcare services in a straightforward and flexible manner, supported by Data Protection Standard Operating Procedures (SOPs). Data analysis in this study was conducted using NVivo to formulate adaptive and structured communication strategies. This research confirms that the digital era has had a significant impact on the transformation of marketing and public relations processes within the healthcare industry, and that CRM plays a key role in fostering sustainable relationships with customers.

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