Analysis of the Implementation of Customer Relationship Management (CRM) at PT. Milenial Agri Nusantara
Abstract
This research aims to analyze the implementation of Customer Relationship Management (CRM) at PT. Milenial Agri Nusantara. The company operates in the buying and selling of coffee beans for both domestic and international purposes. The research was conducted directly at PT. Millennial Agri Nusantara and the method used by the author to obtain respondents was through saturation sampling, which involves taking all available samples. The analysis in this research involves direct observation at PT. Milenial Agri Nusantara and interviews with respondents who are frequently involved in direct consumer interaction, namely the sales marketing team of PT. Millennial Agri Nusantara. Based on the observations and interviews, PT. Milenial Agri Nusantara applies Customer Relationship Management (CRM) using bonding, trust, empathy, and reciprocity methods, which can enhance customer loyalty. The implementation of Customer Relationship Management (CRM) can provide benefits for both the company and its customers, making it crucial for the company to maintain a good relationship with its customers.
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References
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Manap, A. (2016). Revolusi Manajemen Pemasaran. Penerbit Mitra Wacana Media.
Rahmat, A., Suharyono, & Priambada, S. (2018). Pengaruh Customer Relationship Management Terhadap Kepuasan Pelanggan (Survey pada Pelanggan Service Kendaraan AUTO2000 Kediri Suharmadji). Jurnal Administrasi Bisnis (JAB), 64(1), 153–160.
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Rosyid, M. A. ., Muawanah, M., & Zuana, M. M. M. . (2023). The Influence of Halal Labels and Electronic Word of Mouth (E-WOM) on Purchase Decisions of Food and Beverage Products on the Shopee Online Site. Majapahit Journal of Islamic Finance and Management, 3(1), 15-31. https://doi.org/10.31538/mjifm.v3i1.34
Sugiyono. (2017). Metode Penelitian Kalitatif, Kuantitatif dan R&D. Penerbit Alfabeta.
Supartini, R. (2022). Analisis Implementasi Customer Relationship Management (CRM) Pada Aplikasi Candil. 4, 101–117. https://doi.org/10.24036/ib.v4i1.367
Sutisna. (2003). Perilaku Konsumen dan Komunikasi Pemasaran. PT Remaja Rosdakarya.
Toha, M., & Supriyanto, S. (2023). Factors Influencing The Consumer Research Process: Market Target, Purchasing Behavior and Market Demand (Literature Review Of Consumer Behavior). Danadyaksa: Post Modern Economy Journal, 1(1), 1–17. Retrieved from https://e-journal.bustanul-ulum.id/index.php/danadyaksa/article/view/5
Tjiptono, F. (2019). Manajemen Pemasaran. Penerbit ANDI.
Warsela, M., Wahyudi, A. D., & Sulistiyawati, A. (2021). Penerapan Customer Relationship Management Untuk Mendukung Marketing Credit Executive (Studi Kasus: PT FIF Group). 2(2), 78–87.
Baskara, A., & Pranaditya, A. (2022). Customer Experience and Customer Engagement in Relationship with Customer Loyalty During Black Swan Events Covid-19. Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE), 5(2), 481-495. https://doi.org/10.31538/iijse.v5i2.2063
Buchari, A. (2016). Manajemen Pemasaran dan Pemasaran Jasa. Penerbit Alfabeta.
Kanuk, S. (2008). Perilaku Konsumen. Penerbit Indeks.
Kotler dan Keller. (2016). Manajemen Pemasaran. PT Indeks.
Kumalasari, V. (2013). Analisis Penerapan Customer Relationship Management Studi Kasus Pada Gkmi Anugerah Rayon Kembangan. Jurnal Ilmiah Manajemen Bisnis, 13, 11–22.
Kurniawan, F., Febrian, E., & Wibisono, A. (2022). Influence of Rivalry Merger, Bank Financial Health Rating, and Customer Loyalty to the Competitive Advantage. Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE), 5(1), 276-299. https://doi.org/10.31538/iijse.v5i1.1720
Liawatimena, S., Arifianto, T., Saliu, Y., & Salim, H. A. (2002). Analisis Customer Relationship Management terhadap Kepuasan Pasien Pusat Jantung Nasional Harapan Kita. The Winners, 3(1), 56. https://doi.org/10.21512/tw.v3i1.3832
Manap, A. (2016). Revolusi Manajemen Pemasaran. Penerbit Mitra Wacana Media.
Rahmat, A., Suharyono, & Priambada, S. (2018). Pengaruh Customer Relationship Management Terhadap Kepuasan Pelanggan (Survey pada Pelanggan Service Kendaraan AUTO2000 Kediri Suharmadji). Jurnal Administrasi Bisnis (JAB), 64(1), 153–160.
Rangkuti, F. (2002). Measuring Customer Satisfaction. PT Gramedia Pustaka Utama.
Rosad, S. (2015). Manajemen Pemasaran. Penerbit In Media.
Rosyid, M. A. ., Muawanah, M., & Zuana, M. M. M. . (2023). The Influence of Halal Labels and Electronic Word of Mouth (E-WOM) on Purchase Decisions of Food and Beverage Products on the Shopee Online Site. Majapahit Journal of Islamic Finance and Management, 3(1), 15-31. https://doi.org/10.31538/mjifm.v3i1.34
Sugiyono. (2017). Metode Penelitian Kalitatif, Kuantitatif dan R&D. Penerbit Alfabeta.
Supartini, R. (2022). Analisis Implementasi Customer Relationship Management (CRM) Pada Aplikasi Candil. 4, 101–117. https://doi.org/10.24036/ib.v4i1.367
Sutisna. (2003). Perilaku Konsumen dan Komunikasi Pemasaran. PT Remaja Rosdakarya.
Toha, M., & Supriyanto, S. (2023). Factors Influencing The Consumer Research Process: Market Target, Purchasing Behavior and Market Demand (Literature Review Of Consumer Behavior). Danadyaksa: Post Modern Economy Journal, 1(1), 1–17. Retrieved from https://e-journal.bustanul-ulum.id/index.php/danadyaksa/article/view/5
Tjiptono, F. (2019). Manajemen Pemasaran. Penerbit ANDI.
Warsela, M., Wahyudi, A. D., & Sulistiyawati, A. (2021). Penerapan Customer Relationship Management Untuk Mendukung Marketing Credit Executive (Studi Kasus: PT FIF Group). 2(2), 78–87.
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