出版社：Institute of Research and Community Outreach - Petra Christian University
摘要：Customer Relationship Management (CRM) is one of the ways to maintain continuous relationship between a company and its stakeholders as well as its shareholder. A lot of companies are using CRM to maintain its relationship with the customers. By using CRM, the companies will be able to find out their customers’ needs and wants so that emotionally they can be involved with each other. This enables them to have a two-way communication. As a result, they will have close and open business relationship which makes the customers, especially, loyal to the companies; and they will not easily change their preference to another product or brand. Abstract in Bahasa Indonesia: Customer Relationship Management (CRM) merupakan salah satu sarana untuk menjalin hubungan yang berkelanjutan antara perusahaan dengan para stakeholder maupun shareholdernya. Saat ini banyak perusahaan yang memanfaatkan Customer Relationship Management (CRM) untuk menjalin hubungan dengan pelanggan. Dengan memanfaatkan CRM, perusahaan akan mengetahui apa yang diharapkan dan diperlukan pelanggannya sehingga akan tercipta ikatan emosional yang mampu menciptakan hubungan bisnis yang erat dan terbuka serta komunikasi dua arah di antara mereka. Dengan demikian kesetiaan pelanggan dapat dipertahankan dan tidak mudah berpindah ke lain produk dan merek Kata kunci: customer relationship management, hubungan bisnis, komunikasi, kesetiaan pelanggan.
关键词：customer relationship management, business relationship, communication, customer loyalty
