Strategi Komunikasi Customer Relationship Management di Vasa Hotel Surabaya. (Customer Relationship Management Communication Strategy at Vasa Hotel Surabaya).

Prayoga, Dhanang Pandu (2023) Strategi Komunikasi Customer Relationship Management di Vasa Hotel Surabaya. (Customer Relationship Management Communication Strategy at Vasa Hotel Surabaya). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Customer Relationship Management is an implementation of a system in the management of a company so that the company or organization runs well, Customer Relationship Management functions as a sender of messages or information to establish good relations with customers as well as possible in order to create customer loyalty. Customer relationship management is a system to help manage the company's relationship with its customers, in order to improve the company's image to customers. Customer Relationship Management includes people, process, technology so that management systems are mutually sustainable and run well, because in carrying out Customer Relationship Management, good management is also needed. Customer relationship management supports a company to help provide good service by using each individual's information to be effective. With the impression created by service companies, customer ratings will be very important to them. Because service companies are very dependent on customers because their company will continue to run if there are customers who use their services. Customers will judge whether the company is good at serving them or not, this will affect whether they will use their services again or not. This study seeks to find out whether the communication patterns of Hotel Vasa Surabaya in the implementation of Customer Relationship Management, for this reason the research method used is qualitative research using the case study method. The research presented regarding how the communication patterns of Hotel Vasa Surabaya in using Customer Relationship Management are based on the results of interviews, observations, and documentation conducted at Hotel Vasa Surabaya. Keywords : Customer Relationship Management, customers, manage, Hotel Vasa Surabaya

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