Penerapan Model Customer Relationship Management di PT.PLN (Persero) Unit Pelaksana Pelayanan Pelanggan Serpong

Saputra, Aldi Ramanda (2023) Penerapan Model Customer Relationship Management di PT.PLN (Persero) Unit Pelaksana Pelayanan Pelanggan Serpong. Diploma (D3) thesis, STIE Tri Bhakti.

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Abstract

Implementation of Customer Relationship Management Model at PT. PLN (Persero) Serpong Customer Service Unit" addresses the problem formulation of how communication is implemented in the Customer Relationship Management model at PT PLN (Persero) UP3 Serpong and how conflict management is applied in the Customer Relationship Management model at PT PLN (Persero) UP3 Serpong. The internship methods used were literature review, interviews, and observations. There are four indicators in the Customer Relationship Management dimension, namely trust, commitment, communication, and conflict handling. PT. PLN (Persero) UP3 Serpong has a series of programs to improve consumer approach through better services, such as implementing communication through promotional activities and applying conflict management between the company and consumers.

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