[Laporan Magang] - Efektivitas Customer Relationship Management di PT. Telkom Indonesia Tbk, Area Kranji

Telaumbanua, Novarni Sarly (2023) [Laporan Magang] - Efektivitas Customer Relationship Management di PT. Telkom Indonesia Tbk, Area Kranji. STIE Tri Bhakti.

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Abstract

This study discusses the effectiveness of Customer Relationship Management (CRM) and how to deal with customer complaints at PT Telkom Indonesian Tbk Area Kranji. The methods used include literature research, interviews with related parties, and observations of customer complaints and customer retention rates. In addressing the problem of Customer Relationship Management (CRM) effectiveness, PT Telkom Indonesian Tbk Area Kranji needs to improve communication with customers, handle complaints quickly, personalize services, provide training to employees, and optimize bonds, trust, empathy, and reciprocity. To deal with customer complaints, PT Telkom Indonesian Tbk Area Kranji needs to form a special team that is responsive and has adequate knowledge. Recommended solutions include improving customer service, product and service quality, transparent communication, and effective complaint handling. Monitoring and evaluation are also important to ensure the successful implementation of the Customer Relationship Management (CRM) strategy. By adopting the suggested solutions, it is expected that PT Telkom Indonesian Tbk Area Kranji can improve Customer Relationship Management (CRM) effectiveness, customer retention and customer satisfaction

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