Penerapan Manajemen Hubungan Pelanggan di Aqiqoh Nurul Hayat Surabaya

Abstrak

This research was motivated by the researcher's curiosity about customer service and the methods used by the Surabaya Aqiqah Nurul Hayat Foundation for customer relationship management to retain customers, so that it is still the first pioneer in aqiqah services in Indonesia. In serving customers and retaining customers, the Aqiqah Nurul Hayat Foundation implements customer relationship management. This research uses a qualitative approach with a qualitative research type. The methods used are interviews, observation and documentation. The results of this research show that the Aqiqah Nurul Hayat Foundation applies customer relationship management in managing relationships with customers. The processes carried out include identification, differentiation, customization, information sharing, customer involvement, long-term partnerships, joint problem solving, CRM-based technology and service automation. Apart from that, in this research there are success factors and obstacles in implementing customer relationship management.