Penerapan Metode Crm (Customer Relationshipmanagement) Pada Divisi Pelayanan Teknis Barat Di Pdam Surya Sembada Kota Surabaya

Authors

  • Muhammad Niqey Dzi Qolbin Saliem Universitas Pembangunan Nasional “Veteran” Jawa Timur
  • Enny Aryanny Universitas Pembangunan Nasional “Veteran” Jawa Timur

DOI:

https://doi.org/10.55606/jtmei.v3i1.3258

Keywords:

CRM, Customer satisfaction, service

Abstract

PDAM Surya Sembada Kota Surabaya is a regionally owned water company which operates in the field of production and services for the community. In serving the community, customers often complain that they are dissatisfied with the quality of service in the West Technical Services division. This is because they have not implemented a customer approach system. This research aims to minimize the occurrence of incoming customer complaints. CRM (Customer Relationship Management) is a method that can be used to minimize customer complaints by approaching customers, explaining customer dissatisfaction with services clearly and politely and providing the best solution to resolve the problem. This method creates a solution where customer complaints about service quality are reduced and makes it easier for the field team to find customer addresses.

References

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Sirait, D. P. (2018). PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN ( The Effect of Relationship Management and Service Quality on Customer Satisfaction). Jurnal Digest Marketing, 3(1), 79–85.

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Published

2023-12-27

How to Cite

Muhammad Niqey Dzi Qolbin Saliem, & Enny Aryanny. (2023). Penerapan Metode Crm (Customer Relationshipmanagement) Pada Divisi Pelayanan Teknis Barat Di Pdam Surya Sembada Kota Surabaya. Jurnal Teknik Mesin, Industri, Elektro Dan Informatika, 3(1), 126–135. https://doi.org/10.55606/jtmei.v3i1.3258

Issue

Vol. 3 No. 1 (2024): Maret : JURNAL TEKNIK MESIN, INDUSTRI, ELEKTRO DAN INFORMATIKA

Section

Articles

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Copyright (c) 2023 Jurnal Teknik Mesin, Industri, Elektro dan Informatika

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