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ITS » Master Theses » Manajemen Teknologi Informasi-S2 MMT
Posted by aprill@is.its.ac.id at 20/01/2015 18:19:41  •  1228 Views


CUSTOMER RELATIONSHIP MANAGEMENT DALAM ORGANISASI NON-PROFIT STUDI KASUS MSI SURABAYA

CUSTOMER RELATIONSHIP MANAGEMENT IN NON-PROFIT ORGANIZATION CASE STUDY MSI SURABAYA

Author :
PURBA, EVAN IRIANOV  ( 9110205311 )




ABSTRAK

Di era informasi perusahaan-perusahaan dari seluruh skala perlu mempraktekkan Customer Relationship Management CRM untuk meningkatkan Competitive edge. CRM telah membawa pertumbuhan dan sustainabilitas ke perusahaan-perusahaan yang telah sukses mengimplementasikan CRM dalam bisnis mereka. Komponen utama dan dasar dari CRM adalah Pelanggan Hubungan dan Manajemen. Organisasi tidak mampu mengontrol pelanggan tetapi tujuan dalam bisnis adalah membangun hubungan yang kuat dengan pelanggan yang beragam dan unik. Tulisan ini menyarankan ide dan konsep penerapan CRM dalam organisasi non-profit dan bagaimana CRM didesain menurut kebutuhan sistem dalam gereja. Studi kasus penelitian ini adalah Gereja Morning Star Indonesia MSI Surabaya sebuah gereja non-denominasi yang memiliki visi Honor GOD and make disciples.


ABSTRACT

In todays environment companies of all sizes need to practice Customer Relationship Management CRM to gain a competitive edge. In fact CRM has brought growth and sustainability to companies thats been successfully implementing CRM in their business. It is not difficult to find successful business that implement CRM in their organization. An E-commerce company i.e. Amazon.com .Inc -- which is profit oriented -- gives unique experience to satisfy their customers by treating every customer individually and uniquely with their system. There are few literatures that discuss of how non-profit organization could implement CRM in their business. Unlike the profit-oriented organizations non-profit ones do their business without focusing on monetary profit. Their goal is to share their ideas to public so public will be able to get their ideas and could adopt their ideas. Church beside the other house of worships is one of the most top groups of non-profit organizations in the number of independent and or autonomous units in the world. This case study offers us the idea and concept of implementing CRM in Church as non-profit organization and how would the CRM be designed to facilitate the needs and requirements in the Church. It also invites us to go back to the basic idea of CRM Relationship with customer.



Keywordscustomer relationship management; CRM; non-profit; organization; customer; relationship; management; behavior; church
 
Subject:  HUBUNGAN MANAJEMEN PELANGGAN; NON-LABA-ORGANISASI
Contributor
  1. FEBRILIYAN SAMOPA, S.KOM., M.KOM., DR.ENG.
Date Create: 04/11/2013
Type: Text
Format: pdf
Language: Indonesian
Identifier: ITS-Master-91103150001212
Collection ID: 91103150001212
Call Number: RTMT 658.812 Pur c


Source
Master Theses of Magister Management Technology, RTMT 658.812 Pur c, 2014

Coverage
ITS Community

Rights
Copyright @2015 by ITS Library. This publication is protected by copyright and per obtained from the ITS Library prior to any prohibited reproduction, storage in a re transmission in any form or by any means, electronic, mechanical, photocopying, reco For information regarding permission(s), write to ITS Library




[ Download - Open Access ]

  1.  ITS-Master-35607-9110205311-Abstract_id.pdf - 250 KB
  2.  ITS-Master-35607-9110205311-Abstract_en.pdf - 236 KB
  3.  ITS-Master-35607-9110205311-Conclusion.pdf - 224 KB




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