KOMUNIKASI INTERPERSONAL DALAM CUSTOMER RELATIONSHIP MANAGEMENT
Abstract
Interpersonal Communication is communication between two people. The
interpersonal relationship that exists between business actor and customer is an important
thing to do. In this research is the focus is Interpersonal communication between the
company and the customer who becomes the representative is the sales marketing of the
company. This discussion is included in Customer Relationship Management which is part
of Relationship Marketing.
A quality relationship will result in a sustainable business. Good relationship
between customer and company can be built starting from good communication with
company device. Sales Marketing needs to maintain good relationship with Customer
which is one of Customer Relationship Management strategy in carrying its company
name. PT. Antar Mitra Papua is an object of research located in Jayapura, Papua.
Research that has the subject of Sales Marketing in PT. Between these Papua Partners,
conducted for a month from January to February 2017.
Sales Marketing at PT. Between Partners Papua has 3 divisions according to its
tasks, namely order-getters (Salesman), order-takers (Supporting Pharmacist) and
supporting sales people (Tax administration, Driver, Logistics, Finance and Billing). The
research method used qualitative approach, by using descriptive study model. PT. Antar
Mitra Papua as PBF (Pharmaceutical Great Trader) performs Interpersonal
communication in running CRM strategy. Based on the research findings to get some
conclusion are first, Interpersonal communication by Sales Marketing in PT Antar Mitra
Papua with the customer done in 2 ways that is Face to face and use Media
Communications. Second, the role of Interpersonal communication in the implementation
of CRM is to provide opportunities for companies to get closer to customers.
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