Afi, Maria Dwi (2019) Studi Naratif tentang Costumer Relationship Management di Favehotel Malioboro. S1 thesis, UAJY.

Abstract

This study aims to find out how customer relationship management is carried out to achieve
company goals. The results of the study show that the customer relationship management pattern
used is ego-centric, which is centered on marketing actors at this institution, namely the sales
marketing manager and assistant sales manager. Customers of this institution are categorized into 4
types: corporate, government, travel agents, educational institutions. In managing the customer, the
two actors are supported by "sales" under the Management of Archipelago. Marketing actors
collaborate with each other in conducting CRM starting from planning, creation, coordination and
maintenance to achieve hotel revenue targets. Referring to the concept studied, the theory used in
this study is customer relationship management, which refers to the thought of Sin et al (2005). This
research was conducted using qualitative methods, especially with a narrative approach. Primary
data is collected using interview and observation techniques, which are supported by documentation
techniques to collect secondary data.

Item Type:	Thesis (S1)
Uncontrolled Keywords:	customer relationship management, sales, revenue, ego-centric
Subjects:	Sosiologi > Business
Divisions:	Fakultas ISIP > Sosiologi
Depositing User:	Editor UAJY
Date Deposited:	21 Jun 2019 02:16
Last Modified:	21 Jun 2019 02:16
URI:	https://repository.uajy.ac.id/id/eprint/19087

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