Implementasi Customer Relationship Management Dalam Meningkatkan Keunggulan Bersaing Perguruan Tinggi

Tanuwijaya, Haryanto (2012) Implementasi Customer Relationship Management Dalam Meningkatkan Keunggulan Bersaing Perguruan Tinggi. In: Seminar Nasional Sistem & Teknologi Informasi (SNASTI) 2012, 04 Oktober 2012, Surabaya.

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Abstract

Today the competition between universities in recruiting new students is increasing. Therefor, every college should be able to create a competitive advantage through improved quality of service to customers that have an impact on increasing customer satisfaction and loyalty. To meet the quality of service to customers, universities utilize information technology systems to perform customer management and institutions called Customer Relationship Management. Customer Relationship Management is a business strategy to select and manage relationships with customers in order to optimize the company's corporate values in the long run. Customer Relationship Management includes interaction in all aspects of the company the customer life cycle ranging from sales, acquisition, fulfillment, to retention. Although it is not easy, but Customer Relationship Management is appropriate and necessary for the college implemented a strategy of competitive advantage in order to win the competition.

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