IMPLEMANTION OF CUSTOMER RELATIONSHIP MANAGEMENT FOR PT. NISSAN MOTOR INDONESIA

Abstract

Manage relation with customer is important for company to grow up their business, especially for automotive company such as PT. Nissan Motor Indonesia. The success of company is depending on the ability to manage the relationship with the customer, in competitive business environment companies need to reorganize business processes and change the paradigm in serving customers. To achieve competitive advantage company should have a new paradigm in serving customers with business strategy known as Customer Relationship Management (CRM). The main objective of CRM is to improve the long-term growth and profitability through a better understanding and better service for the customer. CRM itself is not just an application that is used only as a call center or help desk, but also used as a marketing application and as a link (bridge) between the company and each of its customers. With CRM applications, businesses can learn customer service techniques, thus the customer satisfaction can be achieved and the relation between company and customers will be going well.