Implementasi CRM (Customer Relationship Management) Di Perpustakaan Daerah Medan

Authors

  • Eva Soraya Universitas Islam Negeri Sumatera Utara
  • Hasan Sazali Universitas Islam Negeri Sumatera Utara

DOI:

https://doi.org/10.18592/pk.v11i1.9620

Keywords:

customer relationship management, implementation, medan regional library

Abstract

Customer Relationship Management (CRM) is a management approach that places customers in a process and implementation of the company's marketing strategy. The focus of CRM is Medan City library customers. What is needed by library customers, how to get used to them, and how a library can maintain good relations with library users, all collected in a CRM that provides satisfaction for users and in the end everything is able to tailor and maintain a users’ library. The approach used in this study is a qualitative approach that is descriptive in nature, the data sources of this research are secondary and primary. The data collection technique used is interview, the data analysis technique is descriptive analysis, namely a method that describes research results by examining data obtained from companies and then compared with various theories that support research problems. Based on the results of the research conducted, the conclusion is that the form of CRM (Customer Relationship Management) implementation in increasing and retaining library customers is in accordance with the theory put forward by Lukas (2001) that there are three dimensions, namely the dimensions of people, processes and technology that have been implemented properly. well then the two fundamental elements of customer loyalty have also been implemented and run well by the Medan Regional Library.

Author Biography

Eva Soraya, Universitas Islam Negeri Sumatera Utara

Program Studi Perpustakaan dan Sains Informasi

References

Agung, N., & Ardhoyo, Wardjito Syakila, R. N. (2021). Penerapan Customer Relationship Management pada Crematology Coffee Roasters Saat Pandemi Covid-19. Journal Cyber PR, 1(1), 1–10.

Attas, A. (2019). PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP LOYALITAS PELANGGAN (studi kasus bank BNI cabang palopo). Jurnal Manajemen STIE Muhammadiyah Palopo, 4(1), 1–4. https://doi.org/10.35906/jm001.v4i1.296

Bartlett, J. L. (2011). Public Relations and Corporate Social Responsibility. In The Handbook of Communication and Corporate Social Responsibility (pp. 67–86). https://doi.org/10.1002/9781118083246.ch4

Blasius Sudarsono. (2009). Literasi Informasi (Information Literacy): Pengantar Untuk Perpustakaan Sekolah. Perpustakaan Nasional RI.

Dyantina Ovi, Afrina Mira, I. A. (2012). Penerapan Aplikasi CRM (Customer Relationship Management) Berbasis Web Dalam Bidang Jasa," 2009. [Online]. Jurnal Sistem Informasi (JSI), 4, No. 2(2), 516–529.

Hijriani, A., & Maulana, F. A. (2019). Implementasi Customer Relationship Management ( CRM ) Pada Usaha Mikro Bidang Retail Studi Kasus CV Duta Square Bandar Lampung. Prosiding Seminar Nasional Sains, Matematika, Informatika Dan Aplikasinya., 5(1), 84–94.

Holland, H. (2016). 14 Customer Relationship Management. Dialogmarketing, 2(1), 283–313. https://doi.org/10.15358/9783800653140-283

Kurniawan et al. (2016). Implementasi Customer Relationship Management Pada Penjualan Di Koperasi Mawar Garawangi. 10(2), 1–9.

Manurung, N. A., & Nugroho, A. (2018). Implementasi Customer Relationship Management Di Usaha Mikro Kecil Dan Menengah Bidang Otomotif. Jurnal Terapan Abdimas, 3(2), 97. https://doi.org/10.25273/jta.v3i2.2795

Pelanggan, N., & Astuti, N. (2018). ANALISIS PENGARUH HUBUNGAN PERUSAHAAN DI TAMAN WISATA AIR. 5(2).

Pt, P., & Laju, K. (2014). Interactive Customer Relationship Management Untuk Meningkatkan Hubungan Pelanggan. Interactive Customer Relationship Management Untuk Meningkatkan Hubungan Pelanggan Pada PT. Kencana Laju Mandiri, 1–7.

Rahayu, E., Kifti, W. M., & Rohminatin, R. (2022). Analisis Implementasi Customer Relationship Management Pada Safira Bakery. Journal of Science and Social Research, 5(1), 37. https://doi.org/10.54314/jssr.v5i1.812

Viona, I. D., Batubara, A. K., & Purwaningtyas, F. (2021). Analisis Keterampilan Literasi Informasi Siswa SMK Swasta Al-Washliyah 2 Perdagangan. 145.

Yahya W, Y. (2015). Penerapan CRM (Customer Relationship Management) Pada Perusahaan Dagang. Jurnal Penjualan Motor, 1(Bisnis Intelejen), 1–14.

Downloads

Published

2023-06-17

How to Cite

Soraya, E., & Sazali, H. (2023). Implementasi CRM (Customer Relationship Management) Di Perpustakaan Daerah Medan. Pustaka Karya : Jurnal Ilmiah Ilmu Perpustakaan Dan Informasi, 11(1), 23–33. https://doi.org/10.18592/pk.v11i1.9620

Issue

Vol. 11 No. 1: Juni 2023

Section

Articles

License

Copyright (c) Author (s)


Pustaka Karya: Jurnal Ilmiah Ilmu Perpustakaan dan Informasi is licensed under a Creative Commons Attribution 4.0 International License.

  • Articles published in Pustaka Karya are licensed under a Creative Commons Attribution 4.0 International License. You are free to copy, transform, or redistribute articles for any lawful purpose in any medium, provided you give appropriate credit to the original author(s) and Pustaka Karya.
  • Copyright on articles is retained by the respective author(s), without restrictions. A non-exclusive license is granted to Pustaka Karya to publish the article and identify itself as its original publisher, along with the commercial right to include the article in a hardcopy issue for sale to libraries and individuals.
  • By publishing in Pustaka Karya, authors grant any third party the right to use their article to the extent provided by the Creative Commons Attribution 4.0 International license.