Customer Loyalty and Customer Relationship Management

Nurainun

2019

Abstract

This is a conceptual article that aims to explore the role of customer loyalty in customer relationship management. Satisfaction is the beginning of loyalty that must be managed by the company. Because satisfaction provides a positive experience that will lead to loyalty. Loyal customers will be of value to the company (in terms of profit). Customer relationship management is an important concept in modern marketing today. The concept of CRM includes all aspects of acquiring, keeping and growing customers. Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand the company's customers, so that it can be used as an integrated approach used to manage customer relationships and focus on customer retention and relationship development so that it becomes a long-term relationship. Therefore, this concept can bridge the marketing strategy and information technology that aims to capture customer value.

Paper Citation

in Harvard Style

Nurainun. (2019). Customer Loyalty and Customer Relationship Management. In Proceedings of the 20th Malaysia Indonesia International Conference on Economics, Management and Accounting - Volume 1: MIICEMA, ISBN 978-989-758-582-1, pages 539-546. DOI: 10.5220/0010520300002900

in Bibtex Style

@conference{miicema19,
author={Nurainun},
title={Customer Loyalty and Customer Relationship Management},
booktitle={Proceedings of the 20th Malaysia Indonesia International Conference on Economics, Management and Accounting - Volume 1: MIICEMA,},
year={2019},
pages={539-546},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010520300002900},
isbn={978-989-758-582-1},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 20th Malaysia Indonesia International Conference on Economics, Management and Accounting - Volume 1: MIICEMA,
TI - Customer Loyalty and Customer Relationship Management
SN - 978-989-758-582-1
AU - Nurainun.
PY - 2019
SP - 539
EP - 546
DO - 10.5220/0010520300002900