Strategi Sukses Crm Di Perguruan Tinggi Membangun Kepuasan Dan Loyalitas Pelanggan Untuk Pertumbuhan Perguruan Tinggi Berkualitas
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Strategi Sukses Crm Di Perguruan Tinggi Membangun Kepuasan Dan Loyalitas Pelanggan Untuk Pertumbuhan Perguruan Tinggi Berkualitas
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Author : Dr. Eka Prihatin, M.Pd
language : id
Publisher: Indonesia Emas Group
Release Date : 2023-09-27
Strategi Sukses Crm Di Perguruan Tinggi Membangun Kepuasan Dan Loyalitas Pelanggan Untuk Pertumbuhan Perguruan Tinggi Berkualitas written by Dr. Eka Prihatin, M.Pd and has been published by Indonesia Emas Group this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-09-27 with Education categories.
Tata kelola Pendidikan Tinggi memiliki keunikan tersendiri yang berbeda dengan tata Kelola Pendidikan Dasar dan Pendidikan Menengah. Demikian dengan tugas, peran dan kewajibannya bebannya sangat tinggi, langsung teruji dengan keterserapan dalam dunia kerja. Dampak dari keterserapan dalam dunia kerja akan menumbuhkan kepuasan pada berbagai pihak, baik Kastemer, Stakeholder, Governance dan User Pendidikan, semakin tinggi tingkat kepuasan maka semakin tinggi pula kualitas dan keberhasilan dari Perguruan Tinggi, yang mendeskripsikan tata Kelola yang sehat dan unggul. Customer Relationship Management (CRM) merupakan salah satu strategi yang dibahas dalam buku ini. Strategi CRM memiliki efek domino yang akan mempengaruhi manajemen kepemimpinan yang dipilih oleh Perguruan Tinggi, sehingga mampu menghasilkan produk/ jasa Pendidikan yang unik dan berkualitas , sehingga lulusannya memiliki competitive advantage yang diwujudkan secara komprehensif dalam kinerja yang mampu memenangkan persaingan dalam tataran local, nasional maupun global. Keberhasilan strategi CRM akan mewujudkan loyalitas pelanggan Pendidikan, sehingga akan berpengaruh terhadap pertumbuhan kualitas semua aspek yang mempengaruhi tata Kelola Perguruan Tinggi. Dampaknya Perguruan Tinggi mengalami pertumbuhan dan perkembangan yang optimal terus melangkah menjadi yang terbaik, sehingga system yang bentuk menjadi trend dan dinamika Pendidikan Tinggi di Indonesia. Dalam buku ini dibahas tentang dinamika dasar penelolaan Lembaga Pendidikan Perguruan Tinggi sebagai dasar dalam memahami konsep , teori serta gambaran tata Kelola Perguruan Tinggi di Indonesia, yang merupakan refleksi diri dalam memahami mengapa CRM menjadi salah satu strategi unggul dalam tata Kelola Perguruan Tinggi. Bahasan selanjunya adalah berkaitan dengan manajemen kepemimpinan yang diawali dengan trend manajemen, perangkat kepemimpinan , produk jasa dan pemasaran di Perguruan Tinggi, selanjunya berkaitan dengan konsep dasar CRM dan peran CRM dalam meningkatkan kualitas Perguruan Tinggi. Dibahas juga tentang kepuasan dan loyalitas kastemer Pendidikan serta Langkah-langkah membangun strategi CRM yang efektif di Perguruan Tinggi sebagai panduan bagi pembaca sekalian.
Customer Relationship Management
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Author : Judith W. Kincaid
language : en
Publisher: Prentice Hall Professional
Release Date : 2003
Customer Relationship Management written by Judith W. Kincaid and has been published by Prentice Hall Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Business & Economics categories.
An ETHS graduate of 1962 provides a blueprint for customer relationship management in business and technical organizations.
The Handbook Of Customer Satisfaction And Loyalty Measurement
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Author : Nigel Hill
language : en
Publisher: Routledge
Release Date : 2017-03-02
The Handbook Of Customer Satisfaction And Loyalty Measurement written by Nigel Hill and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-03-02 with Business & Economics categories.
Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.
The Service Profit Chain
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Author : James L. Heskett
language : en
Publisher: Simon and Schuster
Release Date : 1997-04-10
The Service Profit Chain written by James L. Heskett and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997-04-10 with Business & Economics categories.
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
Loyalty Rules
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Author : Frederick F. Reichheld
language : en
Publisher: Harvard Business Press
Release Date : 2001
Loyalty Rules written by Frederick F. Reichheld and has been published by Harvard Business Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.
Reichheld draws upon case studies of a variety of businesses including Harley-Davidson, Dell Computer, and Enterprise Rent-A-Car to show how employee and customer loyalty promote financial success. His approach to developing loyalty is based upon six principles of leadership including never profiting at the expense of partners, rewarding the right results, and honest communication. Reichheld is a Bain Fellow and author of The Loyalty Effect. c. Book News Inc.
Secrets Of Customer Relationship Management
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Author : James G. Barnes
language : en
Publisher: McGraw-Hill Companies
Release Date : 2001
Secrets Of Customer Relationship Management written by James G. Barnes and has been published by McGraw-Hill Companies this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.
When executives hear the term "customer relationship management" (CRM), they often break out in a cold sweat amid visions of six- or seven-figure implementations of staggeringly complex systems. But have no fear, you won't stumble over such looming obstacles in James G. Barnes's book. Rather he chooses an old-fashioned approach to CRM: actually building relationships with your customers. Barnes provides a variety of techniques to accomplish this basic task. Some of his suggestions are fresh and inspired, while others will sound pretty familiar to anyone in business. Either way, he documents them with his own thorough research and insightful accounts from other writers. Some readers will miss the nuts-and-bolts technical analysis that has come to define the modern concept of CRM, but getAbstract recommends this book to executives, marketing professionals and customer service managers who want to get back to traditional business values.
Oracle Data Warehousing And Business Intelligence Solutions
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Author : Robert Stackowiak
language : en
Publisher: John Wiley & Sons
Release Date : 2007-01-06
Oracle Data Warehousing And Business Intelligence Solutions written by Robert Stackowiak and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-01-06 with Computers categories.
Up-to-date, comprehensive coverage of the Oracle database and business intelligence tools Written by a team of Oracle insiders, this authoritative book provides you with the most current coverage of the Oracle data warehousing platform as well as the full suite of business intelligence tools. You'll learn how to leverage Oracle features and how those features can be used to provide solutions to a variety of needs and demands. Plus, you'll get valuable tips and insight based on the authors' real-world experiences and their own implementations. Avoid many common pitfalls while learning best practices for: Leveraging Oracle technologies to design, build, and manage data warehouses Integrating specific database and business intelligence solutions from other vendors Using the new suite of Oracle business intelligence tools to analyze data for marketing, sales, and more Handling typical data warehouse performance challenges Uncovering initiatives by your business community, security business sponsorship, project staffing, and managing risk
Consumer Behavior And Marketing Action
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Author : Henry Assael
language : en
Publisher: South Western Educational Publishing
Release Date : 1995
Consumer Behavior And Marketing Action written by Henry Assael and has been published by South Western Educational Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 1995 with Business & Economics categories.
This text takes a strategic approach to consumer behavior; that is, once you know how consumers behave and react, what do you do about it? New to this edition is a much needed balance between the strategic approach and consumer rights and social implications.
Organization Change
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Author : W. Warner Burke
language : en
Publisher: SAGE Publications
Release Date : 2017-03-16
Organization Change written by W. Warner Burke and has been published by SAGE Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-03-16 with Business & Economics categories.
Change is a constant in today's organizations. Leaders, managers, and employees at all levels must understand both how to implement planned changed and effectively handle unexpected change. The Fifth Edition of the Organization Change: Theory and Practice provides an eye-opening exploration into the nature of change by presenting the latest evidence-based research to discuss a range of theories, models, and perspectives on organization change. Bestselling author, W. Warner Burke, skillfully connects theory to practice with modern cases of effective and ineffective organization change, recent examples of transformational leadership and planned and revolutionary change, and best practices to successfully influence change. This fully-updated new edition also includes a new chapter on healthcare and government organizations, offering practical applications for non-profit organizations.
Consumer Behavior
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Author : Henry Assael
language : en
Publisher:
Release Date : 2004
Consumer Behavior written by Henry Assael and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Business & Economics categories.
Tailored for upper-level undergraduate and MBA students, Assael's Consumer Behavior applies behavioral concepts to market strategy (domestic and international) with special emphasis on web-related issues and applications. Assael presents the content from a managerial perspective, focusing on decision making as the framework for understanding consumer behavior. The text also features a unique, three-chapter Marketing Action section, covering marketing communications, marketing segmentation and micromarketing, as well as consumer rights and social responsibility.