Analysis of Customer Relationship Management (CRM) Optimization at PT Dthree Sukses Mulia Tasikmalaya ; Analisis Optimalisasi Customer Relationship Management (CRM) di PT Dthree Sukses Mulia Tasikmalaya

This research aims to understand the optimization of the CRM (Customer Relationship Management) system implementation by PT Dthree Sukses Mulia Tasikmalaya, the challenges faced during the CRM implementation process, and the efforts made to overcome these challenges. The method used is a descriptive qualitative approach, with data collected through both offline and online interviews and observations involving the Data Analyst and CRM Coordinator. As a result, the information obtained from the sources is highly concrete and specific to the company. The research findings indicate that the CRM optimization at PT Dthree Sukses Mulia Tasikmalaya is in line with the theoretical framework used as a reference. To address the challenges, PT Dthree Sukses Mulia enhances its customer relationship management system through process-oriented approaches, human resource development, and the use of technology. The strategies implemented include brand promotion through digital campaigns, collaborations with influencers, the use of digital CRM for personalized services, and special approaches to maintaining and increasing customer loyalty. The conclusion of this study shows that the CRM optimization conducted by PT Dthree Sukses Mulia Tasikmalaya has been successfully implemented, as it aligns with the referenced theoretical framework. ; Penelitian ini bertujuan untuk mengetahui optimalisasi penerapan sistem CRM oleh PT Dthree Sukses Mulia Tasikmalaya, kendala yang dihadapi dalam proses penerapan CRM dan upaya yang dilakukan untuk menghadapi kendala dalam penerapan CRM. Metode yang digunakan adalah pendekatan kualitatif deskriptif dengan pengumpulan data melalui wawancara dan observasi secara offline dan online kepada staff Data Analyst dan Koordinator CRM, sehingga informasi yang narasumber dapatkan sangat konkret dari perusahaan. Hasil penelitian menunjukkan bahwa optimalisasi CRM di PT Dthree Sukses Mulia Tasikmalaya sudah sesuai dengan teori yang dijadikan acuan. Dalam menanggapi tantangan tersebut, PT Dthree Sukses Mulia ...