Implementation of Electronic Customer Relationship Management in Increasing Customer Loyalty of Balifiber Providers
Keywords:
E-CRM, Balifiber, Customer Loyalty, Up Selling PromotionAbstract
The rapid development of information and communication technology has made the Internet a public necessity for communication, entertainment, and business. This research explains the efforts to implement E-CRM Provider Balifiber using qualitative methods with a population of customers using Provider Balifiber. Sources of information come from interviews and direct observation. PT Bali Towerindo Sentra Tbk 2023 will begin implementing the E-CRM program to increase customer loyalty through "Promotion Up Selling Products." This program uses two methods, namely, outbound calls and blast email notifications. Agents make outbound calls to contact customers directly and offer upselling programs. Blast email notifications are sent to selected customers with registered email addresses
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