Strategi Customer Relations Dan Kekayaan Media PT Mandiri Cipta Sejahtera Dalam Kondisi Pandemi COVID-19

Strategi Customer Relations Dan Kekayaan Media PT Mandiri Cipta Sejahtera Dalam Kondisi Pandemi COVID-19

• By Susilowati,;
• Jurnal Nasional Terakreditasi
• 215
• 152-161

The Covid-19 pandemic hampers communication activities, namely the implementation of work from home (WFH) and causes difficulties in communicating the company with its customers, so efforts are needed in strategies to establish good relationships with customers. This study aims to examine and describe customer relationship strategies by using Zoom Cloud Meeting video conferencing. The concept used is the Concept of Customer Relations Strategy used is the Theory of Computer Mediated Communication (CMC) Qutlip and Wood and Smith and Media Richness Theory from Daft and Lengel. Research at PT Mandiri Cipta Sejahtera uses a qualitative approach with descriptive methods and uses the paradigm of postpositivism. Data analysis uses Huberman and Miles data analysis, namely Data Reduction in collecting field data such as interviews, Zoom Meeting videos, data from company websites and social media. The results of the study: (1) the strategy carried out by the company has fulfilled the stages of the customer relationship strategy, namely; Fact Finding, Planning and programming, action and communication, evaluation, and company activities have carried out customer relations, namely superior service to customers, excellent service (service off excellence) and good relations with customers (good relationship). (2) Using Zoom Cloud Meetings as a media resource, the implementation of Zoom Meetings is not entirely a medium that is capable of sending multiple signals, and is able to provide direct f

• Katakunci Customer Relations Strategy, Video Conference, Computer Mediated Communications, Media Wealth
• URL https://ejournal.bsi.ac.id/ejurnal/index.php/jkom/article/view/11496/pdf
• Penerbit ,

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