Proceedings of the 3rd Jogjakarta Communication Conference (JCC 2021)

Customer Relationship Management of UD Mapan Kediri During COVID-19

Authors
Louisa Christine Hartanto*, christine.hartanto@ciputra.ac.id
Communication Sciences, Universitas Ciputra Surabaya, Surabaya, Indonesia
Aisya Fairuz Mumtazafairuz@student.ciputra.ac.id
Marketing Communication, Universitas Ciputra Surabaya, Surabaya, Indonesia
Hilda Yunita Wonohilda.yunita@ciputra.ac.id
Communication Sciences, Universitas Ciputra Surabaya, Surabaya, Indonesia
Corresponding Author
Louisa Christine Hartantochristine.hartanto@ciputra.ac.id
Available Online 29 November 2021.
DOI
https://doi.org/10.2991/assehr.k.211121.019How to use a DOI?
Keywords
Customer Relationship Management; Creating Value; Creating Intimacy; Rice Distributor
Abstract

Indonesia is one of the countries in Southeast Asia that produces rice and consuming rice for staple food. The most region that produce rice in Indonesia is East Java. Kediri City included in the 15th highest region that produces rice in East Java. High production of rice and needs of rice makes UD Mapan become a company that produce rice named “Beras Mapan” which build in 2008 and is located Desa Ngino in Kediri District. In 2019 UD Mapan was chosen to become a supplier of BPNTD (Bantuan Pemerintah Non Tunai Daerah) for on the recommendation of their agents because of the trust of e- warung agents as UD Mapan consumer. The purpose of this study is to find out how consumer relations in UD Mapan. This research uses descriptive research method with data collection techniques conducting interviews with company owners, consumer of UD Mapan who repeat purchased over past year, and experts of consumer relationship management who worked in industry rie production for a minimum three years. Reliability in this research uses triangulation of sources that is done to improve the accuracy of a study and the reliability of this study uses an audit technique in which researchers describe the process and results to the supervisor of research as an auditor. The result of this study was the formation of Customer Relationship Management (CRM) through the creation of values with effective aspects including awareness, association, attitudes, attachment, and experience. Furthermore, UD Mapan did six aspects of creating familiarity among other things access, competency, reliability, responsiveness, security and safety, and speed to its customers and last is to run a strategic CRM process order and operational CRM.

Copyright
© 2021 The Authors. Published by Atlantis Press SARL.
Open Access
This is an open access article under the CC BY-NC license.

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Volume Title
Proceedings of the 3rd Jogjakarta Communication Conference (JCC 2021)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
29 November 2021
ISBN
978-94-6239-460-5
ISSN
2352-5398
DOI
https://doi.org/10.2991/assehr.k.211121.019How to use a DOI?
Copyright
© 2021 The Authors. Published by Atlantis Press SARL.
Open Access
This is an open access article under the CC BY-NC license.

Cite this article

TY  - CONF
AU  - Louisa Christine Hartanto
AU  - Aisya Fairuz Mumtaz
AU  - Hilda Yunita Wono
PY  - 2021
DA  - 2021/11/29
TI  - Customer Relationship Management of UD Mapan Kediri During COVID-19
BT  - Proceedings of the 3rd Jogjakarta Communication Conference (JCC 2021)
PB  - Atlantis Press
SP  - 82
EP  - 85
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.211121.019
DO  - https://doi.org/10.2991/assehr.k.211121.019
ID  - Hartanto2021
ER  -