KOMUNIKASI INTERPERSONAL DALAM CUSTOMER RELATIONSHIP MANAGEMENT

Abstract

Interpersonal Communication is communication between two people. The interpersonal relationship that exists between business actor and customer is an important thing to do. In this research is the focus is Interpersonal communication between the company and the customer who becomes the representative is the sales marketing of the company. This discussion is included in Customer Relationship Management which is part of Relationship Marketing. A quality relationship will result in a sustainable business. Good relationship between customer and company can be built starting from good communication with company device. Sales Marketing needs to maintain good relationship with Customer which is one of Customer Relationship Management strategy in carrying its company name. PT. Antar Mitra Papua is an object of research located in Jayapura, Papua. Research that has the subject of Sales Marketing in PT. Between these Papua Partners, conducted for a month from January to February 2017. Sales Marketing at PT. Between Partners Papua has 3 divisions according to its tasks, namely order-getters (Salesman), order-takers (Supporting Pharmacist) and supporting sales people (Tax administration, Driver, Logistics, Finance and Billing). The research method used qualitative approach, by using descriptive study model. PT. Antar Mitra Papua as PBF (Pharmaceutical Great Trader) performs Interpersonal communication in running CRM strategy. Based on the research findings to get some conclusion are first, Interpersonal communication by Sales Marketing in PT Antar Mitra Papua with the customer done in 2 ways that is Face to face and use Media Communications. Second, the role of Interpersonal communication in the implementation of CRM is to provide opportunities for companies to get closer to customers.