Rahmadani, Novenya (2025) Implementasi Aplikasi MARCO sebagai Strategi Digital Customer Relationships Management di PT Terminal Teluk Lamong Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
This study focuses on analyzing the implementation of the MARCO application as a digital Customer Relationship Management (CRM) strategy aimed at improving business performance at PT Terminal Teluk Lamong. A descriptive qualitative approach was adopted, utilizing data collection methods such as interviews, observations, documentation, and literature review. The findings indicate that the MARCO application has significantly contributed to enhancing the company’s operational efficiency, customer satisfaction, loyalty, and revenue growth. MARCO serves as an effective digital tool for systematically recording, monitoring, and responding to customer feedback. However, the study also identified challenges, notably the lack of integration between internal systems across various units. Despite these issues, the research concludes that MARCO plays a vital strategic role in supporting CRM practices and driving the digital transformation of the company. By streamlining customer relations and business operations, MARCO strengthens the company’s overall performance in a highly competitive market. Key word : Customer Relationship Management, Digital Strategy , Business perfomance, MARCO Application, PT Terminal Teluk Lamong Surabaya.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HD Industries. Land use. Labor > HD30.213 Decision Support Systems H Social Sciences > HF Commerce > HF5001 Business. Business Administration H Social Sciences > HF Commerce > HF5415.5 Customer services |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | - Novenya Rahmadani | ||||||||
| Date Deposited: | 06 Aug 2025 08:07 | ||||||||
| Last Modified: | 06 Aug 2025 08:07 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/41576 |
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