Amalia, Faizi Rizky (2021) Strategi Customer Relationship Management All Season Photo Dalam Mempertahankan Bisnisnya Pada Era Pandemi Covid-19. Thesis thesis, UNIVERSITAS AIRLANGGA.

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Abstract

There has been a change in everyday of life because of the COVID-19 pandemic, the implementation of distance restrictions which causes the problem within face-to-face process, to move and using more space when carrying out photoshoots. The application of health protocols and different lockdown policies in each region makes it difficult for both the prospective bride and the photographer to take pre-wedding photos. This pandemic has also led to the trend to be more intimate (private) weddings with limited guests, thus making All Seasons Photo have to change the strategy that they used. This research uses a case study method with a qualitative approach and data collection techniques through interviews. The conclusion of this study is the strategies that All Seasons Photo used to maintain customer relationship management during the COVID-19 pandemic, for example updating promotional packages that adapt to conditions during the pandemic, namely Half-day, Plataran Bromo and Photo Studio. Collaborate with other wedding vendors and conduct joint campaigns to reach a wider audience. The closeness and engagement that exists between All Seasons Photo and its consumers is a form of the intensity of communication and the efforts of each division to continuously establish communication. Consumers can submit special requests/treatments, especially consumers who have a closeness factor (friend prices), big names and those who are good looking. Handling of customer feedback and complaints is handled by the project manager, not customer service. Satisfied consumers also recommend All Seasons Photo to family and friends. This new promotional program strategy, the power of communication in customer follow-up and word of mouth is what makes All Seasons Photo able to survive in this pandemic era.

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