DETAIL KOLEKSI

Perancangan model dan pengukuran kinerja customer relationship management (CRM) pada PT. Dian Gemilang Sejati menggunakan metode CRM scorecard

0.0


Oleh : M. Rendy Vadilla

Info Katalog

Penerbit : FTI - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2020

Pembimbing 1 : Triwulandari

Subyek : Model design;Customer relationship;Management

Kata Kunci : CRM scorecard, performance measurement, SWOT, servqual, importance & performance matrix.


File Repositori
No. Nama File Ukuran (KB) Status
1. 2020_TA_STI_063001500208_Halaman-Judul.pdf 1098.18
2. 2020_TA_STI_063001500208_Lembar-Pengesahan.pdf 840.31
3. 2020_TA_STI_063001500208_Bab-1_Pendahuluan.pdf 994.15
4. 2020_TA_STI_063001500208_Bab-2_Tinjauan-Pustaka.pdf 1571.14
5. 2020_TA_STI_063001500208_Bab-3_Metodologi-Penelitian.pdf 1004.49
6. 2020_TA_STI_063001500208_Bab-4_Analisis-dan-Pembahasan.pdf 1482.55
7. 2020_TA_STI_063001500208_Bab-5_Kesimpulan.pdf 846.9
8. 2020_TA_STI_063001500208_Daftar-Pustaka.pdf 91.02
9. 2020_TA_STI_063001500208_Lampiran.pdf 1897.49

B Berdiri pada 2009, PT. Dian Gemilang Sejati adalah perusahaan yang bergerak di bidang air minum. Pada PT. Dian Gemilang Sejati terjadi banyak keluhan pelanggan sehingga perlu dilakukan perbaikan. Berdasarkan rumusan masalah, tujuan penelitian adalah merancang model dan mengukur kinerja customer relationship management (CRM) PT. Dian Gemilang Sejati. Pengukuran kinerja CRM ini menggunakan metode CRM Scorecard yang memiliki empat perspektif yaitu Customer Value, Customer Satisfaction, Customer Interaction, dan Customer Knowledge. Langkah pertama dari tahapan pengukuran dan perancangan CRM Scorecard adalah penerjemahan visi dan misi perusahaan kedalam empat perspektif, menentukan tujuan strategis tiap perspektif, pembuatan strategy map, penentuan tolok ukur, target dan inisiatif strategi, serta penentuan faktor pendorong kinerja dan hubungan sebab akibat. Selanjutnya dilakukan pengukuran kinerja tiap tujuan strategis perspektif, kemudian dilakukan pembobotan nilai terhadap tujuan strategis yang saling berhubungan dengan Pairwise Comparison. Hasil dari perancangan model didapatkan skor 2 sampai dengan 4 atau tidak baik sampai dengan baik untuk target yang tercapai oleh perusahaan dari keempat perspektif. Hasil pengukuran kinerja perspektif customer value adalah 3.325, perspektif customer satisfaction 3.16, perspektif customer interaction 3, dan perspektif customer knowledge 3.24, sedangkan hasil pengukuran kinerja CRM PT. Dian Gemilang Sejati adalah 3.19, termasuk kategori “cukup” (2.6 - 3.4), sehingga masih banyak peningkatan performansi yang dapat dilakukan perusahaan khususnya perspektif Customer Interaction.

E Established in 2009, PT. Dian Gemilang Sejati is a part of the company in the field of drinking water, there are many customer complaints that need to be improved. Based on the problem, the purpose of this research is to design a model and measure the performance of customer relationship management (CRM) of PT. Dian Gemilang Sejati. This CRM performance uses the CRM Scorecard Method which has four perspective, that is Customer Value, Customer Satisfication, Customer Interaction, and Customer Knowledge. The first step in the measurement and design of the CRM Scorecard is to interpret the vision and mission into four perspectives, determine the strategic goals of each perspective, making a strategy map, determination of benchmarks, targets and strategic initiatives, and determining the drivers of performance and causal relationships. Then the performance of each strategic objective perspective is measured, then weighted the value of strategic objectives that are interconnected with Pairwise Comparison. The results of the design of the model obtained a score of 2 to 4 or not good to good for the targets achieved by the company from all four perspectives. The result of measuring the performance of the customer value perspective is 3,325, customer satisfaction perspective is 3.16, customer interaction perspective is 3, and the perspective of customer knowledge is 3.24, while the results of CRM performance measurement of PT. Dian Gemilang Sejati is 3.19, included into the category of "sufficient" (2.6 - 3.4). So there are still many performance improvements that can be done by the company, especially the Customer Interaction perspective.

Bagaimana Anda menilai Koleksi ini ?