<p>Gading Indah Agency (GIA) is a company that has over than 25 years serving the<br />needs of print media distribution for its customers. By comparing customer complaint data in<br />June and December 2010, it is known that an increase in the number of customer complaints<br />against the service company by 0.73% which may indirectly indicate the declining performance<br />of the company. Therefore GIA requires a performance management that can measure the<br />performance of the company as a step to determine the position of the company and then used<br />as feedback for evaluation. Performance measurement in accordance with the GIA CRM<br />Scorecard is a method that has the perspective of customer-focused orientation. Stages of<br />designing a model of CRM Scorecard in the company's vision begins with the translation<br />company's mission to the CRM Scorecard in four perspectives, namely Customer Value,<br />Customer Satisfaction, Customer Interaction, Customer Knowledge and GIA have 10 strategic<br />objectives from the perspective of translation CRM Scorecard.</p>
PERANCANGAN KINERJA CUSTOMER RELATIONSHIP MANAGEMENT DENGAN MENGGUNAKAN METODE CUSTOMER RELATIONSHIP MANAGEMENT SCORECARD