scholarly journals PERANCANGAN KINERJA CUSTOMER RELATIONSHIP MANAGEMENT DENGAN MENGGUNAKAN METODE CUSTOMER RELATIONSHIP MANAGEMENT SCORECARD

2013 ◽  
Vol 3 (1) ◽  
Author(s):  
Nurlailah Badariah ◽  
Didien Suhardini ◽  
Agung Wahyu Rahmanto

<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>

Author(s):  
Ines Isaković

Customer Relationship Management (CRM) has become more and more a key strategy for large and small businesses. It supports marketing, sales, services and involves direct and indirect customer interaction. Customers are put into the center of the business, because they represent an asset and profit for any company. Customers need to be satisfied in order to be loyal. A company can achieve that by meeting customer’s needs and expectations. In order to perform both for the benefit of the customer and for itself, a company has to use all the positive advantages of IS technologies that support CRM including data warehouses and data mining, that are clearly presented in this paper


2017 ◽  
Vol 7 (2) ◽  
Author(s):  
Didien Suhardini ◽  
Dadang Surjasa ◽  
Gemala Dwitia Mustika

Perusahaan jasa transportasi Bus AKAP GMS ingin memberikan layanan kepada penumpang sesuai keinginan penumpang agar penumpang puas dan berulang menggunakan bus tersebut. Untuk itu perusahaan perlu membangun Customer Relationship Management (CRM). Praktek CRM ini perlu terus dievaluasi keberhasilannya dengan suatu model pengukuran kinerja CRM yang dikembangkan oleh Kim, Hyung-Su, dan Kim, Young-Gul, 2003 yang disebut CRM Scorecard. Penelitian ini dimulai dengan merancang model pengukuran Kinerja CRM Scorecard, dilihat dari 4 perspektif CRM Scorecard yaitu Customer Value, Customer Satisfaction, Customer Interaction, dan Customer Knowledge. Untuk setiap perspektif ditetapkan tujuan strategis yang diturunkan dari Strategi CRM dan dilengkapi oleh tolok ukur (measure), target. Tujuan Strategis peningkatan keuntungan perusahaan didukung oleh delapan tujuan strategis yang saling berkaitan yang digambarkan dengan suatu Strategy Map. Hasil Importance Performance Matrix dari pengolahan data kuesioner diperoleh lima atribut yang perlu ditingkatkan dengan Nilai Kinerja 3,26 (73%). Pengukuran kinerja CRM dilakukan dengan terlebih dahulu melakukan pembobotan untuk tujuan strategis yang didorong oleh lebih dari satu tujuan strategis menggunakan metode pairwise comparison dibantu software expert choice dan skala penilaian menggunakan skala Likert 1÷5. Hasil Pengukuran Kinerja CRM Scorecard diperoleh skor 3,14 (cukup) dengan pemahaman terhadap penumpang, jumlah penjualan tiket, jumlah penumpang baru memiliki kontribusi nilai yang dianggap kurang sehingga diperlukan inisiatif strategi untuk meningkatkan skor kinerja CRM dengan memberikan bonus-bonus yang menarik dan menjalin kerja sama dengan perusahaan lain sebagai distributor tiket, penyediaan pelayanan tambahan, survey rutin, pelatihan untuk SDM customer care, penyimpanan data penumpang, dan promosi


2017 ◽  
Vol 9 (7) ◽  
pp. 122 ◽  
Author(s):  
Lukmanul Hakim ◽  
Nanis Susanti ◽  
Ujianto

This study tried to determine and analyze the deeper understanding of the influence of customer relationship management, brand equity, perceived of product quality, perceived value and price to the customer at the customer's purchase intention Philips light bulb in Batam.The population in this study are all users (consumers) electric light bulb philips brands in the city of Batam. Testing of the model in this study, with Generalized Least Square Estimation (GLS), analysis of structural equation modeling (SEM), proportional random sampling method and software assistance Amos 22, on 240 respondents from eight times the 30 indicators the study variables. The test results indicate the model (fit) seen from the GFI, AGFI, TLI, CFI, RMSEA and CMIN / DF, each of 0915, 0901, 0949, 0953, 0063, and 1,376 are all that are in the range of expected values so that the model can be accepted.The results showed that: 1). Customer relationship management influence on customer value, it shows that with good customer relationship management program, will increase customer value. 2) Customer relationship management influence on purchase intention, it shows that with good customer relationship management program, will increase customer value. 3) Brand equity effect on customer value, it shows that with a good brand equity, will increase customer value. 4). Brand equity effect on purchase intention, it shows that with a good brand equity, will increase customer value. 5) Perceived quality of product effect on customer value, it indicates that the perceived quality of a good product, will increase customer value. 6). Perceived quality of product effect on purchase intention, this suggests that the perceived quality of a good product, will increase purchase intention. 7). Perceived price effect on customer value, it indicates that the perceived price friendly, will increase customer value. 8) Perceived price effect on purchase intention, this suggests that the perceived price friendly, will increase purchase intention. 9). Customer value effect on purchase intention, it shows that with high customer value, will raise the purchase intention.


2021 ◽  
Vol 2 (6) ◽  
pp. 2136-2142
Author(s):  
Dennis Rydarto Tambunan ◽  
Heru Kreshna Reza ◽  
Melly Susanti ◽  
Sabri

The importance of Customer Relationship Management (CRM) to help businesses acquire new customers, retain existing ones and maximize their lifetime value. This paper discusses the role of Customer Relationship Management in 4 bank units and the need for Customer Relationship Management to increase customer value by using several analytical methods in CRM applications. This paper attempts to identify the technological revolution witnessed by commercial banks and to what extent it has benefited banks to build better customer relationship management (CRM) services between public sector banks and private sector banks. The purpose of this study is 1) to analyze customer opinions about bank CRM in relation to service quality management. 2) To find out the customer's opinion about the bank's CRM on customer relationship management. This study uses primary and secondary data. Primary data will be collected by distributing structured questionnaires to conventional banks (Private and Government). Secondary data will be collected from records published by the financial services authority (OJS), standard textbooks and published research papers, and through web information. The primary data required will be collected from 6 banks in Bengkulu. In addition to collecting information from banks, it also collects information from the general public who have bank accounts.  


Webology ◽  
2021 ◽  
Vol 18 (SI03) ◽  
pp. 49-70
Author(s):  
Vu Minh Ngo ◽  
Quyen Phu Thi Phan ◽  
Hieu Minh Vu

Purpose: Despite the crucial contribution of social media on customer relationship management (CRM) strategies, how social CRM can be transformed into customer value, and economics returns for firms remain unexplored in the hospitality industry, especially in turbulent environments. As a new approach for dealing with both gradual and disruptive changes in the market, this study develops and tests the mediating role of dynamic capabilities in the social CRM - performance relationship. Methodology: Drawing on resource-based view and capabilities perspectives, a mixed methodology was applied. First, a survey was conducted to quantitatively test the proposed hypotheses using Structural Equation Modelling with PLS approach (PLS-SEM) on a sample consisting of 111 SEMs. Then, a qualitative fuzzy-set Comparative Analysis (fsQCA) was employed to look for the unique combinations of capabilities to achieve firms‟ superior performance. Findings: The outcomes indicated a mixture of expected and unexpected findings, including: (i) the direct effect of social CRM on firm‟s performance; (ii) Dynamic capabilities as the missing link between social CRM capabilities and firms‟ performance; (iii) the unique roles of social media technology use in the combinations with other capabilities for generating the best firms‟ performance. Originality: This study is among the few to consider the dynamic nature of the market when investigating how to implement Social CRM successfully. The insights and practical implications in this study can be useful for managers in SMEs whose desire is to build a dynamic system for improving customer value and firms‟ performance.


Author(s):  
Kijpokin Kasemsap

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furthermore, brand loyalty positively mediates the relationships between customer value and customer relationship management performance and between customer satisfaction and customer relationship management performance. Customer value is positively correlated with customer satisfaction. Understanding the theoretical learning is beneficial for organizations aiming to increase customer relationship management performance and achieve business goals.


2016 ◽  
pp. 1362-1401
Author(s):  
Niccolò Gordini ◽  
Valerio Veglio

In the global market of today, Customer Relationship Management (CRM) plays a fundamental role in market-oriented companies to understand customer behaviors, achieve and maintain a long-term relationship with them, and maximize the customer value. Moreover, the digital revolution has made information easy and fairly inexpensive to capture. Thus, companies have stored a large amount of data about their current and potential customers. However, this data is often raw and meaningless. Within the CRM framework, Data Mining (DM) is a very popular tool for extracting useful information from this data and for predicting customer behaviors in order to make profitable marketing decisions. This research aims to demonstrate the classification decision tree as one of the main computational data mining models able to forecast accurate marketing performance within global organizations. Particular attention is paid to the identification of the best marketing activities to which firms should concentrate their future marketing investments. The criteria is based on the loss functions that confirm the accuracy of this model.


2012 ◽  
Vol 6-7 ◽  
pp. 995-999
Author(s):  
Mei Ling Zhou ◽  
Jing Jing Hao

BP neural network can learn and store a lot of input - output mode mapping, without prior reveal the mathematical equations describe the mapping. The model based on BP neural network algorithm is constituted by an input layer, output layer and one hidden layer, three-layer feed forward network. CRM is to acquire, maintain and increase the methods and processes of profitable customers. The core of CRM is the customer value management, customer value; it is divided into the de facto value, potential value and model value. The paper presents development of customer relationship management system in e-commerce based on BP neural network. The experiment shows BP is superior to RFCA in CRM.


2018 ◽  
Vol 4 (04) ◽  
Author(s):  
Dileep Kumar Pagoti ◽  
Sajeev Thomson Mathew ◽  
Karthikeyan Manoharan

Our paper discusses an important strategic management technique called Customer Relationship Management (CRM) and talks about the successes and failures companies face while implementing this concept in their organization. Customer Relationship Management (CRM) is a technology used to build relationship between an organization and existing customers or potential customers. CRM system records information about customers, manages marketing campaigns, finds sales opportunities and stores information/ data of the customers. This makes it easy to satisfy the customers, improve the relationship with the customer, increase sales, and improve the organization’s profitability. Another important feature discussed in the paper is the Scope of CRM and what roles do various entities play in the success of maintaining positive relationships with customers. In addition to this, our paper also dives into the implementation process of CRM in a company and the various software used in the real world. We also venture into the positive and negative aspects of implementing CRM in your company and where you can go right or wrong. Prime examples of various companies facing success or failures are mentioned in detail to help understand the effects of CRM implementation.


2016 ◽  
Vol 3 (2) ◽  
Author(s):  
Edwin Agung Wibowo

Customer Relationship Management (CRM) is one of the ways to maintain continuous relationship between a  company and its stakeholders as well as its shareholder. A lot of companies are using CRM to maintain its relationship with the customers. By using CRM, the companies will be able to find out their customers’ needs and wants so that emotionally they can be involved with each other. This enables them to have a two-way communication. As a result, they will have close and open business relationship which makes the customers, especially, loyal to the companies; and they will not easily change their preference to another product or brand.    


Sign in / Sign up

Export Citation Format

Share Document