scholarly journals PENGUKURAN KINERJA CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MENGGUNAKAN CRM SCORECARD DAN OMAX

2017 ◽  
Vol 3 (2) ◽  
Author(s):  
Ahmad Aviv Mahmudi ◽  
Ngadenan Ngadenan
Keyword(s):  
Human Resources ◽  
Customer Relationship Management ◽  
Performance Indicator ◽  
Relationship Management ◽  
Customer Relationship ◽  
Utilization Of Technology ◽  
Practice Performance ◽  
Two Factors ◽  
The Government ◽  
And Performance

UMKM Batik Tulis Lasem is one of the superior products from Rembang that continue to be developed by the government. UMKM Batik Tulis Lasem still many difficulties on their progression, especially in marketing, others are the utilization of technology, lack of innovation, capital and low quality of human resources. Another obstacle that is often faced by UMKM who are members of the Koperasi Batik Tulis Lasem are marketing and maintain the existing market. In addition, owners who are members of Koperasi Batik Tulis Lasem also pay less attention to marketing strategy and maintaining customer relationship. Measuring the performance of UMKM Batik Tulis Lasem by identifying KPI (Key Performance Indicator) measure the practice performance of Customer Relationship Management (CRM using CRM Scorecard) through four CRM perspectives. The assessment of each perspective uses the AHP (Analytical Hierarchy Prosses) method and scoring of performance on each level or CRM factors using the OMAX (Objective Matrix) method.Through CRM scorecard describes a performance measurement of the implementation of Customer Relationship Management (CRM) in Koperasi Batik Tulis Lasem so that the results of these measurements show some perspectives that need to be improved efficiency and performance of an organization. From the perspective of performance organizations have two factors, six factors from the perspective of consumer, three factors from the perspective of process, seven factors from the perspective of infrastructure. Four perspective that affect the performance of CRM generally can be known Good Performance of Koperasi Batik Tulis. There are only three criteria that are at the bad level. They are improving participation of management, increase human resources capability and increasing customer relationship value. The results expected to increase customer satisfaction and loyalty in the Koperasi Batik Tulis Lasem . Key word: AHP, Batik Tulis, CRM, CRM scorecard, OMAX.

scholarly journals THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ON MUZAKI LOYALTY

2020 ◽  
Vol 5 (2) ◽  
pp. 90
Author(s):  
Nihayatu Aslamatis Sholihah ◽  
A'rasy Fahrullah
Keyword(s):  
Human Resources ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Sampling Technique ◽  
Quantitative Approach ◽  
Customer Relationship ◽  
Coefficient Of Determination ◽  
Research Use ◽  
Test Result

The aim of this research is to test the effect of customer relationship management (data and information, human resources, process, and technology) towards muzakki loyalty case study Yatim Mandiri Surabaya. this research was conducted with an associative quantitative approach. Number of samples that used in this research is 100 peoples who is active muzakki ini Yatim mandiri Surbaya and use purposive sampling technique. This research use a questionnare that calculates with Likert scale and analyzed with SPSS 23 version. The result of this research indicated that customer relationship management varible has significant effect and positive of muzakki loyalty. Based on the partial test result indicated that customer relationship management has partial effect of muzakki loyalty, and �based on the coefficient of determination test result, indicated that customer relationship management variable has a big impact as 33,7% of muzakki loyalty.

The effects of customer relationship management, human resource competence and internal control systems on the effectiveness of supply chain management in the Indonesian public sector

2021 ◽  
Vol 9 (3) ◽  
pp. 595-602 ◽  
Author(s):  
Widia Astuty ◽  
Zufrizal Zufrizal ◽  
Fajar Pasaribu ◽  
Sri Rahayu
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Human Resources ◽  
Control Systems ◽  
Customer Relationship Management ◽  
Internal Control ◽  
Relationship Management ◽  
Customer Relationship ◽  
Chain Management ◽  
Internal Control System

The purpose of this research is to empirically examine the factors that influence effectiveness of supply chain management by investigating the role of the variables of the customer relationship management, human resource competence, and the organization’s internal control system. The research method used is explanatory research and the type of research is verification. The research instrument was tested through the validity and reliability of the data. Furthermore, inferential data analysis using SEM-PLS statistics. The results found that the factors that affect the effectiveness of supply chain management were customer relationship management, competence of human resources affects the effectiveness of supply chain management, and internal control system. The results are useful for providing and utilizing various forms and means of communication and for managing the customer relationship, developing human resources, and updating control systems continuously in public organizations.

Customer Relationship Management (CRM) Implementation Intensity and Performance

2011 ◽  
pp. 129-140
Author(s):  
Bryan Soh Yuen Liew ◽  
T. Ramayah ◽  
Jasmine Yeap Ai Leen
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Competitive Environment ◽  
Customer Needs ◽  
And Performance ◽  
The Web ◽  
Online Web

Competition in the Web-hosting industry has become very intense in recent years as the market becomes saturated with existing as well as new players. To survive in this very competitive environment, Web-hosting companies need to be more responsive to their customer needs. Customer relationship management is thought of as a key solution to this. Thus the purpose of this study was to test the effect of CRM implementation intensity on CRM performance among Web-hosting companies. The more intense the implementation the better the CRM performance should be. Data was collected via online questionnaires from 81 respondents representing various online Web-hosting companies around the globe. The results indicated CRM implementation intensity had a direct positive influence on CRM performance.

scholarly journals Upaya Strategis Pemerintah Kota Surakarta dalam Mewujudkan Profesionalisme Sumber Daya Manusia Aparatur

2019 ◽  
Vol 2 (3) ◽  
pp. 436-449
Author(s):  
Henny Juliani
Keyword(s):  
Human Resources ◽  
Public Service ◽  
Performance Indicator ◽  
Secondary Data ◽  
Work Load ◽  
Organization Performance ◽  
Public Servants ◽  
The Government ◽  
And Performance

Abstract The professionalism of human resources of public servants in executing public service tasks, governmental tasks, and specific development tasks are often perceived with bad stigma, particularly in negative issues on quality and performance aspects. Based on this fact, Government of Surakarta Municipality perform strategic efforts in improving the professionalism of human resources of public servants to their quality and performance will increase as well as can realizing prime services to the citizen.  This research uses an empirical juridical approach. While the specification of the research is analytical descriptive, and the source of data comprises of primary and secondary data. The result of research was analyzed quantitatively.   Based on the research, it can be concluded that in improving the professionalism of human resources of public servants, the Government of Surakarta Municipality perform strategic efforts, namely: 1. They are fulfilling demand of number of human resources of public servants with specific qualification, 2 and improving capacity and quality of human resources of public servants that relevant to improve their competency, 3 and applying e-Performance as a system to evaluate performance of human resources of public servants in manage personal work load as well as organization, performance indicator achievement as a basic calculation of work achievement and incentive reward, 4 and applying discipline penalty in accordance to behavior of human resources of public servants. Strategic efforts of Government of Surakarta Municipality complied with the regulation of PerMenPan dan RB No.38 Year 2018 regarding Measurement of Professionalism of Human Resources of Public Servants, which is measured by using 4 (four) dimension, comprises of a. Qualification, b. Competence, c. Performance, and d. Discipline.      Keywords: Public Servants, Government Of Surakarta Municipality Abstrak Penelitian ini bertujuan untuk mengetahui upaya strategis pemerintah Kota Surakarta dalam mewujudkan profesionalisme sumber daya manusia aparatur.  Penelitian ini menggunakan metode pendekatan yuridis empiris. Adapun spesifikasi penelitian adalah deskriptif analitis, dengan sumber data yang diperoleh secara primer dan sekunder. Hasil penelitian selanjutnya akan dianalisis secara kualitatif. Berdasarkan hasil penelitian, maka dapat diketahui bahwa dalam meningkatkan profesionalisme SDM Aparatur, Pemerintah Kota Surakarta melakukan upaya strategis yang berupa: 1. Pemenuhan kebutuhan jumlah SDM Aparatur dengan kualifikasi tertentu, 2. Peningkatan kapasitas dan kualitas SDM Aparatur, yang berkaitan dengan peningkatan kompetensi, 3. Penerapan E-Kinerja sebagai sistem penilaian kinerja SDM Aparatur dalam mengelola beban kerja personil maupun organisasi, capaian indikator kinerja sebagai dasar perhitungan prestasi kerja serta pemberian insentif kerja, 4. Penerapan hukuman disiplin yang berkaitan dengan  perilaku kerja SDM Aparatur. Upaya strategis yang dilakukan oleh Pemerintah Kota Surakarta tersebut sudah sejalan dengan ketentuan PerMenPan dan RB Nomor 38 Tahun 2018 tentang Pengukuran Indeks Profesionalitas Aparatur Sipil Negara, yang diukur dengan menggunakan 4 (empat) dimensi, meliputi: a. Kualifikasi, b. Kompetensi, c. Kinerja, dan d. Disiplin. Kata kunci: Aparatur Sipil Negara, Pemerintah Kota Surakarta

Analytics and Performance Measurement Frameworks for Social Customer Relationship Management

2014 ◽  
pp. 132-160
Author(s):  
Anteneh Ayanso ◽  
Derek Visser
Keyword(s):  
Big Data ◽  
Performance Measurement ◽  
Customer Relationship Management ◽  
Academic Research ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business Practices ◽  
Media Environment ◽  
The Social ◽  
And Performance

This chapter provides an overview of the analytics and performance measurement frameworks for social customer relationship management (SCRM). Based on a review of academic research and industry practices, the chapter discusses the limitations of traditional CRM, and the technology and analytical capabilities that support SCRM. The chapter also provides a review of existing measurement frameworks for SCRM strategies and outlines the various metrics that have been proposed and/or are currently in use as part of SCRM systems. Furthermore, in view of the opportunities and challenges of big data and the social media environment, the chapter highlights current business practices as well technology and analytics trends that facilitate the implementation and maintenance of SCRM systems.

Customer Relationship Management (CRM) Implementation Intensity and Performance

2013 ◽  
pp. 233-244
Author(s):  
Bryan Soh Yuen Liew ◽  
T. Ramayah ◽  
Jasmine Yeap Ai Leen
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Competitive Environment ◽  
Customer Needs ◽  
And Performance ◽  
The Web ◽  
Online Web

Competition in the Web-hosting industry has become very intense in recent years as the market becomes saturated with existing as well as new players. To survive in this very competitive environment, Web-hosting companies need to be more responsive to their customer needs. Customer relationship management is thought of as a key solution to this. Thus the purpose of this study was to test the effect of CRM implementation intensity on CRM performance among Web-hosting companies. The more intense the implementation the better the CRM performance should be. Data was collected via online questionnaires from 81 respondents representing various online Web-hosting companies around the globe. The results indicated CRM implementation intensity had a direct positive influence on CRM performance.

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