PENGUKURAN KINERJA CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MENGGUNAKAN METODE CRM SCORECARD PADA CV. LESTARI MOTORINDO JAYA INDRALAYA

DAMAYANTI, RISMA and Ibrahim, Ali and Sevtiyuni, Putri Eka (2019) PENGUKURAN KINERJA CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MENGGUNAKAN METODE CRM SCORECARD PADA CV. LESTARI MOTORINDO JAYA INDRALAYA. Undergraduate thesis, Sriwijaya University.

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Abstract

The measurement of customer relationship management (CRM) performance is very necessary to find out how much the level of performance of CRM in the company. CV. Lestari Motorindo Jaya Indralaya is a CV that is engaged in the sale of motorcycles, spare parts, and Honda motorcycle services located in Ogan Ilir Regency. The purpose of this study is to evaluate and also know the performance of CRM on CV. Lestari Motorindo Jaya Indralaya by using the CRM Scorecard. There are 4 perspectives on the CRM Scorecard method, namely customer value, customer satisfaction, customer interaction, and customer knowledge. CRM performance measurement results in CV. Lestari Motorindo Jaya Indralaya is 3.937 in the Likert scale means having good performance. The measurement results that have low values are found in the customer interaction perspective, which is 2.75.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Customer Relationship Management (CRM), CRM Scorecard, Pengukuran kinerja.
Subjects: Q Science > Q Science (General) > Q350-390 Information theory
T Technology > T Technology (General)
T Technology > T Technology (General) > T58.5-58.64 Information technology > T58.5 General works Management information systems Cf. HD30.213 Industrial management Cf. HF5549.5.C6+ Communication in personnel management Cf. TS158.6 Automatic data collection systems (Production control)
T Technology > T Technology (General) > T58.5-58.64 Information technology
Divisions: Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User: Risma Damayanti
Date Deposited: 02 Aug 2019 08:46
Last Modified: 02 Aug 2019 08:46
URI: http://repository.unsri.ac.id/id/eprint/1964

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