PERANCANGAN KINERJA CUSTOMER RELATIONSHIP MANAGEMENT DENGAN MENGGUNAKAN METODE CUSTOMER RELATIONSHIP MANAGEMENT SCORECARD
ABSTRACT: Gading Indah
Agency (GIA) is a company
that has over
than 25 years
serving the needs of
print media distribution
for its customers.
By comparing customer
complaint data in June
and December 2010,
it is known
that an increase
in the number
of customer complaints against the service company by
0.73% which may indirectly indicate the declining performance of the
company. Therefore GIA
requires a performance
management that can
measure the performance of the
company as a step to determine the position of the company and then used as feedback
for evaluation. Performance
measurement in accordance
with the GIA
CRM Scorecard is a
method that has
the perspective of
customer-focused orientation. Stages
of designing a model
of CRM Scorecard
in the company's
vision begins with
the translation company's mission
to the CRM
Scorecard in four
perspectives, namely Customer
Value, Customer Satisfaction, Customer Interaction, Customer Knowledge
and GIA have 10 strategic objectives from the perspective of translation CRM
Scorecard.
Penulis: Nurlailah Badariah,
Didien Suhardini, Agung Wahyu Rahmanto
Kode Jurnal: jptindustridd130014
