P PT. Telekomunikasi Indonesia (Persero) Tbk, or often called Telkom is a company ofinformation and communication as well as service providers and telecommunicationsnetworks in full in Indonesia. Nowadays, an emerging trend in the telecommunicationsindustry is the Broadband Internet service. PT. Telkom itself provide broadbandservices at the end of 2015, it’s Indihome.However, the service was found to be thenumber of customer complaints. In the early half of 2016, found customer complaintsby 11% - 16% of the total number of existing customers on a monthly basis in the areaof regional telecoms division II, West Jakarta. PT.Telkom Business Division, has acustomer relationship management but it never measure performance in thismanagement function. The purpose of this research is to design a performancemeasurement system with a CRM method, CRM - Scorecard and measure theperformance of companies based on the design of the performance measurementsystem. The study began by determining the level of interest and the level of satisfactionwith the deployment of the research questionnaire. Designing of CRM - Scorecard atPT. Telkom begins with lowering the vision, mission and strategy of the company sothat a CRM strategy is translated into four perspectives CRM - Scorecard, namelyCustomer Value, Customer Satisfaction, Customer Interaction, Customer Knowledge.Then, set objectives - strategic goals, building a strategy map, set benchmarks, targets,and initiatives carried strategis. After that, weighting for each of the strategic objectivesin each perspective, using the method of pairwise comparisons (pairwise comparisons)and an assessment of the targets set. From the calculation of the value of performancebased perspective, it was found that the Customer Interaction has the lowestperformance value, namely 2,56. Value of CRM performance PT. Telkom is 3,73 whichis included in the category of good value. This makes PT. Telkom need to improve theperformance of CRM to improve customer satisfaction through customer interaction and achieve the company's main goal. Proposed improvements derived from theattributes - attributes that are quadrant II IP Matrix (Concentrate Here) and the value ofthe strategic objectives of the smallest, so that the proposed terms - following, theinternet rates are more competitive, Internet package unlimited, skills of field officers indealing with technical problems, contact customer is willing to come back, if there arecomplaints that the problem has not been resolved, the speed resolve problems facingcustomer complaints.