Perancangan dan pengukuran kinerja customer relationship management menggunakan metode Crm Scorecard pada PT. Pahala Express
Info Katalog
File Repositori
Penerbit : FTI - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2017
Pembimbing 1 : Didien Suhardini
Pembimbing 2 : Agung Sasongko
Subyek : Customer relations;Management
Kata Kunci : CRM scorecard, strategic goals, strategy map, performance measurements
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
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| 1. | 2018_TA_STI_063001300085_Halaman-Judul.pdf | ||
| 2. | 2018_TA_STI_063001300085_Lembar-Pengesahan.pdf | ||
| 3. | 2018_TA_STI_063001300085_Bab-1_Pendahuluan.pdf | ||
| 4. | 2018_TA_STI_063001300085_Bab-2_Tinjauan-Pustaka.pdf |
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| 5. | 2018_TA_STI_063001300085_Bab-3_Metodologi-Penelitian.pdf |
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| 6. | 2018_TA_STI_063001300085_Bab-4_Pengukuran-Kinerja.pdf |
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| 7. | 2018_TA_STI_063001300085_Bab-5_Pengumpulan-Data.pdf |
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| 8. | 2018_TA_STI_063001300085_Bab-6_Perancangan-Model.pdf |
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| 9. | 2018_TA_STI_063001300085_Bab-7_Analisis-hasil-dan-Pembahasan.pdf |
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| 10. | 2018_TA_STI_063001300085_Bab-8_Kesimpulan-dan-Saran.pdf |
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| 11. | 2018_TA_STI_063001300085_Daftar-Pustaka.pdf | ||
| 12. | 2018_TA_STI_063001300085_Lampiran.pdf |
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P ermasalahan yang dihadapi oleh PT. Pahala Express adalah perusahaan mengalami penurunan pelanggan yang disebabkan oleh banyaknya pesaing-pesaing baru yang muncul. Tujuan penelitian ini adalah merancang sistem pengukuran kinerja CRM menggunakan metode CRM Scorecard. Tahapan dalam perancangan CRM Scorecard adalah penerjemahan visi, misi, tujuan, strategi perusahaan ke dalam 8 tujuan strategis dalam 4 perspektif CRM Scorecard; perancangan faktor pendukung kinerja dan hubungan sebab akibat; pembangunan strategy map; penetapan tolok ukur, target, dan inisiatif strategis; pembobotan setiap tujuan strategis; normalisasi pembobotan; penetapan skala pengukuran; pengukuran skor kinerja; perhitungan nilai kerja CRM; dan pengukuran nilai kerja CRM. Kinerja CRM perusahaan mendapatkan skor 3,42 (baik). Customer value memiliki skor terendah karena perusahaan mengalami penurunan jumlah pelanggan yang dipengaruhi oleh kualitas pelayanan yang kurang baik sehingga menyebabkan pelanggan tidak puas
T he problems faced by PT. Pahala Express is that the company is experiencing a decline in customers due to the many new competitors that appears. The purpose of this study is to design a CRM performance measurement system using the CRM Scorecard method. The stages in the design of CRM Scorecard are the translation of the company's vision, mission, goals, strategies into 8 strategic objectives in 4 perspectives of the CRM Scorecard; designing performance support factors and causal relationships; development of strategy map; setting strategic benchmarks, targets and initiatives; weighting each strategic goal; normalization; determining the measurement scale; measurement of performance score; calculating the CRM performance values; and measuring the value of CRM performance. The company's CRM performance gets a score of 3.42 (good). Customer value has the lowest score because the company has a declining number of customers that are affected by poor service quality which caused dissatisfied customers.
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