Pengukuran kinerja customer relationship management pada PT Pendar Andhika Paramartha menggunakan metode crm scorecard
Info Katalog
File Repositori
Penerbit : FTI - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2023
Pembimbing 1 : Dadang Surjasa
Pembimbing 2 : Annisa Dewi Akbari
Subyek : Customer relations - Management;Organizational effectiveness - Measurement;Balanced scorecard (Management)
Kata Kunci : customer relationship management (crm), servqual, crm scorecard
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2018_TA_STI_063001800055_Halaman-Judul.pdf | ||
| 2. | 2018_TA_STI_063001800055_Lembar-Pengesahan.pdf | ||
| 3. | 2018_TA_STI_063001800055_Bab-1_Pendahuluan.pdf | ||
| 4. | 2018_TA_STI_063001800055_Bab-2_Tinjauan-Pustaka.pdf |
|
|
| 5. | 2018_TA_STI_063001800055_Bab-3_Metodologi-Penelitian.pdf |
|
|
| 6. | 2018_TA_STI_063001800055_Bab-4_Pembahasan.pdf |
|
|
| 7. | 2018_TA_STI_063001800055_Bab-5_Kesimpulan.pdf |
|
|
| 8. | 2018_TA_STI_063001800055_Daftar-Pustaka.pdf | ||
| 9. | 2018_TA_STI_063001800055_Lampiran.pdf |
|
D Dalam menghadapi persaingan yang ketat, sumber daya yang langka, dan pelanggan yang lebih memiliki kekuatan dalam memilih, para pemimpin bisnis berusaha untuk meningkatkan profitabilitas dengan mengubah fokus pada pelanggan. PT Pendar Andhika Paramartha berusaha memperbaiki manajemen hubungan pelanggannya dengan menerapkan sistem CRM (Customer Relationship Management). Tujuan dalam penelitian ini melakukan observasi kepada pihak terkait sehubungan dengan kinerja CRM, mengidentifikasi penyebab penurunan permintaan alat-alat kesehatan oleh pelanggan dan memberikan usulan penerapan dan evaluasi penerapan terkait CRM scorecard pada pihak manajemen PT Pendar Andhika Paramartha. Hasil dari penelitian ini menunjukkan 4 perspektif yang meliputi; Customer Value menunjukkan jumlah pelanggan dan jumlah penjualan yang menurun pada tahun 2018-2021, Customer Satisfaction menunjukkan kualitas pelayanan dan kepuasan pelanggan dianggap cukup baik untuk mencapai target kinerja yang diharapkan, Customer Interaction menunjukkan pemanfaatan teknologi sosial media dalam operasional dan hubungan kepada pelanggan telah direalisasikan dengan baik dan Customer Knowledge menunjukkan tingkat sistem database dan pemahaman karyawan dalam memenuhi kebutuhan pelanggan masih dianggap kurang baik karena data-data pelanggan belum tersimpan dengan baik dan kurangnya pelatihan bagi karyawan. Terdapat kekurangan pelatihan pada karyawan sehingga diperlukan solusi dengan cara meningkatkan customer relationship management melalui metode CRM scorecard. Adapun inisiatif strategis yang dapat dilakukan pada PT Pendar Andhika Paramartha adalah dengan cara memperluas jaringan distribusi dan kerjasama dengan perusahaan/institusi kesehatan, memperbaiki pelayanan terhadap pelanggan dan lebih meningkatkan kembali perkembangannya yang ada pada dunia alat kesehatan. PT Pendar Andhika Paramartha perlu melakukan perbaikan kinerja karyawan agar dapat bekerja dengan baik dan cepat. Dengan pemberian pelatihan yang baik, karyawan diharapkan dapat memahami kebutuhan pelanggan dan menyelesaikan permasalahan pada pelanggan dengan baik.
I In the face of intense competition, scarce resources, and more selective customer power, business leaders are trying to increase profitability by shifting their focus to customers. PT Pendar Andhika Paramartha seeks to improve its customer relationship management by implementing a CRM (Customer Relationship Management) system. The purpose of this research is to observe related parties related to CRM performance, identify the causes of the decrease in demand for medical devices by customers and provide examples of implementation and evaluation of implementation related to the CRM scorecard to the management of PT Pendar Andhika Paramartha. The results of this study show 4 prospects which include; Customer Value shows the number of customers and the number of sales decreased in 2018-2021, Customer Satisfaction shows the quality of service and customer satisfaction is considered good enough to achieve the expected performance targets, Customer Interaction shows the use of social media technology in operations and relationships with customers have been realized by good and Customer Knowledge shows the level of database systems and employee understanding in meeting customer needs is still considered poor by not being able to store customer data properly and lack of training for employees. Lack of training for employees will require a solution method by increasing customer relationship management through the CRM scorecard. The initiative strategy that can be carried out at PT Pendar Andhika Paramartha is by expanding the distribution network and collaboration with health companies/institutions, improving service to customers and further increasing the development of returns on world medical devices. PT Pendar Andhika Paramartha needs to improve the performance of its employees so they can work well and quickly. With adequate employee understanding, employees are expected to be able to understand customer needs and solve customer problems quickly and correctly. The suggestion from this research is that PT Pendar Andhika Paramartha needs to improve the performance of its employees so they can work well and quickly. With an understanding of capable employees, employees are expected to be able to understand customer needs and solve customer problems quickly and correctly.
Info Koleksi Skripsi
Universitas
Fakultas
- FH (1593)
- FEB (6939)
- FK (2103)
- FKG (3253)
- FTSP (1110)
- FTI (2786)
- FTKE (2420)
- FALTL (1975)
- FSRD (709)