ANALISYS AND DEVELOPMENT OF MEASUREMENT THE EFFECTIVENESS OFCUSTOMERRELATIONSHIP MANAGEMENT SOFTWARE

Wahyuni, Rossi Septy and Mahandari, Cokorda Prapti (2007) ANALISYS AND DEVELOPMENT OF MEASUREMENT THE EFFECTIVENESS OFCUSTOMERRELATIONSHIP MANAGEMENT SOFTWARE. Proceeding, International Seminar on Industrial Engineering and Management. ISSN 1978-774X

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Abstract

Currently,the populer strategic businessis shifting the companyfrom product orientedto customer oriented ThisconceptisknownasCustomerRelationshipManagement(CRM)that isusedtomaintaina relationto customers. Toevaluatethe effectivenessofCRM,software hasbeendesignedto developa measurementof CRMeffectiveness using BalanceScorecard and an assessment using Analytical HierarchyProcess(AHP). Thissoftware willsmooththeprogressofcomparingthe strategicplanning from time to time. Theoperatingsystem ofthis software is Windowsandtheprogramminglanguageis VisualBasic. Thissoftwareneedsinput datafrom questionnairetoachievedaccurateandvalid result ofeffectivenessmeasurementofCRM.Theinput datafrom questionnaireprovideasavalueof customer satisfaction withinthe perspective of customer satisfaction. Furthermoreinput datafrom questionnaire willalso be needed to evaluatefour perspective and total score of effectiveness measurementofCRM. Thisworkshowsthat the software alleviatesthe measurementofCRM effectivenessandcanbeusedto leave outmiscalculation.Validationtest havebeendoneonPT.Ywith the totalscoreofeffectivenessmeasurementofCRMis 3.43.Finally,the calculationofthe effectiveness willmoreeffective andmoreefficient becausethere is easiness in analysingimprovement oftarget strategicinthefour perspective of effectiveness measurement of CRM

Item Type: Article
Uncontrolled Keywords: Customer Relationship Management(CRM); Visual Basic;
Subjects: A General Works > AI Indexes (General)
Divisions: Fakultas Teknologi Industri > Program Studi Teknik Informatika
Depositing User: Mr Reza Chandra
Date Deposited: 27 Feb 2014 07:18
Last Modified: 27 Feb 2014 07:18
URI: http://repository.gunadarma.ac.id/id/eprint/194

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