Analisys And Development Of Measurement The Effectiveness Of Customer Relationship Management Software

Abstract

Currently, the populer strategic business is shifting the company from product oriented to customer oriented. This concept is known as Customer Relationship Management (CRIO that is used to maintain a relation to customers. To evaluate the effectiveness of CRM, software has been designed to develop a measurement of CRM effectiveness using Balance Scorecard and an assessment using Analytical Hierarchy Process (AHP). This software will smooth the progress of comparing the strategic planning from time to time. The operating system of this software is Windows and the programming language is Visual Basic. This software needs input data from questionnaire to achieved accurate and valid result of effectiveness measurement of CRM. The input data from questionnaire provide as a value of customer satisfaction within the perspective of customer satisfaction. Furthermore input data from questionnaire will also be needed to evaluate four perspective and total score of effectiveness measurement of CRM. This work shows that the software alleviates the measurement of CRM effectiveness and can be used to leave out miscalculation. Validation test have been done on PT Y with the total score of effectiveness measurement of CRM is 3.43. Finally, the calculation of the effectiveness will more effective and more efficient because there is easiness in analysing improvement of target strategic in the four perspective of effectiveness measurement of CRM.