Faktor Sukses Implementasi CRM Software pada Perusahaan Jasa

  • Universitas Dr. Soetomo Surabaya
  • Institut Teknologi Sepuluh Nopember Surabaya
  • Institut Teknologi Sepuluh Nopember Surabaya
https://doi.org/10.25139/inform.v1i1.219
Abstract views: 882 , PDF (Bahasa Indonesia) downloads: 1579

Abstract

Manajemen hubungan pelanggan (CRM) merupakan disiplin ilmu yang berkaitan dengan pemerolehan, perwatan dan peningkatan nilai pelanggan. Dalam perkembangannya, CRM yang semula adalah sebuah konsep, kini berkembang kearah teknologi CRM. Dengan teknologi, peran CRM dapat lebih dioptimalkan, pengolahan data-data konsumen dapat dilakukan dengan lebih cepat dan tepat sehingga perusahaan lebih mudah mengenali pelanggannya. Penelitian-penelitian yang ada mengenai implementasi software CRM kian banyak, namun yang khusus membahas di bidang industry jasa masih jarang. Penelitian ini bertujuan menganalisis dan mengusulkan faktor-faktor sukses implementasi CRM di industri jasa. Usulan ini dapat dipakai oleh Chief Information Officer (CIO) dan Chief Executive Officers (CEO) serta vendor CRM ketika implementasi software CRM di industri jasa.

 

Kata Kunci— CRM, implementasi faktor sukses, software, industri jasa.

Author Biographies

, Universitas Dr. Soetomo Surabaya
Teknik Informatika, Fakultas Teknik
, Institut Teknologi Sepuluh Nopember Surabaya
Jurusan Sistem Informasi, Fakultas Teknologi Informasi,
, Institut Teknologi Sepuluh Nopember Surabaya
Jurusan Sistem Informasi, Fakultas Teknologi Informasi,

References

[1]. Ghahfarokhi, Akbar et al., 2009. The Impact of CRM on Customer Retention in Malaysia. In : IEEE, International Conference of Electrical Engineering and Informatic. Selangor, Malaysia 5-7 August 2009.
[2]. Bughton, J.M., 2002. The Bretton Woods proposal: an in depth look. Political Science Quarterly, 42 (6), pp.564-78.
[3]. Slapper, G., 2005. Corporate manslaughter: new issues for lawyers. The Times, 3 Sep. p. 4b.
[4]. Kalakota, Ravi. (2001).E-Business Roadmap for Success. Addison Wesley Publishing, New York.
[5]. Laudon, Kenneth C dan Traver, Carol Guercio. (2002). E-Commerce; business technology society. International Edition. Addison Wesley, USA.
[6]. Kotler, P. (2003) Marketing Management, 11th European edition, Prentice Hall.
[7]. Sevki Ozgenera,, Rifat Iraz (2006), Customer relationship management in small–medium enterprises:The case of Turkish tourism industry, 27 (1356–1363)
[8]. Lukas, Ade (2001). Customer Relationship Management, CRM Slide Pesentation. Jakarta: Ciptamaya
Published
2017-07-14
How to Cite
, , & . (2017). Faktor Sukses Implementasi CRM Software pada Perusahaan Jasa. Inform : Jurnal Ilmiah Bidang Teknologi Informasi Dan Komunikasi, 1(1). https://doi.org/10.25139/inform.v1i1.219
Issue
Vol. 1 No. 1 (2016)
Section
Volume 1 No. 1 2016

Copyright (c) 2017 Achmad Muzakki, Asif Faroqi, Pamudi Pamudi

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Authors who publish with Inform: Jurnal Ilmiah Bidang Teknologi Informasi dan Komunikasi agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License (CC BY-SA 4.0) that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal. 

  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.

  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.