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
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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,

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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

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