Evaluasi Critical Success Factors Pada Penerapan Customer Relationship Management Di Pt. X

Sukma, Ramadhan (2016) Evaluasi Critical Success Factors Pada Penerapan Customer Relationship Management Di Pt. X. Diploma thesis, Institut Teknologi Sepuluh Nopember Surabaya.

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Abstract

PT. X. merupakan perusahaan yang bergerak di bidang jasa telekomunikasi. Dalam melaksanakan kegiatan bisnisnya, PT. X melakukan penerapan Customer Relationship Management (CRM). Pada masa awal penerapan CRM, perusahaan menghadapi beberapa hambatan terkait dengan perubahan budaya dan penggunaan teknologi baru. Untuk dapat mengatasi masalah tersebut, PT. X perlu memperhatikan faktor kritis yang dapat menunjang keberhasilan penerapan CRM. Penelitian ini bertujuan untuk mengevaluasi faktor-faktor apa saja yang memiliki pengaruh kuat dalam keberhasilan peneran CRM. Metode yang digunakan dalam penelitian ini adalah DEMATEL sebagai tools yang mengidentifikasi faktor-faktor yang memiliki keterkaitan satu sama lain dan ANP sebagai pembobotannya. Hasil pada penelitian ini menunjukkan bahwa ada 18 indikator kritis yang berhasil dijalankan sesuai dengan target perusahaan dan ada 10 indikator yang belum terlaksana dengan baik yang menjadi penyebab sulitnya implementasi CRM pada PT X ============================================================================================ PT. X is a company engaged in the field of telecommunications services. In conducting its business, PT. X carry out the implementation of Customer Relationship Management (CRM). In the early days of the implementation of CRM, companies face several barriers related to cultural change and the use of new technologies. To resolve the issue, PT. X needs to pay attention to critical factors that can support the successful implementation of CRM. This study aimed to evaluate the factors anything that has a strong influence on the success of CRM peneran. The method used in this study is DEMATEL as a tool to identify the factors that have a relation to one another and ANP as weighting. The results of this research indicate that there are 18 critical indicators were successfully executed in accordance with the target company and there are 10 indicators that have not been performing well which contributed to difficulties in the implementation of CRM in PT X.

Item Type: Thesis (Diploma)
Additional Information: RTI 658.401 2 Suk e
Uncontrolled Keywords: Critical Success Factors, Customer Relationship Management, DEMATEL, ANP.
Subjects: H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations
Divisions: Faculty of Industrial Technology > Industrial Engineering > 26101-(S2) Master Thesis
Depositing User: EKO BUDI RAHARJO
Date Deposited: 24 Jul 2020 00:15
Last Modified: 24 Jul 2020 00:15
URI: http://repository.its.ac.id/id/eprint/76485

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