Open AccessAssessment of the implementation of customer relationship management systems to support the competitive advantage of the company
Author(s) -
Wahyu Sardjono,
M. N. F. Izrullah,
Erna Selviyanti,
Mohammad Mukhlis,
Gibraldi Radifan Pramana Putra
Publication year - 2021
Publication title -
iop conference series. earth and environmental science
Language(s) - English
Resource type - Journals
eISSN - 1755-1307
pISSN - 1755-1315
DOI - 10.1088/1755-1315/747/1/012114
Subject(s) - customer relationship management , interview , customer intelligence , knowledge management , competitive advantage , customer advocacy , process management , order (exchange) , service (business) , business , process (computing) , computer science , marketing , service quality , finance , political science , law , operating system
The purpose of this study is to look for factors, indicators, and build a model of readiness for effective and efficient implementation in order to answer the problems that arise at PT XYZ related to the readiness of Customer Relationship Management (CRM) implementation. The research method used is the method of collecting data by observing, interviewing, and distributing questionnaires to respondents using the CRM Value Chain theory as a conceptual framework and the research method used in this research is factor analysis to process data obtained from questionnaires. In this study managed to get new factors along with the constituent indicators of these factors as well as an ideal readiness model. It can be concluded that factors related to the readiness of implementing Customer Relationship Management among others are Customer Service Information, Customer Relations Value, Lack of Service and Communication.