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Journal : JIPOWER : Journal of Intellectual Power

 1 
THE ANALYSIS OF PERFORMANCE MEASUREMENT FOR CUSTOMER RELATIONSHIP MANAGEMENT IN THE STRATEGICS PERSPECTIVE Febriansyah
JIPOWER : Journal of Intellectual Power Vol. 2 No. 2 (2025): JIPOWER - AGUSTUS
Publisher : Yayasan Inspirasi Merah Putih Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63786/jipower.v2i2.40

Abstract

ABSTRACT Customer relationship management (CRM) is the set of procedures, personnel, and technology used by businesses to locate their customers. CRM fosters relationships and customer retention. The development of CRM is positively impacted by organizational improvements in customer-centric procedures and advancements in information technology. Successful CRM implementation will increase an organization's profitability and customer loyalty. Viewing CRM as a technology alone is one factor contributing to its failure; in order for it to succeed, firms must integrate and strike a balance between people, process, and technology. The influence of environmental factors, such as political, economic, social, and technological aspects, on CRM is attempted to be measured. Additionally, a SWOT analysis is conducted, and a few recommendations are made based on the analysis to ensure the effectiveness of CRM activities. Key words : Measuring performance, customer relationship management, strategics perspective
Co-Authors Afandi, Muhamat Arif Ahiruddin Akbar, Syahrir Alfira Lida Aenuh Hikmah Anis Fuad Anisa Nabila Tuzzahidah Arif Hakim Arifuddin, Lisa Arioen, Refi Arislawati Lintang Azhari Aulia, Zahra Windi Awaluddin, Satria Ayu Ertina Budi Prayitno Dede Sunarti Dwi Sartika Simatupang Ermita Fadila Faisal Fadil Febri Harlen Haeran Imel Indriyani Irwan Sumarlan Iskandar , Donant A. Iwan Zulfikar Jasmadi JHONY HENDRA, GHAZALI INDRA PUTRA Juliana, Yeni Khawas, Fawwas Amal Kuswanto Laila Miftahul Janah Laili Dimyati Masnipal Marhun Mendoza, Muhammad Wafiq Moh. Afdol MORI SAPUTRA, DEKA ISMI Muhammad Faried Al-Fithri Muhammad Ismail Muhammad Kosim Muhammad Tauhid Munawir Mustaqim Nabil Errenzy Nikmah Suryandari Novi Irawani Nur Fildzah Putri Nurlela Oktapani, Silm Panjaitan, Dearni Anjelina Pratomo Prawirodirjo, Raden Ronggo Bintang Putra, Randi Rian Putri Dela Sari Raharjo, Trisusilo Ria Astuti Safitri Rio Kurniawan Riris Andono Ahmad Ruly Dwi Arista Rupawan, Ratu Sukma Sahira, Putri Sanusi, Hary Priatna Shofia Zein Siregar, Riki Ruli Affandi Suhaibatul Islamiyah Syahrizal Siregar, Syahrizal Syakirin, Hirzan Fakhrusy Titis Wulandari Tony Sitinjak Wargo Wibowo Winia Waziana Yamin, Mohd. Yessy Dekasari Yuni Yulistianti Zahra Fadilah Zakia Salsabila Zulaiha Zulfirman Manik