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Journal : JURNAL TEKNIK INDUSTRI

 1 
Pengukuran Kinerja Customer Relationship Management (CRM) CDMA Esia Menggunakan CRM Scorecard Pada PT Bakrie Telecom Tbk Didien Suhardini; Suci Lestari
JURNAL TEKNIK INDUSTRI Vol. 1 No. 2 (2011): Volume 1 No 2 Juli 2011
Publisher : Jurusan Teknik Industri, Fakultas Teknologi Indusri Universitas Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (506.361 KB) | DOI: 10.25105/jti.v1i2.7006

Abstract

Bakrie Telecom realizes it is importance to know the customer needs that have not been fulfilled and the effectiveness of its CRM (Solusi Esia). The purpose of this study is to analyze the Importance-Performance Matrix and designing performance measurement systems and measure of Solusi Esia performance, then propose development program of Solusi Esia for the next year. Designing a CRM Scorecard start from cascading the vision, mission and strategy of the company to the vision, mission and strategy of Solusi Esia, then translate into fours CRM Scorecard perspective, setting strategic objectives, building a strategy map, set targets, and strategic initiatives and weighing of each strategic objective as lag indicators relative to a leading indicator in each perspective using pair wise comparisons. The score of Solusi Esia Performance is 3.46 considered good. Some development programs are call center phone charge change to be free of charge, establish training centers, network operations, voice recording the conversation between costumer and costumer service and periodically doing a market survey.
Co-Authors Adrial Adrial Afriandi, Afriandi Agus Dharma Tohjiwa Al Bazari Alya Vinnisya Andrizal Andrizal Annalisa Y Ardhana Raka Pramudya Asep Supriyana Audrey Sagita Purnomo Baiti, Noor Baiti Budhi Akbar Cahya Dwi Utari Haris Danar Dwi Priatna Diah Ayu Dewi Didien Suhardini Diva Oktaviani Dyah Ajeng Ika Pusparini Edi Puryanto Eko Raharjo Fitriani Ali Zein, Kiki Frizaz Naufal Ahmad Zaki Hasbi Helbi Akbar Irda Izzah Balqies Lilis Surianti Malta Nelisa Mhd Hasymi Moh Faisal Faris Muhammad Iqbal Oshmany Muhammad Maliki Sudrajat Muhammad Rangga Putra A. Muhammad Syaifuddin Mukhammad Ragil Juniarta Nuzulia Rahma Nisa’ Unnida Putri, Tiya Suryadi Raka Mahendra Sulistiyo Rani Herawati Restu Septi Hariyanti Reva Indah Permata Sari Sitohang Riska Damayanti Rosfita Rasyid Safahi, Luthpi Septian Dwi Martono Sintia Nur Afika Soli Deo Gloria Susi Dewi Susanti Tagor Darius Sidauruk Taryono Taufik Tri Joko Waluyo Umi Nur Kholifatun Uswatun Nisa