JSI: Jurnal Sistem Informasi (E-Journal)
Vol 13, No 2 (2021)

Performance Measurement of Customer Relationship Management (CRM) Using The CRM Scorecard Method in CV. Lestari Motorindo Jaya Indralaya

Risma Damayanti (Unknown)
Ali Ibrahim (SCOPUS ID: 57203129436 Universitas Sriwijaya, Palembang, Indonesia)
Mira Afrina (Unknown)

Article Info

Publish Date
10 Nov 2021

Abstract

The measurement of customer relationship management (CRM) performance is very necessary to find out how much the level of performance of CRM in the company. CV. Lestari Motorindo Jaya Indralaya is a CV that is engaged in the sale of motorcycles, spare parts, and Honda motorcycle services located in Ogan Ilir Regency. The purpose of this study is to Evaluate and Also know the performance of CRM on CV. Lestari Motorindo Jaya Indralaya by using the CRM Scorecard. There are four perspectives on the CRM Scorecard method items, namely customer value, customer satisfaction, customer interaction, and customer knowledge. CRM performance measurement results in CV. Lestari Motorindo Jaya Indralaya is 3,937 in the Likert scale means having good performance. The measurement results that have low values are found in the customer interaction perspective, the which is 2.75.Keywords: Customer Relationship Management (CRM), CRM Scorecard, Performance Measurement

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Journal Info
JSI: Jurnal Sistem Informasi (E-Journal)
Website

Abbrev

jsi

Publisher

Universitas Sriwijaya

Subject

Computer Science & IT Decision Sciences, Operations Research & Management Library & Information Science Other

Description

Journal Of Information Systems or abbriviated as JIS is a jorunal that published by Major Of Information Systems Faculty of Computer Science Sriwijaya University. JSI start published in April 2009, which is VOL 1 NO 1 2009. JSI published a journal twice in year , that is on April and October. The ...