Performance Measurement ofCustomer Relationship Management(CRM) Using TheCrm ScorecardMethod inCV. Lestari Motorindo Jaya Indralaya

Performance Measurement ofCustomer Relationship Management(CRM) Using TheCrm ScorecardMethod inCV. Lestari Motorindo Jaya Indralaya

Customer Relationship Management (CRM), CRM Scorecard, Performance Measurement

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 Indralayais 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 Indralayaby 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 Indralayais 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

Risma Damayanti1, Ali Ibrahim

https://jsi.ejournal.unsri.ac.id/index.php/jsi/article/view/54/49

Department of Information Systems, Faculty of Computer Science, University of Sriwijaya

Oktober 2021

Fajar bagus W

PDF

English

Text