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"Saat ini paradigma perusahaan telah berubah dari production oriented menjadi customer oriented. Customer Relationship Management (CRM) adalah salah satu solusi dalam mengatasi persaingan yang begitu ketat dalam penerapan customer oriented. Untuk mengevaluasi sejauh mana keberhasilan aplikasi CRM maka di gunakan CRM Scorecard. CRM scorecard mengevaluasi penerapan CRM berdasarkan empat pendekatan yaitu customer knowledge, customer interaction, customer value, dan costumer satisfaction.Untuk merancang CRM scorecard maka hal-hal yang dilakukan adalah mengidentifikasi strategi CRM perusahaan, menentukan sasaran strategis CRM scorecard berdasarkan analisa SWOT manajemen perusahaan, menentukan ukuran strategis (lag indicator dan lead indicator), mengumpulkan dan mengolah data berdasarkan ukuran lag indicator.Hasil akhir dari penelitian ini adalah rancangan CRM scorecard, evaluasi CRM Bank BRI berdasarkan rancangan CRM scorecard tersebut, dan inisiatif strategis untuk pencapaian masing-masing sasaran strategis tiap perspektif rancangan CRM scorecard Bank BRI.

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Since now, the paradigm of companies has changed from production oriented into customer oriented. Customer relationship management (CRM) is one of the many solutions for conquering thought competition in practicing customer oriented. To evaluate how far the success of CRM application, were using CRM scorecard. CRM scorecard evaluate CRM based on four approaches, there are customer knowledge, customer interaction, customer value and customer satisfaction.

For designing CRM scorecard, things that accomplish are identifying company's CRM strategy, defining strategic objective of CRM scorecard based on company's management SWOT analysis, defining strategic measure (lag indicator and lead indicator), collecting and processing information based on measure of lag indicator.

The final results of this research are the design of CRM scorecard, CRM evaluation based on the design of CRM scorecard, and strategic initiation for achieving each strategic objective the design of CRM scorecard perspectives for BRI Bank."

"Pengambilan keputusan dalam sebuah strategi adalah suatu usaha yang melibatkan banyak proses. Strategi adalah sususan tujuan dan sasaran dari organisasi dengan krangka waktu yang berisi apa yang perlu dicapai dan kapan mencapainya. Untuk pertimbangan pengembangan strategi yang dapat meraih klien & mempertahankan klien sebanyak-banyaknya adalah dengan pendekatan CRM (Customer relationship Management). Pada salah satu perusahaan jasa sertifikasi atau dapat disebut badan sertifikasi di Indonesia yang baru berdiri, menjadi tantangan bagaimana mengembangkan strategi yang dapat bersaing dengan para kompetitornya. Untuk itu perlu dilakukan evaluasi, analisis & pengembangan strategi berdasarkan nilai daya saing & database pelanggan, yang akan dianalisis untuk membantu penyusunan pengembangan strategi. Penelitian ini menggunakan metode AHP (Analytical Hierarchy Process) untuk membuat keputusan mengenai strategi yang akan dibuat.

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Decision-making in a strategy is an effort that involves many processes. Strategy is the arrangement of the goals and objectives of the organization with a frame that contains the time what needs to be accomplished and when to achieve it. For consideration of development strategies that can reach clients and retaining clients as much as possible is to approach CRM (Customer Relationship Management). At one of the company's services can be called a certification or certification bodies in Indonesia recently founded, a challenge of how to develop a strategy that can compete with its competitors. It is necessary for the evaluation, analysis and development strategy is based on the value of competitiveness and customer database, which will be analyzed to help shape the development of the strategy. This study uses AHP (Analytical Hierarchy Process) to make decisions concerning the strategy to be made."

"Kesuksesan sebuah bank sebagai perusahaan jasa sangat ditentukan oleh kemampuannya membina relasi dengan para nasabah. Karena itu bank seyogyanya memiliki customer relationship strategy (CRS) yang terdiri dari komponen Customer Relationship management (CRM) dan Customer Intelligence (CI). CRM merupakan sarana dalam upaya memberikan layanan terbaik bagi customers dengan mengoptimumkan pemanfaatan information teknology yang fleksibel cepat dan responsif. Namun, yang perlu diperhatikan adalah persiapan manusia agar mampu mengikuti prinsip CRM sebagai insani yang didukung oleh mesin bukan sebaliknya."

"Saat ini, implementasi CRM telah menjadi kebutuhan penting terutama pada perusahaan yang telah matang. Hal ini dikarenakan pentingnya pelanggan bagi kelangsungan bisnis organisasi. Namun, banyak implementasi CRM yang belum memberikan dampak signifikan bagi organisasi, padahal investasi yang dikeluarkan tidak sedikit. Untuk itu diperlukan proses evaluasi terhadap implementasinya. Model evaluasi yang dibutuhkan berbeda untuk organisasi satu dan lainnya, tergantung karakteristik CRM sendiri. Pada penelitian ini, penulis akan membuat model evaluasi efektivitas CRM yang cocok untuk organisasi yang dijadikan objek penelitian. Model evaluasi akan dibuat menggunakan perspektif Balanced Scorecard. Sesuai dengan karakteristik CRM pada objek penelitian, yaitu CRM operasional, maka IT BSC kemudian dimodifikasi menjadi Business-centric BSC. Setelah itu didefinisikan tujuan dan ukuran untuk masing-masing perspektif. Pengujian model dilakukan pada organisasi terkait. Hasil dari penelitian ini ialah model evaluasi efektifitas CRM yang cocok digunakan pada objek penelitian. Setelah melakukan evaluasi, diharapkan dapat diketahui hal-hal yang masih harus diperbaiki guna meningkatkan efektivitas implementasi CRM.

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Today's, CRM implementation has become important, especially for matured company. It is because customer loyalty is very important for business continuity. However, many CRM implementations do not give a significant result to the organization, although the investment is not small. Evaluation is needed to make sure that implementation align to business strategy. Evaluation model can be different for each organization.

This research develops an effectiveness CRM evaluation model in which suitable to the research object. Evaluation model will be created using Balanced Scorecard perspective. Based on organization characteristics, IT BSC is modified to become Business-Centric BSC. After define goals and measurement for each perspective, model testing is performed to related organization.

The outcome of this research is CRM effectiveness evaluation model that is suitable for research object. After performed evaluation, it is expected that organization knows better, which part that must be fixed to increase effectivity of CRM implementation."

"Selama ini indikator keberhasilan suatu perusahaan masih terpaku pada keuntungan finansial semata, padahal kalau mau di telusuri lebih lanjut masih ada beberapa asfek penting untuk menentukan performansi kerja dari suatu perusahaan. Salah satu aspek yang tidak kalah penting adalah kepuasan pelanggan. Namun seiring waktu beberapa perusahaan saat ini mulai lebih fokus kepada pencapaian dari kepuasan pelanggan ini, karena mereka mulai memiliki perubahan paradigma bahwa dengan tercapainya kepuasan pelanggan pada ujungnya akan meningkatkan keuntungan bagi perusahaan. Salah satu cara untuk memahami tujuan tersebut adalah perusahaan mencoba menerapkan suatu sistem yang disebut Customer Relationship Management(CRM). Maka dalam penelitian ini dirancang suatu model pengukuran CRM di industri sistem purifikasi, berdasarkan perspektif customer centric balanced scorecard. Hasil analisa dari evaluasi kinerja CRM di PT X ini digunakan untuk menilai apakah CRM yang telah diterapkan dapat mencapai target yang diinginkan perusahaan.

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So far, the indicator of a company's success is still fixated on purely financial profit, while if we want more information on the search there are still some important thing to determine the performance of a company's work. One aspect that is not less important is customer satisfaction. But over time some companies today started more focus to the achievement of customer satisfaction, because they begin to have a paradigm that the achievement of customer satisfaction in the end will increase profits for the company.

One way to understand the company's goal is to try to implement a system that called Customer Relationship Management(CRM). So in this study designed a measurement model in the industry purification system based to customer centric perspective balanced scorecard. Results of analysis of the evaluation of CRM performance in PT X was used to assess whether CRM has been applied to achieve the desired target company."

"Distribusi merupakan aktivitas kunci penyaluran produk ke tangan pelanggan. Di sektor farmasi, bisnis distribusi tumbuh berkembang dan memberikan laba yang tinggi di tengah krisis ekonomi. Adanya kompetisi ketat antara distributor lokal serta tuntutan pelanggan yang semakin tinggi mendorong perusahaan untuk mampu bersaing dengan menawarkan keunggulan kompetisi. Salah satunya adalah dengan membangun hubungan melalui fasilitas layanan, serta channel yang tepat untuk berinteraksi dengan pelanggan. Strategi bersaing yang menekankan pada hubungan dan Iayanan pelanggan, merupakan filosofi CRM sebagai strategi bisnis.Dalam merumuskan strategi CRM, perlu dilakukan identifikasi terhadap kebutuhan, inisiatif. dan tujuan dari implementasi tersebut. Sehingga, alokasi terhadap sumber daya perusahaan dapat dilakukan. Identifikasi dilakukan dengan melakukan kajian terhadap lingkungan makro, Iingkungan industri dan faktor internal perusahaan serta merujuk pada sumber referensi mengenai implementasi CRM di beberapa industri.Skripsi ini akan membahas mengenai usulan strategi CRM di perusahaan distribusi farmasi, Anugerah Pharmindo Lestari (APL), sebagai studi kasus penelitian. Dimana nantinya, hasil penelitian diharapkan dapat dijadikan sebagai rujukan bagi perusahaan distributor farmasi, khususnya APL.

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Distribution is a critical activities channeling product to consumers. ln pharmacy sector, distribution grow and give high profit in the economic crisis. The high competition between local players and increasing customer expectation is a stimulus for the organization to compete which competitive advantage or differentiation strategy. One of the strategy is building the relationship and communication with customers via quality services and right channel interaction. The competitive strategy that emphasize on customer relationship dan services is a CRM philosophy.

In CRM strategy formulation, the first step is identification of CRM needs, initiatives, and goal. So the alocation of the organization resources done effectively. Identification of that factors done with analyses the macro and industry environment and internal assessment factor and refers to CRM implementation case study references.

This paper will discuss about CRM strategy that proposed in pharmaceutical distribution bussines, in this case, on PT. Anugerah Pharmindo Lestari (APL). Which the results of this research will be usefull for the distribution bussines, especialy pharmacy, in formulate their CRM strategy later."

"ABSTRAKProyek konstruksi saat ini cenderung dinamis dan menjadi lebih banyakkebutuhan nya setiap hari. Dengan industrialisasi yang berkembang pekerjaankonstruksi, peran peralatan di lapangan (onsite) dan mesin sangat penting dalammencapai produktivitas dan efisiensi serta informasi yang cepat. Adapun Tujuandari penelitian adalah untuk menentukan faktor sukses CRM (CustomerRelationship Management) dalam industri alat sewa dan jual alat berat dan darihasil faktor sukses tersebut dapat menghasilkan rekomendasi program CRM yangmenjadi prioritas dalam perusahaan Sewa dan Jual Alat Berat. Penelitian inimenggunakan Metode kuesioner yang di sebarkan kepada Expert sebagai inputyang diolah menggunakan metode Analitycal Hierarchy Process (AHP). DariPenelitian ini diperoleh hasil bahwa dalam Penerapan CRM di Perusahaan Sewadan Jual Alat Berat yang memiliki bobot yang paling tinggi adalah Seniormanagement?s commitment dengan kriteria utamanya yaitu faktor keterlibatanmanagement dalam setiap project CRM dan rekomendasi yang dihasilkan dalamprogram kesuksesan CRM adalah melakukan Assesement Customer Needs melaluifield survey.

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ABSTRACTContruction Project currently tends to be more dynamic depend its needseveryday. With the growing indusrial contruction work everyday, the rule of theequipment in the field or on site and the engine is very important in achieving theproductivity, efficiency and quickly information to customer. The aim of thisstudy is to determine success factor for Customer Relationship Management(CRM) in rental dan sales heavy equipment company, and the succesfull outcomemay result recommendation CRM program as priority in rental dan sales heavyequipment. This study uses questionare which asked to expert, and the data wouldbe process using AHP (Analytical Hierarchy Process). Based on this research, themost high success factor is Senior Management?s Commitment for successfulimplementation CRM in rental dan sales heavy Equipment, and recommendationfor result CRM program is doing customer assesment needs with field survey"

"Relationship marketing and customer relationship management (CRM) can be jointly utilised to provide a clear roadmap to excellence in customer management: this is the first textbook to demonstrate how it can be done. Written by two acclaimed experts in the field, it shows how an holistic approach to managing relationships with customers and other key stakeholders leads to increased shareholder value. Taking a practical, step-by-step approach, the authors explain the principles of relationship marketing, apply them to the development of a CRM strategy and discuss key implementation issues. Its up-to-date coverage includes the latest developments in digital marketing and the use of social media. Topical examples and case studies from around the world connect theory with global practice, making this an ideal text for both students and practitioners keen to keep abreast of changes in this fast-moving field."

"Indonesia telecommunication industry has grown rapidly. This growth has increased the competition level in telecommunication industry. indonesia has 3 type of telecommunication services which are fixed line, wireless cellular and lixcd wireless. This cellular telecommunication market has become the largest telecommunication industIy. ln today competition level, if the telecommunication operator want to have high profit, they should have precise marketing strategy. Customer Relationship Management (CRM) concept gives a method to improve customer loyalty by giving special service to those who are worth. Customer loyalty will give the company higher profit than customer acquisition. To make this C RM strategy effective, companies should evaluate their customer value betbre they implement CRM. The purpose of this research is to find the customer prolile who gives more contribution and higher loyalty to the company and segmenling the market using customer value so the company could target thc segment with CRM programs.This research is conducted to cellular telecommunication custotner in Jakarta. Bogor, Tangerang, and Bekasi. This research use one way ANOVA to evaluate the correlation of customer prolilc and the profit that customer gives to the company. In evaluate the customer value, l use lifetime value model which was developed by Hyunseok Hwang, Tacsoo Jung, and Euiho Suh, from Science and Technology University, South Korea, by ignoring the probability of future customer contribution change.This research shows that only customer age and customer workplace which give significant effect to customer contribution level or customer loyalty level. This research is also shows that cellular telecommunication customers in Jakarta. Tangerang. Bogor and Bekasi give low contribution to the cellular operator company, even though they have high loyalty level."