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"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."

"Penelitian ini bertujuan untuk merancang sebuah pengukuran keberhasilan implementasi strategi customer relationship management (CRM) pada indstri telekomunikasi yang disebut sebagai Customer Relationship Management (CRM) Scorecard. Dalam perancangan ini , peneliti melakukan pencarian data baik dari sumber literatur dan juga hasil interview dengan para ahli dibidang hubungan pelanggan. Hasil pencarian tersebut akan menghasilkan perspektif dan juga Key Performance Indicator (KPI) untuk masing-masing perspektif. Perspektif dan indikator yang akan masuk pada CRM Scorecard ini akan ditentukan dengan melakukan pemboboatan dengan menggunakan metode Analytical Hierarchy Process (AHP). Perspektif yang terdapat pada scorecard ini adalah customer knowledge, customer interaction, customer value, dan customer value. Untuk masing-masing perspektif memiliki indikator untuk mengukur keberhasilan masing-masing perspektif.

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The aim of this research is to design Customer Relationship Management (CRM) Scorecard to measure and assess the implementation of CRM strategy in telecommunication industry. During the development process, the researcher conducted an extensive literature review and interviews with expert in customer relation. It makes the hierarchical map that has perspectives and Key Performance Indicator (KPI) to measure each perspective.

Perspectives and indicators contained in this CRM Scorecard will determine with Analytical Hierarchy Process (AHP) to prioritize the perspectives and indicators. The CRM Scorecard consists of 4 perspectives, customer knowledge, customer interaction, customer value, and customer satisfaction."

"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."

"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."

"The Design of Performance Assessment Model for Customer Relationship Management in Banking industries Using Analytic Hierarchy Process. Customer Relationship Management is an approach to organize company? interactions with customers that starts with a customer-centered point of view. Basically, the goals of adopting CRM are to increase customer retention and customer satisfaction. Previous researches had shown that retaining customers is more profitable than building new relationship with the customers. Therefore, in order to gain more customers, bank industries in Indonesia start to adopt CRM This condition results in increased emphasis on developing measures that are customer-centric and give managers a better idea of how their CRM policies and programs are working. In this research, a performance assessment model for Customer Relationship Management in banking industries is designed using Analytic Hierarchy Process. First the criteria and sub criteria as performance indicators are chosen and weighted by experts; the chosen criteria are Customer Knowledge, Customer Value, Customer Interaction, Customer Satisfaction, and Financial. Then an assessment model is constructed based on the chosen criteria and sub criteria. The result is a performance assessment model for Customer Relationship Management in banking industries."

"UMKM di Indonesia menjadi prioritas pengembangan pemerintah. Peta jalan Making Indonesia 4.0 oleh Kementerian Perindustrian mengatakan bahwa UMKM di Indonesia harus mengadopsi teknologi informasi dalam kegiatan bisnisnya untuk meningkatkan produktivitas dan pangsa pasar. Ditargetkan pada 2030 mendatang, sebanyak 30 juta UMKM di Indonesia telah melakukan transformasi digital. Sistem informasi ini diterapkan guna mendukung operasional bisnis agar tercapai tingkat efisiensi dan efektivitas dalam kegiatan operasionalnya. Selain itu, perlu diperhatikan juga penerapan strategi Customer Relationship Management (CRM) untuk mempertahankan loyalitas pelanggan dan kepuasan pelanggan. Penelitian ini menggunakan metode Agile Kanbandengan pendekatan Object Oriented. Sistem yang dihasilkan berupa Sistem Pemesanan, Sistem Transaksi, Sistem Manajemen Pelanggan, Sistem Manajemen Karyawan, Sistem Input Stok, Sistem Invoice, dan Sistem Manajemen Produk. Penulis juga menggunakan alat bantu dalam melakukan perancangan sistem yaitu dengan use case diagram, use case scenario, entity relationship diagram, class diagram, activity diagram, dan sequence diagram.Penulis juga merancang high-fi design user interface menggunakan software Figma. Sistem informasi ini menggunakan database server yaitu MySQL.

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MSMEs in Indonesia are a government development priority. The Making Indonesia 4.0 roadmap by the Ministry of Industry says that MSMEs in Indonesia must adopt information technology in their business activities to increase productivity and market share. It is targeted that in 2030, as many as 30 million MSMEs in Indonesia will carry out digital transformation. This information system is implemented to support business operations in order to achieve a level of efficiency and effectiveness in its operational activities. In addition, it is also necessary to pay attention to the implementation of Customer Relationship Management (CRM) strategies to maintain customer loyalty and customer satisfaction. This study uses the Agile Kanban method with an Object Oriented approach. The resulting systems are Ordering Systems, Transaction Systems, Customer Management Systems, Employee Management Systems, Stock Input Systems, Invoice Systems, and Product Management Systems. The author also uses tools in designing the system, namely use case diagrams, use case scenarios, entity relationship diagrams, class diagrams, activity diagrams, and sequence diagrams. The author also designed a high-fi user interface design using Figma software. This information system uses a database server, namely MySQL."