IMPLEMENTASI SISTEM CUSTOMER RELATIONSHIP MANAGEMENT

EVALUATION AND APPLICATION IN A FINANCIAL SERVICES COMPANY

  • Yuanita Maria Widyastuti Information System Program Study Universitas Ma Chung
  • Teguh Oktiarso Industrial Engineering Program Study Universitas Ma Chung
  • Novenda kartika Putrianto Program Studi Teknik Industri Universitas Ma Chung https://orcid.org/0000-0003-2926-4213
DOI: https://doi.org/10.33479/kurawal.v7i1.1068
Keywords: Customer Relationship Management (CRM), Information Systems, Operational Efficiency, System Development Life Cycle (SDLC), Customer Data Management

Abstract

This study discusses the implementation of a Customer Relationship Management (CRM) system at PT XYZ, focusing on the implementation stages within the System Development Life Cycle (SDLC). The primary goal of this study is to enhance the company's operational efficiency through better customer data management, more systematic prospect reporting, and more effective campaign result monitoring. During the implementation process, various stages were carried out, including system development, testing, and deployment in the company environment. The study's results indicate that the CRM implementation successfully improved operational efficiency, particularly in handling customer complaints and providing comprehensive information access. This study also offers important implications for other companies looking to adopt a CRM system, highlighting the importance of thorough planning and user training to maximize system benefits. Further studies are recommended to evaluate the long-term impact of CRM on company performance and to explore the integration of new technologies such as AI and machine learning into the CRM system.

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References

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[8] Y. M. Widyastuti, T. Oktiarso, and N. K. Putrianto, "Perancangan sistem customer relationship management untuk meningkatkan efisiensi operasional dan kepuasan pelanggan: Studi kasus pada perusahaan bidang jasa finance," Kurawal-Jurnal Teknologi, Informasi dan Industri, vol. 7, no. 1, pp. 12-32, Mar. 2024.
Published
2024-03-29
How to Cite
Widyastuti, Y., Oktiarso, T., & Putrianto, N. (2024). IMPLEMENTASI SISTEM CUSTOMER RELATIONSHIP MANAGEMENT. Kurawal - Jurnal Teknologi, Informasi Dan Industri, 7(1), 33-50. https://doi.org/https://doi.org/10.33479/kurawal.v7i1.1068
Issue
Vol 7 No 1 (2024): Jurnal Kurawal Volume 7, Nomor 1, March 2024
Section
Articles

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