W Sardjono, Izrullah , Selviyanti, Mukhlis, Gustian Rama Putra

Judul	:	Assessment of The Implementation of Customer Relationship Management Systems to Support The Competitive Advantage of The Company
Abstrak	:	Abstract. The purpose of this study is to look for factors, indicators, and build a model of readiness for effective and efficient implementation in order to answer the problems that arise at PT XYZ related to the readiness of Customer Relationship Management (CRM) implementation. The research method used is the method of collecting data by observing, interviewing, and distributing questionnaires to respondents using the CRM Value Chain theory as a conceptual framework and the research method used in this research is factor analysis to process data obtained from questionnaires. In this study managed to get new factors along with the constituent indicators of these factors as well as an ideal readiness model. It can be concluded that factors related to the readiness of implementing Customer Relationship Management among others are Customer Service Information, Customer Relations Value, Lack of Service and Communication.
Tahun	:	2021	Media Publikasi	:	Jurnal Internasional
Kategori	:	Jurnal	No/Vol/Tahun	:	IOP Conf. Series: Earth and Environmental Science 747 (2021) 012114 / 747 (2021) 012114 / 2021
ISSN/ISBN	:	doi:10.1088/1755-1315/747/1/012114
PTN/S	:	Binus University, Politeknik Negeri Jember, State Islamic Institute of Jember, Pakuan University	Program Studi	:	ILMU KOMPUTER
Bibliography	:	References [1] Marwa SF, Amira HA and Mahmoud AE 2018 A systematic review for the determination and classification of the CRM critical success factors supporting with their metrics Future Computing and Informatics Journal 3, 398-416 [2] Henry C, Chi-Bin C and Chih-Hsiung H 2007 Bargaining strategy formulation with CRM for an e-commerce agent Electronic Commerce Research and Applications 6, 490-498 [3] Wang JJ and Lalwani AK 2019 The distinct influence of power distance perception and power distance values on customer satisfaction in response to loyalty programs International Journal of Research in Marketing 36 580-596 [4] King SF 2007 Citizens as customers: Exploring the future of CRM in UK local government Government Information Quarterly 24 47-63 [5] Malthouse EC, Haenlein M, Skiera B, Wege E and Zhang M 2013 Managing Customer Relationships in the Social Media Era: Introducing the Social CRM House Journal of Interactive Marketing 27 270-280 [6] Bahrami M, Ghorbani M and Arabzad SM 2012 Information Technology (IT) as An Improvement Tool For Customer Relationship Management (CRM) Procedia - Social and Behavioral Sciences 41 59-64 [7] Soltani Z and Navimipour NJ 2016 Customer relationship management mechanisms: A systematic review of the state of the art literature and recommendations for future research Computers in Human Behavior 61 667-688 [8] Joe Peppard J 2000 Customer Relationship Management (CRM) in financial services [9] Kumar V 2010 A Customer Lifetime Value-Based Approach to Marketing in the Multichannel, Multimedia Retailing Environment Journal of Interactive Marketing 24 71-85 [10] M Haenlein 2017 How to date your clients in the 21st century: Challenges in managing customer relationship in today's world Business Horizons 60 5 577-586 [11] M Haenlein and A M Kaplan 2009 Unprofitable customers and their management Business Horizons 52 1 89-97 [12] M Makkonen and H Sundqvist-Andberg 2017 Customer value creation in B2B relationships: Sawn timber value chain perspective Journal of Forest Economics 29 94-106 [13] W Sardjono, B S Laksmono, and E Yuniastuti 2020 The Social Welfare factors of Public Transportation Drivers With Online Application As a Result of The 4.0 Industrial Revolution In Transportation ICIC Express Letters. [14] W Sardjono, E Selviyanti, and W G Perdana 2019 The application of the factor analysis method to determine the performance of IT implementation in companies based on the IT balanced scorecard measurement method Journal of Physics: Conference Series 1538 [15] W Sardjono and F Firdaus 2020 Readiness model of Knowledge Management Systems Implementation at the Higher Education ICIC Express Letters 14 5 477-487 [16] W Sardjono, E Selviyanti and W G Perdana 2020 The application of the factor analysis method to determine the performance of IT implementation in companies based on the IT balanced scorecard Journal of Physics: Conference Series 1538 012026
URL	: