Performance Measuring Analysis of Customer Relationship Management MyXL Using CRM-Scorecard

DOI

10.2991/aisr.k.200424.023How to use a DOI?

Keywords

ServQual, CRM, CRM-scorecard, strategy map, pairwise comparisons

Abstract

The company is aware of the customers’ needs which are not fulfilled, and of its CRM’s work effectivity (MyXL Appllication). This research aims at analysing and determining MyXL app’s work, and giving solution to develop the programs or attributes which are not yet working well for the next period. Analysing CRM-scorecard work measure starts from translating the company’s vision, mission, and business strategy to the vision, mission, and business strategy of MyXL based on the four perspective of CRM-scorecard, setting the strategic aim, creating strategy map, setting the target and strategy initiative and to measure each perspective’s strategic aim by using pairwise comparison. The result of counting the works of all perspective is 3,46 where from the customer value perspective has 1, customer satisfaction 0,78, customer interaction 0,75, and customer knowledge 0,94. Therefore, this result can be used as an evaluation for the company, especially to the customer interaction perspective.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Download article (PDF)

TY  - CONF
AU  - Hidayah SYAFITRI
AU  - Ali IBRAHIM
PY  - 2020
DA  - 2020/05/06
TI  - Performance Measuring Analysis of Customer Relationship Management MyXL Using CRM-Scorecard
BT  - Proceedings of the Sriwijaya International Conference on Information Technology and Its Applications (SICONIAN 2019)
PB  - Atlantis Press
SP  - 155
EP  - 166
SN  - 1951-6851
UR  - https://doi.org/10.2991/aisr.k.200424.023
DO  - 10.2991/aisr.k.200424.023
ID  - SYAFITRI2020
ER  -