Analisis Kebutuhan Sistem Customer Relationship Management (Studi Kasus: PT. Koki Indocan).

Caesarita, Yurika (2014) Analisis Kebutuhan Sistem Customer Relationship Management (Studi Kasus: PT. Koki Indocan). Sarjana thesis, Universitas Brawijaya.

Abstract

Untuk menghadapi persaingan bisnis yang semakin ketat di bidang industri makanan, PT. Koki Indocan yang merupakan industri makanan instan memerlukan langkah-langkah strategis untuk menghadapinya. Pada dasarnya setiap perusahaan didirikan dengan tujuan mendapatkan keuntungan yang semaksimal mungkin. Dengan adanya Customer Relationship Management (CRM) perusahaan dapat melakukan manajemen hubungan pelanggan dengan baik terkait dengan penjualan, pemasaran dan layanan. CRM merupakan proses untuk meramalkan tingkah laku pelanggan dalam rangka meningkatkan hubungan dengan pelanggan. Tujuan dari penelitian ini, peneliti melakukan analisis terhadap kemampuan CRM apa saja yang harus di implementasikan di PT. Koki Indocan. Analisis dilakukan dengan menggunakan metode FAST (Framework for the Application of System Thinking). Berdasarkan analisis, diperoleh faktor teknologi dan organisasi sebagai acuan bagaimana perusahaan dikatakan siap atau tidak untuk mengadopsi sistem CRM yang diusulkan. Hasil analisis menunjukkan 2 variabel dari faktor teknologi yaitu relative advantage dan infrastructure serta 3 variabel dari faktor organisasi yaitu IT skills staff, management support dan funding capacity mendukung kesiapan implementasi CRM. Sehingga 5 variabel mendukung untuk kesiapan mengadopsi sistem CRM yang akan diimplementasikan.

English Abstract

To face the increasing fierce competition of food industry, an instant food factory PT. Koki Indocan requires a strategic step to encounter it. Basically every company was founded with the purpose of obtaining the maximum possible profit. With the Customer Relationship Management (CRM) company can do with a good customer relationship management related to sales , marketing and service. CRM is a process to predict customer behavior in order to improve relationships with customers. The aim of this study, researcher was to analize which ability of CRM should be implemented in PT. Koki Indocan. The analysis was performed by using FAST (Framework For The Application of System Thinking). The evaluation which based on analysis of technological and organizational factors as a reference whether or not the company is said to be ready to adopt a CRM system proposed to PT. Koki Indocan. The result of analysis showed that 2 variables were found from technological factors are relative advantage and infrastructure as well as the 3 variables of organizational factors are IT staff skills, management support and funding capacity. Therefore, there are 5 variables that are influential in the readiness to support adopting a CRM system that will implemented.

Item Type:	Thesis (Sarjana)
Identification Number:	SKR/FTIK/2014/137/051404128
Subjects:	000 Computer science, information and general works > 005 Computer programming, programs, data
Divisions:	Fakultas Ilmu Komputer > Teknik Informatika
Depositing User:	Budi Wahyono Wahyono
Date Deposited:	23 Jul 2014 11:59
Last Modified:	20 Oct 2021 03:49
URI:	http://repository.ub.ac.id/id/eprint/145922

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