CRM dimensional analysis and ANP method for oil and gas industry sub-contractor in indonesia in the context of reducing customer complaints

Rahmat Nurcahyo, Prasetyo N. Dody, Z. Z.Z. Yadrifil, Muhammad Habiburrahman, Nurhadi Wibowo

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

To enhance competitive advantage in oil and gas industry sub-contractor in Indonesia, the attention to customer satisfaction and customer loyalty should be a priority. This study used the Analytic Network Process (ANP) to determine the strategic dimensions and criteria of Customer Relationship Management (CRM) through interviews and distributed the questionnaires to five experts in the field of CRM oil and gas industry sub-contractor. The results of this research are six main dimensions and twenty-seven criteria for the design of a CRM strategy. It was found that the most important dimension is Customer, Output of CRM, CRM Strategy, CRM Process, Company Workcode Analysis, and Organizational Alignment. The priority of CRM criteria for an effective CRM strategy is Customer Retention.

Original languageEnglish
Title of host publicationProceedings of the International Conference on Industrial Engineering and Operations Management
PublisherIEOM Society
Pages605-613
Number of pages9
EditionMarch
ISBN (Print)9781532359491, 9781532359514, 9781532359521
Publication statusPublished - 2020
Event10th Annual International IEOM Conference, IEOM 2020 - Dubai, United Arab Emirates
Duration: 10 Mar 202012 Mar 2020

Publication series

NameProceedings of the International Conference on Industrial Engineering and Operations Management
NumberMarch
Volume0
ISSN (Electronic)2169-8767

Conference

Conference10th Annual International IEOM Conference, IEOM 2020
CountryUnited Arab Emirates
CityDubai
Period10/03/2012/03/20

Keywords

  • Analytic network process (ANP) method
  • Customer loyalty
  • Customer relationship management (CRM)
  • Customer satisfaction

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