Effectiveness evaluation model design of customer relationship management using balanced scorecard: Case study XYZ

Amarilis Putri Yanuarifiani, Eko Kuswardono Budiardjo

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

Abstract

Today's, CRM implementation has become important, especially for matured company. It is because customer loyalty is very important for business continuity. However, many CRM implementations do not give a significant result to the organization, although the investment is not small. Evaluation is needed to make sure that implementation align to business strategy. Evaluation model can be different for each organization. This research develops an effectiveness CRM evaluation model in which suitable to the research object. Evaluation model will be created using Balanced Scorecard perspective. Based on organization characteristics, IT BSC is modified to become Business-Centric BSC. After define goals and measurement for each perspective, model testing is performed to related organization. The outcome of this research is CRM effectiveness evaluation model that is suitable for research object. After performed evaluation, it is expected that organization knows better, which part that must be fixed to increase effectivity of CRM implementation.

Original languageEnglish
Title of host publication2014 2nd International Conference on Information and Communication Technology, ICoICT 2014
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages111-115
Number of pages5
ISBN (Electronic)9781479935819
DOIs
Publication statusPublished - 1 Jan 2014
Event2nd International Conference on Information and Communication Technology, ICoICT 2014 - Bandung, Indonesia
Duration: 28 May 201430 May 2014

Publication series

Name2014 2nd International Conference on Information and Communication Technology, ICoICT 2014

Conference

Conference2nd International Conference on Information and Communication Technology, ICoICT 2014
Country/TerritoryIndonesia
CityBandung
Period28/05/1430/05/14

Keywords

  • Business-Centric BSC
  • CRM
  • IT BSC
  • Operational CRM

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