TY - GEN
T1 - Effectiveness evaluation model design of customer relationship management using balanced scorecard
T2 - 2nd International Conference on Information and Communication Technology, ICoICT 2014
AU - Yanuarifiani, Amarilis Putri
AU - Budiardjo, Eko Kuswardono
N1 - Publisher Copyright:
© 2014 IEEE.
PY - 2014/9/30
Y1 - 2014/9/30
N2 - 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.
AB - 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.
KW - Business-Centric BSC
KW - CRM
KW - IT BSC
KW - Operational CRM
UR - http://www.scopus.com/inward/record.url?scp=84909982795&partnerID=8YFLogxK
U2 - 10.1109/ICoICT.2014.6914050
DO - 10.1109/ICoICT.2014.6914050
M3 - Conference contribution
AN - SCOPUS:84909982795
T3 - 2014 2nd International Conference on Information and Communication Technology, ICoICT 2014
SP - 111
EP - 115
BT - 2014 2nd International Conference on Information and Communication Technology, ICoICT 2014
PB - Institute of Electrical and Electronics Engineers Inc.
Y2 - 28 May 2014 through 30 May 2014
ER -