CRM Dimensional Analysis and ANP Method For Sub-Contractor Company Of Oil and Gas Industry In Order To Reduce Customer Complaints  

Oleh:

Nugroho, Doddy Prasetyo ; Nurcahyo, Rahmat ; Yadrifil ; Dachyar, M.

Jenis: Article from Proceeding
Dalam koleksi: Proceeding The 7th International Seminar on Industrial Engineering and Management (7th ISIEM) di Bali, March 11th – 13th, 2014, page IM 97-104.
Topik: customer satisfaction; customer loyalty; analytic network process (ANP) method; customer relationship management (CRM)
Fulltext: Paper 64 Doddy Prasetyo Nugroho University of Indonesia.pdf (954.91KB)

Isi artikel

To enhance competitive advantage in oil and gas industry sub-contractor in Indonesia, the attention to customer satisfaction and make customers loyalty should be a priority. This study uses the Analytic Network Process (ANP) to get the dimensions and criteria strategic of Customer Relationship Management (CRM) through interviews and questionnaires to five experts in the field of CRM oil and gas industry sub-contractor. The resulted 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 CRM, CRM Strategy, CRM Process, Company Workcode Analysis and Organizational Alignment. The priority of CRM criteria to effective CRM strategy is Customer Retention

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