Customer Relationship Management by Using Objective Matrix Method to Survey Customer Satisfaction

Rumapea, Humuntal; Prakqusa, Mikha; Rumapea, Yolanda Y. P.; Larosa, Fati Gratianus Nafiri; Yohanna, Margaretha

doi:10.1109/icosnikom48755.2019.9111622

Cited by 3 publications

(2 citation statements)

References 5 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…A calculated processor of the related groups must be carried out [18]. CRM performance evaluation in the performance objective matrix can measure the value of satisfaction in determining how much customer satisfaction the objective matrix method calculates the importance [19].…”

Section: Methods In Productivity Measurementmentioning

confidence: 99%

Increasing Productivity in CPO Production Using The Objective Matrix Method

Irwansyah

Erliana

Fadlisyah

et al. 2022

Int. J. Eng. Scie. and Inform. Technology.

View full text Add to dashboard Cite

PT. Ika Bina Agro Wisesa (IBAS) is a company that produces products in the form of crude oil or CPO (Crude Palm Oil). The company sets a minimum production target of FFB that must be processed to reach 30 tons in one boiling with a minimum production target of 600 tons/day. The company is required to increase productivity. The problem so far is that the company has never measured the productivity of the production process, which will then affect the achievement of production targets. Measurement of productivity is critical because the measursizeoductivity can determine whether the company meets productivity targets for production or not. Therefore, it is necessary to measure productivity to assess the value of productivity and efforts to increase productivity in CPO production and how to increase productivity in CPO production and efforts to increase productivity using the Objective Matrix (OMAX) method at PT. Ika Bina Agro Wisesa. Analysis of productivity using the OMAX method, ratio 3 (labor productivity) and ratio 4 (machine productivity) has a very high percentage of poor performance, which means that ratio and 4 have an insufficient level of productivity. Unlike the case with the achievement of productivity ratio 1 (productivity of raw materials) and ratio 2 (productivity of working hours) wh, ich shows a low percentage of poor performance, which means that the productivity level of ratio one and ratio 2 has a better productivity level than ratio three and ratio 4 Analysis The results of the productivity index in the company decreased and increased for each month, in November it experienced a decrease of -79.49, while in December it experienced a significant increase in the amount of 595.02 and January at 69.98. in February decreased to -23.63. Furthermore, productivity in March - September 2021 was unstable, with an increase and dropped for July, a decrease of -0.64 and, a slight increase in August of 0.28.

show abstract

Section: Methods In Productivity Measurementmentioning

confidence: 99%

Increasing Productivity in CPO Production Using The Objective Matrix Method

Irwansyah

Erliana

Fadlisyah

et al. 2022

Int. J. Eng. Scie. and Inform. Technology.

View full text Add to dashboard Cite

show abstract

“…Harnessing the power of data analytics, companies elevate their decision-making acumen, crafting strategies informed by insightful intelligence [3], [23], [34], [49]. This transformative capability not only streamlines operational efficiencies but also empowers swift responses to market dynamics, culminating in a distinct competitive edge within the business landscape.…”

Section: Elevating Data-informed Decision-makingmentioning

confidence: 99%

Exploring Customer Relationship Management: Trends, Challenges, and Innovations

Fernando,

Sutomo,

Prabowo

et al. 2023

J. Inf. Syst. Informatics

View full text Add to dashboard Cite

This study presents a comprehensive exploration of recent advancements in Customer Relationship Management (CRM), acknowledging its pivotal role in fostering crucial connections both within the industry and with customers at large. The study delves deeply into CRM, aiming to enhance overall customer satisfaction. The primary focus of this study centers around critical facets of CRM, encompassing strategies for managing customer relationships, applications of information technology, analysis of customer data, and approaches for customer retention. Employing a literature review methodology, this research rigorously examines the most recent journals germane to the field of CRM. A total of 46 articles sourced from reputable journal databases constitute the foundation of this investigation. The findings of this study yield an enriched comprehension of contemporary developments concerning challenges, factors driving success, relevant domains, and implementation goals within the realm of Customer Relationship Management.

show abstract