Operational CRM and and Its Application

Abstract

Customer Relation Management (CRM) is important part of marketing. CRM is also important part of website as place to creating, maintaining, and expanding customer relationships. The purpose of this research is to design operational CRM features and how far they are applied at the university. The CRM operational features are derived from previous theories and research. CRM operational features that have been built are used as a tool to measure the application of CRM on the university's web in Central Java Province. The observations are then tabulated to see the percentage and rating of the use of the CRM operational feature. Operational CRM features that are relevant to the University are 29 types of features. The feature most widely used by universities is site customizing, the second is the about company / company profile on site and telephone features, while the features that are ranked third are find university, postal address, E-Mail, fax. The number of universities that use more than 50% of the operational CRM features is 19.15%.