IMPLEMENTASI OPERATIONAL CRM DI REVENUE CYCLE UNTUK MENINGKATKAN KEPUASAN PELANGGAN SMARCH ARCHITECTURE COURSE DI SURABAYA
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Abstract
Penelitian ini bertujuan untuk implementasi Operational CRM di Revenue Cycle guna meningkatkan kepuasan pelanggan yang menggunakan pendekatan kualitatif dan merupakan applied research. Fokus penelitian adalah pada Revenue Cycle serta tingkat kepuasan pelanggan yang ditinjau dari evaluasi sistem informasi CRM khususnya pada tingkat operasional. Objek penelitian adalah sebuah badan usaha jasa yang bergerak di bidang pendidikan non-formal yang berlokasi di Surabaya. Informasi yang diperoleh melalui wawancara, observasi serta analisis dokumen menunjukkan bahwa Revenue Cycle perusahaan masih dapat ditingkatkan lagi melalui aplikasi Operational CRM. Perbaikan ini diperlukan agar tingkat kepuasan pelanggan dari perusahaan dapat lebih ditingkatkan lagi. Hasil dari penelitian ini adalah berupa rekomendasi implementasi Operational CRM di Revenue Cycle guna meingkatkan kepuasan pelanggan. Rekomendasi ini diberikan melalui rancangan fitur Operational CRM yang telah diintegrasikan agar sesuai dengan masalah yang telah dituju dan dianalisa.
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