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IMPLEMENTASI MODEL CUSTOMER RELATIONSHIP MANAGEMENT UNTUK FUNGSI LAYANAN UMUM PADA ERA TATANAN BARU

Journal Publicuho · Vol. 4 No. 2 (2021) · hlm. 225–238

DOI
10.35817/jpu.v4i2.17703
ISSN
2621-1351, 2685-0729
Terbit
2021-04-20
Penerbit
Universitas Halu Oleo
Bahasa
eng
Lisensi
creativecommons.org/licenses/by/4.0

Abstrak

Customer Relationship Management or CRM is a new approach to managing relationships between organizations and customers. In the era of the new order, especially during the current Covid-19 pandemic, digitizing public service functions carried out by the General Bureau of LIPI will play an important role in supporting the smooth running of the organization's operations. Customer satisfaction is highly dependent on the service process provided by executing service functions. In order for public service functions to run properly, it is necessary to carry out analysis in exploiting customer data in order to create increased value for the organization and customers by using Value Chain model analysis. Furthermore, to describe the implementation of CRM in public service functions, the implementation of the model applied is to use Payne's five-process model. This model describes the five core processes in CRM, namely the strategy development process, the value creation process, the multichannel integration process, the performance appraisal process and the information management process. The strategy for implementing this model is used so that the results obtained can run as expected. That way, customer satisfaction will be a top priority in implementing CRM in the general service function at LIPI.

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  • Indonesian Institute of Sciences
  • Sebelas Maret University
  • State University of Malang
  • State University of Semarang
  • Afiliasi tidak diketahui
  • Organisasi berbeda
  • Organisasi sama
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Tampilkan sebagai tabel
Rekan penulisOrganisasiArtikel bersama
Nandariyah NandariyahAfiliasi tidak diketahui2
Yokhebed YokhebedSebelas Maret University1
Mohammad MasykuriSebelas Maret University1
Baskoro Adi PrayitnoSebelas Maret University1
SUDIRMAN SUDIRMANState University of Malang1
Sigit PrastowoAfiliasi tidak diketahui1
Shavya Sarah SavieraAfiliasi tidak diketahui1
Rebecca VanessaAfiliasi tidak diketahui1
Galih PambukoAfiliasi tidak diketahui1
Ari SusilowatiAfiliasi tidak diketahui1
Angga Wijaya Holman FasaIndonesian Institute of Sciences1
Ikmal HilmiAfiliasi tidak diketahui1
Eko SupraptonoAfiliasi tidak diketahui1
Syaerozi SyaeroziAfiliasi tidak diketahui1
Astrilia SarasatiAfiliasi tidak diketahui1
Muhammad HarlanuAfiliasi tidak diketahui1
Agus MurnomoState University of Semarang1
Alif Wahyu S FitriaAfiliasi tidak diketahui1
I Made SudanaAfiliasi tidak diketahui1
Aswita NurrikaAfiliasi tidak diketahui1
Imam TadjriAfiliasi tidak diketahui1
Panggih Wahyu NugrohoAfiliasi tidak diketahui1
Edy PurwantoAfiliasi tidak diketahui1
Akhtiar Sigit SamsenoAfiliasi tidak diketahui1
Mungin Eddy WibowoAfiliasi tidak diketahui1
Rudy Hadi KusumaAfiliasi tidak diketahui1
Ervan Johan WicaksanaAfiliasi tidak diketahui1
Maridi MaridiAfiliasi tidak diketahui1
Rosyani RosyaniAfiliasi tidak diketahui1
Iik Sri SulasmiAfiliasi tidak diketahui1
Sri BudiastutiAfiliasi tidak diketahui1
Aning PattypeilohyAfiliasi tidak diketahui1
Adriano AdrianoAfiliasi tidak diketahui1
Yateman ArryantoAfiliasi tidak diketahui1
Fajar Inggit PambudiAfiliasi tidak diketahui1
Adhi Dwi HatmantoAfiliasi tidak diketahui1

Afiliasi berasal dari OpenAlex; metadata OAI-PMH jurnal tidak memuatnya. Penulis tanpa ID OpenAlex dicocokkan berdasarkan nama, sehingga dua orang bisa tergabung atau satu orang bisa terpisah.

Sumber metadata: OAI-PMH (metadata jurnal) https://ojs.uho.ac.id/index.php/PUBLICUHO/oai, pertama di-harvest 1 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en-US">IMPLEMENTASI MODEL CUSTOMER RELATIONSHIP MANAGEMENT UNTUK FUNGSI LAYANAN UMUM PADA ERA TATANAN BARU</dc:title>
	<dc:creator>Berliandaldo, Mahardhika</dc:creator>
	<dc:creator>Chodiq, Achmad</dc:creator>
	<dc:creator>Sutarno, Sutarno</dc:creator>
	<dc:creator>Prasetyo, Heru Eko</dc:creator>
	<dc:subject xml:lang="en-US">Administrasi Publik, Pelayanan Publik, Kebijakan Publik</dc:subject>
	<dc:subject xml:lang="en-US">Covid-19, Customer Relationship Management; General Services, Payne's five-process model</dc:subject>
	<dc:description xml:lang="en-US">Customer Relationship Management or CRM is a new approach to managing relationships between organizations and customers. In the era of the new order, especially during the current Covid-19 pandemic, digitizing public service functions carried out by the General Bureau of LIPI will play an important role in supporting the smooth running of the organization's operations. Customer satisfaction is highly dependent on the service process provided by executing service functions. In order for public service functions to run properly, it is necessary to carry out analysis in exploiting customer data in order to create increased value for the organization and customers by using Value Chain model analysis. Furthermore, to describe the implementation of CRM in public service functions, the implementation of the model applied is to use Payne's five-process model. This model describes the five core processes in CRM, namely the strategy development process, the value creation process, the multichannel integration process, the performance appraisal process and the information management process. The strategy for implementing this model is used so that the results obtained can run as expected. That way, customer satisfaction will be a top priority in implementing CRM in the general service function at LIPI. </dc:description>
	<dc:publisher xml:lang="en-US">Universitas Halu Oleo</dc:publisher>
	<dc:contributor xml:lang="en-US"></dc:contributor>
	<dc:date>2021-04-20</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:type xml:lang="en-US">kualitatif</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ojs.uho.ac.id/index.php/PUBLICUHO/article/view/17703</dc:identifier>
	<dc:identifier>10.35817/jpu.v4i2.17703</dc:identifier>
	<dc:source xml:lang="en-US">Journal Publicuho; Vol 4, No 2 (2021): May - July; 225-238</dc:source>
	<dc:source>2621-1351</dc:source>
	<dc:source>2685-0729</dc:source>
	<dc:source>10.35817/jpu.v4i2</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://ojs.uho.ac.id/index.php/PUBLICUHO/article/view/17703/pdf</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2021 Mahardhika Berliandaldo, Achmad Chodiq, Sutarno Sutarno, Heru Eko Prasetyo</dc:rights>
	<dc:rights xml:lang="en-US">http://creativecommons.org/licenses/by/4.0</dc:rights>
</oai_dc:dc>