PROPOSED CUSTOMER RELATIONSHIP MANAGEMENT AND KNOWLEDGE MANAGEMENT STRATEGY (CASE PT. KONSULTAN BARU TERBARUKAN)

• Main Author: Zanaria, Mifta
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/63593
• Institution: Institut Teknologi Bandung

Service consultants in the energy sector in Indonesia are still relatively rare. The business in the field of energy and environmental conservation is something new in Indonesia. Through Presidential Regulation No. 65 of 2021 one of SOE company been transferred all state series B to another Electrical SOE Company The priority program of PT KBT as part of PT LTM (Persero) will focus on developing new businesses in terms of energy and environmental conservation, as well as developing new and renewable energy to support the transformation of PT LTM (Persero) as a green and clean company. The two theme frameworks that would be employed for an effective customer experience strategy are the Customer Relationship Management Value Chain (Francis Buttle, 2019) and Customer Relationship Dimensions (Jain, Jain and Upinder, 2002). In order to improve employee competencies, researcher use knowledge management system those are Coding Analysis and Fishbone Diagram Analysis diagram. This study used a qualitative approach with the interview method conducted online through zoom meetings and also face-to-face interviews. The comprehensive CRM process strategy in order to maximize PT. KBT’s strength and opportunity as one of the PT.LTM subsidiaries by using Payne and Frow (2006)’s. The five interconnected stages that will be implemented in the Payne and Frow methodology are: the strategy development, value creation process, multichannel integration process, performance integration process, and information management process. Coding Analysis and Fishbone diagram analysis in this study aims to identify KM problems in PT.KBT. based on the identification results, the authors can propose solutions through KM Objectives which consist of people, process, and technology.