PENILAIAN TINGKAT MATURITAS MANAJEMEN PENGETAHUAN PADA PROSES CUSTOMER RELATIONSHIP MANAGEMENT PT JOBHUN MEMBANGUN INDONESIA

• Main Author: Aufa Ashiddiq, Muhammad
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/67530
• Institution: Institut Teknologi Bandung

PT Jobhun Membangun Indonesia (Jobhun) is a company that focused on career development that targets university students and fresh graduates. From Jobhun’s internal data, it is found that sales number tended to decline from August 2021 – March 2022. To answer this problem, a design process for improving knowledge management in Jobhun’s customer relationship management (CRM) process is carried out. To be able to make this design, several identification processes are needed, namely identification of organizational growth stages with ASTRO ITB, identification of CRM business processes according to Lambert (2009), and identification of knowledge management maturity in CRM process using the APO model (Young, 2020). Data is collected by in-depth interview, questionnaires, and document review. Data processing is carried out using thematic analysis method and numerical operations. Based on the results of data processing, Jobhun’s current growth is in the expansion stage. Jobhun carried out 11 CRM business processes with the lowest score in identification of customer segmentation criteria, creation of product and service differentiation guidelines, and customer segmentation. The maturity of knowledge management in Jobhun’s CRM is at the refinement level with the knowledge process category having the largest gap. Jobhun is directed to design a knowledge management system for segmentation and differentiation process based on the improved business process. This system can assist in managing best practices in CRM business processes, so that in the end it can help increase Jobhun’s sales.