PROPOSED IMPROVEMENT DESIGN OF KNOWLEDGE MANAGEMENT IMPLEMENTATION IN CUSTOMER RELATIONSHIP MANAGEMENT BASED ON PT X ORGANIZATIONAL GROWTH STAGE
PT X is a company engaged in the food and beverage industry with a partnership business model. The company's partner data shows stagnant sales in the period January–June 2022. This problem is then solved by assessing the maturity of knowledge management in customer relationship management ba...
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| Format: | Final Project |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/68477 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | PT X is a company engaged in the food and beverage industry with a partnership business
model. The company's partner data shows stagnant sales in the period January–June 2022.
This problem is then solved by assessing the maturity of knowledge management in customer
relationship management based on the stage of organizational growth of PT X.
Problem solving will begin with data collection and processing in the form of: identifying the
company's organizational growth stage using ASTRO ITB, in-depth interviews with the CEO
and company managers, document review, and thematic analysis; identification and
evaluation of customer relationship management process maturity with reference to the
Lambert and BPMM using in-depth interviews with company managers and thematic analysis;
and assessment of knowledge management maturity in customer relationship management
with reference to the APO model using in-depth interviews with company managers and
document review. Data triangulation is then carried out to validate the results of data
processing.
Based on data collection and processing, the company is in the expansion stage of the
organizational growth stage. The company carried out 11 of 12 customer relationship
management business processes, with the lowest score in the process of identifying customer
segmentation criteria and customer segmentation. The maturity value of knowledge
management in customer relationship management showed the company is at the expansion
level, with the lowest scores in the categories of learning and innovation and knowledge
processes. The results of this assessment were followed up by designing a knowledge
management system for the two processes with the lowest maturity value. This system can help
create best practices and a basis for appreciation of employee ideas and contributions related
to the business process, which helps the company to increase sales.
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