PROPOSED IMPROVEMENT DESIGN OF KNOWLEDGE MANAGEMENT IMPLEMENTATION IN CUSTOMER RELATIONSHIP MANAGEMENT BASED ON PT X ORGANIZATIONAL GROWTH STAGE

• Main Author: Iqbal Dinael Barasa, Putra
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/68477
• Institution: Institut Teknologi Bandung

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.