| Abstrakt: |
Nowadays, globalization is experiencing increasingly rapid development and is very difficult to separate from human civilization, even since its inception. Apart from that, the era of globalization also promises convenience for humans. The development of information technology, as a result of globalization, has encouraged various innovations which of course make things easier for someone to do various things with the help of technology. One of the consequences of the growth of technological knowledge at this time is giving rise to a new stigma in life, namely internet use. The internet itself provides benefits for everyone so they can connect with each other without any restrictions (Harto, Pratiwi, Utomo, & Rahmawati, 2019). Internet user not only comes from adults but is also used by teenagers and children. Item to achieve a competitive advantage for corporations. This research was conducted to develop an evaluation of the implementation of the CRM system to identify the main factors of successful implementation and then create a model that can predict future strategy implementation. To analyze these factors, factor analysis is employed, and it also helps to build a model of the associated factors in conjunction with a regression analysis. The results showed 5 (five) main factors, namely CRM Reliability, CRM Under Usage, Capability, Unpreparedness, and Quality of Customer Relations. [ABSTRACT FROM AUTHOR] |
