Rekayasa Sistem Informasi Cerdas untuk Diagnosis dan Perbaikan Kinerja Berbasis Customer Relationship Management (CRM)

Abstract

The aim of this study is to I) Identify and formulate variable and criterion and a hierarchy of perfomlance measurement structure for diagnose perfoI1l'UTIce in customer relationship management system, 2) Identify and formulate performance improvement services based on neuro-fuzzy system approach 3) Develop an inte!1igeilt infonnation system model prototype for diagnosis agroindustrial performance by using Unified Modeling Language (UML) exploiting soft computing tecbique. The measurement of diagnosis construct in four perspectives of CRM, namely customer knowledge, customer interaction, and customer value added creation and customer satisfaction. CASE (Computer Aided Software Engineering) tools were deployed in modeling sub system in object-oriented based-UML A distributed web based system is cor:structcd to gather customer's remote responses into a centralized database. The second sub model is a fuzzy rule based system inferred the position of cUStomer relationship performance for further treatment in neuro-fuzzy system exploit ANFIS, Strategy initiatives construct a performance improvement programs for scenario compiled by the classification of ANFIS (Adaptive l\euro-Fuzzy Inference System) based subsystems. The prototype system shows a real time· aggregated response data that remotely display as diagnosis of customer relationship performance and capability to support management to classify performance improvement initiative strategy