Development of customer relationship management (CRM) model based on the maturity level of cobit 4.1 (Case study: Cooperative section at the department of Industry, trade, cooperative, and small-medium enterprises, Yogyakarta province)

Abstract

The Department of Industry, Trade, Cooperative, and Small-Medium Enterprises (DITCSMEs) of Yogyakarta Province has implemented a Blueprint IT for Jogja Cyber Province. One section in the DITCSME, namely the Cooperative Section, outlines obstacles that limit human resources and lack of mastery and utilization of technology in their services. Services performed by this section are currently done in an offline manner. The Cooperative Section has a system with limited information that does not provide detailed information to its clients. This section has difficulties managing its client base using technology. This paper is based on a research project, “Development of a CRM Model Based on the Maturity Level of Cobit 4.1 (A Case Study: the Cooperative Section at the Department of  Industry, Trade, Cooperative, and Small-Medium Enterprises, Yogyakarta Province)”. Stages of this research included analysis, calculation of COBIT 4.1, analysis of the expected conditions, GAP analysis, CRM modeling, a feasibility study, and recommendations. The results of this research are (1) establishment of a CRM framework to Model the Cooperative Section at the DITCSME, Yogyakarta Province, and (2) generated models were tested and used as a reference at the Cooperative Section in CRM mapping and guidance on building planning applications.