Abstract :

Digital transformation in the construction sector can be a major catalyst for increasing productivity. Since 2023, Hilti Nusantara has adopted the use of Customer Relationship Management (CRM) from the previous BYD system to Salesforce with the aim of overcoming challenges in improving the operational efficiency of account managers and also deepening customer relationship management in the construction world. The use of Salesforce has not yet been implemented optimally, as the actual target for account managers of four customer visits per day has only reached an average of 2.6 visits per day. This study aims to conduct an in-depth analysis of the impact of Salesforce implementation at PT. Hilti Nusantara, as well as how these factors influence account manager performance. This study uses a survey method to collect data through a questionnaire. Sampling was conducted using a non-probability method with a purposive sampling approach. The sample in this study consisted of 51 respondents who are account managers at Hilti Nusantara. This study uses SPSS 26 application as an auxiliary tool.

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Keywords :

Customer Relationship Management, Efisiensi, Salesforce

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