Articles

The Influence of Salesforce Management Systems on the Orientation, Support Beliefs, and Capabilities of Account Managers at PT. Hilti Nusantara

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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.

Optimizing Marketing Strategy to Improve Heavy Equipment Sales Performance in the Coal Mining Sector: Evidence from PT United Tractors West Sumatra

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This study investigates the impact of strategic marketing optimization on the sales performance of heavy equipment in the coal mining sector, focusing on PT United Tractors West Sumatra. Employing a quantitative approach, the research examines key factors such as Customer Relationship Management (CRM), customer satisfaction, and customer loyalty, and their interrelationships in influencing sales outcomes. Data were collected through structured questionnaires distributed to corporate clients and sales representatives within the region. Structural Equation Modeling (SEM) was used to analyze the data and test the hypothesized relationships. The findings reveal that while CRM significantly enhances customer satisfaction, its direct effect on sales performance is not statistically significant. Conversely, customer satisfaction strongly influences customer loyalty, which in turn has a significant positive effect on sales performance. The study highlights the complexity of the B2B heavy equipment market, where factors such as long purchasing cycles, after-sales service, and relationship management play crucial roles. Practical implications suggest that PT United Tractors should prioritize integrated marketing strategies that enhance customer satisfaction and loyalty through personalized service, value co-creation, and responsive support. This research contributes to the academic literature by providing empirical evidence on the nuanced roles of CRM and customer-centric strategies in optimizing sales performance in industrial markets.

Proposed Customer Relationship Management and Knowledge Management Strategy (Case Pt. Konsultan Baru Terbarukan)

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Service consultants in the energy sector in Indonesia are still relatively rare. The business in the field of energy and environmental conservation is something new in Indonesia. Through Presidential Regulation No. 65 of 2021 one of SOE company been transferred all state series B to another Electrical SOE Company The priority program of PT KBT as part of PT LTM (Persero) will focus on developing new businesses in terms of energy and environmental conservation, as well as developing new and renewable energy to support the transformation of PT LTM (Persero) as a green and clean company. The two theme frameworks that would be employed for an effective customer experience strategy are the Customer Relationship Management Value Chain  (Francis Buttle, 2019) and Customer Relationship Dimensions (Jain, Jain and Upinder, 2002). In order to improve employee competencies, researcher use knowledge management system those are Coding Analysis and Fishbone Diagram Analysis diagram. This study used a qualitative approach with the interview method conducted online through zoom meetings and also face-to-face interviews. The comprehensive CRM process strategy in order to maximize PT. KBT’s strength and opportunity as one of the PT.LTM subsidiaries by using Payne and Frow (2006)’s. The five interconnected stages that will be implemented in the Payne and Frow methodology are: the strategy development, value creation process, multichannel integration process, performance integration process, and information management process. Coding Analysis and Fishbone diagram analysis in this study aims to identify KM problems in PT.KBT. based on the identification results, the authors can propose solutions through KM Objectives which consist of people, process, and technology.