Research Article
Leadership Effect as a Moderating Variable to the Performance of CRM (UMN Case Study)
@INPROCEEDINGS{10.4108/eai.1-10-2020.2305644, author={Arief Setyadi H and Y Budi Susanto and P. M. Winarno}, title={Leadership Effect as a Moderating Variable to the Performance of CRM (UMN Case Study)}, proceedings={Proceedings of the First International Conference of Economics, Business \& Entrepreneurship, ICEBE 2020, 1st October 2020, Tangerang, Indonesia}, publisher={EAI}, proceedings_a={ICEBE}, year={2021}, month={4}, keywords={crm leadership data and information process technology human resources}, doi={10.4108/eai.1-10-2020.2305644} }- Arief Setyadi H
Y Budi Susanto
P. M. Winarno
Year: 2021
Leadership Effect as a Moderating Variable to the Performance of CRM (UMN Case Study)
ICEBE
EAI
DOI: 10.4108/eai.1-10-2020.2305644
Abstract
By studying the influence of Leadership as a moderating variable in CRM implementation, can be concluded the Effect of Leadership as a Moderating Variable on Performance CRM providing successful implementation results. A study was conducted on CRM at UMN with a population and a sample of CRM users at UMN. The results showed that: Data and Information variables had a positive influence on the CRM performance variables at UMN, with R2 of 0.532; Process variables have a positive influence with R2 of 0.555; Technology variables have a positive influence with R2 of 0.498; The Human Resources variable has a positive influence with R2 of 0.570. Meanwhile, the Leadership variable as a Moderator Variable has increased the R Square for each variable.The results is the variable that has the most decisive influence on CRM performance is the Variable of Human Resources; for this, it needs special attention when implementing CRM.
