Customer Relationship Management In Archives Facilitation Services At The Central Archives Directorate Of The National Archives Of The Republic Of Indonesia
Abstract
The ANRI Central Archives Directorate is to understand user needs more deeply, manage communications systematically, and provide more targeted solutions. CRM also plays a vital role in building long-term relationships, increasing satisfaction, and strengthening user trust in the ANRI Central Archives Directorate's archival facilitation services. In the context of government institutions, the use of CRM is not only aimed at improving service quality, but also as part of bureaucratic reform towards a professional and user-oriented public service. Archives are records of activities or events in various forms and media created and received by state institutions, local governments, educational institutions, companies, political organizations, community organizations, and individuals in the implementation of community, national, and state life. Archives have administrative, legal, financial, research, and historical value. Static archives are a vital part of preserving the nation's collective memory. This study uses a descriptive qualitative approach, which aims to describe, analyze, and interpret the implementation of Customer Relationship Management (CRM) in archival facilitation services at the ANRI Central Archives Directorate. This approach was chosen because it is considered capable of exploring the processes, experiences, and dynamics of interactions between service providers and service users in greater depth. The implementation of Customer Relationship Management (CRM) in archival facilitation services at the ANRI Central Archives Directorate has been ongoing, but is not yet optimal. Operational CRM is evident in the provision of consulting services, the use of information systems, and the provision of a fairly clear service flow. However, analytical and collaborative CRM still need to be strengthened, particularly in the strategic utilization of user data and coordination between units and institutions that create archives.
Keywords: Customer Relationship Management (CRM), Public Services, Archives as Collective Memory of the Nation
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HUMANIS (Humanities, Management and Science Proceedings) is a national peer reviewed and open access journal that publishes significant and important research from all area of agroindustry.
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