INFLUENCE INCENTIVES, CUSTOMER RELATIONSHIP MANAGEMENT, AND TEAMWORK TOWARDS EMPLOYEE PERFORMANCE THROUGH MEDIATION MOTIVATION EMPLOYEE PT. DAM
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Abstract
PT. DAM is an automotive and decorative paint distributor with operational offices located in East Java, Lombok, and Bali. Customer Relationship Management (CRM) plays an important role in influencing company sales performance. PT. DAM has successfully achieved significantly higher sales performance compared to its competitors, with contribution rates ranging from 67.08% to 78.44%, while competitors’ contributions are considerably lower, ranging from 0.34% to 24.83%. Through the effective implementation of CRM, PT. DAM aims to enhance customer loyalty, satisfaction, and retention, thereby strengthening its market presence and increasing overall sales performance. Therefore, understanding and effectively utilizing CRM is crucial for maintaining competitive advantage and driving superior sales performance. This quantitative study employs the Structural Equation Modeling–Partial Least Squares (SEM-PLS) approach. The population of this study consists of sales employees at PT.DAM, totaling 53 individuals; therefore, the sample size used in this research is 53 respondents. Based on the results of the analysis, it can be concluded that CRM has a significant effect on employee performance, teamwork, employee incentives, and employee motivation
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This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
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