The Implication of Customer Relationship in Office Facility Management of Upstream Oil and Gas Business

Many researchers have discussed the role of Customer Relationship Management (CRM) in the private and public sectors, especially in citizen-centered government agencies. However, there is still little effort to address the adoption of CRM in the field of oil and gas government agencies, mainly related to the office facilities management area. This paper seeks to fill this gap by discussing the implications of CRM in the office facility management and its implementation in the upstream oil and gas agency in the Republic of Indonesia. The study recommends a CRM strategy implemented on each element of people, process, and technology. This implementation is expected to provide office facility services that are more effective and efficient, also to increase customer satisfaction and employee productivity. The evaluation of CRM software, the selection of cloud computing solutions, as well as the use of a balanced scorecard to measure project performance, are also presented in the paper.