scholarly journals Analisis dan Perancangan Operasional Sistem Berbasiskan CRM (Studi Kasus pada PT Terang Dunia Internusa)

2010 ◽  
Vol 1 (2) ◽  
pp. 1083
Author(s):  
Tanty Oktavia
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Object Oriented ◽  
Customer Relationship ◽  
Web Based ◽  
Analysis And Design ◽  
The Business Cycle ◽  
The Relationship ◽  
Web Based System

Article to design an operational system based Customer Relationship Management (CRM) that can connect customers with the company. It is expected that the exchange of information between both parties can be properly channeled, in short, accurate, and actual business-process occurs. Information is an important part in the business cycle because it includes all the transactions that are closely related business activities that occurred. The method used in designing this system is the Object Oriented Analysis and Design. Results to be achieved from this research are the formation of a web-based system that is able to become a liaison between the customer and the company, so the relationship can be well maintained. Customer satisfaction towards services obtained during the conduct of business transactions will have a positive impact for the company, as this can make the customers stay loyal to the company, as well as company profit can be increased as increasing customer loyalty.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

scholarly journals The Implementation of Customer Relationship Management (CRM) Supported by SMS Gateway Technology

2019 ◽  
Vol 16 (1) ◽  
pp. 45
Author(s):  
Komang Redy Winatha
Keyword(s):  
Customer Relationship Management ◽  
Service Management ◽  
Environmental Changes ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Web Based ◽  
Customer Data ◽  
Gateway Technology ◽  
Web Based System

Responding to the higher restaurant industry competition, the Mailaku Roemah Nongkrong restaurant was not too flexible in facing an environmental changes. It was still using manual technology while there was an advancing technological developments. It was still applying the internal resources for business development. One way to overcome this problem is by utilizing technology and the concept of customer relationship management (CRM). CRM is a marketing strategy to create and maintain customer relationships and reduce the possibility of customers moving to other competitors. This study presented the development and implementation of CRM in a web-based system that was supported by sms gateway technology. The research methodology that will be used in this study consists of some steps, such as library study, observation, interviews, and system development which was divided into analysis, design, coding, and testing. The result was a web-based system was able to manage customer data, product promotion, and customer service management to create good relationships with customers. This system can be as an alternative for restaurants and customers in establishing practical business communication.

Market Orientation, Customer Relationship Management (CRM) Implementation Intensity, and CRM Performance

2015 ◽  
pp. 149-172
Author(s):  
Bryan Soh Yuen Liew ◽  
T. Ramayah ◽  
Jasmine A. L. Yeap
Keyword(s):  
Market Orientation ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Positive Impact ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Equation Modeling ◽  
The Relationship ◽  
Technology Trends

The Web hosting industry is characterized by the rapid growth of information technology trends as well as constantly growing competition. Market orientation and Customer Relationship Management (CRM) are thought of as key solutions to this predicament. Thus, the purpose of this study was to test the effect of market orientation on CRM implementation intensity and subsequently the effect of CRM implementation intensity on CRM performance. Data was collected via online questionnaires from 81 online Web hosting companies around the world and analyzed using Partial Least Squares structural equation modeling technique. The results indicated that market orientation had a significant positive impact on CRM implementation intensity and CRM implementation intensity had a direct positive influence on CRM performance. A test of mediation also confirmed that CRM implementation intensity mediated the relationship between market orientation and CRM performance. Implications of these findings are further explored.

scholarly journals Sistem Informasi Penjualan Dengan Fitur Customer Relationship Management (CRM) Pada Tria Salon Berbasis Web

2019 ◽  
Vol 1 (3) ◽  
pp. 165-174
Author(s):  
Welda Welda ◽  
Bagus Baskara Sukarma ◽  
Emmy Febriani Thalib
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Web Based ◽  
Customer Data ◽  
Transaction Data ◽  
To Come ◽  
Service Data ◽  
Incorrect Data

Sales is a transaction carried out by two or more parties between one person to another with a valid payment that generates an income. One of the factors of success of sales is to maintain good relationships with customers, such as giving special promotions to Pelaggan so that customers will continue to come to buy products or services offered by a company.In this study found problems such as the difficulty of determining customer loyalty, the difficulty of determining the product that must be stocked a lot, the difficulty in recording transactions because of the possibility of missing or incorrect data due to Tria salon still recording data in the ledger. In addition, other problems that arise are the delivery of promotions that take more time due to having to send the same message one by one to the customer.The solution to solving this problem is to build a sales information system with web-based customer relationship management (CRM) features. Which later can help admin performance in managing customer data, managing product and service data and managing transaction data. In addition, it can help salon owners in managing customer reports and transaction reports and can provide promotions to all customers.From the results of blackbox testing that has been done, the results obtained are that the test is in accordance with the process that is run and produces an output that is in accordance with the system functions that have been defined.

scholarly journals Pengaruh Brand Image, Service Quality, dan Customer Relationship Management Terhadap Customer Loyalty

2019 ◽  
Vol 3 (5) ◽  
pp. 56
Author(s):  
Samuel Hendy ◽  
Keni Keni
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Brand Image ◽  
Positive Impact ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Online Questionnaire ◽  
Coffee Shops

This research is being shown in order to learn how brand image, service quality and customer relationship management can affect customer loyalty one of these coffee shops in Jakarta. This research can be classified as quantitative and descriptive research which consist of primary data that being gather by online questionnaire, in other word survey. These coffee shops customer that located in Jakarta are the sample in this research. The data that has been gathered are being collected from 150 customers. As the result, this research shown from these coffee shops customer in Jakarta are 1) Brand image affect the customer loyalty in positive way. 2) Service quality give positive impact toward customer loyalty. 3) There are positive clout that customer relationship management give toward customer loyalty

scholarly journals The Impact of CRM Strategy on Customer Loyalty in SMEs

2018 ◽  
Vol 11 (11) ◽  
pp. 37 ◽  
Author(s):  
Lena Saleh ◽  
Laura El Saheli
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Service Industry ◽  
Positive Impact ◽  
Customer Relationship ◽  
Long Run ◽  
Study Results ◽  
Small Medium Enterprises ◽  
Medium Enterprises ◽  
The Impact

The beauty service industry is one of the most flourishing industries in contemporary Beirut, the capital of Lebanon, as versatile demands from men and women have catered to this uplifting growth. A national scandal, however, lead to the suspension of several beauty centers, and conveyed a challenge for competitive small-medium enterprises (SME) to sustain relationships with customers over the long-run. The aim of this study was to understand the impact of customer relationship management (CRM) strategy on customer loyalty using the case of beauty centers in Beirut, Lebanon. The study employed a quantitative approach where data was collected by means of a questionnaire, from a sample of 103 customers. Four variables, as components of CRM, were measured in this study. Results of the statistical analysis verified that customer experience, employee behaviour, and value proposition have a positive impact on customer loyalty. This research provides recommendations for strategically improving relationship-oriented practices in Lebanese SMEs, particularly in the beauty sector.

The Moderating Effect of Environmental Turbulence on the Relationship Between Customer Relationship Management and Business Performance

2021 ◽  
pp. 87-105
Author(s):  
Samuel Gyedu ◽  
Tang Heng ◽  
Michael Verner Menyah ◽  
Junior Oti-Frimpong
Keyword(s):  
Customer Relationship Management ◽  
Business Performance ◽  
Positive Impact ◽  
Linear Regression Analysis ◽  
Relationship Management ◽  
Customer Relationship ◽  
Environmental Turbulence ◽  
Telecommunication Sector ◽  
Technological Turbulence ◽  
The Relationship

This article mainly aims to verify the moderating role environmental turbulence plays on the relationship between customer relationship management and business performance. The research was performed based on the survey performed in Ghana telecommunication sector, and the sample included 579 staff from MTN Ghana, VODAFONE Ghana, ALTEL/TIGO Ghana, ESPRESSO Ghana and GLOBACOM Ghana. The statistical analysis of the obtained results was carried out using multiple linear regression analysis with STATA and AMOS statistical software package. The obtained results clearly show that all constructs of CRM namely information sharing, customer involvement, joint problem solving, long-term partnership and technology-based CRM have a significantly positive impact on business performance. The moderation analysis indicated that technological turbulence positively moderates the relationship that existed between the various constructs of customer relationship management and business performance indicating that technological turbulence significantly strengthens the relationship between these variables. On the contrary, market turbulence significantly weakens the relationship between the various customer relationship management constructs and business performance. These findings contribute immensely to literature and knowledge by indicating which moderating environmental turbulence significantly strengthens and weakens the existing relationship between customer relationship management and business performance within the Ghanaian telecommunication sector.

scholarly journals PERANCANGAN E-CUSTOMER RELATIONSHIP MANAGEMENT PADA PT STARSINDO LOGISTICS

2009 ◽  
Vol 3 (2) ◽  
pp. 89
Author(s):  
Nelly Nelly ◽  
Hudiarto Hudiarto ◽  
Rangga Yudhika
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Object Oriented ◽  
Customer Relationship ◽  
Analysis And Design ◽  
The Status ◽  
Freight Forwarder ◽  
Freight Forwarding ◽  
Object Oriented Analysis

PT Starsindo Logistics is a company engaged in the field of freight forwarder. The company problem faced today is providing information to customers that are less precise and quick, especially on the customer’s order status information. This problem starts from the time of departure until time EMKL truck dock container freight customers enter the process. Therefore, it is necessary to use electronic Customer Service applications-Customer Relationship Management as it can make it easier to manage and control the flow of information about the status of customer orders. The research method is to follow the rules that exist in the Object Oriented Analysis and Design which has been introduced by Mathiassen. Through the website, the public is expected to easily access all information about the company and vessel schedules. Customers can also access information on schedule orders, tracking order status and transaction history that has been done. With the web-based Customer Service applications, it is expected to help companies build better relationships with customers.Keywords: e-customer relationship management, freight forwarding, object-oriented analysis and design

Does Technology Acceptance Change the Way from CRM to Customer Loyalty?

2010 ◽  
Vol 2 (3) ◽  
pp. 44-56
Author(s):  
Yi-Yuan Liu
Keyword(s):  
Technology Acceptance ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Banking Industry ◽  
Relationship Management ◽  
Mediating Effect ◽  
Customer Relationship ◽  
Continuance Commitment ◽  
Retail Banks ◽  
The Relationship

This study explores the moderating effect of technology acceptance on the relationship between customer relationship management (CRM) in terms of distribution and tailor-made functions and customer loyalty in the banking industry. The author uses LISREL two-group path analysis to find the variances between high and low technology acceptance. Data collected from the customers of nine retail banks show that commitments have a mediating effect on the relationship between the tailor-made function of CRM and customer loyalty, while technology acceptance has significant effects on both relationships between the two functions of CRM and continuance commitment.

scholarly journals Perancangan E-Customer Relationship Management Pada Pt Starsindo Logistics

2010 ◽  
Vol 1 (2) ◽  
pp. 449
Author(s):  
Nelly Nelly ◽  
Hudiarto Hudiarto ◽  
Rangga Yudhika
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Web Based ◽  
Analysis And Design ◽  
Customer Order ◽  
Freight Forwarding ◽  
Service Application ◽  
And Control

Starsindo Logistics Inc. (SL) is a company in freight forwarding service. The problem in this company is less information provided to customers, especially about customer order status information. It is started from the departure of the EMKL truck until the standard time of customer container entering freight process. Therefore, it is needed to use the customer service application electronic-Customer Relationship Management (e-CRM), because it will ease to manage and control information flow about the customer order status. The research method is following rules in object oriented analysis and design by Mathiassen. Through website, public is hoped to easily access the company information or ship schedule, order list, tracking order status, or transaction history. This web-based customer service application could help the company to build a good relationship with customers. 

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