scholarly journals Penerapan E-Customer Relationship Management pada Taman Kanak-Kanak Hanifa

2012 ◽  
Vol 3 (1) ◽  
pp. 291
Author(s):  
Dina Chairuna ◽  
Yuliana Lisanti ◽  
Engkos Achmad Kuncoro
Keyword(s):  
Customer Relationship Management ◽  
Business Processes ◽  
Design Method ◽  
Unified Modeling Language ◽  
Relationship Management ◽  
Customer Relationship ◽  
Strategy Formulation ◽  
Unified Modeling ◽  
Analysis And Design ◽  
Swot Matrix

Maintaining relationships with customers is an important factor to be the key to success of Hanifa kindergarten as a pre-school institution. It requires a precise strategy to be executed and a system to support the strategy. The design method begins with several analyses on the running business processes and the external and internal factors that affect the school. The analyses are then followed by a SWOT Matrix and Internal-External Matrix which produce several alternative strategies to be implemented. The strategy formulation results in a website-based application of E-Customer Relationship Management (E-CRM) with features including three phases in Customer Relationship Management, which are acquire phase, enhance phase and retain phase. The analysis and system design is conducted using object-oriented analysis and design (OOA & D) as documented by notation Unified Modeling Language (UML).

scholarly journals Customer Relationship Management (CRM) Analysis and Design to Provide Customer Service in The Culinary Field (Case Study Restaurant XYZ)

2021 ◽  
Vol 12 (6) ◽  
pp. 2785-2809
Author(s):  
Lorio Purnomo, Sfenrianto
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Unified Modeling Language ◽  
Relationship Management ◽  
Customer Relationship ◽  
User Centered Design ◽  
Unified Modeling ◽  
Analysis And Design ◽  
Crm System

There has been a lot of discussion regarding Customer Relationship Management (CRM) in recent years, where the CRM function to provide customer service in the culinary field has been widely applied by culinary business entrepreneurs. Restaurant XYZ, which started the culinary business in 2018, will design a CRM system to improve service to its customers, this is because it has not been optimal in the process of providing services to its customers. Before doing the design, an analysis phase is needed which is carried out using the Fishbone Method, this method is expected to help in analyzing the constraints and needs of the Restaurant XYZ in the best CRM design. The design using the Diagram Unified Modeling Language (UML) and User Centered Design (UCD) approach, is expected to create a CRM system as expected by the owner of Restaurant XYZ. The CRM that has been planned is expected to help the owner in providing services to Restaurant XYZ customers.

scholarly journals Rancang Bangun Sistem Informasi Customer Relationship Management Terhadap Penilaian Pelanggan Berbasis Web

2021 ◽  
Vol 7 (2) ◽  
pp. 172-178
Author(s):  
Andri Cahyo Purnomo ◽  
Nur Felia ◽  
Halimah Febbi Budiana
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Swot Analysis ◽  
Unified Modeling Language ◽  
Relationship Management ◽  
Customer Relationship ◽  
Text Editor ◽  
Microsoft Excel ◽  
Unified Modeling ◽  
Database Server

The problem that occurs is that the CRM (Customer Relationship Management) system is still semi-computerized, namely using Microsoft Excel for data processing. Resulting in problems, among others: slow customer service, and the company's response to customers is not optimal. To overcome this, a website-based application is needed to solve the problems that are happening today. In designing the application, it uses SWOT analysis and UML (Unified Modeling Language) diagrams, and uses the PHP (Hypertext Preprocessor) programming language, Codeigniter Framework, XAMPP. The database server uses MySql and Sublime Text 2 as a text editor. So that with this application customer assessment becomes efficient and optimal.

Implementasi Sistem Rekam Medis Pasien Menggunakan Pendekatan Customer Relationship Management (CRM)

2018 ◽  
Vol 7 (2) ◽  
pp. 180
Author(s):  
Wiyanto Wiyanto ◽  
Fajar Butsianto ◽  
Karsito Karsito
Keyword(s):  
Information Technology ◽  
Information System ◽  
Medical Record ◽  
Customer Relationship Management ◽  
Unified Modeling Language ◽  
Relationship Management ◽  
Customer Relationship ◽  
Design System ◽  
System Validation ◽  
Iso 9126

Information technology is rapidly developed in this century that impact to various aspects of the organization really need information technology to support the performance and everyday business processes. In health services, information technology is required to process and storage the patient medical records, so that the patient's medical record is well preserved, and competitive advantage can be obtained between patient and polyclinic. The application of Customer Relationship Management (CRM) approach can be developed by implementing information system of medical record history to get new patient and retain existing patient, improving relationship with patient and maintaining patient loyalty as well as supporting the company/organization to provide excellent service to customers in real time through the advantage of information technology. The aims of this research are to understand patient medical record by CRM approach and Unified Modeling Language (UML) for system design, system validation using Forum Group Discussion (FGD), and using software testing Model ISO 9126. The result of this research are Medical Record History Information System and the result of system validation with FGD is 100% accepted, the result of system test using Model ISO 9126 is good with success rate 82,86%, so it can give contribution to polyclinic.

scholarly journals Analysis and Design of Sales Information System on Web-Based E-Commerce in Yoga Farm Catfish Breeding Business Using UML

2020 ◽  
Vol 4 (3) ◽  
pp. 683
Author(s):  
Muhamad Ridho Dwi Cahyo ◽  
Candiwan Candiwan
Keyword(s):  
Information System ◽  
Business Processes ◽  
Product Information ◽  
Small And Medium Enterprises ◽  
Unified Modeling Language ◽  
Future Research ◽  
Web Based ◽  
Unified Modeling ◽  
Analysis And Design ◽  
Medium Enterprises

Yoga Farm is a Micro, Small, and Medium Enterprises (MSME) that focuses on catfish breeding that is still doing business processes manually. With this process, information received by related parties is very difficult to obtain quickly. Therefore, the product is still not widely known, and customers are still few because the system used in sales and promotions still uses a manual system. The research method used is qualitative. This study aims to create a sales information system recommended at Yoga Farm and design using Unified modeling language (UML) for the recommended business processes. Customers will get product information in real-time, products can be widely recognized, and the number of Yoga Farm customers can increase. Based on the results of this study, adoption of a web-based sales information system can certainly make it easier to get the latest information quickly, can expand the market and can also facilitate customers in the transaction. For future research, this research can be used as a reference for conducting similar studies at other MSMEs to increase sales

scholarly journals PENERAPAN CRM UNTUK ANALISIS KELAYAKAN BISNIS DISTRIBUSI KAYU BERBASIS ANDROID

Respati ◽  
2020 ◽  
Vol 15 (2) ◽  
pp. 79
Author(s):  
Angga Cahyo Saputro
Keyword(s):  
Customer Relationship Management ◽  
Business Processes ◽  
Data Flow ◽  
Financial Analysis ◽  
Relationship Management ◽  
Customer Relationship ◽  
Flow Diagram ◽  
Use Case ◽  
Wood Industry ◽  
Business Flow

                                             INTISASICv. Indotrace adalah perusahaan yang bergerak dalam bidang distribusi kayu, saat ini dalam melakukan bisnisnya, perusahaan mengalami beberapa hambatan dengan para pelanggan industry kayu dan pelanggan mitra perusahaan.Maka dari itu untuk menghubungkan peusahaan dengan pelanggan idustri kayu dan pelanggan mitra perusahaan, maka perusahaan ingin menerapkan CRM (Customer Relationship Management) guna mengatasi permasalahn tersebut. Dalam menerapkan CRM perusahaan membandingkan alur bisnis yang sudah berjalan dengan alur bisnis usulan yang mana alur bisnis usulan ini digambarkan dengan use case diagram dan data flow diagram. Hasil akhir penelitian ini adalah berupa rekomendasi prototype aplikasi yang mana digunakan untuk membantu proses bisnis yang dijalani perusahaan. Selain itu juga dalam penelitian ini dilakukan analisa keuangan untuk menujukkan efektifitas aplikasi yang dijalankan pada perusahaan. Hasilnya usulan aplikasi ini layak untuk dijalankan dengan ROI sebesar 59% dan NPV sebesar 85,321,596. Selain itu payback periode nya menunjukkan pada tahun pertama sudah bisa kembali. Kata kunci— CRM, Distribusi, Kayu, Andoroid, Kelayakan Bisnis.                                                                                      ABSTRACTThis CV Indotrace is a company engaged in the distribution of wood, currently in doing business, the company experiences several obstacles with the customers of the wood industry and the customers of the company's partners. So from that to connect the company with wood industry customers and customers of the company's partners, the company wants to implement CRM (Customer Relationship Management) to overcome these problems.In implementing CRM the company compares the business flow that is already running with the proposed business flow where the proposed business flow is illustrated with use case diagrams and data flow diagrams. The final result of this research is in the form of a prototype application recommendation which is used to help the business processes undertaken by the company. In addition, this study also conducted a financial analysis to show the effectiveness of applications that are run on the company. The result is that this proposed application is feasible to run with an ROI of 59% and an NPV of 85,321,596. In addition, the payback period shows that the first year can be returned.Kata kunci— CRM, Distribution, Wood, Andoroid, Business Feasibility.

scholarly journals SISTEM E-CRM PADA KLINIK TUMBUH KEMBANG ANAK INDIGROW

2008 ◽  
Vol 2 (2) ◽  
pp. 124
Author(s):  
Henkie Ongowarsito ◽  
Hesty Gitarani
Keyword(s):  
Unified Modeling Language ◽  
Internal Factors ◽  
Unified Modeling ◽  
Analysis And Design ◽  
Systems Analysis And Design ◽  
Swot Matrix ◽  
Business Conditions ◽  
Special Children ◽  
Initial Research ◽  
Research Analysis

Parents of children with special needs generally face skepticism from within himself and rejection from family or the environment when faced with the fact that their children are special children. Therefore, they need environments where they can share with each other so they are more powerful in supporting children to develop. Clinic Indigrow as parents and school partners in developing the child optimally, having a few problems relating to the operation of their services, the problems are: The schedule consultation/evaluation by a doctor that often can not be implemented because the doctor had to attend seminars abroad, oversee the implementation of home programs, and also in providing education and support for parents. With eCRM organization will be able to improve its services to support parents. ECRM for Clinical Development Indigrow starting from the analysis of internal factors and external, and then further analyzed using the SWOT Matrix and Matrix IE to get an alternative strategy in accordance with business conditions Indigrow Clinic. ECRM systems analysis and design were calculated using Object Oriented Analysis and Design (OOA & D) and documented with notations Unified Modeling Language (UML). In accordance with the problems encountered in the initial research, analysis and design, the focus is limited to the field of service. Results of the design is the eCRM system that can be developed and utilized by the Clinic Indigrow to provide more support to parents of patients.Keywords: service, eCRM, indigrow children

scholarly journals Intelligent CRM systems of transport companies

2020 ◽  
Vol 9 (26) ◽  
pp. 409-414
Author(s):  
Thanh Trung Truong
Keyword(s):  
Customer Relationship Management ◽  
Intelligent Systems ◽  
Business Processes ◽  
System Analysis ◽  
Self Regulation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Transport Systems ◽  
Cloud Infrastructure ◽  
Technological Efficiency

High technological efficiency and the use of intelligent systems are the main internal factors in the evolution of the transport company. Transportation companies are introducing digital infrastructure, trying to achieve practical results by focusing on customer demand, such as actively using Customer Relationship Management and holding on to the customer, increasing their loyalty. But there are problems in activating such systems because of their heterogeneity and non-systemic approach to their use. A system analysis is needed, which is the main purpose of this article. This problem is discussed in this article for highly competitive transport (logistics) business. The capabilities and impact of the transport company 's customer relationship management systems in the cloud are analyzed. The method of organization and regulation of business processes oriented to relations with clients, creation and development of cloud business infrastructure is proposed. The evolutionary cycle of the transport system in cloud infrastructure is described. A comprehensive multiplicative transportation efficiency model similar to the Allen model has been built and described how to use it to evaluate system self-regulation. The results of the work can become a methodological basis for solving practical problems of business processes of transport systems and their transfer to cloud infrastructure.

Implementing Knowledge-Enabled CRM Strategy in a Large Company

2005 ◽  
pp. 249-278 ◽  
Author(s):  
Minwir Al-Shammari
Keyword(s):  
Customer Relationship Management ◽  
Business Processes ◽  
Resistance To Change ◽  
Relationship Management ◽  
Processing System ◽  
Management Program ◽  
Information And Communications Technology ◽  
Customer Relationship ◽  
Implementation Phase

This case study is aimed at developing an understanding of the various aspects and issues concerning the implementation of a knowledge-enabled customer relationship management (KCRM) strategy at a telecommunications company in a developing country. The KCRM program was composed of three major parts: enterprise data warehouse (EDW), operational customer relationship management (CRM), and analytical CRM. The KCRM initiative was designed to automate and streamline business processes across sales, service, and fulfillment channels. The KCRM program is targeted at achieving an integrated view of customers, maintaining long-term customer relationship, and enabling a more customer-centric and efficient go-to-market strategy. The company faced deregulation after many years of monopoly. The company initiated a customer-centric knowledge management program, and pursued understanding customers’ needs and forming relationships with customers, instead of only pushing products and services to the market. The major result of the case study was that the KCRM program ended as an Information and Communications Technology (ICT) project. The company did not succeed in implementing KCRM as a business strategy, but did succeed in implementing it as a transactional processing system. Several challenges and problems were faced during and after the implementation phase. Notable among these was that the CRM project complexity and responsibilities were underestimated, and as a result, the operational CRM solution was not mature enough to effectively and efficiently automate CRM processes. Changing organizational culture also required a tremendous effort and pain in terms of moving toward customer-centric strategy, policy and procedures, as well as sharing of knowledge in a big organization with many business silos. Employees’ resistance to change posed a great challenge to the project. As a conclusion, the KCRM case study qualified as a good case of bad implementation.

Possibilities of Implementing Customer Relationship Management in the Function of Improving the Competitiveness of the Civil Engineering Sector

2015 ◽  
Vol 725-726 ◽  
pp. 977-983 ◽  
Author(s):  
Boban Melovic ◽  
Mijat Jocovic ◽  
Irina Lugovskaya ◽  
Nikolai Vatin
Keyword(s):  
Customer Relationship Management ◽  
Business Processes ◽  
Civil Engineering ◽  
Relationship Management ◽  
Business Environment ◽  
Customer Relationship ◽  
Business Strategies ◽  
Crm System ◽  
Modern Business

Modern business strategies and quality of business environment are conditions for increasing competitiveness of companies in the civil engineering sector. Basic idea of Customer Relationship Management (CRM) is to shift the focus from the product to the buyer and in that way to build quality, long term and profitable relations. Products and services must be adjusted to the demands and specifications of certain clients. CRM is not a technology but a business concept, business philosophy. Basic aim of CRM in the civil engineering sector is gaining and keeping customers with the biggest purchasing potential. The article show that the implementation of the CRM system is in the direct positive correlation with business results of the companies from the civil engineering sector. In order to make the CRM strategy successful, it is necessary to determine appropriate strategy of creating long term, sustainable and profitable relationships with buyers, then to adjust business processes of the company and if necessary to adapt the organizational structure to creating the environment which is totally focused on the buyer.

scholarly journals Customer relationship management: Are software applications aligned with business objectives?

2006 ◽  
Vol 37 (2) ◽  
pp. 17-32 ◽  
Author(s):  
M. L. Hart
Keyword(s):  
South African ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Strategy Formulation ◽  
Customer Data ◽  
Business Objectives ◽  
Software Applications ◽  
Customer Data Integration

Customer relationship management (CRM) can be thought of as IT-enabled relationship marketing. It has numerous definitions and perspectives, and success of implementation has been limited to date. This paper examines recent literature on the subject, drawing attention to the importance of a balance between strategy formulation, IT and organisational alignment when adopting and implementing CRM. It then discusses results of an exploratory study carried out amongst 34 South African organisations on their business objectives for CRM, the CRM applications that they have invested in or are considering, and the extent of integration of their customer data. The most important objectives and most widely used CRM applications are determined, and associations between applications and objectives are analysed. It is not apparent that CRM applications are selected in line with business objectives, and expected associations with objectives often do not exist for the objectives rated most important. Only certain aspects of customer data integration are significantly linked to objectives or CRM applications. The study suggests the need for fuller determination of strategy and objectives when involved with CRM investigation and adoption, and co-ordination at all levels of implementation between Marketing and IT.

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