scholarly journals Pencapaian Tujuan Perusahaan dengan Customer Relationship Management pada Industri Jasa Telekomunikasi

2013 ◽  
Vol 4 (2) ◽  
pp. 950 ◽  
Author(s):  
Adhi Nugroho Chandra ◽  
Angga Hardian Anugrah ◽  
Christianus Ambardi Setyoko
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Consumer Loyalty ◽  
Web Based ◽  
Business Units ◽  
Marketing Mix Strategy ◽  
A Company

Marketing strategies can include forms of chosen marketing communications and marketing mix strategy. A company should maintain its consumer loyalty in a long term to prevent its product being “lost” due to lack of after-sales service. Thus, a concept of customer relationship management appears to improve customer satisfaction. Furthermore, for the company, implementing a strong customer relationship management will support other business units so that the corporate goal to gain profit will be achieved, considering the function of CRM is part of marketing unit the as spearhead of the company. CRM development cannot beseparated from technology. Therefore the use of CRM combined with web-based technology will result in a line of the target of a company, especially a telecommunication company, to face competition.

Analyzing the Influence of Customer Relationship Management on Firm Performance

2018 ◽  
pp. 1590-1622
Author(s):  
Brijesh Kumar Yadav ◽  
Abhijeet Singh
Keyword(s):  
Organizational Performance ◽  
Customer Relationship Management ◽  
Hotel Industry ◽  
Relationship Management ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Buying Behaviour ◽  
A Company ◽  
Indian Perspective

Today, companies have come to realize that customers are the foundation of a business and effective relationship management is indispensable for the success of an organisation. Hence, one of the most important objectives of a company is to satisfy its customers as they are the backbone and keep a business running. Moreover, it is being witnessed that customer's needs and buying behaviour have changed considerably. In order to meet ever changing demands, organisations need to adopt customer oriented marketing strategies to gain competitive advantage. Since customers nowadays are becoming more price sensitive and shift loyalty frequently in terms of selecting products and services of any company, it has become very difficult to retain them. As a result, emphasis on long term relationships with customers has gained momentum in businesses. The goal of the present study is to expand the study of customer relationship management (CRM) by investigating the association of dimensions of CRM and organizational performance. The study extends customer relationship management to the hotel industry context. It explores a set of CRM dimensions or constructs that are important for implementing CRM in hotel industry in Indian perspective.

Analyzing the Influence of Customer Relationship Management on Firm Performance

2014 ◽  
Vol 5 (3) ◽  
pp. 69-97 ◽  
Author(s):  
Brijesh Kumar Yadav ◽  
Abhijeet Singh
Keyword(s):  
Organizational Performance ◽  
Customer Relationship Management ◽  
Hotel Industry ◽  
Relationship Management ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Buying Behaviour ◽  
A Company ◽  
Indian Perspective

Today, companies have come to realize that customers are the foundation of a business and effective relationship management is indispensible for the success of an organisation. Hence, one of the most important objectives of a company is to satisfy its customers as they are the backbone and keep a business running. Moreover, it is being witnessed that customer's needs and buying behaviour have changed considerably. In order to meet ever changing demands, organisations need to adopt customer oriented marketing strategies to gain competitive advantage. Since customers nowadays are becoming more price sensitive and shift loyalty frequently in terms of selecting products and services of any company, it has become very difficult to retain them. As a result, emphasis on long term relationships with customers has gained momentum in businesses. The goal of the present study is to expand the study of customer relationship management (CRM) by investigating the association of dimensions of CRM and organizational performance. The study extends customer relationship management to the hotel industry context. It explores a set of CRM dimensions or constructs that are important for implementing CRM in hotel industry in Indian perspective.

scholarly journals Application of E-CRM in Salon Business in Increasing Loyalty and Service to Customers

2020 ◽  
Vol 4 (2) ◽  
pp. 268-275
Author(s):  
Nur’Ahya Anisa ◽  
Yuliazmi Yuliazmi ◽  
Grace Gata
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Web Based ◽  
Existing Problems ◽  
Crm System ◽  
Provision Of Services ◽  
Number Of Customers ◽  
A Company ◽  
Loyal Customers

D'Moze Salon is a company engaged in the sale of salon services established in 2009 with its first branch located in Tanjung Duren, West Jakarta. Some of the factors faced by D 'Moze Salon are handling verbally delivered complaints, a large number of customers visit make a long waiting list for treatment, and it is difficult to identify and retain loyal customers. Implementing CRM is one way for companies to be able to create good relationships with customers and mutual benefits. Along with the development of information technology requires companies to apply technology in business because business competition is increasingly high. By applying the Electonic Customer Relationship Management (E-CRM) model that provides a means of interface for customers that can help solve existing problems so that they can benefit both customers and the company. The interface provided is a web-based E-CRM system created with the PHP programming language and MySQL database. Using this E-CRM system D'Moze Salon is easier to manage the provision of services so the level of customer satisfaction increases also their loyalty. Thus, complaints will be reduced, testimonials from satisfied customers are increasing. This will capture potential new customers to choose D’Moze as the salon for treatment.  

scholarly journals Pengaruh Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan pada Maskapai Penerbangan Garuda Indonesia Melalui Program Frequent Flyer

2019 ◽  
Vol 3 (6) ◽  
pp. 30
Author(s):  
Eva Dwi Sundari
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Frequent Flyer ◽  
Research Findings ◽  
Almost All ◽  
A Company

The aim of this study is to examine the effect of Customer Relationship Management (CRM) on customer loyalty on Garuda Indonesia airlines through frequent flyer programs. The study sample was taken from Garuda Indonesia passengers over the age of 18 years. Primary data was collected through convenience sampling. Regression analysis is used to test hypothese. There is the influence of Customer Relationship Management on Customer Loyalty on Garuda Indonesia airlines, there is a Frequent Flyer influence on customer loyalty on Garuda Indonesia airlines, there is a frequent flyer influence to moderate Customer Relationship Management to Garuda Indonesia Customer Loyalty, there is the effect of Customer Relationship Management, Frequent Flyer for Garuda Indonesia airlines. It is better if further research is conducted in the long term, so that Garuda Indonesia CRM can be explored more far. While Garuda Indonesia's services cover almost all of Indonesia and several other countries. The literature that discusses CRM is still not much so that the dimensions of dimension elaboration are still limited. Research findings reveal the need and importance of a company to continuously improve Customer Relationship Management. This study shows the need to emphasize the use of critical customer loyalty and to recognize the nature and importance of frequent flyer moderation effects. The value of this research is a combined and practical theory and finds four management implications and three practical implications.

scholarly journals LAYANAN E-COMMERCE PENJUALAN PAKAIAN BERBASIS WEB DENGAN PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT

2018 ◽  
Vol 2 (2) ◽  
pp. 9-16
Author(s):  
Heldi Diana Tudenga ◽  
Yohanis Malelak
Keyword(s):  
Customer Relationship Management ◽  
Business Processes ◽  
Relationship Management ◽  
Customer Relationship ◽  
Flow Diagram ◽  
Literature Study ◽  
Web Based ◽  
Application Service ◽  
Data Flow Diagram

badi Collection Shop is a business entity engaged in the sale of clothing located on the roadRoundabout PU Tuak Daun Merah II. In conducting its business processes the Abadi Collection Shopstill uses the conventional mechanism, the customer must come directly to the outlet to see and searchfor products sold by Abadi Collection Shop. In order to support the business run by Abadi CollectionShop, the existence of customers is not only a source of company income but also as a long term assetthat needs to be managed and maintained through Customer Relationship Management. The purposeof this research is to design and build an Application Service E-commerce Web Based Clothing Salesby applying Customer Relationship Management at Abadi Collection Shop. Data collecting method bywriter is literature study, observation and interview, tool of analysis of system design in the form ofdocument flow, context diagram, data flow diagram, and proposed database of entity relationshipdiagram. While making the software in this thesis, the writer uses PHP and Adobe Dreamwaver CS6and MySQL database. The results of this study system designed to support order transactions as wellas a promotional event that can facilitate customers in communication and provide input for AbadiCollection Shop.

“The Evolving Paradigms Of Customer Relationship Management - -A Review Based paper”

Think India ◽  
2019 ◽  
Vol 22 (3) ◽  
pp. 294-305
Author(s):  
M. Khalid Azam ◽  
Manpreet Kaur Uppal
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Life Time ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Information Availability ◽  
Time Value ◽  
Customer Information ◽  
The Social

This papers focusses on the purpose of bringing out the working & implementation issues in CRM . The paper takes into account fundamental concerns of CRM including gathering customer information for devising marketing strategies, offering customer enhanced satisfaction through delivering customised offers & moving on to achieving long term relationships with customers assuring life time value benefits. However, the paper also examines pitfalls in the form of customer perspectives of ‘fair’ , ‘trust’ and ‘credibility’. The concluding part highlights challenges posed in the event of enhanced customer information availability over the social media and the marketers dilemma to offer customisation & yet be ‘fair’.

scholarly journals Perancangan Model Basis Data Sistem Operasional Berbasiskan Customer Relationship Management

2013 ◽  
Vol 4 (2) ◽  
pp. 1179
Author(s):  
Tanty Oktavia
Keyword(s):  
Operating System ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Spare Parts ◽  
Integrated System ◽  
Customer Relationship ◽  
Web Based ◽  
Design Life ◽  
System Components ◽  
A Company

Data is a very important asset for a company since it describes the company’s running processes. Database as a part of the information system components provides a big influence in helping data integration in a company. Therefore, we need a system which can facilitate the availability of data to be processed and used as needed, This study takes a company engaged in the sale of bike and spare parts, namely PT TDI, as the object of the study. At this time, PT TDI uses an integrated system in helping the company's operations. Along with the vision and mission, PT TDI intends to build a new operating system by applying the concept of Customer Relationship Management (CRM) which is believed to assist the company in maintaining relationships with customers using web-based platform. It aims to facilitate interaction with customers so that it can be done anytime and anywhere. This study implements the database design life cycle adjusted to the component aspects of CRM. The result achieved is a model that combines database CRM systems that can help companies improve relationships with customers.

scholarly journals Implementasi Costumer Relationship Management (CRM) Pada Sistem Informasi Penjualan Ban Di Toko Lingga Ban Berbasis Web

2018 ◽  
Vol 12 (1) ◽  
Author(s):  
Ipan Supandi ◽  
Fahmi Yusuf ◽  
Fauziah F
Keyword(s):  
Information System ◽  
Data Storage ◽  
Customer Relationship Management ◽  
Effective Means ◽  
Relationship Management ◽  
Customer Relationship ◽  
Programming Technique ◽  
Web Based ◽  
Testing Method ◽  
White Box Testing

The store Lingga Tires is a trademark unit engaged in the sale of the tires. The store Lingga Tires only rely on the conventional sales namely the subscriber must come into the store and doing transaction at the store. This makes the customer became less know the products in the market and the existing promotion. The store Lingga Tires want to provide a satisfactory services with want to deliver innovation and convenience for customers. To store the Lingga Tires need a means to support the sales transaction and media promotions effective means of implementing the method Customer Relationship Management (CRM) web-based. CRM is one of the means to build a good relationship with customers and to acquire new customers. Web-based Sales information system is built by the method of software development waterfall , the language of PHP programming technique, MySQL database as data storage and testing method using the black box & white box testing this system can be used by the administrator, customers and direction. The administrator is the person who manages the whole system. Customers can make your reservation, payment confirmation and have points shopping. The direction of instructions view report, this system is expected to be a solution to overcome the problems and to be able to increase sales in the Store Lingga Tires.Key Words: Information System,Sale,CRM, Web, Store Lingga Tires

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.

scholarly journals Prediction of customer behaviour through datamining assets

2009 ◽  
Vol 57 (3) ◽  
pp. 43-54
Author(s):  
Naděžda Chalupová
Keyword(s):  
Neural Network ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Business Managers ◽  
Correct Decision ◽  
Commercial Success ◽  
Customer Behaviour ◽  
Managerial Decisions

Business managers accounting for commercial success or non-success of the organization have to gain knowledge needful for correct decision acceptance. These knowledge represent sophisticated information hidden in enterprise data. One possibility, how to extract mentioned knowledge from data, is to use so-called datamining assets.The paper deals with an application of chosen basic methods of knowledge discovering in da­ta­ba­ses for area of customer-provider relation and it presents, how to avail acquired knowledge as basis of managerial decisions leading to improving of customer relationship management. It solves prediction, whose aim is, on the basis of some attributes of exploring objects, to predict future be­ha­viour of objects with these attributes. This way acquired knowledge, as the output of prediction, then can markedly help competent enterprise manager with planning of marketing strategies, for example so-called cross-selling and up-selling. The contribution describes a whole operation of available data processing: from its purifying, over its preparation for mining task, to self processing by the help of SAS Enterprise Miner tool. Regression analysis, neural network and decision tree, whose principles are briefly explained in this paper too, were used for knowledge mining. The estimation of customer behaviour was tested by two mining task varying in attribute using and in categories number of one of predicive attributes. The results of these two tasks are confronted by the help of prediction fruitfulness charts.

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