scholarly journals Perancangan E-CRM pada PT Multi Superindo Manunggal

The Winners ◽  
2010 ◽  
Vol 11 (1) ◽  
pp. 26
Author(s):  
Brata Wibawa Djojo ◽  
Karin Tamara
Keyword(s):  
Customer Service ◽  
System Analysis ◽  
Added Value ◽  
Web Based ◽  
Crm System ◽  
The Matrix ◽  
Swot Matrix ◽  
Customer Services ◽  
A Company

The key to the success of a company does not only lie in the product or service being offered, but in how far the company's efforts in satisfying the needs of its customers. Results of the system analysis, shows that problems faced by the company are caused by still not optimal customer services. The purpose of this study is to analyze the appropriate strategy for the company and design systems to support the implementation of the strategy. The analytical method used in analyzing the industry with Porter's Five Forces model, and formulation of strategies for using the method of analysis of external and internal environment with matrix IFE and EFE, followed by a SWOT matrix, and strategy decisions based on the matrix QSPM. Results from the formulation of strategy are market penetration strategy. E-CRM system is considered to be the most appropriate in implementation of this strategy and overcoming the problems faced by the company. Web-based e-CRM systems, focusing on the development and maintenance of long-term relationships with customers that can provide added value to both. E-CRM system is expected to make transactions easier for customers to order and get customer service, and also for prospective customers to access accurate company information. Design of E-CRM systems are conducted using 7C method.

scholarly journals Sistem Informasi Pelayanan Jasa pada Lucky Photo

2021 ◽  
Vol 11 (1) ◽  
pp. 81-95
Author(s):  
T Pradita ◽  
A Mubarok
Keyword(s):  
Information System ◽  
Customer Service ◽  
Service System ◽  
The Internet ◽  
Application System ◽  
Web Based ◽  
Customer Data ◽  
Service Information ◽  
Internet Media ◽  
A Company

The development of services has developed into the internet media, to make it easier for customers and employees in managing a job. In the problem of Lucky Photo, which covers services including printing, sales, stock of goods, purchases, and reports are not effective properly. The researcher aims to develop a service system entitled Service Information Systems at Lucky Photo. By building a web-based application, a waterfall method is needed to become a benchmark for the creation of a service information system, so the results will be obtained on a web-based application system to demand progress in a company, including services that become easier, easier customer service in conduct transactions, generate reports, and process customer data. So it can be concluded that with the construction of a new Service Information System it will be easier to make transactions, make it easier for customers, create reports, and process customer data that is embedded in the Mysql database which will become a well-systemized report.

Manufacturer‐Distributor Relationships and Channel Service Quality

1996 ◽  
Vol 7 (2) ◽  
pp. 33-42 ◽  
Author(s):  
Jos Lemmink ◽  
Martin Wetzels ◽  
Kitty Koelemeijer
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Price Competition ◽  
Customer Perceptions ◽  
Long Run ◽  
Customer Dependence ◽  
Customer Services ◽  
Characteristics Development ◽  
High Degree

In today's marketplace for fast‐moving consumer goods, many brands exist with similar characteristics. Development and maintenance of product differentiation becomes increasingly difficult to realize for manufacturers. Consequently, non‐price competition particularly by offering high quality customer services, becomes increasingly important as a marketing instrument by producers towards distributors. In this article, an empirical investigation has been conducted into the interrelationships between customer services offered by an international beverage manufacturer and customer sentiments towards partnership and dependence. It appears that despite the well‐established premium brand offered by the manufacturer and the context of a long‐term relationship, customer service significantly affects customer dependence and closeness of the relationship. Furthermore, a high degree of partnership increases customer perceptions of dependence and quality of services. In the long run, manufacturer‐distributor relationships striving for service quality and partnership will benefit from mutual reinforcement.

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 Towards Financial Valuation in Data-Driven Companies

2016 ◽  
Vol 12 (2) ◽  
pp. 28-33
Author(s):  
M. Eugenia Pérez-Pons ◽  
Alfonso González-Briones ◽  
Juan M. Corchado
Keyword(s):  
Economic Value ◽  
Indirect Costs ◽  
Added Value ◽  
Data Driven ◽  
Financial Valuation ◽  
External Data ◽  
Time Period ◽  
The Impact ◽  
A Company

The following work presents a methodology of determining the economic value of the data owned by a company in a given time period. The ability to determine the value of data at any point of its lifecycle, would make it possible to study the added value that data gives to a company in the long term. Not only external data should be considered but also the impact that the internal data can have on company revenues. The project focuses on data-driven companies, which are different to the data-oriented ones, as explained below. Since some studies affirm that data-driven companies are more profitable, the indirect costs of using those data must be allocated somewhere to understand their financial value14 and to present a possible alternative for measuring the financial impact of data on the revenue of companies.

Tweeting your way out of disaster

2017 ◽  
Vol 33 (8) ◽  
pp. 17-19
Keyword(s):  
Customer Service ◽  
Design Methodology ◽  
Reading Time ◽  
Service Failure ◽  
Content Type ◽  
Pertinent Information ◽  
Customer Services ◽  
A Company ◽  
Practical Implications ◽  
Do So

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Social media now rules our online lives. It is an inescapable part of our modern existence, and as such, it is being embraced by companies to allow them to survive in the digital age. Twitter is becoming the go-to destination for customer service issues, mainly because of its public and instantaneous nature. Customers are able to make use of a huge audience and the potential for brand damage to a company by using Twitter to complain about a service failure. The costs are now so great that companies need to seriously consider and invest in their Twitter customer services. Success here can not only mitigate brand damage, but also improve it, whereas failure to do so can be catastrophic. Twitter is now the key to how well a company can do globally. Practical implications The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

scholarly journals Dimensionamiento de Almacén a partir de la Planificación de Requerimiento de Materiales en una Fábrica de Revestimiento de Poliuretano

Ingeniería ◽  
2018 ◽  
Vol 23 (1) ◽  
pp. 48
Author(s):  
Andrés Mauricio Hualpa Zuñiga ◽  
Carolina Suárez R.
Keyword(s):  
Customer Service ◽  
Future Research ◽  
Second Phase ◽  
Logistics Systems ◽  
Key Factor ◽  
Storage Problem ◽  
Two Phases ◽  
New Equation ◽  
A Company

Context: the design of the warehouse is a key factor in the configuration of logistics systems, as it can facilitate the timely management of materials, intermediate and/or final products, improving the time, cost and levels of customer service. To achieve this, experts help is required to integrate within the design an appropriate combination of storage, manipulation of materials and selection of orders. This level of integration, however, has not yet been achieved since the advances in the subject have been addressed from different aspects of the storage problem, but independently.Method: the article presents a method for warehouse layout design in two phases. The first phase defines the variables and parameters that are obtained from the planning of the production; the second phase consists of five stages that culminate in the integral design of the warehouse. In this last phase a modified version of an existing mathematical model of sizing is applied, where a new equation is added.Results: the method is applied to a company that supplies liquid polyurethane in the construction sector. The design generates four options for configuration of shipping and receiving docks and five storage options, where the best option generates an average area, mean real capacity and percentage average of storage utilization of 374,8 m2, 360 pallet and 93,8% respectively. These results are coherent with the dynamics of the company.Conclusions: the method allows evaluating options of the flow configuration and their respective sizing than may influence decisions of great importance in the operational capacity of the company in the short, medium and long term. In the future research is interesting to include new conditions, for example the compatibility of the method with different distributions to the traditional configuration of parallel shelves. 

scholarly journals PERANCANGAN APLIKASI PENGADUAN JASA SERVICE DENGAN METODE ZACHMAN FRAMEWORK BERBASIS WEB

2019 ◽  
Vol 5 (2) ◽  
Author(s):  
I Wayan Karang Utama
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service System ◽  
Web Based ◽  
System Service ◽  
Application Service ◽  
Reporting Service ◽  
Zachman Framework ◽  
Service Application ◽  
A Company

<p>Abstrak<br />Setelah mengaplikasikan sistem layanan jasa service CV. Natama Enterprise untuk lebih meningkatkan pelayanan terhadap pelanggan membuat aplikasi pelaporan layanan jasa service yang merupakan layanan pengaduan atas pelayanan service yang telah diberikan. CV. Natama Enterprise merupakan perusahaan yang bergerak dibidang penjualan dan jasa perawatan komputer, melayani instansi pemerintah dan swasta. Setelah menggunakan sistem aplikasi layanan jasa service ada kendala bagi manajemen untuk memberikan pelayanan pengaduan terhadap layanan jasa service yang telah dilakukan disamping sebagai fungsi kontrol terhadap mutu layanan juga untuk mempermudah pelanggan menyampaikan keluhan terhadap manajemen atas kualitas layanan yang telah diterima. Setelah mengetahui permasalahan yang terjadi maka dibuat suatu rancangan aplikasi pengaduan Jasa service. Dalam penelitian ini akan dibangun sebuah aplikasi layanan pengaduan jasa Service dengan metode Zachman Framework Berbasis Web sehingga dapat diperoleh informasi secara mendetail bagaimana sistem informasi itu dirancang, segala kebutuhan baik data, sumber daya manusia dan infrastruktur yang mendukung berjalannya sistem layanan jasa service.<br />Kata kunci :Pengaduan, Zachman Framework, Perancangan<br />Abstract<br />After applying service system service. CV. Natama Enterprise to further improve customer service to make service applications reporting service which is a complaint service of the service provided. CV. Natama Enterprise is a company engaged in sales and computer maintenance services, serving government and private agencies. After using service application service system there are obstacles for management to provide complaint service to service service that have been done beside as function of control to service quality also to facilitate customer complained to management of service quality which have been accepted. After knowing the problems that occur, an appraisal application design service is created. In this research will be built a service application service application with Web Based Zachman Framework method so that information can be obtained in detail how the information system is designed, all the good data, human resources and infrastructure that support the operation of service system.<br />Keywords: Complaints, Zachman Framework, Planning</p>

scholarly journals Analysis Approach of User Centered Innovation for Call Center Services in Telecommunication

2016 ◽  
Vol 4 (12) ◽  
pp. 190-196
Author(s):  
An-Che Chen ◽  
Hau-Wei Huang
Keyword(s):  
Customer Service ◽  
Call Center ◽  
System Analysis ◽  
Interactive Voice Response ◽  
Global Market ◽  
System Structure ◽  
System Innovation ◽  
Theoretical Research ◽  
Customer Services ◽  
User Centered

The growing global market of telecommunication services continuously promotes expanding customer needs and customer cares. Despite the efforts to facilitate Web-based services for customer contacts, Call Center Services (CC) with Interactive Voice Response Systems (IVR) currently remain the primary channel for customer services in telecommunication industries. In reality, the development of the system structure for IVR and the subsequent Call Center Information System are mainly based on the perspectives from the internal function processes on the provider side, i.e., a rather technical- or business- function oriented approach. User centered approaches of system innovation are therefore needed for better user experiences for such customer services. This study aims to establish a template analysis framework for the system improvement towards user-centered customer services, through conducting an empirical study in a major telecom company in Taiwan. Sampled system records in IVR logs are extracted and further linked with the corresponding transaction records which are routinely reported by customer service representatives for call handlings. In addition, individual interviews with customer service agents are also the other primary part of this system analysis. The interview results show that the problematic repair service dispatch policy and the personnel proficiency in business inquiries are critical to the quality of customer services. By further cross-referencing the results of system analysis and agent interviews, practical suggestions for system innovation towards a user-centered customer service system as well as the implications for theoretical research are in further discussion.

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.

scholarly journals Membangun Rantai Pembelian Ulang Wisatawan

Media Wisata ◽  
2021 ◽  
Vol 8 (2) ◽  
Author(s):  
Yudi Setiaji
Keyword(s):  
Customer Service ◽  
Structural Equation ◽  
Equation Model ◽  
Validity And Reliability ◽  
Tourist Satisfaction ◽  
Key Factor ◽  
Perception Of Quality ◽  
Research Implication ◽  
A Company

Satisfaction and rebuying become the key factor influencing the advantage and growth of tourism companies in a long term. This research test the model of the relation of quality perception, satisfaction, and rebuying tourist market which a mediated by trust.The questioner was used to collect the data from 300 respondents, test the validity and reliability confirmation with the coefficient of Cronbach alpha. Analyse the data to test the hypothesis this research used a structural equation model healthily to collect the data. The result of the empirical study indicates that a whole found a causality relation at four accurate a company, satisfaction directly influenced by the perception of quality and rebuying mediated by trust of a customer to the company.This research implication indicates that the company owning higher level tourist satisfaction storey; level will be easier to customer becomes the devoted to doing the rebuying, therefore strengthen the ability and improve its speciality go together with the customer service, will make the company do not only limited to able to hold out attacked from serangan competitor but also able to grow healthily industrial market service which hyper-competition.

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