scholarly journals MEMBANGUN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) PADA USAHA RITEL PASAR TRADISIONAL DI KOTA TANGERANG SELATAN

2021 ◽  
Vol 3 (2) ◽  
Author(s):  
Thio Lie Sha ◽  
M Tony Nawawi Tony Nawawi ◽  
Rosmita Rasyid Rosmita Rasyid
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Online Retail ◽  
Building Relationships ◽  
Team Members ◽  
Traditional Markets ◽  
Retail Business ◽  
Retail Trading ◽  
Lack Of Knowledge

In community service activities that have been carried out in Tangerang City, the aim of this activity is to conduct training in retail businesses in South Tangerang, in building relationships with customers. Providing knowledge on how to build good relationships with customers is expected to increase customer loyalty. This activity refers to the results of internal grant research from PKM team members on customer relationship management (CRM). For retail businesses, it is very important to build customer relationship management (CRM) in increasing and maintaining loyal customers. The partner that is used as a place of activity is engaged in retail trading in eight traditional markets in South Tangerang, and has been in business for 6 years. With preliminary observations made on partners, several problems faced by these partners were identified, including a). Lack of knowledge of partners in doing good relationships with customers. b) lack of knowledge of partners to analyze customer relationship management (CRM) programs in maintaining customers. Based on the analysis of partner problems, there is still weak knowledge of customer relationship management (CRM) so that partners have not been able to build relationships with customers. The method offered in this activity is training online retail business owners. The results of this activity indicate that the partners are very enthusiastic in listening to and discussing the CRM material delivered by the PKM TEAM. Thus the understanding of partners about CRM will be further improved. ABSTRAK:Pada kegiatan pengabdian kepada masyarakat yang telah dilaksanakan di Kota Tangerang, yang bertujuan untuk kegiatan ini adalah melakukan pelatihan pada usaha ritel di Tangerang Selatan, dalam membangun hubungan dengan pelanggan. Dengan pembekalan pengetahuan tentang cara membangun hubungan yang baik dengan pelanggan diharapkan dapat meningkatkan loyalitas pelanggan. Kegiatan ini mengacu dari hasil penelitian hibah internal dari anggota tim PKM tentang customer relationship managemen (CRM). Bagi usaha ritel sangat penting membangun customer relationship managemen ( CRM) dalam meningkatkan dan mempertahankan pelanggan yang setia. Mitra yang dijadikan tempat kegiatan adalah bergerak dalam bidang perdagangan eceran di pasar tradisional delapan Tangerang Selatan , dan sudah melakukan usaha selama 6 tahun. Dengan observasi awal yang dilakukan pada mitra teridentifikasi beberapa persoalan yang dihadapi mitra tersebut diantaranya a). Kurangnya pengetahuan mitra dalam melakukan hubungan yang baik dengan pelanggan. b) kurangnya pengetahuan mitra menganalisis program customer relationship managemen (CRM) dalam mempertahankan pelanggan. Berdasarkan analisis masalah mitra , masih lemahnya pengetahuan akan customer relationship managemen (CRM) sehingga mitra belum mampu membangun hubungan dengan pelanggan. Metode yang ditawarkan pada kegiatan ini adalah pelatihan kepada pemilik usaha ritel secara daring. Hasil kegiatan ini menunjukkan bahwa mitra sangat antusias dalam mendengarkan dan berdiskusi tentang materi CRM yang disampaikan oleh TIM PKM. Dengan demikian pemahaman mitra tentang CRM akan lebih meningkat.

scholarly journals CONSTRUCTION OF CUSTOMER RELATIONSHIP MANAGEMENT IN RETAIL BUSINESS

2019 ◽  
Vol 12 (2) ◽  
pp. 297
Author(s):  
Robert Kristaung ◽  
Murtanto Murtanto
Keyword(s):  
Customer Relationship Management ◽  
Structural Equation ◽  
Service Industry ◽  
Relationship Management ◽  
Total Sample ◽  
Customer Relationship ◽  
Managerial Implication ◽  
Fifth Dimension ◽  
Retail Business ◽  
Retail Service

<p>This article aims to construct the dimensions of customer relationship management (CRM), which consists of processes, preferences, customization, readiness, and capability in the retail service industry. With a total sample of 257, the results of testing using Structural Equation Modelling show that the fifth dimension of CRM construction contributes significantly to the construction of CRM.The findingsof the study on the construction of CRM customizationshow that there is still a weaknesses in registering valuable loyal customers. The collapse of conventional retail business is caused by not putting the priority of detecting valuable old customers This weaknessbecomes the strength of online retailers who are able to get traditional retail customers to switch to online platforms. CRM customization is also a crucial managerial implication for conventional, digital retailers and digital-conventional retail formats.</p>

scholarly journals Marketing Investigation: Customer Relationship Management and Innovation to Improve Competitive Advantage and Business Performance

2021 ◽  
Vol 9 (4) ◽  
pp. 430-438
Author(s):  
Rita Indah Mustikowati ◽  
Endi Sarwoko ◽  
Mohammad Arief ◽  
Iva Nurdiana Nurfarida
Keyword(s):  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Business Performance ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Retail Business ◽  
Analysis Technique

The purpose of this study is to analyze the relationship between customer relationship management (CRM) and competitive advantage and to analyze the role of innovation capabilities in mediating CRM with a competitive advantage. In addition, it examines the role of competitive advantage on retail business performance. The study was conducted on retail companies in Indonesia using a quantitative approach, and responses from 255 retail owners/managers were obtained via the random sampling method. The analysis technique used is structural equation modeling (SEM) using SmartPLS software. The research findings reveal that retail competitive advantage can be achieved through the implementation of customer-oriented CRM. CRM is also able to support innovation capabilities, which will further increase competitive advantage. It is important for retail companies to strengthen the implementation of customer relationship management in order to achieve business performance because CRM is proven to increase the ability of innovation and competitive advantage of retail companies. Research on a broader type of company is needed to provide a better level of generalization.

scholarly journals Role of Information Systems in Customer Relationship Management

2021 ◽  
Vol 02 (03) ◽  
Author(s):  
Arshi Naim
Keyword(s):  
Customer Relationship Management ◽  
Customer Value ◽  
Profit Maximization ◽  
Relationship Management ◽  
Customer Relationship ◽  
Online Retail ◽  
Decision Making Processes ◽  
Data Source ◽  
Role Of Information

Applications of Information System (IS) have been instrumental in achieving Customer Relationship Management (CRM). Decision Support Systems (DSS) is an IS application that aids in decision making processes for many business concepts and CRM is one of them. CRM depends on firm’s tasks for developing and retaining customers while achieving their satisfaction and enhancing sense of belongingness for their products and services. Profit maximization, process of customer value and building strategic values for the firm are the three empirical benefits of CRM that are achieved through analytical, operational, and direction capabilities respectively. This research focus on applications of DSS models for CRM at analytical, operational and directional level (AOD). Three online retail firms of KSA are referred as data source for the analysis of CRM by DSS models. The research determined how a customer-oriented firm uses DSS to attain CRM and profitability at three levels namely; Analytical, Operational and Strategic.

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.

Customer Relationship Management

2001 ◽  
Vol 30 (8) ◽  
pp. 417-422 ◽  
Author(s):  
Hajo Hippner ◽  
Stephan Martin ◽  
Klaus D. Wilde
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship
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