scholarly journals The Effect of Customer Relationship Management (CRM) and Entrepreneurship Orientation Towards the Company Performance in Micro Small Medium Enterprises in Kediri

2021 ◽  
Author(s):  
A.N. Rahmadi ◽  
D. Djunaedi ◽  
N. Nurlaely
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Company Performance ◽  
Small Medium Enterprises ◽  
Medium Enterprises

scholarly journals Pengimplementasian CRM Pada Pembangunan E-Commerce untuk Usaha Mikro Kecil Menengah (Studi Kasus: Dolanan Puzzle)

2015 ◽  
Vol 6 (4) ◽  
Author(s):  
Handaru Eri Pramudiya ◽  
Yonathan Dri Handarkho ◽  
Flourensia Sapty Rahayu
Keyword(s):  
Information Technology ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Educational Games ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business Units ◽  
Management Concept ◽  
Small Medium Enterprises ◽  
Medium Enterprises

Abstract. Using information technology to gain competitive advantage is no longer dominated by big enterprises. Other business units such as MSMEs (Micro Small Medium Enterprises) also start to adopt information technology into their business. E-Commerce is an example of technology that can be used easily to selling and marketing a product. Marketing in E-Commerce can still be improved by integrating CRM (Customer Relationship Management) concept into it. Dolanan Puzzle is an example of MSME focusing on tools of educational games in Yogyakarta. Currently Dolanan Puzzle still uses manual method to run their business. It limits the market of Dolanan Puzzle and it is hard to reach their customers. Integration of E-Commerce with CRM can be a solution for Dolanan Puzzle to develop their business. Using E-Commerce as an online store enables customers to reach Dolanan Puzzle easily. Further more, marketing product from Dolanan Puzzle can also be improved by using implementation of CRM in E-Commerce. Keywords: CRM, E-Commerce, Marketing, Customer, MSME Abstrak. Tren pemanfaatan teknologi informasi untuk meingkatkan keunggulan kompetitif tidak lagi di dominasi oleh usaha berskala besar saja. Unit usaha seperti UMKM (Usaha Mikro Kecil Menengah) juga secara bertahap mulai mengadopsi teknologi informasi. E-Commerce merupakan contoh teknologi yang tepat untuk diterapkan pada UMKM dikarenakan dapat menjadi wadah berjualan dan promosi secara online. Pemasaran di dalam E-Commerce pun dapat ditingkatkan dengan penerapan CRM (Customer Relationship Management). Dolanan Puzzle adalah contoh UMKM produsen Alat Permainan Edukatif di Yogyakarta. Saat ini Dolanan Puzzle belum memanfaatkan teknologi informasi dalam bisnisnya. Hal itu membuat pemasaran dari Dolanan Puzzle tersebut sangat terbatas dan hanya sedikit masyarakat yang mengetahui tentang Dolanan Puzzle. Pembuatan E-Commerce dengan pengimplementasian CRM di dalamnya dapat menjadi jalan keluar untuk Dolanan Puzzle dalam mengembangkan usahanya. Adanya E-Commerce sebagai toko online Dolanan Puzzle memudahkan pelanggan dalam mencarinya. Promosi dari Dolanan Puzzle pun dapat ditingkatkan dengan penerapan CRM pada E-Commerce Dolanan Puzzle tersebut. Kata Kunci: CRM, E-Commerce, promosi, pelanggan, UMKM

Diffusion of Adoption of Facebook for Customer Relationship Management in Australia

2016 ◽  
Vol 28 (1) ◽  
pp. 56-72 ◽  
Author(s):  
Babak Abedin
Keyword(s):  
Customer Service ◽  
Diffusion Of Innovation ◽  
Customer Relationship Management ◽  
Social Networking Sites ◽  
Relationship Management ◽  
Ease Of Use ◽  
Customer Relationship ◽  
Influential Factor ◽  
Small Medium Enterprises ◽  
Medium Enterprises

Despite increasing popularity of social networking sites (SNSs) among customers, it is still unclear for many small-medium enterprises (SMEs) why they may need to embark on a presence on SNSs such as Facebook, and what are the opportunities and/or challenges of customer relationship management (CRM) on these websites. Using diffusion of innovation theory and interviews with twenty Australian organizations, this study found that SNSs governance is the most influential factor for SMEs in effective implementation of Facebook for CRM. Results also show that market pressures, direct customer service, brand promotion, and experimental purposes are among key motivations for organizations to use Facebook for CRM. Ease of use, ease of receiving customers' feedback, availability of rich tools, and the opportunity to reach a large number of potential and existing customers are amongst the key benefits; and dealing with negative comments, finding qualified human resources, reliability of Facebook policies, and scalability of Facebook page are key challenges in using Facebook for CRM.

scholarly journals Customer Relationship Management and Micro, Small and Medium Enterprises (MSMEs) Growth in South West, Nigeria

2018 ◽  
Vol 5 (5) ◽  
pp. 48
Author(s):  
Oladejo Dauda Adewole
Keyword(s):  
Customer Relationship Management ◽  
Significant Relationship ◽  
Small And Medium Enterprises ◽  
Relationship Management ◽  
Customer Retention ◽  
Customer Relationship ◽  
Market Development ◽  
Customer Care ◽  
Medium Enterprises ◽  
Revenue Product

This study examines the basic components of Customer Relationship Management and its influence on the growth of Micro, Small and Medium Enterprises (SMEs) in South-West Nigeria.  The data obtained were analysed using appropriate descriptive and inferential statistics.  The results of the study show a statistically significant relationship between customer care strategies and customer retention, public image maintenance and customer care (r = 0.430, p < 0.05), (r = -0.438, p < 0.05) respectively. The analysis also revealed a significant relationship between human resource factor and business revenue, product development as well as product market development (r = 0.209, p < 0.05), (r = 0.259, p < 0.05), (r = 0.472, p < 0.05) respectively.   The analysis further showed a statistically significant relationship between analytics and business revenue, product development, and customer retention (r = 0.416, p < 0.05); (r = 0.313, p < 0.05), and (r=0.291) p=0.003) respectively.  It was also found out that there was a statistically significant relationship between business reporting and employee satisfaction, customer retention, product market development and business revenue. There was also a significant relationship between marketing and business revenue (r = 0.214, p< 0.05).  The study concludes that the components of Customer Relationship Management examined as an omnibus concept had influence on the growth of MSMEs in the study area (R square =0.375, Adjusted R square = 0.334, p<0.001).

scholarly journals The Integration Paradigm of Social CRM

2018 ◽  
Author(s):  
Sumitro Sarkum
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Company Performance ◽  
New Paradigm ◽  
Customer Involvement ◽  
Social Crm ◽  
New Generation

The emergence of social media changing the map of central power with the creation of a customer centric as a new generation of powerful, sophisticated, difficult to influence, induced and maintained. To deal with these changes, Customer Relationship Management assessment metrics to integrate social media and turned into a Social CRM (Customer Relationship Management) as a new paradigm in marketing. To achieve goals and improve company performance required customer involvement in implementing marketing strategies in social media.

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