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.

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 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).

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 CUSTOMER RELATIONSHIP MANAGEMENT SCALE FOR THE B2C MARKET: A CROSS-CULTURAL COMPARISON

2017 ◽  
Vol 18 (3) ◽  
pp. 42-69 ◽  
Author(s):  
GISELA DEMO ◽  
ELUIZA ALBERTO DE MORAIS WATANABE ◽  
DANIELLE CHRISTINE VASCONCELOS CHAUVET ◽  
KÉSIA ROZZETT
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
External Validity ◽  
Cultural Context ◽  
Relationship Management ◽  
The United States ◽  
Customer Relationship ◽  
Measurement Instruments ◽  
Cross Sectional Survey ◽  
Cross Sectional

ABSTRACT Purpose: The objectives of this study were to validate the Customer Relationship Management Scale (CRMS) in France, and to compare the French model to both Brazilian and American ones. Originality/gap/relevance/implications: Based on the premise that scientific measurement instruments may be used to reflect customers' perception about the organization actions and effectiveness, it is important to validate a scale within a multidimensional cultural context. Therefore, the applicability of the instrument shall be possible in different contexts, longitudinally, with diverse subjects, thus providing external validity and generalization. Key methodological aspects: This is a descriptive, instrumental, quantitative, cross-sectional survey where we used the Customer Relationship Management Scale (CRMS). The sampling method was non-probabilistic convenience and the total of answered questionnaires added up to 454. We carried out a quantitative research through Exploratory and Confirmatory Factor Analysis. Summary of key results: The results obtained in the analyses allow us to conclude that the relation between clients and companies is really two-dimensional and it involves two distinct factors, namely Loyalty and Customer Service. The scale validated in Brazil and in the United States remained stable, in terms of validity (quality of items) and reliability, when validated in a distinct context, that is, France. This makes its application in French organizations possible, improving its external validity and generalization. Key considerations/conclusions: The main objective of this study was reached and an instrument to assess what aspects French customers rank as relevant regarding CRM was produced showing theoretical consistency, reliability and construct validity as well.

scholarly journals The influence of bank employees on bank customer relationship management

2007 ◽  
Vol 7 (1) ◽  
Author(s):  
C. Rootman ◽  
M. Tait ◽  
J Bosch
Keyword(s):  
South Africa ◽  
South African ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Service Providers ◽  
Relationship Management ◽  
Primary Objective ◽  
Customer Relationship ◽  
Positive Attitudes ◽  
Bank Employees

Purpose: Despite extensive research in services marketing, much is still unknown to specific service providers on the influence of their employees on their services. This paper attempts to address this limitation and investigates the influence of employees on the customer relationship management (CRM) of banks. The primary objective of this paper is to investigate the influence of selected independent variables, namely attitude and knowledgeability, on the CRM of banks.Design/Methodology/Approach: An empirical investigation was conducted with a structured questionnaire with items that related to banks' CRM in terms of attitude and knowledgeability. The sample consisted of 290 banking clients in the Nelson Mandela Metropolitan area and the response rate was 91.03%. Findings: Significant positive relationships exist between both the knowledgeability, and attitude of bank employees and a bank's CRM. These relationships imply that more extensive knowledgeability and more positive attitudes of bank employees lead to improved, maintained relationships between a bank and its clients. Employees play an important role in banks’ client relationships. Implications: Banks should focus on increasing their employees' knowledgeability and improving their attitude to ensure higher levels of CRM. This paper provides strategies for banks and could create greater awareness among South African banks of the advantages of CRM, how their employees influence their CRM, and ways to adapt to these influences. Originality/Value: No study has focused exclusively on CRM within banks in South Africa. Prior research focused on customer service and service quality; both possible results of superior CRM. However, this research differs, as it identifies the variables influencing CRM in banks in South Africa. It is proposed that this paper will be beneficial for South African banks, as the recommendations may be used to ensure higher levels of CRM in banks.

IT Evaluation Practices in Electronic Customer Relationship Management (eCRM)

2011 ◽  
pp. 2285-2290
Author(s):  
Chad Lin
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business Organizations ◽  
Bottom Line ◽  
Evaluation Practices ◽  
Customer Information ◽  
Widespread Agreement ◽  
Key Issues

Organizations are becoming increasingly aware of the need to scrutinize their bottom-line financial returns of business automation initiatives. To achieve this, organizations have to become more customer-centric. According to Karakostas, Karadaras and Papathanassiou (2005), a 5% increase in customer retention can result in an 18% reduction in operating costs. Therefore, the need to build and maintain customer relationship has become a priority for organizations. However, according to a KPMG survey, only a small percentage of companies were able to obtain even basic customer information despite the fact that 89% of companies consider customer information to be extremely important to the success of their business (McKeen and Smith, 2003). As a result, many organizations are adopting electronic customer relationship management (eCRM) applications in order to gather, organize, understand, anticipate, and respond to the constant evolution of customers’ requirements and demands. Indeed, eCRM is forecasted to become increasingly important as businesses seek to deliver their services and information as well as to provide transactional facilities via online and wireless platforms, in additional to the more traditional means of communication channels (e.g., call centers and customer service) (Tan, Yen and Fang, 2002). The market worldwide for eCRM applications is predicted to grow from US $3.4 billion in 2000 to US $10.5 billion in 2005 (EPS, 2001). Yet, despite the huge investment and widespread agreement that eCRM has direct and indirect impact on customer satisfaction, loyalty, sales, and profit, it has been found that 70% of eCRM solutions that have been implemented by businesses fail (Feinberg, Kadam, Hokama and Kim, 2002). Moreover, studies carried out by Gartner, Forrester, AMR Research, and the Yankee Group claim that most of CRM implementations did not return the expected ROI (Foley, 2002). This is because management tends to be myopic when considering their IT (information technology) decisions, primarily because they are unable to evaluate (specifically the indirect benefits and costs) eCRM applications (Ernst and Young, 1999). To address this issue, this paper sets out to investigate the current evaluation practices by Australian organizations implementing eCRM. The other objective is to identify the key issues faced by managers to justify and measure their eCRM. Hopefully, the finding can help business organizations to better manage their eCRM investment and its contribution to improving their long term profitability.

Theoretical Framework for CRM Outsourcing

2005 ◽  
pp. 2841-2845
Author(s):  
Babita Gupta ◽  
Lakshmi Iyer
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Call Centers ◽  
Relationship Management ◽  
Theoretical Framework ◽  
Customer Relationship ◽  
Retail Stores ◽  
Web Based ◽  
Business Requirements ◽  
E Mail

Customer service is emerging as a key differentiator among competitors as the explosive growth of e-commerce is changing the nature of competition among companies. This has changed the customer-related business requirements for all types of companies. With firms increasing their online operations, customers now have the ability to contact organizations through a variety of interactive and noninteractive means (such as e-mail, fax, call centers, FAQs, online chats, newsletters, snail mail, retail stores, and Web-based forums). This has led companies to consider customer relationship management (CRM) as an important part of their competitive strategy. As the focus is shifting to retention rather than acquisition of customers, companies are looking for ways to identify and engage their most profitable customers.

scholarly journals Sacco’s Strategies and Member’s Savings in Deposit Taking Saccos in Nairobi County- Kenya

2019 ◽  
Vol 3 (V) ◽  
pp. 210-226
Author(s):  
Patrick Chege Kariri ◽  
Lucy Kavinda
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Random Sampling ◽  
Capital Accumulation ◽  
Management Strategy ◽  
New Technologies ◽  
Relationship Management ◽  
Sampling Technique ◽  
Target Population ◽  
Customer Relationship

Just like the case with all investments and other firms, Savings and Credit Co-operative Societies (SACCOs) in Kenya are investment with the target of maximizing their wealth. It is that wealth maximization and capital accumulation is a critical objective whenever SACCOs have chosen pushes for more savings from members. The purpose of the study was to conduct an effect analysis of savings and credit co-operative societies strategies on member’s savings in Sacco’s’ (Nairobi county- Kenya). Specifically, the study focused on the following research objectives; to establish the relationship between loan policies, member training and customer relationship management strategy on member’s savings in Sacco’s in Nairobi County. The study targeted the forty two licensed savings and credit co-operative societies in Nairobi County-Kenya. Specifically the study targeted the management of the Sacco’s, and clients of savings and credit co-operative societies in Nairobi County-Kenya. From the projected target population which was about 12,212 respondents. A purposive sampling technique was employed in this study. Then, simple random sampling procedure was then used to select about 50% of the Sacco’s management/staff targeted from the target population. Then purposively again a random sampling technique was employed to select at least two Sacco’s clients at each office visited from the 42 registered Sacco’s in Nairobi County. In analysis, Descriptive and inferential statistics were considered to conduct an analysis of data generated from respondents. The information obtained was presented through frequency distributions tables, evidence of percentages and the researcher categorized variables. The study found that loan policies, member training and customer relationship management strategy positively and significantly affected member’s savings. The study concluded that it is a SACCO policy to appraise loans based on members’ savings and ability to repay. However, a member needs to clear any outstanding emergency loan, if any, before applying for another. Training of members both employees and clients leads to increased job satisfaction and morale among employees, motivation, increased efficiencies in processes, resulting in financial gain, increased capacity to adopt new technologies and methods by clients, increased innovation in strategies and products and enhanced company image. Customer relationship management strategy enhances better customer service, CRM systems are useful in identifying potential customers, CRM data ensures effective co-ordination of marketing campaigns. The study recommended that loan policy should clearly communicate the strategic goals and objectives of the SACCO, as well as define the types of loan exposures acceptable to the institution, loan approval authority, loan limits, loan underwriting criteria, and several other guidelines. SACCO should train members on communications; because the increasing diversity of today’s workforce brings a wide variety of languages and customs. Customer service; because increased competition in today’s global marketplace makes it critical that employees understand and meet the needs of customers. Customer relationship strategy should aim at governing how to satisfy customers beyond developing good products and services, help retain existing customers to maximize efficiencies and reduce the cost of acquisition and ensure customer satisfaction and a memorable brand experience.

scholarly journals Analisis Sistem Informasi CRM Untuk Meningkatkan Pelayanan dengan Pendekatan SDLC (Studi Kasus: UMKM “SAKTI”)

2019 ◽  
Vol 4 (2) ◽  
Author(s):  
Latjuba Sofyana STT ◽  
Andi Rahman Putera
Keyword(s):  
Information Technology ◽  
Information Systems ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Business Strategy ◽  
Screen Printing ◽  
System Analysis ◽  
Relationship Management ◽  
Customer Relationship ◽  
Marketing Automation

The development of information technology is endless. Every day there is something new that we can find outside. Will affect many sectors. One of the fastest growing is UMKM. Screen printing and convection is one of the UMKM that produces and sells plain shirts and screen printing. To improve its services, screen printing and convection information systems need to be developed so that the service is more optimal, effective and efficient. Customer Relationship Management (CRM) is a core business strategy that can support, obtain and retain customers. Based on the results of the needs analysis and system analysis of the company that can be known about the CRM modules needed for the system are Customer Service and Support (CSS) and Entreprise Marketing Automation (EMA).

scholarly journals SISTEM INFORMASI CUSTOMER RELATIONSHIP MANAGEMENT PADA PT. ANEKA SUSU

2018 ◽  
Vol 5 (1) ◽  
pp. 93
Author(s):  
Mas Ayoe Elhias Nst
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Microsoft Excel

Pada saat sekarang ini sebagian besar perusahaan Retail masih menggunakan komunikasi secara langsungdan mencatat hasil transaksi dan pengolahan datanya masih dalam bentuk pengolahan data customer sehingga dengan sistem yang lama dapat memerlukan waktu yang relatif lama dan lambat. Pada sistem lama perusahaan masih menggunakan sistem pengolahan data dengan menggunakan sistem berupa microsoft excel maupun microsof word oleh sebab itu tidak dapat melakukan hubungan secara terus-menerus kepada pelanggan. Hal ini menimbulkan masalah dikarenakan pelanggan tidak dapat membantu pemasaran produk yang dimiliki perusahaan, dan akhirnya terjadi penurunan penghasilan dari perusahan.Selain itu juga dengan perkembangan teknologi yang semakin pesat saat ini dalam persaingan bisnis muncul permintaan pelanggan yang bermacam-macam serta kualitas dan pelayanan yang diberikan suatu perusahaan kepada pelanggan. Oleh sebab itu perusahaan menerapkan metode CRM. Metode Customer Relationship Management merupakan suatu metode untuk menarik pelanggan baru agar membeli produk perusahaan dan juga mempertahankan pelanggan lama agar tetap membantu proses pemasaran terhadap produk-produk perusahaan. Dengan penggunaan sistem management pelanggan menggunakan metode Customer Relationship Management (CRM) dapat menarik pelanggan baru dan mempertahankan pelanggan yang telah ada agar dapat membantu setiap proses pemasaran yang dilakukan oleh perusahaan. Peran CRM disini memberikan pengaruh yang sangat besar terhadap tingkat kepuasan pelangga, dengan melayani pelanggan sepenuh hati dan mempertahankan loyalitas pelanggan dengan aplikasi yang bisa diakses dengan mudah.

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