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 Pemasaran dengan Penerapan CRM (Customer Relationship Management) Berbasis Website menggunakan Metode Waterfall dan Agile

2020 ◽  
Vol 5 (4) ◽  
pp. 346
Author(s):  
Johar Saputra Irsandi ◽  
Iskandar Fitri ◽  
Novi Dian Nathasia
Keyword(s):  
Information Systems ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Product Information ◽  
Relationship Management ◽  
Customer Relationship ◽  
Target Market ◽  
Application Development ◽  
The Future ◽  
Marketing Information

Bella Frame ART shop is a business shop that is engaged in selling paintings, calligraphy, and frames. Until now, the promotion method still uses brochures, posters, and pamphlets, so shop owners need a lot of money to convey information to a broad target market. Storing the results of feedback, or messages from customers is also needed, in order to assist the store in making decisions in product marketing and customer service in the future. With the application of CRM in the website-based marketing information system at the Bella Frame ART Shop, data storage can be stored neatly and in detail, and delivery of product information to customers can be done more easily and quickly and is expected to help the store make decisions in marketing products and customer service for the future. In this study, the authors used application development methods, namely the waterfall and agile methods. Web-based information systems with the proposed Customer Relationship Management (CRM) method are systems that meet the needs and have the advantage of being integrated with systems related to marketing information systems. As well as using the waterfall method can help writers in the first stage of application development because testing is carried out after the application has been run while the agile method is used at a later stage so that it can cover deficiencies in the first stage of application development, namely requests for changing needs so that applications can continue to be developed despite requests needs change and application testing can continue at any time so that errors or bugs can be found more easily.Keywords:Information Systems, Customer Relationship Management, Website, Waterfall, Agile.

scholarly journals Customer relationship management influence on sales of selected companies

2012 ◽  
Vol 60 (2) ◽  
pp. 231-236
Author(s):  
Jana Němeček
Keyword(s):  
Information Technology ◽  
Czech Republic ◽  
Economic Crisis ◽  
Customer Relationship Management ◽  
Business Strategy ◽  
Relationship Management ◽  
Customer Relationship ◽  
The European Union ◽  
The Czech Republic ◽  
Analysis Of Results

General awareness of information technology and business strategy Customer Relationship Management (CRM) among managers in the Czech Republic is for several years, but in comparison with Western states of the European Union the Czech companies are underdeveloped. Apparently also because of the economic crisis is CRM in the Czech Republic begins to be used more. The main goal of implementing CRM is to help to company increase the quality of relationship and communication with customers. In this article are the most common definitions of CRM.The main content of this article is about the analysing and comparing of Trading Income of selected companies doing business in the Czech Republic. There are compared selected companies with implemented information technology and business strategy CRM with companies without implemented CRM and how it could have an impact to the Trading Income of these selected companies. Has CRM implementation helped to increase the positive Trading Income during the economic crisis? Included is an analysis of Trading Income from 2007 to 2010 for selected companies grouped by number of employees. The conclusion summarizes the analysis of results and assumptions and benefits of CRM.

scholarly journals CRM as a tool to maintain the competitiveness of enterprises in the global digital economy

2021 ◽  
Vol 92 ◽  
pp. 05003
Author(s):  
Josef Botlík ◽  
Milena Janáková
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
System Analysis ◽  
Relationship Management ◽  
Multicriteria Analysis ◽  
Value Added ◽  
Digital Economy ◽  
Customer Relationship ◽  
Ongoing Research ◽  
Eu Countries

Research background: Globalization is characterized by the interconnection of national economies, which may be more vulnerable in this way. Economic and social shocks caused by the global nature of the socio-economic environment have now shown, especially in connection with covid19, the need for a deeper focus of companies on customers. Purpose of the article: The need for communication, the search for new market opportunities, and the resumption of production in the post-crisis period could be significantly affected by the use of digital technologies aimed at clients and customers. The ongoing research “Application of systems for customer relationship management in the environment of small and medium-sized enterprises” has shown that customer orientation can be significantly supported and streamlined by using Customer relationship management (CRM) systems. The paper compares the use of CRM in EU countries and identifies critical points. Methods: Using methods of system analysis, especially mathematical prediction, statistical methods, and multicriteria analysis, the use of CRM in EU countries is compared in relation to selected factors of the digital economy. Findings & Value added: Years with major declines and disproportions have been identified. The declines in developed economies (Germany, France, Austria etc.) in 2019 are specific, related mainly to the use of new forms of customer service. It turns out that although companies are streamlining their marketing efforts through CRM and focusing on maximizing potential through customers, CRM is only an integral part of ICT and can be replaced in the global environment by other tools of the digital economy.

A Conceptual Framework Illustrating the Effects of E-CRM on Customer Loyalty

2019 ◽  
pp. 123-134
Author(s):  
Maysam Saifi
Keyword(s):  
Conceptual Framework ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Business Strategy ◽  
Banking Industry ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Support

Customer relationship management (CRM) is recognized as a business strategy to identify the most profitable customers in the banking industry and to devote time and attention to gain their loyalty. The purpose of this chapter is to propose a conceptual framework representing sub-factors of electronic customer relationship management (e-CRM) and customer loyalty as a base model to examine the effect of e-CRM on customer loyalty. E-CRM is a well-structured and systematized process of CRM that automatizes processes of marketing, sales, and customer service. This study helps us to have a better understanding of the role of e-CRM in customer loyalty in Tejarat Bank. The main focus is on e-CRM including factors such as e-banking, customer support, security, and additional services.

scholarly journals A Roadmap For Customer Relationship Management

2011 ◽  
Vol 1 (12) ◽  
Author(s):  
Mohammad Dadashzadeh ◽  
Krishnan Krishnaiyer ◽  
Ashok Ramkumar ◽  
Sriram Swaminathan
Keyword(s):  
Information Technology ◽  
Life Cycle ◽  
Information Systems ◽  
Customer Relationship Management ◽  
Focal Point ◽  
Relationship Management ◽  
Strategic Plan ◽  
Customer Relationship ◽  
Strategic Information ◽  
Strategic Information Systems

Customer Relationship Management (CRM) has become yet another bandwagon in the crowded caravans towards strategic information systems nirvana. In this paper, we contend that beyond serving as a buzzword and a passing fad to acquire an Information Technology (IT) solution from clamoring vendors, managements enthusiasm for CRM can effectively be cultivated to develop the organizations strategic plan for making the customer the focal point of all activities. To that end, we examine CRM technologies by considering what they offer for managing each stage of the Customer Resource Life Cycle (CRLC).

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 CREATING SUSTAINABLE COMPETITIVE ADVANTAGE IN BANKING THROUGH TECHNOLOGY, CUSTOMER RELATIONSHIP MANAGEMENT AND INTERNAL MARKERTING

2017 ◽  
Vol 1 (1) ◽  
pp. 74
Author(s):  
Lilian Achieng Onyango ◽  
Dr. Paul Katuse
Keyword(s):  
Information Technology ◽  
Data Analysis ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Descriptive Statistics ◽  
Customer Relationship ◽  
Sustainable Competitive Advantage ◽  
Significant Positive Effect ◽  
Positive Effect

Purpose: The purpose of the study was to establish the need of creating sustainable competitive advantage in banking through technology, customer relationship management and internal marketing.Methodology: The research was carried out through an explanatory research. The target population of the study was 3,193 employees of the Co-op Bank. A sample of 68 employees spread across the bank was selected. The researcher used descriptive and inferential statistics in this study.  The study used primary data. The study used a questionnaire as the preferred data collection tool. This study used the quantitative method of data analysis which included inferential and descriptive statistics. Descriptive statistics included frequencies and measures of tendency mainly means and frequencies. Inferential statistics included correlation analysis. The tool for data analysis was Statistical Package for Social Sciences (SPSS) version 17 program. The results were presented using tables and pie charts to give a clear picture of the research findings.Results: The findings indicated that information technology has significant positive effect on competitive advantage. The findings also showed that customer relationship management (CRM) has a significant positive effect on competitive advantage of banks. The findings further implied that internal marketing has a significant effect on competitive advantage. Further the findings implied that information technology has significant positive effect on competitive advantage.Unique contribution to theory, practice and policy: Following study results, it was recommended that investment in Information technology be emphasized in the banks as it has an effect on the overall achievement of competitive advantage. The study also recommended that banks should emphasize customer relationship by investing in a customer relationship management system. It was further recommended that employees are central to an effective CRM and as such firms must manage its relationships with their employees if they have any hope of fully serving customer needs and that this is especially important in firms where employees are the eyes of customers.

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.

The Customer Relationship Management as an Element of the Acceleration of Society Evolution

2014 ◽  
pp. 562-577
Author(s):  
Lova Mirella Rakotomalala Ramandimbiarison
Keyword(s):  
Information Technology ◽  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Traditional Culture ◽  
Research Field ◽  
Customer Relationship ◽  
Societal Change ◽  
Technology And Communication

Globalization and the rapid advance of information technology and communication have led to the emergence of new trends like postmodernity and hypermodernity. Madagascar, a future emerging economy, chosen as the research field, has not been immune to these phenomena. It is integrated into the global cultural system, although it is known for its specific traditional culture. Therefore, this work has demonstrated how the chosen tool of relationship marketing, which is Customer Relationship Management (CRM), can be an element of accelerated societal change and how CRM can cause changes in the Malagasy culture. The research presented in this chapter examines the four major roles of CRM as used in Madagascar to determine whether it is suitable for Malagasy consumers. This study may help service marketers of international companies in using new marketing tools as innovative means in emerging economies and increase their customer loyalty.

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