scholarly journals PENERAPAN CRM UNTUK ANALISIS KELAYAKAN BISNIS DISTRIBUSI KAYU BERBASIS ANDROID

Respati ◽  
2020 ◽  
Vol 15 (2) ◽  
pp. 79
Author(s):  
Angga Cahyo Saputro
Keyword(s):  
Customer Relationship Management ◽  
Business Processes ◽  
Data Flow ◽  
Financial Analysis ◽  
Relationship Management ◽  
Customer Relationship ◽  
Flow Diagram ◽  
Use Case ◽  
Wood Industry ◽  
Business Flow

                                             INTISASICv. Indotrace adalah perusahaan yang bergerak dalam bidang distribusi kayu, saat ini dalam melakukan bisnisnya, perusahaan mengalami beberapa hambatan dengan para pelanggan industry kayu dan pelanggan mitra perusahaan.Maka dari itu untuk menghubungkan peusahaan dengan pelanggan idustri kayu dan pelanggan mitra perusahaan, maka perusahaan ingin menerapkan CRM (Customer Relationship Management) guna mengatasi permasalahn tersebut. Dalam menerapkan CRM perusahaan membandingkan alur bisnis yang sudah berjalan dengan alur bisnis usulan yang mana alur bisnis usulan ini digambarkan dengan use case diagram dan data flow diagram. Hasil akhir penelitian ini adalah berupa rekomendasi prototype aplikasi yang mana digunakan untuk membantu proses bisnis yang dijalani perusahaan. Selain itu juga dalam penelitian ini dilakukan analisa keuangan untuk menujukkan efektifitas aplikasi yang dijalankan pada perusahaan. Hasilnya usulan aplikasi ini layak untuk dijalankan dengan ROI sebesar 59% dan NPV sebesar 85,321,596. Selain itu payback periode nya menunjukkan pada tahun pertama sudah bisa kembali. Kata kunci— CRM, Distribusi, Kayu, Andoroid, Kelayakan Bisnis.                                                                                      ABSTRACTThis CV Indotrace is a company engaged in the distribution of wood, currently in doing business, the company experiences several obstacles with the customers of the wood industry and the customers of the company's partners. So from that to connect the company with wood industry customers and customers of the company's partners, the company wants to implement CRM (Customer Relationship Management) to overcome these problems.In implementing CRM the company compares the business flow that is already running with the proposed business flow where the proposed business flow is illustrated with use case diagrams and data flow diagrams. The final result of this research is in the form of a prototype application recommendation which is used to help the business processes undertaken by the company. In addition, this study also conducted a financial analysis to show the effectiveness of applications that are run on the company. The result is that this proposed application is feasible to run with an ROI of 59% and an NPV of 85,321,596. In addition, the payback period shows that the first year can be returned.Kata kunci— CRM, Distribution, Wood, Andoroid, Business Feasibility.

scholarly journals LAYANAN E-COMMERCE PENJUALAN PAKAIAN BERBASIS WEB DENGAN PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT

2018 ◽  
Vol 2 (2) ◽  
pp. 9-16
Author(s):  
Heldi Diana Tudenga ◽  
Yohanis Malelak
Keyword(s):  
Customer Relationship Management ◽  
Business Processes ◽  
Relationship Management ◽  
Customer Relationship ◽  
Flow Diagram ◽  
Literature Study ◽  
Web Based ◽  
Application Service ◽  
Data Flow Diagram

badi Collection Shop is a business entity engaged in the sale of clothing located on the roadRoundabout PU Tuak Daun Merah II. In conducting its business processes the Abadi Collection Shopstill uses the conventional mechanism, the customer must come directly to the outlet to see and searchfor products sold by Abadi Collection Shop. In order to support the business run by Abadi CollectionShop, the existence of customers is not only a source of company income but also as a long term assetthat needs to be managed and maintained through Customer Relationship Management. The purposeof this research is to design and build an Application Service E-commerce Web Based Clothing Salesby applying Customer Relationship Management at Abadi Collection Shop. Data collecting method bywriter is literature study, observation and interview, tool of analysis of system design in the form ofdocument flow, context diagram, data flow diagram, and proposed database of entity relationshipdiagram. While making the software in this thesis, the writer uses PHP and Adobe Dreamwaver CS6and MySQL database. The results of this study system designed to support order transactions as wellas a promotional event that can facilitate customers in communication and provide input for AbadiCollection Shop.

scholarly journals Penerapan Enterprise Resource Planning (ERP) dan Pengelolaan Hubungan dengan Pelanggan untuk Sistem Informasi Penjualan pada Toko SOVIAH

2016 ◽  
Vol 2 (2) ◽  
pp. 85-96
Author(s):  
Dhani Adiatma Rimen ◽  
Ricky Akbar
Keyword(s):  
Business Process ◽  
Customer Relationship Management ◽  
Enterprise Resource Planning ◽  
Process Model ◽  
Relationship Management ◽  
Resource Planning ◽  
Customer Relationship ◽  
Use Case ◽  
Business Process Model ◽  
Use Case Diagram

Saat ini proses bisnis pembelian, persediaan, dan penjualan barang yang berjalan di Toko Soviah  masih dilakukan secara manual serta belum adanya data pelanggan tetap ditoko tersebut. Hal ini menyebabkan beberapa permasalahan antara lain, sering terjadi kesalahan pencatatan pembelian dan penjualan barang, perhitungan transaksi yang lama, lambatnya informasi ketersediaan barang di gudang serta belum adanya upaya untuk meraih loyalitas pelanggan dalam bisnis yang dijalankan. Oleh karena itu, perlu penerapan Enterprise Resource Planning (ERP) dan Customer Relationship Management (CRM) untuk sistem informasi pembelian, persediaan, dan penjualan barang serta pengelolaan hubungan dengan pelanggan yang bertujuan untuk mengatasi permasalahan tersebut. Tahapan penerapan ERP ini dimulai dengan studi pendahuluan. Aktivitasnya yaitu pengenalan perusahaan dengan wawancara dan observasi, mengidentifikasi proses bisnis pembelian, persediaan, dan penjualan barang yang sedang berjalan kemudian membuatkan usulan sistem secara terkomputerisasinya, yang digambarkan dengan menggunakan Business Process Model Notation (BPMN), serta penggambaran model kerja sistem yang akan diterapkan menggunakan use case diagram. Tahapan selanjutnya adalah melakukan studi literatur dari berbagai buku dan jurnal untuk mencari landasan teori dan penelitian terkait. Kemudian melakukan pemilihan perangkat lunak ERP, setelah itu melakukan konfigurasi dan kustomisasi modul perangkat lunak ERP tersebut, serta terakhir melakukan penerapan dan pengujian. Hasil yang diharapkan dari penelitian ini adalah dapat mengatasi permasalahan pada Toko Soviah. 

scholarly journals Interactive Customer Relationship Management Jasa Infrastruktur Jaringan PT. Meda Cipta Hutama

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
R. H. Handayani ◽  
Qurrotul Aini ◽  
Evy Nurmiati
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Use Case ◽  
Purchase Order ◽  
General Contractor ◽  
Sequence Class ◽  
Case Sequence

PT. Meda Cipta Hutama merupakan penyedia jasa IT dan general contractor. Keinginan perusahaan adalah memenuhi kebutuhan pelanggan, di mana diperlukan sebuah sistem informasi yang interaktif. Untuk memenuhi keinginan pelanggan tersebut, dibutuhkan sistem informasi Interactive Customer Relationship Management (i-CRM). I-CRM merupakan suatu usaha untuk menciptakan interaksi antara pelanggan dan perusahaan dengan waktu respon yang tinggi sehingga tidak terjadi kesalahan dalam proses persiapan sampai kepada penyajiannya. Metode pengumpulan data menggunakan metode observasi, wawancara, kuesioner dan studi literatur. Sedangkan metode pengembangan sistem informasinya menggunakan model RAD, yang meliputi UML, dengan diagram use case, sequence class, statechart dan activity. Tujuan pada penelitian ini adalah membangun sistem informasi interactive customer relationship management (i-CRM). Adapun hasil yang diperoleh dari penelitian ini berupa sebuah website i-CRM di mana pihak perusahaan dapat berinteraksi langsung dengan pelanggan dan pelanggan juga dapat dengan mudah melakukan purchase order. Selain itu, i-CRM ini dapat meningkatkan pelayanan yang diberikan yang berdampak pada meningkatnya kepuasan dan loyalitas pelanggan. Sistem ini juga dapat mempermudah perusahaan berinteraksi langsung dengan pelanggan menggunakan fasilitas suggestion dan complain, chatting dan newsletter.

scholarly journals Intelligent CRM systems of transport companies

2020 ◽  
Vol 9 (26) ◽  
pp. 409-414
Author(s):  
Thanh Trung Truong
Keyword(s):  
Customer Relationship Management ◽  
Intelligent Systems ◽  
Business Processes ◽  
System Analysis ◽  
Self Regulation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Transport Systems ◽  
Cloud Infrastructure ◽  
Technological Efficiency

High technological efficiency and the use of intelligent systems are the main internal factors in the evolution of the transport company. Transportation companies are introducing digital infrastructure, trying to achieve practical results by focusing on customer demand, such as actively using Customer Relationship Management and holding on to the customer, increasing their loyalty. But there are problems in activating such systems because of their heterogeneity and non-systemic approach to their use. A system analysis is needed, which is the main purpose of this article. This problem is discussed in this article for highly competitive transport (logistics) business. The capabilities and impact of the transport company 's customer relationship management systems in the cloud are analyzed. The method of organization and regulation of business processes oriented to relations with clients, creation and development of cloud business infrastructure is proposed. The evolutionary cycle of the transport system in cloud infrastructure is described. A comprehensive multiplicative transportation efficiency model similar to the Allen model has been built and described how to use it to evaluate system self-regulation. The results of the work can become a methodological basis for solving practical problems of business processes of transport systems and their transfer to cloud infrastructure.

Implementing Knowledge-Enabled CRM Strategy in a Large Company

2005 ◽  
pp. 249-278 ◽  
Author(s):  
Minwir Al-Shammari
Keyword(s):  
Customer Relationship Management ◽  
Business Processes ◽  
Resistance To Change ◽  
Relationship Management ◽  
Processing System ◽  
Management Program ◽  
Information And Communications Technology ◽  
Customer Relationship ◽  
Implementation Phase

This case study is aimed at developing an understanding of the various aspects and issues concerning the implementation of a knowledge-enabled customer relationship management (KCRM) strategy at a telecommunications company in a developing country. The KCRM program was composed of three major parts: enterprise data warehouse (EDW), operational customer relationship management (CRM), and analytical CRM. The KCRM initiative was designed to automate and streamline business processes across sales, service, and fulfillment channels. The KCRM program is targeted at achieving an integrated view of customers, maintaining long-term customer relationship, and enabling a more customer-centric and efficient go-to-market strategy. The company faced deregulation after many years of monopoly. The company initiated a customer-centric knowledge management program, and pursued understanding customers’ needs and forming relationships with customers, instead of only pushing products and services to the market. The major result of the case study was that the KCRM program ended as an Information and Communications Technology (ICT) project. The company did not succeed in implementing KCRM as a business strategy, but did succeed in implementing it as a transactional processing system. Several challenges and problems were faced during and after the implementation phase. Notable among these was that the CRM project complexity and responsibilities were underestimated, and as a result, the operational CRM solution was not mature enough to effectively and efficiently automate CRM processes. Changing organizational culture also required a tremendous effort and pain in terms of moving toward customer-centric strategy, policy and procedures, as well as sharing of knowledge in a big organization with many business silos. Employees’ resistance to change posed a great challenge to the project. As a conclusion, the KCRM case study qualified as a good case of bad implementation.

Possibilities of Implementing Customer Relationship Management in the Function of Improving the Competitiveness of the Civil Engineering Sector

2015 ◽  
Vol 725-726 ◽  
pp. 977-983 ◽  
Author(s):  
Boban Melovic ◽  
Mijat Jocovic ◽  
Irina Lugovskaya ◽  
Nikolai Vatin
Keyword(s):  
Customer Relationship Management ◽  
Business Processes ◽  
Civil Engineering ◽  
Relationship Management ◽  
Business Environment ◽  
Customer Relationship ◽  
Business Strategies ◽  
Crm System ◽  
Modern Business

Modern business strategies and quality of business environment are conditions for increasing competitiveness of companies in the civil engineering sector. Basic idea of Customer Relationship Management (CRM) is to shift the focus from the product to the buyer and in that way to build quality, long term and profitable relations. Products and services must be adjusted to the demands and specifications of certain clients. CRM is not a technology but a business concept, business philosophy. Basic aim of CRM in the civil engineering sector is gaining and keeping customers with the biggest purchasing potential. The article show that the implementation of the CRM system is in the direct positive correlation with business results of the companies from the civil engineering sector. In order to make the CRM strategy successful, it is necessary to determine appropriate strategy of creating long term, sustainable and profitable relationships with buyers, then to adjust business processes of the company and if necessary to adapt the organizational structure to creating the environment which is totally focused on the buyer.

scholarly journals Strategies for Customer Relationship Management Focused on Loyalty

2021 ◽  
Author(s):  
J. Vasco ◽  
C. Guerra ◽  
F. Favicela ◽  
X. Granizo
Keyword(s):  
Customer Relationship Management ◽  
Business Processes ◽  
Human Resources Management ◽  
Relationship Management ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Relational Marketing ◽  
Crm System ◽  
Palabras Clave ◽  
Management Approaches

This research examined the customer loyalty process through relational marketing, using Customer Relationship Management (CRM) strategies. A market study was conducted to analyze the current client management approaches. A survey of customers of the company was carried out to investigate what they perceived were important factors influencing their relationship with the organization and determining efficient communication. The study focused on the design of CRM and relational marketing strategies, in order to create tools to improve communication and interaction with the client, so as to help understand customer demands and achieve loyalty. A formal methodology was described for developing and implementing a CRM system that integrates aspects such as defining a customer strategy, re-engineering customer-oriented business processes, human resources management, the computer system, and management of change and continuous improvement. Keywords: strategy, loyalty, customer relationship management, administration, communication. Resumen La administración de la relación con el cliente es el proceso general de establecer y mantener relaciones redituables con los clientes al entregarles más valor y mayor satisfacción. El presente trabajo de investigación está enfocado en solucionar el deficiente proceso de fidelización del cliente por medio del marketing relacional. Para contribuir con el objetivo de la investigación, se realizó un estudio para analizar la gestión del cliente a través de una encuesta a los clientes actuales de la empresa ‘Ambaplass’ dedicada a la comercialización de productos de consumo masivo, ubicada en la cuidad de Ambato. El estudio se centró en torno al diseño de estrategias de comunicación con el objetivo de crear herramientas que permitan una mejor interacción con el mismo, además de conocer sus exigencias y lograr su fidelización. Los principales hallazgos de la investigación determinaron que el 63% de los encuestados son de sexo femenino, el 36% de los clientes tienen entre 26 y 35 años, el 40% de los encuestados son clientes desde hace un tiempo aproximado de 6 a 12 meses, el 46% realizan compras de 2 a 3 veces al mes, el 62% de los encuestados hacen uso de WhatsApp, en tanto que el 6% no utiliza ninguna red social, el 43% considera que la capacidad de resolución de problemas en la empresa es bueno y apenas el 41% de clientes está satisfecho con el departamento de ventas. Mediante los resultados obtenidos se puede evidenciar que existe satisfacción del cliente pero no fidelización del mismo. Palabras clave: estrategias, fidelización, administración de la relación con el cliente, comunicación.

scholarly journals Customer Relationship Management

2020 ◽  
Vol 6 (2) ◽  
pp. 212-218
Author(s):  
E. Erlygina ◽  
V. Filimonova
Keyword(s):  
Marketing Strategy ◽  
Customer Relationship Management ◽  
Business Processes ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Automated Systems ◽  
System Process ◽  
The Relationship ◽  
Orderly System

The modern market is characterized by changes in the relationship between companies and customers. Today, customer relationships are an orderly system process that needs to be monitored and managed. In the context of complex sales in highly competitive markets, the use of automated systems will provide organizations with increased competitiveness. Automated CRM software can become a solution for implementing a personalized marketing strategy, which will allow you to more effectively manage business processes that occur within the framework of interaction between employees and customers.

Customer Relationship Management (CRM)

2009 ◽  
pp. 94-117
Author(s):  
Mahesh Raisinghani ◽  
Abdu Albur ◽  
Sue Leferink ◽  
Thomas Lyle ◽  
Stephen Proctor
Keyword(s):  
Customer Relationship Management ◽  
Business Strategy ◽  
Business Processes ◽  
Relationship Management ◽  
Internet Marketing ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Technical Solution ◽  
Strategic Implementation

This chapter discusses customer relationship management (CRM) as a customer-focused business strategy enhanced by technology that automates and enhances business processes to proactively manage profitable and long-term customer relationships. CRM solutions span a continuum of implementations from a narrow tactical implementation of a specific technical solution to a broad strategic implementation of a customer centric solution. Furthermore, the authors hope that understanding the underlying assumptions and theoretical constructs through the use of CRM will not only inform researchers of a better CRM design for studying e-commerce and Internet marketing, but also assist in the understanding of intricate relationships between different factors.

scholarly journals Lifetime value in business process

2011 ◽  
Vol 59 (2) ◽  
pp. 291-298
Author(s):  
Martin Souček ◽  
Jana Turčínková
Keyword(s):  
Customer Relationship Management ◽  
Business Processes ◽  
Relationship Management ◽  
Customer Relationship ◽  
Value Assessment ◽  
Customer Lifetime ◽  
Lifetime Value ◽  
Qualitative Nature ◽  
The One ◽  
The Cost

The paper focuses on lifetime value assessment and its implementation and application in business processes. The lifetime value is closely connected to customer relationship management. The paper presents results of three consecutive researches devoted to issues of customer relationship management. The first two from 2008 and 2010 were conducted as quantitative ones; the one from 2009 had qualitative nature. The respondents were representatives of particular companies. The means for data collection was provided by ReLa system. We will focus on individual attributes of lifetime value of a customer, and relate them to approaches of authors mentioned in introduction. Based on the qualitative research data, the paper focuses on individual customer lifetime value parameters. These parameters include: the cost to the customer relationship acquisition and maintenance, profit generated from a particular customer, customer awareness value, the level of preparedness to adopt new products, the value of references and customer loyalty level. For each of these parameters, the paper provides specific recommendations. Moreover, it is possible to learn about the nature of these parameter assessments in the Czech environment.

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