scholarly journals PENGEMBANGAN SISTEM CUSTOMER RELATIONSHIP MANAGEMENT BERBASIS WEB PADA PT. TERUS MEGA TARA JAKARTA

2021 ◽  
Vol 4 (1) ◽  
pp. 60-69
Author(s):  
Erikson Damanik ◽  
◽  
Ivana Maretha Siregar ◽  
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Information Services ◽  
Customer Relationship ◽  
Web Based ◽  
Electronic Products ◽  
Crm System ◽  
Business Opportunities

This study aims to develop a web-based CRM (Customer Relationship Management) system at the company PT. Terus Mega Tara authorized agent of AIWA electronic products. To improve service to customers and establish relationships with customers which have been done manually, it is necessary to build a web-based CRM media that can make it easier for customers to obtain the information services needed without the need to spend a lot of time and money visiting the company concerned This web-based CRM system can increase customer loyalty, provide customer satisfaction and increase the company's business opportunities in facing increasingly advanced business competition. With the existence of a web-based Customer Relationship Management (CRM) system at PT. Terus Mega Tara enables companies to improve services to their customers. Keywords: Product-Driven Company, Customer-Driven Company, CRM, Web

scholarly journals EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT TO CUSTOMER RETENTION MEDIATED BY CUSTOMER SATISFACTION AND CUSTOMER LOYALTY

2021 ◽  
Vol 19 (4) ◽  
pp. 896-904
Author(s):  
Siti Zainut Tifliyah ◽  
◽  
Fatchur Rohman ◽  
Noermijati Noermijati ◽  
◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
High Mobility ◽  
Customer Retention ◽  
Simple Random Sampling ◽  
Customer Relationship ◽  
Web Based ◽  
Research Criteria

The purpose of this study was to analyze the effect of Customer Relationship Management (CRM) on customer retention mediated by customer satisfaction and customer loyalty on Priority BTN in Malang City. The population of this study is Priority BTN customers in Malang City, and the number of samples obtained is in accordance with the research criteria as many as 100 samples. The approach used in this study is a quantitative approach. The type of research based on the formulation of the problem and the purpose of the study is explanatory. The technique used in this study is probability sampling with a simple random sampling method. The research instrument used was a questionnaire analyzed using SmartPLS 3.0 software. The results showed that CRM has a direct influence on customer retention. In addition, CRM indirectly affects customer retention through mediating variable customer satisfaction and customer loyalty. The next researcher can conduct further research with broader research objects, namely at the BTN Priority bank customers nationally, and can use web-based surveys to shorten the time in researching priority customers because priority customers have high mobility.

scholarly journals Sistem Informasi Penjualan Dengan Fitur Customer Relationship Management (CRM) Pada Tria Salon Berbasis Web

2019 ◽  
Vol 1 (3) ◽  
pp. 165-174
Author(s):  
Welda Welda ◽  
Bagus Baskara Sukarma ◽  
Emmy Febriani Thalib
Keyword(s):  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Relationship Management ◽  
Customer Relationship ◽  
Web Based ◽  
Customer Data ◽  
Transaction Data ◽  
To Come ◽  
Service Data ◽  
Incorrect Data

Sales is a transaction carried out by two or more parties between one person to another with a valid payment that generates an income. One of the factors of success of sales is to maintain good relationships with customers, such as giving special promotions to Pelaggan so that customers will continue to come to buy products or services offered by a company.In this study found problems such as the difficulty of determining customer loyalty, the difficulty of determining the product that must be stocked a lot, the difficulty in recording transactions because of the possibility of missing or incorrect data due to Tria salon still recording data in the ledger. In addition, other problems that arise are the delivery of promotions that take more time due to having to send the same message one by one to the customer.The solution to solving this problem is to build a sales information system with web-based customer relationship management (CRM) features. Which later can help admin performance in managing customer data, managing product and service data and managing transaction data. In addition, it can help salon owners in managing customer reports and transaction reports and can provide promotions to all customers.From the results of blackbox testing that has been done, the results obtained are that the test is in accordance with the process that is run and produces an output that is in accordance with the system functions that have been defined.

scholarly journals Application of E-CRM in Salon Business in Increasing Loyalty and Service to Customers

2020 ◽  
Vol 4 (2) ◽  
pp. 268-275
Author(s):  
Nur’Ahya Anisa ◽  
Yuliazmi Yuliazmi ◽  
Grace Gata
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Web Based ◽  
Existing Problems ◽  
Crm System ◽  
Provision Of Services ◽  
Number Of Customers ◽  
A Company ◽  
Loyal Customers

D'Moze Salon is a company engaged in the sale of salon services established in 2009 with its first branch located in Tanjung Duren, West Jakarta. Some of the factors faced by D 'Moze Salon are handling verbally delivered complaints, a large number of customers visit make a long waiting list for treatment, and it is difficult to identify and retain loyal customers. Implementing CRM is one way for companies to be able to create good relationships with customers and mutual benefits. Along with the development of information technology requires companies to apply technology in business because business competition is increasingly high. By applying the Electonic Customer Relationship Management (E-CRM) model that provides a means of interface for customers that can help solve existing problems so that they can benefit both customers and the company. The interface provided is a web-based E-CRM system created with the PHP programming language and MySQL database. Using this E-CRM system D'Moze Salon is easier to manage the provision of services so the level of customer satisfaction increases also their loyalty. Thus, complaints will be reduced, testimonials from satisfied customers are increasing. This will capture potential new customers to choose D’Moze as the salon for treatment.  

The relationship between customer satisfaction and customer relationship management system; a case study of Ghavamin Bank

2014 ◽  
Vol 46 (4) ◽  
pp. 220-227 ◽  
Author(s):  
Alireza Rezghi Rostami ◽  
Changiz Valmohammadi ◽  
Jahan Yousefpoor
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Capital City ◽  
Validity And Reliability ◽  
Statistical Population ◽  
Content Type ◽  
Crm System ◽  
The Relationship

Purpose – The purpose of this paper is to study the relationship between customer relationship management (CRM) system and customer satisfaction in branches of Ghavamin Bank in the capital city of Iran, Tehran. Design/methodology/approach – Based on the review of literature a questionnaire was designed. After the verification of its validity and reliability, the data were collected from statistical population, the customers of selected branches at Tehran city. The data were analyzed using inferential statistics and the SPSS software, and frequency distribution, distribution indexes, Pearson's correlation, and regression methods were also used. Findings – The results revealed that the four factors of CRM system, i.e. service quality, service characteristics, level of service access, and handling complaints have a positive effect on customer satisfaction in the surveyed branches of Ghavamin Bank. Research limitations/implications – The sample is restricted to only one city, so in generalizability of the obtained results caution should be taken. Originality/value – Given the ever growing importance of banking industry in Iran as a developing country, the results of this study could help policy makers of the surveyed bank to realize the importance of CRM's criteria and characteristics in increasing customer satisfaction.

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