scholarly journals Customer Relationship Management (CRM) Training in Increasing Business Sales During the Covid-19 Pandemic

2021 ◽  
Vol 1 (2) ◽  
pp. 208-213
Author(s):  
Adi Lukman Hakim ◽  
Mega Barokatul Fajri ◽  
Erna Nur Faizah
Keyword(s):  
Customer Relationship Management ◽  
Learning Experience ◽  
Relationship Management ◽  
Customer Relationship ◽  
Training Design ◽  
Literature Study ◽  
Consumer Data ◽  
The Right ◽  
Consumer Interactions ◽  
Start Ups

The Covid-19 pandemic demands that businesses go digital. Not only products must be marketed through technology, but the way of communication with consumers must also be arranged systematically to stabilize income. Among a number of tools designed to answer customer retention demands, CRM software was chosen because this tool can accommodate consumer data, business data, track consumer interactions, and track company prospects. The purpose of this activity is to conduct training and assistance in implementing Customer Relationship Management in increasing sales during the pandemic. This method uses a descriptive qualitative approach with training design in using Customer Relationship Management software. Instruments in the form of learning experience and literature study. This community partnership program involves business start-ups within the Muhammadiyah University of Lamongan, especially students majoring in Accounting and Management. The results of this study indicate that the application of CRM has an effect as an effort to increase business sales during the pandemic with a series of strategic CRM processes, operational CRM, analytical CRM. Essentially, both upper, middle, and even lower customers need good and quality service, it's just that the levels are different. When start-up actors apply the right and good CRM, it will automatically increase customer satisfaction which has an impact on increasing business sales.

scholarly journals Investment Efficiency Evaluation of Customer Relationship Management System: Theoretical and Practical Aspects of Return on Investment Methodology Application

2011 ◽  
Vol 9 (3) ◽  
pp. 221-228
Author(s):  
Regina Jasilionienė ◽  
Rima Tamošiūnienė
Keyword(s):  
Customer Relationship Management ◽  
Business Strategy ◽  
Return On Investment ◽  
Relationship Management ◽  
Customer Relationship ◽  
Investment Efficiency ◽  
Efficiency Evaluation ◽  
Crm System ◽  
The Right ◽  
Financial Measurement

Customer relationship management (CRM) has been increasingly adopted by companies as the core of IT – driven business strategy and firms have started to invest in CRM. However, the rate of successful CRM implementations is about 30%. Many enterprises pursue expensive CRM initiatives without first understanding of the challenges and costs involved. This approach often results in CRM projects that fail to meet measurable benefit objectives. Evaluating costs and benefits associated with CRM systems acquiring and implementation and applying financial measurement methodologies can help a company make the right CRM investments solution and build a compelling justification for its CRM project. Return on investment (ROI) financial measurement methodology, its theoretical and practical aspects are analyzed in this study. Authors of this paper provide a detailed list of CRM cost categories, which can assist an organization to easily calculate its CRM system acquisition and ongoing spending. Also the authors of this paper present survey results of CRM system costs and investment efficiency evaluation in Lithuanian companies.

Integrating Internet/Database Marketing for CRM

2005 ◽  
pp. 157-174
Author(s):  
Sally Rao ◽  
Chris O’Leary
Keyword(s):  
Action Research ◽  
Data Collection ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Cost Savings ◽  
Customer Relationship ◽  
The Internet ◽  
Database Marketing ◽  
Customer Information ◽  
Consumer Data

Firms have only just begun to fully use the Internet to obtain customer information in their database marketing processes to enhance customer relationship management (CRM). This chapter introduces a framework about how they can do this. Essentially, it argues that the advent of Internet/database marketing brings solutions to some of the difficulties in customer relationship management by providing one-to-one interactivity and customization. For example, the Internet offers benefits, such as increased consumer data collection accuracy and speed, cost savings in collecting data, greater interaction, and better relationships with customers. This chapter develops a framework for integrating the Internet and database marketing to help marketers improve customer relationship management through rigorous action research.

scholarly journals Sistem Informasi Dengan Pendekatan Customer Relationship Management (CRM) Menggunakan Metode Service Quality

2020 ◽  
Vol 19 (1) ◽  
pp. 34-40
Author(s):  
Diah Tri Wahyuni ◽  
Tacbir Hendro Pudjiantoro ◽  
Asep Id Hadiana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Secondary Data ◽  
Customer Relationship ◽  
Primary Data ◽  
Customer Perceptions ◽  
The Right ◽  
The Cost

Anna Salon Spa is a beauty care business or service that provides various kinds of treatments. Primary data were obtained from interviews with Anna salon spa employees, while secondary data used library sources and research results and data collection techniques used interview, observation and documentation techniques. In this study, problems were found such as the difficulty in determining customer loyalty, the difficulty in calculating the cost optimally, the difficulty in conducting transaction recapitulation because there may be data missing or not being calculated correctly because Anna Salon Spa is still recording the data in the ledger. In addition, another problem that arises is the delivery of promotions that take more time because they have to send the same message one by one to customers or via Instagram and Facebook. The method uses the calculation of the actual value of service quality by comparing the value of customer perceptions with the value of customer expectations and expressed in percent, this method aims to determine the extent of service performance and measure customer satisfaction. To solve this problem is to build an information system with a web-based customer relationship management (CRM) approach that provides input to the applications used by Anna Salons Spas so as to provide comfort and satisfaction for customers and can help provide better, timely information systems. , and is accurate and recommends the right service so that it benefits the company. The use of service quality methods in this study is to know the value and measure customer satisfaction through the questionnaire given to customers.

scholarly journals Marketing Strategy Based on CRM (Customer Relationship Management) at PT. Great Food Prosperity in Tangerang City

2021 ◽  
Vol 4 (5) ◽  
pp. 26-35
Author(s):  
Toto Mujio Mukmin ◽  
Rodhiah Rodhiah ◽  
Wasino Wasino ◽  
Septihani Michella Wijaya ◽  
Patrice Febiyani Metty ◽  
...  
Keyword(s):  
Marketing Strategy ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Literature Study ◽  
Customer Data ◽  
Related Data

This study aims to produce a marketing model design based on CRM (Customer Relationship Management), in establishing long-term relationships with retailers and in increasing customer loyalty. The case study was conducted at PT Jaya Pangan Makmur which is engaged in the coffee business with the Harum Sweet brand. The implementation method with literature study, secondary and primary data was carried out to produce a model. The results of the activity show the marketing strategy design model based on CRM (Customer Relationship Management), in establishing long-term relationships with retailers, in introducing the existence of sweet fragrant coffee to the community. It is necessary to use information and communication technology to develop the functions of CRM which include strategic, operational and analytical functions. Customer-centered strategy that aims to win and retain customers, plays a strategic role in attracting and retaining its customers. Operations focuses on automating customer-facing processes such as sales, marketing, and customer service. Analytical CRM transforms customer-related data into customer-based data that is decrypted in the customer database program. It is important for companies to have customer data based, in order to maintain continuity of customers and ultimately reduce costs. The implementation of the Customer Relationship Management (CRM) program will help companies strengthen relationships with customers which can reduce costs and increase productivity and profitability in the business.

Case Study

2011 ◽  
pp. 291-308 ◽  
Author(s):  
Minna Pura
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Tool ◽  
Mobile Advertising ◽  
Media Environment ◽  
Brand Building ◽  
Cross Media ◽  
The Right

Building a brand in the fragmenting media environment is a challenging task. Advertising should be integrated and personalized, it should utilize different channels, and reach the customer at the right place, at the right time, through the right channel, and in the appropriate context. Mobile advertising should be used as a means of creating value to the customers and serving the customers better. This paper gives an insight into the practical possibilities and pitfalls of mobile advertising as a brand building and customer relationship management tool. The case study describes how mobile advertising can be used to get the youth target group to give information about themselves to the company, and how this information can be utilized for future customer relationship management. The effectiveness of mobile advertising in a cross media context is analyzed through conversion and loyalty measures.

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 ANALISIS PROYEK APLIKASI COSTUMER RELATIONSHIP MANAGEMENT STUDY KASUS XYZ BODYCARE

2020 ◽  
Vol 4 (2) ◽  
pp. 87
Author(s):  
Irma Suryani ◽  
Fadila Andini ◽  
Ricky Firmansyah
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Work Breakdown Structure ◽  
The Right ◽  
The Cost ◽  
System Project ◽  
Service Building

Aplikasi Customer Relationship Management (CRM) adalah salah satu dari aplikasi Teknologi Informasi yang merupakan aplikasi strategi bisnis untuk memilih dan menjaga customer, dapat mengoptimalkan nilai jangka panjang, dapat menyimpan filosofi customer centric business dan budaya untuk mendukung efektifitas marketing, sales dan proses servis. Membangun aplikasi Customer Relationship Management (CRM) yang baik harus mengikuti prosedur proyek yang benar yaitu didahului dengan pembuatan proposal untuk menguraikan semua keperluan yang akan diimplementasikan pada pembuatan aplikasi dimaksud. Pada penulisan ini penulis meyusun proposal Aplikasi Customer Relationship Management untuk Xyz BodyCare yang diuraikan secara rinci tentang Ruang lingkup aplikasi yang akan dibangun (Scope), fungsi-fungsi yang akan dibuat yang digambarkan dengan Work Breakdown Structure (WBS), jadwal pelaksanaan , sumber daya , rencana biaya , analisis risiko dan bentuk perubahan manajemen bila aplikasi tersebut siap dioperasikan. Proposal ini diharapkan mampu memberikan masukan untuk membangun aplikasi Customer Relationship Management (CRM) tersebut dan akan diusulkan pada Xyz BodyCare untuk dapat dipakai dan diterapkan. Kata kunci: Analisa Proyek Sistem; Customer Relationship Management; CRM; Sistem Informasi; Xyz BodyCare Abstract: Customer Relationship Management (CRM) Application is one of the application in IT wich is as the bussiness strategy to choose and keep customer, and it can optimize long Term value, it can save the philosopy of customer centric bussiness and culture to support the effectivity of marketing , sales and the process of customer service. Building the good aplication of Customer Relationship Management (CRM) should follow the right procedure project, which preceded by making the proposal to devide all stuffs that implemented and connected to the process of making the aplication. In this text writer arrange the proposal of application in Customer Relationship Management (CRM) for Xyz BodyCare which devided in detail about the scope of the application that built. The funtions that will be created described by the Work Breakdown Structure (WBS), the schedule, the source, the cost, the analysis of the risk, and the form of management change when the application is ready to operate.This proposal expected to be able to provide input to built the application of Customer Relationship Management (CRM) and will be prosposed to Xyz BodyCare to be used amd applied. Keywords: System Project Analysis; Customer Relationship Management; CRM; Sistem Informasi; Xyz BodyCare

The Influences of Knowledge Management and Customer Relationship Management to Improve Hotels Performance

2020 ◽  
Vol 33 (4) ◽  
pp. 74-93
Author(s):  
Menaouer Brahami ◽  
Mammar Adjaine ◽  
Khalissa Semaoune ◽  
Nada Matta
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Organization Performance ◽  
Sustainable Competitive Advantage ◽  
Adoption Decision ◽  
Hotel Performance ◽  
The Right ◽  
The Relationship

The motivations for a company to adopt Knowledge Management (KM) and Customer Relationship Management (CRM) systems can be very varied, which brings an additional complexity to the adoption decision. It is important to understand the main drivers of KM and CRM adoption so that companies can better target their performance indicators. However, the influence of KM on organization performance in hotel industry has received less attention. In addition, the relationship between CRM technology and hotel performance is still ambiguous. In the right context, this paper tends to bring attention to the influences of KM and CRM to improve hotels performance. It presents and discusses the main findings of a study undertaken among a sample of large hotels Algerian, identifying and discussing the main motivations for KM and CRM systems utilization and adoption in order to improve hotels performance. A survey of 80 hotels executives was conducted on hotels operating in the Algeria west territory. In short, the results of this study may help these businesses to effectively use KM and CRM, so as to improve hotels performance and subsequently create a sustainable competitive advantage.

scholarly journals Is There A Fe(Male) Approach In Customer Relationship Management?

2009 ◽  
Vol 2 (3) ◽  
Author(s):  
Tedy Herlambang
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Marketing Research ◽  
Customer Relationship ◽  
Good Communication ◽  
Business Market ◽  
Gender Theories ◽  
The Right ◽  
Relationship Communication

Customer relationship management (CRM) has been the favorite topic of scores of marketing consultants and academicians for over a decade. CRM approaches marketing as dating in which the marketer attempts to turn strangers into friends and friends into lifetime partners and to retain the loyalty of the right customers for this is the key to long-term profits in a company. Gender theories posit that women and men behave differently, and that they approach things differently. Moreover, these theories have documented a picture of women are being more expert and motivated relationship psychologists than men, as more active in their relationship monitoring, and as more oriented toward the maintenance and success of their relationships. Based on these theories, this paper develops some propositions to facilitate its empirical testing related to relationship communication and relationship dissolution in business market. The contribution of this paper is twofold. First, it attempts to create more insight into areas where relationship marketing research to date has not been abundant. Second, this paper attempts to contribute to methodological development of measuring relationship success by systematically distinguishing between good communication relationship and good management relationship.

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