Customer relationship marketing & enterprise performance

The seeming eternal pursuit of profit by financial institutions and other enterprises have proved to be short-sighted judging from recent studies. Emphases have shifted to securing the goose that lays the golden-egg (the customer) rather than the egg itself. This study focused on the imperative of deploying evolving customer centric platforms such as CRM to manage customer needs satisfactorily to guarantee continued patronage and profit (performance). CRM is revealed as a competitive strategy hotly becoming popular among Nigerian banks - extant literatures on its dynamics were clinically x-rayed. Models of relationship management such as relational benefit, network and relational quality models were discussed in relation to service offerings. Survey research was used in a cross-sectional study to test the nature of association between CRM predictor variables of interactive marketing, service quality and bonding among leading banks in the South-South geopolitical zone of Nigeria. These variables were tested to ascertain whether they would become significant predictors of performance among the leading banks sampled. Outcome reveals a positive association and a strongly significant influence at 0.05%. This necessitated the rejection of all two hypotheses tested.

ANALISIS PEMBERDAYAAN UMKM PADA MASA PANDEMI COVID-19

Abstrak: UMKM (Usaha Mikro Kecil dan Menengah) merupakan usaha (bisnis) yang umumnya dilakukan oleh masyarakat dalam skala rumah tangga. UMKM di Indonesia memiliki andil yang cukup besar dalam meningkatkan perekonomian masyarakat, karena UMKM dapat membantu Indonesia ketika mengalami krisis ekonomi tahun 1998. Pandemi covid-19 yang dimulai dari tahun 2020 hingga 2021 ini, menjadi penyebab UMKM di berbagai daerah mengalami penurunan pendapatan. Pada masa pandemi covid-19 beberapa pengusaha UMKM yang mengalami penurunan penghasilan antara lain seperti pelaku bisnis pariwisata, transportasi atau pun kuliner. Pelaku UMKM pada masa pandemi covid-19 dapat memaksimalkan penjualannya menggunakan media online dan para pelanggan dapat menilai produk yang dibeli dengan cara memberikan bintang untuk meningkatkan penjualan agar dikenal masyarakat secara luas. Penelitian ini menggunakan metode penelitian deskriptif kualitatif dengan teknik pengumpulan data studi kepustakaan. Adapun hasil penelitian ini menunjukkan bahwa strategi pemberdayaan masyarakat melalui UMKM yang tepat pada masa pandemi yaitu dengan mengembangkan produk melalui e-commerce, mempromosikan produk dengan pemasaran digital, mempertahankan Customer Relationship Marketing (CRM), dan memperbaiki kualitas dan pelayanan produk maupun jasa. Kata Kunci: Pemberdayaan UMKM; Pandemi Covid-19; UMKM Pada Masa Pandemi. Abstract: MSME (Micro, Small and Medium Enterprises) are businesses (businesses) that are generally carried out by the community on a household scale. MSME in Indonesia have a significant role in improving the community's economy, because MSME can help Indonesia when it experienced the economic crisis in 1998. The COVID-19 pandemic, which started from 2020 to 2021, has caused MSME in various regions to experience a decline in income. During the COVID-19 pandemic, several MSME entrepreneurs experienced a decline in their income, such as tourism, transportation or culinary businesses. MSME actors during the COVID-19 pandemic can maximize their sales using online media and customers can assess the products purchased by giving stars to increase sales so that they are widely known to the public. This study uses descriptive qualitative research methods with data collection techniques literature study. The results of this study indicate that the right strategy for community empowerment through MSME during the pandemic is to develop products through e-commerce, promote products with digital marketing, maintain Customer Relationship Marketing (CRM), and improve the quality and service of products and services. Keywords: MSME Empowerment; Covid-19 Pandemic; MSMEs During a Pandemic.

BUSINESS STRATEGIES: RUMUSAN STRATEGI MENINGKATKAN PEREKONOMIAN SEKTOR UMKM DI TENGAH PANDEMI

Pandemi Covid-19 telah melanda Indonesia, hal ini mengakibatkan penurunan tingkat pendapatan dalam perekonomian. UMKM merupakan salah satu sektor yang terkena dampak pandemi ini. Pelaku usaha UMKM mengalami penurunan tingkat pembeli, hal ini terjadi karena adanya kebijakan PPKM (Pemberlakuan Pembatasan Kegiatan Masyarakat). Penelitian ini bertujuan untuk menjawab permasalahan yang dihadapi oleh pelaku usaha UMKM dan memberikan strategi bisnis baru supaya bisa bertahan di tengah pandemi. Metode penelitian dalam penelitian ini menggunakan analisis kualitatif dengan teknik pengumpulan data observasi partisipasi dan menggunakan sumber data sekunder. Hasil penelitian ini berupa rumusan strategi bisnis baru yaitu, melakukan penjualan E-Commerce, melakukan pemasaran dengan digital marketing, memperbaiki kualitas produk dan layanan, serta menjalin hubungan baik dengan konsumen (Customer Relationship Marketing). Dengan adanya penelitian ini akan memberikan kontribusi kepada pelaku UMKM untuk mempertahankan bisnisnya di masa pandemi, dan jangka panjangnya akan meningkatkan pendapatan nasional melalui sektor UMKM.Kata Kunci : Covid-19, UMKM, Strategi Bisnis

Customer Relationship Marketing and Institutional Support Influence on the Women’s Companies Sustainability in Serbia

Current sustainability challenges require businesses to develop their relations with customers and markets through relationship marketing and jointly create added value of their services responsive to environmental, social and economic requirements at the same time. This article also supports the gender equality within the SDGs (fifth goal). As (SMEs Report, 2018) micro companies make 89.137, small enterprises make 11.219, entrepreneurs in shops and services sectors make 272.969 and cooperatives in agriculture and food trade make 1.196, they comprise most of the SMEs sector in Serbia, while Medium-sized firms make 2.517, and large enterprises make 540. Female entrepreneurs, which represent 32% of all SMEs and 22% from cooperatives were selected for the research sample with the aim to primarily represent the sectors their businesses operate within. The empirical research was provided in Serbia in 2021 on the sample of 220 female enterprises, shops and cooperatives, most of which operate in service sectors. The aim is to indicate the importance of the institutional factors (IF, government support) and customer relationship marketing (CRM) and their influence on the sustainability of the women’s enterprises (WES). Findings show that CRM significantly impacts the WES, showing that the market and customer loyalty are the most important for the sustainability and resilience of the business. At the same time, results show the importance of the IF government measures’ and policies’ influence and reveal that insufficient attention that has been dedicated to (WES) and SDGs goals of gender equality in feminist economics.

STRATEGI PROMOSI UNTUK MENJAGA HUBUNGAN DENGAN WISATAWAN DI KAWASAN WISATA KUTA PADA ERA NEW NORMAL

This research aims to create an integrated promotional strategy to maintain relationships with tourists in kuta tourism area in the new normal era. The strategy was formed using a reference from Customer Relationship Marketing (CRM). Customer Relationship Marketing (CRM) is a marketing activity that aims to find, establish and maintain relationships with customers. Data collection techniques are carried out through documentation, literature studies, observations and interviews. The sampling technique used is Purposive Sampling. The data obtained is analyzed using qualitative descriptive analysis techniques. Based on the research that has been done formed several strategies that can be used to maintain good relationships with tourists or customers. The strategies are grouped into 4 categories. The four categories are trust, commitment, communication and problem handling. In these circumstances maintaining a relationship with a traveler or customer is very important. The right strategy is needed so that when the tourism gate has reopened, then tourists or customers will not be reluctant to come visit. Keywords : Promotion Strategy, CRM, Kuta Tourist Area, New Normal

Strategi UMKM Bertahan selama Masa Pandemi Covid-19

Covid-19 pandemic has inflicted tremendous impacts on multiple sectors, including Micro, Small, and Medium Enterprises (Usaha Mikro, Kecil, dan Menengah/UMKM). The government policy to impose Large-Scale Social Restrictions (Pembatasan Sosial Berskala Besar/PSBB) has greatly influenced the sustainability of UMKMs. Their products selling, among other, has transformed from conventionally direct selling to the integration of online and offline selling methods that require creativity and innovation. This qualitative research is designed to recognize strategies implemented by the UMKMs in order to survive during the pandemic. The research objects are the UMKMs whereas the instrument is library studies. The finding showed a depiction that the UMKM craftsmen used a number of selling methods such as e-Commerce, Digital Marketing, product and service quality improvements, and Customer Relationship Marketing (CRM). Those methods indicate marketing modification and creativity in the forms of products and services diversification to maintain the sustainability and continuity of their businesses.