Customer Relationship Management Applications Research Articles

Application Of Customer Relationship Management Through the Concept of Technology Adoption in the Broiler Jaya Broad Marketing Program

This research aims to study and analyze market conditions for broiler meat and factors that influence production, price, and demand for broiler chicken meat. After that, this research makes the right business design for the Jaya Broiler Chicken Business by optimizing the Broad Marketing Broiler Jaya program. This research was conducted at the Jaya Broiler Chicken Business house, Magelang, for six months. In completing the research, researchers used a qualitative approach and the data was obtained in three ways, observation, documentation in the form of photos and videos, and interviews. Innovation in digital marketing and processed products such as shredded chicken helps Broiler Jaya attract customers and increase sales turnover. Research recommends using technology such as Technology Adoption and Customer Relationship Management (CRM) in the Broad Marketing Broiler Jaya program to increase sales, implement digital marketing, and improve customer service.

A Study on digital Marketing and its Components

Digital marketing is the part of marketing that uses digital based technology i.e. desktop, mobile phone, mobile apps and other digital media. Digital marketing is also known as online marketing and internet marketing. Digital marketing platforms promote product and services. Digital marketing effectively started in 1990 when the Archie Search engine was established. In the 1990s, the term digital marketing was introduced. With the development of server/client architecture and the popularity of personal computers, Customer Relationship Management (CRM) applications became a significant factor in marketing technology. In the 2000s, with increasing numbers of Internet users and the birth of the iPhone, customers began searching for products and making decisions about their needs online first, instead of consulting a salesperson, which created a new problem for the marketing department of a company. In addition, a survey in 2000 in the United Kingdom found that most retailers still needed to register their own domain address. These problems encouraged marketers to find new ways to integrate digital technology into market development. In the 2000s, development of social media such as You tube, LinkedIn, face book and twitter, consumers are highly dependent on social media. Digital marketing entitles businesses to reach the right people with the right message. Through digital marketing, companies can understand their audience's preferences, behavior, and demographics. This study has mainly focused on digital marketing and its components. Digital marketing includes online advertising, email marketing, search engine optimization (SEO), social media marketing (SMM), content marketing, paid search marketing, mobile marketing, online reputation management, and video marketing etc. Keyword: Digital Marketing, Components, Internet Marketing,

A Conceptual Framework Based on PLS-SEM Approach for Sustainable Customer Relationship Management in Enterprise Software Development: Insights from Developers

Due to its significant relevance in outsourcing, the global software industry, such as enterprise software development organizations, accepted the implementation of global software development (GSD). Customers play a pivotal role in any industry, and effective customer relationship management (CRM) is instrumental in ensuring client satisfaction while developing software projects. However, software organizations operating globally often need more insight into their customers’ perspectives. These challenges give rise to a major combination for the success of the GSD projects. Organizations working globally face the key challenge of the implementation of CRM. The main objective of this paper is to investigate and understand the challenges faced by global software development organizations when implementing customer relationship management (CRM) in their enterprise software projects. This paper aims to assess how these CRM implementation challenges impact the value of enterprise software products in the context of global software development (GSD). To achieve this objective, the study employs the partial least squares-structural equation modeling (PLS-SEM) approach and conducts a systematic literature review (SLR) to identify relevant challenges. Additionally, this paper presents a conceptual framework based on the identified challenges and validates it through surveys and qualitative research with software outsourcing companies in Pakistan. The research provides valuable insights from the perspective of software developers and aims to offer practical guidance for the successful application of CRM in outsourcing.

PENERAPAN MODEL WATERFALL DALAM PERANCANGAN APLIKASI DIGITAL CUSTOMER RELATIONSHIP MANAGEMENT PRODUK FASHION

To win business competition and maintain market share, companies are required to be able to adapt to market conditions and use appropriate marketing strategies. Customer Relationship Management (CRM) is a marketing strategy to create and maintain good relationships with customers thereby reducing the possibility of customers moving to competitors. The aim of the research is to analyze and develop web-based CRM in the Marketing Information System at Toko Agung, East Jakarta. The research method used in this research is the Software Development Method using the waterfall model. The result is a web-based CRM system application that can manage customer data, product orders, payments and delivery of goods to customers. The implementation of this web-based digital CRM application is expected to make it easier for customers to select the desired product, place an order, make payments and receive goods without having to come to Toko Agung. For busy customers, this system is more efficient and effective. It is hoped that this convenience will have an impact on repeat purchases and will increase sales volume, which can then increase company profits. The Customer Relationship Management (CRM) application can simplify, speed up and optimize the quality of customer service, especially at Toko Agung, East Jakarta.

Implementation of Electronic Customer Relationship Management on the Instagram Platform: Case Study on MSMEs Perfume Products

Micro, Small and Medium Enterprise High Romantic Mens (HRM) Perfume was founded in 2019. This Micro, Small and Medium Enterprise operates in the fashion sector which operates in the online marketing sector in terms of marketing and the Micro, Small and Medium Enterprise has 30 reseller members. This research aims to determine the application of Electronic Customer Relationship Management (E-CRM) on the Instagram platform and determine the efforts made to improve good service, quality products and fast delivery in Micro, Small and Medium Enterprises using descriptive research methods. The research results show that the implementation of electronic customers relationship management on the Instagram platform is good and the service to consumers is quite good, a good image on Instagram still needs to be improved again by carrying out paid promotions and endorsements. The parties need to be aware of this condition. Micro, Small and Medium Enterprises to increase transaction potential so that the goals of Micro, Small and Medium Enterprises will be achieved.

Customer relationship management and brand image: Empirical evidence from marine export company in Indonesia

This research aimed to analyze the direct and indirect influence of customer relationship management and brand image on customer loyalty in the marine export department of DSV Transport Indonesia through customer satisfaction. Customer Relationship Management in goods delivery was one of the essential variables to improve company service to satisfy its customers and impact their loyalty. Research with a quantitative approach uses the Path Analysis statistical tool. This research used quantitative methods with a sample of 199 companies. The key findings of this research stated that customer relationship management has a negative and insignificant effect on the satisfaction and loyalty of marine export customers of DSV Transport Indonesia. Thus, the changes occurring in the application of Customer Relationship Management in marine exports would not affect the satisfaction and loyalty of marine export customers of DSV Transport Indonesia. Based on the results of this research, it was stated that customer satisfaction was indirectly able to function as a mediator or mediate the indirect influence of Customer Relationship Management and brand image on the customer loyalty to marine exports of DSV Transport Indonesia.

IMPLEMENTASI CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MENGGUNAKAN ODOO STUDI KASUS: PETERNAKAN BURUNG PUYUH DI PEMALANG

Micro, Small and Medium Enterprises (UMKM) have proven to be important pillars in overcoming economic challenges and advancing economic development in Indonesia. One of them is UMKM that bears quail in Pemalang Regency, but in the implementation of customer management it still needs to be improved so it needs to be implemented a CRM system. The purpose of this study was to implement Customer Relationship Management (CRM) in UMKM Quail Egg Farms in Pemalang district using Odoo. The research method used is the Agile Model Scrum method, with an open-source CRM application using Odoo as a CRM system. and data collection techniques using observation, interviews, literature study. The results show that the implementation of CRM with Odoo provides positive benefits in strengthening customer interaction, satisfaction and loyalty, as well as facilitating business processes. Evidenced by the results of the questionnaire, 75.50% of potential users stated that the implementation of CRM with Odoo can strengthen interactions with customers and improve the operational efficiency of MSMEs. In addition, from the results of the questionnaire, 80% of potential users stated that this application helps in managing offers, 80% are prospect customers , and 82.5% of sales orders and payments.

ANALISIS INFORMASI DAN PENGEMBANGAN DALAM PENERAPAN APLIKASI CUSTOMER RELATIONSHIP MANAGEMENT KLINIK SEBAGAI PENDUKUNG EDUKASI PENYAKIT TIDAK MENULAR

The rapid development of digital disruption has driven the healthcare sector to embrace technology as a vital tool in engaging patients as health consumers. In the pursuit of providing better services to patients, clinics now increasingly recognize the need for a system that can effectively connect clinics and patients with the ultimate goal of fostering loyalty in healthcare transactions. This research aims to implement a web-based Customer Relationship Management (CRM) application system in clinics. In the design of this research, a descriptive approach is employed, with a focus on the analysis of the requirements necessary for the implementation of CRM application systems in clinics. The research subjects involve primary care clinics located in the city of Malang, serving as samples that represent diverse clinic contexts. The research instrument used is an interview guide, enabling in-depth data collection regarding user needs and expectations. The proposed implementation of the CRM application also involves an analysis of the extent to which users respond to and accept the application. The initial stage of the research involves information analysis to comprehend the various system requirements in different clinics. Subsequently, the development of systems in these clinics is a key step in enhancing the patient experience and interactions between clinics and patients. It is crucial to closely monitor user feedback on this application, how the application affects interactions between patients and clinics, and how user responses can be interpreted into improvements in a new information system that is more user-friendly. This research will provide valuable insights into how technology and application systems can serve as effective tools in enhancing healthcare services and interactions between clinics and patients.).

Education Sphere

Organizations are increasingly thinking about moving their Customer Relationship Management (CRM) applications from an on-premise environment (local servers) to an on-demand environment hosted on cloud servers as a result of the rise of cloud computing. The company owns and manages the software and hardware inside its own network in an on- premise setting. On the other hand, in an on- demand environment, the infrastructure and software are hosted by a third party provider who bills the company on a subscription basis. The industry-leading on-demand CRM product is Salesforce. Key Words: 1.CRM ( Customer Relationship Management

Analysis of the relationship of CRM-based library services with head librarians' personal and academic variables: a survey of university libraries in Pakistan

Purpose This study aimed to examine the relationship between customer relationship management (CRM)-based library services and head librarians' personal and academic variables. The status of CRM-based library services in the university libraries of Pakistan was also assessed.Design/methodology/approach A cross-sectional survey research design and quantitative research approach were applied. A structured questionnaire was emailed to the heads librarians of all university libraries recognized by the Higher Education Commission of Pakistan, and the response rate was 74 percent.Findings The analysis showed that a relationship to CRM-based library services was confirmed by the head librarians' age, academic qualification, professional experience, CRM awareness and training. Moreover, several CRM-based library services such as face-to-face interaction, current awareness services, orientation for new users, coordination through e-mail services, special goodwill to regular users, make telephone calls, complaints/suggestions boxes, online services, provision of a conducive learning environment, user education, selective dissemination of information services, users' participation in the collection and service development, ask a librarian services and users' help desk services were currently being practiced by the university libraries.Originality/value This study is a valuable resource for developing user-centered library services and culture. Findings are helpful in enhancing CRM applications in libraries and making their users satisfied and loyal. This study makes a significant contribution to the body of literature and knowledge on library CRM.

Application of Customer Relationship Management in Maintaining Customer Loyalty (Case Study Hotel Melati)

This research aims to address the challenges and implement Customer Relationship Management (CRM) in a web-based budget hotel, Hotel Melati, for online bookings, accessing the latest promotional information, and providing online feedback. The study focuses on exploring the novel aspects of implementing CRM in the context of a budget hotel and its impact on maintaining customer loyalty. The research adopts a mixed-methods approach, utilizing interviews and observations for data collection. The development methodology follows the Waterfall method, encompassing sequential steps of analysis, design, implementation, testing, and maintenance. SWOT analysis is employed to identify strengths, weaknesses, opportunities, and threats. UML is used for the design phase, PHP for coding, and MYSQL as the database. Black box testing is conducted to evaluate the application's performance. The results of the black box testing demonstrate that the implemented application functions effectively. The questionnaire results show a satisfaction rate of 82.17%. Based on the feasibility assessment, the findings suggest that the implemented solution is highly suitable for addressing the identified challenges and maintaining customer loyalty.

Customer Relationship Management to Retain Customers with the Topsis Method

In the era of globalization, the increasingly rapid development of technological sophistication is an aspect that can be utilized to achieve convenience, including the flow of information. Each company has its own way of retaining customers. At the Metacom store, efforts to retain customers have not been carried out in an updated and online manner. Customer Relationship Management (CRM) is one way of retaining customers to fulfill this goal by combining CRM and TOPSIS methods. For this reason, customer data analysis was carried out at the Metacom store using the Topsis method, from 10 transaction data, 2 were recommended to be given a discount on the goods. The results of applying TOPSIS use ranking results from goods transaction results. This Topsis analysis can be used to change a CRM application, where this application is equipped with a sales information system as well as goods data collection (Cashier) and a sales application using the Topsis method with a combination of these two methods in the Metacom Store. From the processed data

KOMUNIKASI STRATEGIK PUSAT ALUMNI UNIVERSITI UTARA MALAYSIA: STRATEGI KE ARAH HUBUNGAN TERHADAP KESETIAAN ALUMNI

Most alumni studies were studied with a theoretical background involving microeconomic strategies, charity contribution literature, management, marketing relations, marketing services, science education, and integrative approaches. Research in the field of communication strategy in determining alumni loyalty that is directly related to the field and theoretical communication is minimal. There is no empirical evidence from the point of view of strategic communication that proves the relationship between the university's efforts and alumni's contribution to the university. Some studies have suggested the application of customer relationship management in universities. Through customer relationship management, analysis of communication needs between the university, students, and alumni can be identified. Therefore, this paper aims to describe the communication strategy carried out by the University through the Alumni Center to establish good relations with the alumni. This study was carried out using a qualitative method which is interviews. An interview session was held with the Director of the Alumni Center, six former Directors, and an administrative officer who has served the Alumni Center for several years since its establishment. The results of the study found that various strategies have been carried out by the UUM Alumni Center that can be linked to communication strategies. These include the channel strategy, message strategy, branding strategy, collaboration strategy, and social marketing strategy. The results of this study contribute to strategic communication, considering that the fields of marketing management, economics, and educational science mostly pioneer the highlights of alumni research literature.

CODVerif

CODVerif is an approach that aims to verify the data being inserted in a data store continuously. CODVerif leverages the combination of ontology and workflow technologies in order to define workflows that are specific to the domain of “monitoring data insertion.” These domain-specific workflows are constrained on two dimensions: (1) They use a set of workflow elements that are specific to the “monitoring data insertion” domain. (2) The logic that these workflows support is predefined by relying on a set of common data insertion scenarios. Nevertheless, CODVerif is flexible enough to allow users to define continuous data verification workflows with higher complexity logic thanks to workflow operators that can be applied on the “monitoring data insertion domain”-specific workflows. To illustrate the applicability of CODVerif, the authors deploy it in a customer relationship management (CRM) application and show how CODVerif is used to support users to verify the data they populate in the CRM. They have also evaluated the CODVerif approach.

Web-Based Customer Services Management Implementation For The Sales Division

With the growing business at PT Mastersystem Infotama, more and more customers and orders have been obtained. As time goes by, many sales go in and out, and staff change, so the customer database cannot be maintained and updated correctly. All leads and opportunities cannot be monitored and appropriately managed, and the daily activity of the sales division is also not monitored. Implementation of Customer Relationship Management (CRM) helps maintain customer data and can be continuously updated to maintain good relations with all customers. Prospects and opportunities can be managed and monitored, the daily activities of the sales division are neatly scheduled, and customer observations can be gathered, all of which can be done in one application, CRM. With this implementation, sales at PT Mastersystem Infotama experienced a 20% increase in sales in 2018. This research uses the waterfall model, which has the advantage of being a gradual and more detailed method to minimize errors. This CRM implementation produces a web-based CRM application that can be accessed by all employees wherever they are connected to a LAN. Employees can access CRM according to each division's capacity to make work easier.

Aplikasi Customer Relathionship Management Untuk Klasifikasi Pelanggan Menggunakan Algoritma C4.5

The Tutoring Institute (LBB) is a business service that is growing in Indonesia, the number of existing competitors greatly affects to customers number who use these tutoring services, so great strategies are needed to attract new customers or retain old customers. To select customers that eligible for the promo package provided by LBB, an application is needed that can accommodate the classification needs of which customers are eligible or not to get the promo. To overcome this problem, it is proposed to build a customer relationship management application with the implementation of the C4.5 algorithm which has a classification function in data mining method. Based on the analysis, data processing, and testing that has been done; it is concluded that the implementation of the C4.5 algorithm is suitable for use in case studies taken with an average accuracy value of 86%. In addition, it is also concluded that the more data used in the training process affects the level of system accuracy, this is evidenced by two tests using different amounts of training data.

DEVELOPMENT OF CUSTOMER RELATIONSHIP MANAGEMENT APPLICATION USING DYNAMIC CRM FRAMEWORK

In the development of technology, currently it has covered all fields, including in the business field. Customer Relationship Management (CRM) is approach used by companies in fostering good relationships with customers. Managing relationships with customers has been proven to increase the company's income and can meet customer satisfaction, so that customers become loyal customers. The purpose of this CRM application is to attract as many new customers as possible, as well as retain old customers and increase customer loyalty. In CRM, companies and customers will benefit. The company will get profits as well as increasing income, and customers will get satisfaction for the services provided by the company. To create a CRM, the Dynamic CRM Framework is used which can simplify the development and analysis and design of CRM applications. Currently, CRM is a very important segment in customer management. So, companies can easily build good relationships with each of their customers by recognizing every customer in the company. This application is very helpful in managing good relations between companies and customers

Implementation of CRM (Customer Relationship Management) at UPT Public Health Center Perbaungan Web-Based

Public health center is a health service facility that organizes health efforts for the community. Currently, most public health center are still using the old system to record all transaction results, and the data processing is still in manual form so that this method can be time consuming and inefficient. Therefore, the researcher intends to find out and analyze the effect of service quality on patient satisfaction with the customer relationship management method. One of the things that health workers need to know and pay attention to is efforts to improve the quality of services that can have an impact on the good or bad of the patient's assessment of the public health center. The stages of data collection were carried out by conducting interviews, literature studies, and observations. and using the RAD method at the system development stage. The application of the Customer Relationship Management method at the UPT Public health center Perbaungan was built on a web-based basis, with the CRM application it is expected to help attract new patients and also maintain the quality of services provided to patients so that they can continue to assist the marketing process for service satisfaction at the Public health center.

CRM APPLICATION FOR TEXTILE INDUSTRY WITH WORKFLOW AND LEAVE REQUEST MANAGEMENT

The purpose of our project is to develop a web based application to create a Customer Relationship Management (CRM) Application with workflow and leave request management for Textile industry. CRM is very important for small scale industries and business sectors. We provide CRM application with workflow management to small scale organization (Textile industry) with the additional features such as maintaining orders and managing leave requests. CRM plays a vital role in communication of information within the members of organization and outside the organization. Small scale business organizations are interested to do their business online so they are interested to use the CRM, but existing CRM provides some unwanted services at unnecessary costs, but the company needs only necessary services. So the motive of the project is to provide the proper workflow and some additional features such as maintaining orders and managing leave requests to the small scale business sectors (Textile industry). Keywords - Customer Relationship Management (CRM)

Analysis of the Influence of Customer Relationship Management on Customer Loyalty of Indomaret Palembang City

One of the requirements to be a successful business is to have loyal or loyal customers. Customer Relationship Management is one of the most widely used methods in the business world to manage data and customer relationships so that customers will remain loyal to the products or services offered. Indomaret Palembang City itself has used CRM in its daily business activities. Currently, Indomaret already has many business rivals who give the same or better offers than them. Therefore, Indomaret Palembang city needs the right strategy to get customers who have high loyalty. This research was conducted to analyze the presence or absence of and how much influence the implementation of Customer Relationship Management has on the level of Customer Loyalty of Indomaret Palembang City. This research was conducted using a quantitative approach method. Data collection for this research was done by distributing questionnaires. Respondents in this study amounted to 100 respondents. The results of the analysis and research that have been carried out show that there is a significant influence between the application of CRM on customer loyalty at Indomaret Palembang. This can be seen from the results of the T-Test (Partial) and the Linear Regression Analysis that has been carried out which shows the value of a significant influence between the CRM variables and customer loyalty. Therefore, from this study, it was found that the application of Customer Relationship Management can have a significant effect on customer loyalty at Indomaret Palembang .