Web-based Customer Relationship Management Research Articles

Analysis and Design of Customer Relationship Management System on the SMEs Using Iconix Process

Background: Integrating Customer Relationship Management (CRM) systems is crucial for small and medium enterprises (SMEs) to enhance customer relations and profitability. Many SMEs in Indonesia, including Go-Sumber Plastik, still need to fully utilize CRM systems, which are essential for managing customer data, improving satisfaction, and retaining customers. Objective: The purpose of this research is to analyze and design a web-based CRM system for Go-Sumber Plastik using the Iconix Process methodology to enhance user interaction and overall system effectiveness. Methods: The study employed the Iconix Process methodology, which includes a use case, robustness, sequence diagrams, a GUI prototype, and a test plan. The design was tested using Maze to measure user interaction efficiency and satisfaction. Results: The research revealed significant challenges in user understanding of the CRM system, particularly in managing activities and adding customer information. Tasks such as reporting and logging in had good user performance. The overall user interaction score was 81.1, indicating moderate effectiveness of the initial design. Conclusion: The results underscore the necessity for a more intuitive and streamlined CRM system interface for Go-Sumber Plastik. Implementing an effective CRM system can improve SMEs' competitiveness and profitability by systematically enhancing communication, managing customer data, and boosting business performance. Future research should focus on refining the user interface to reduce error rates and improve task completion efficiency. Enhanced visibility and user guidance are recommended to optimize system usability and customer satisfaction.

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.

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.).

Sistem Informasi Customer Relationship Manajemen (CRM) Berbasis Web Pada PT. Patria Cabang Mendalo

PT. Patria Mendalo Branch is one of the official Honda motorcycle dealers that sells Honda motorcycles and official Honda spare parts. Where in the current system there are several problems in obtaining new customers, improving customer relationships, and retaining customers. Based on the existing problems PT. Patria Mendalo Branch requires a web-based Customer Relationship Management (CRM) system that can help PT. Patria Mendalo Branch and Customer in establishing good relations. The purpose of this research is to analyze the service relationship between the company and its customers and to design a prototype of a web-based Customer Relationship Management (CRM) system to create a better relationship between the company and its customers through the features on the website. The author performs object-oriented design includes use case diagrams, activity diagrams, class diagrams, display designs, database structure tables. The result of this research is a prototype of a web-based CRM system that can help solve the problems that exist in PT. Patria Mendalo Branch.

Customer Relationship Management in Increasing Customer Loyalty using the K-Means Algorithm

Advances in technology allow humans to more quickly and precisely in carrying out various activities in everyday life. One of the companies engaged in the field of vehicle washing services is Doorsmeer Keluarga Nasution. Doorsmeer. The Nasution Family Doorsmeer, located on Jl. Medan Padang Aek Godang Panyabungan, Mandailing Natal Regency, provides services in the form of car and motorcycle washing. Bookkeeping at the Nasution Family Doorsmeer is still done manually, allowing for loss of important transaction data, as well as a lack of business promotion in the community resulting in slow business development. The purpose of this study is generally to apply Web-based Customer Relationship Management with the K-means algorithm method for marketing/transactions at the Nasution Family Doorsmeer. This research is a combined type, using descriptive qualitative and quantitative methods. From the research results it is known that with the existence of Web-based Customer Relationship Management it can simplify and assist in managing good marketing strategies so that they can increase sales revenue, and by providing the best service will encourage customer loyalty and make it easier to determine loyal customers with the K-means algorithm in order to continue to provide convenience to customers.

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.

Competitive Analysis of CRM Strategies Using Analytic Hierarchy Process

In the era of increasing need for customer-centric marketing, the growth of technology such as the Web-based customer relationship management (CRM) has enabled pharmaceutical firms to develop new capabilities to sustain competitive advantage with superior marketing strategies, which include formulating unique, direct relationships with customers. To compete by integrating the online technologies across all aspects of a firm's operations, translates into the need for developing new skills as traditional ways of competing become insufficient. Towards this end, pharmaceutical firms have seized the opportunity to institute relationships with customers (physicians and patients) with the use of the Web. Our research focused on developing a technique that would allow for benchmarking Webbased CRM strategies of firms in any industry. We used the US pharmaceutical industry as a setting to demonstrate how our technique can be used to avoid the typical blind spots of competitor analysis. We used a method called Analytic Hierarchy Process (AHP) to analyze seven firms, selected by executives from the pharmaceutical industry, to compare their Web-based CRM strategies. Results suggest that three of the seven firms were far ahead in the adoption of the Web related to the CRM. One had more focused efforts in patient relationship where as another had a very high focus on physician relationship. The proposed technique can be utilized for competitive analysis in any industry. Implications and future research directions have been discussed.

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

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

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

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.

Sistem Informasi Customer Relationship Management Pada Hotel Grand Malaka Ethical Palembang Berbasis Web

Grand Malaka Ethical is a sharia hotel located in Palembang City with a three-star classification, located on Jalan Malaka II No.5. With the rapid development of technology today, many hotel booking applications that provide star-rated hotels with cheap and good prices make Hotel Grand Malaka must compete with other hotels in order not to be left behind. Grand Malaka Ethical Hotel still uses minimal applications and recently hotel visitors continue to decline. This study aims to create a web-based Customer Relationship Management Information System using the Prototype system development method. This research has produced a Web-based Customer Relationship Management Information System at the Grand Malaka Ethical Palembang Hotel that has been tested and will be implemented by the hotel in 2021.

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

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.

Rancang Bangun Aplikasi e-CRM Alfamart Batam Dengan Metode Extreme Programming

This can make irresponsible parties libel the company because everyone or customers who join it can read and comment freely on what the customer complained about. Therefore, PT Indoritel Makmur International Tbk (Indomaret) Batam is advised to have an application that can arrange and provide services to complaints or criticism and customer suggestions. To overcome these problems then designed a web-based Customer Relationship Management (CRM) information system. This design aims to facilitate customers in delivering criticism and suggestions or complaints to the service company. This design uses UML modeling diagram (Unifed Modeling Language) such as, Use Case Diagram, Activity Diagram, Class Diagram and Sequence Diagram. In addition, the technologies used in this design system such as Dreamweaver, PHP, and MySQL. The end result of this design is a Web-based Customer Relationship Management (CRM) information system that can be used to manage customer complaints submitted to PT Indoritel Makmur International Tbk (Indomaret) Batam. The Extreme Programming method is the most widely used approach to software development

Rancang Bangun Sistem Informasi Customer Relationship Management (CRM) Berbasis Web

This can make irresponsible parties libel the company because everyone or customers who join it can read and comment freely on what the customer complained about. Therefore, PT Indoritel Makmur International Tbk (Indomaret) Batam is advised to have an application that can arrange and provide services to complaints or criticism and customer suggestions. To overcome these problems then designed a web-based Customer Relationship Management (CRM) information system. This design aims to facilitate customers in delivering criticism and suggestions or complaints to the service company. This design uses UML modeling diagram (Unifed Modeling Language) such as, Use Case Diagram, Activity Diagram, Class Diagram and Sequence Diagram. In addition, the technologies used in this design system such as Dreamweaver, PHP, and MySQL. The end result of this design is a Web-based Customer Relationship Management (CRM) information system that can be used to manage customer complaints submitted to PT Indoritel Makmur International Tbk (Indomaret) Batam. The Extreme Programming method is the most widely used approach to software development.

End-user development of CRM systems: towards a behavioural end-user profiling based on gender and expertise

Big part of Enterprise and Marketing Information Systems, such as customer relationship management (CRM), tend to be customised and even developed from scratch by the end-users working in the enterprises. However, user modelling and personalisation approaches have not been widely adopted in the end-user development (EUD) environments of information systems (IS). This results in the EUD of CRM software of low performance and reusability. Attempting to figure out how end-users can efficiently participate in the design and development of CRM systems, research suggests the 'construction' of end-users behavioural profiles to enhance their developing activity performance. This paper presents a methodological approach in which we construct different behavioural user-profiles based on end-user-related behavioural attributes. The suggested user-profiling approach can be applied to produce self-adaptive EUD environments to implicitly assist the end-users in the enhancement of their performance while developing web-based CRM software.

Data Warehousing and Data Mining Technology Implementation in Jpeen_CRM System Design

In this paper, on the basis of in-depth study of data warehouse, OLAP, data mining and other key technologies, according to the characteristics of the Jpeen customer relationship management (Jpeen_CRM), developed a Web-based customer relationship management system. First of all, research the demand for Jpeen company and create Jpeen_CRM data warehouse. Second, create the OLAP multidimensional cube which is applied to the analysis of customer transactions. Using the decision tree algorithm to create mining models for customers to choose glasses, and gives pruning optimize decision tree. Using decision tree to classify users and recommend them the hot products they prefer. Finally, realize the Jpeen_CRM on J2EE platform, provide a decision support for Jpeen company to better serve customers and make the company itself have the advantages in a competitive environment.

Applying data mining with a new model on customer relationship management systems: a case of airline industry in Taiwan

The purpose of this research is to mine high-value family travelers for CRM systems of online airlines and travel agencies. This research uses the data mining technologies to analyze the online travel market, which consists of clustering, decision tree, and analytic hierarchy process (AHP) procedure with a proposed model. In the research, the market of online air travel (ticket or package) shoppers is divided into six markets. The markets can be ranked via AHP procedure. The study also applies the C5·0 decision tree algorithm on the discovered ranked markets, transactional variables, and socioeconomic variables to create four useful classification rules. The discovered rules can be employed in web-based customer relationship management (CRM) marketing systems for airlines and online air travel agencies for enhancing the travelers’ growth rates and customer values.

Applications of Data Mining in CRM Based on Web Log

Nowadays, under intensified competition, winning and keeping customers is becoming more and more important. Company must focus on building long-term relationships with their customers for continuously adding market share. For defeating other financial service providers, the banks should have the ability to address their customers' preferences and priorities effectively, and should strategically use this understanding in every area to establish and strengthen long-term customer relationships. Consequently, systematic and web-based customer relationship management (CRM) will be a key factor to future success for financial service institutions. This thesis research explored advanced data mining technologies for building a best next offer predictive model, and focused on providing an integrated approach to improve performance of the prediction.

Applications of Data Mining in CRM Based on Web Log

Nowadays, under intensified competition, winning and keeping customers is becoming more and more important. Company must focus on building long-term relationships with their customers for continuously adding market share. For defeating other financial service providers, the banks should have the ability to address their customers' preferences and priorities effectively, and should strategically use this understanding in every area to establish and strengthen long-term customer relationships. Consequently, systematic and web-based customer relationship management (CRM) will be a key factor to future success for financial service institutions. This thesis research explored advanced data mining technologies for building a best next offer predictive model, and focused on providing an integrated approach to improve performance of the prediction.

Analisis Perancangan Customer Relationship Management Berbasis Web pada PT ASP Jakarta

The purpose of this thesis is to identify the needs of web-based CRM in PT ASP and also to design the suitable CRM for the company. The research method is by analyzing competitions in the industry with Porter’s five forces analysis and formulating framework in input stage, matching stage, decision stage to choose the best strategy for the company. From the analysis of formulating strategy, it could be concluded that market penetration strategy is the best strategy for PT ASP. Market penetration strategy is an approach of web-based Customer Relationship Management (CRM) to increase service quality for customers and company introduction to broaden community. Web-based CRM design is suitable for PT ASP based on interview conclusion using 5 features (5C) from the 7 features (7C) in web design elements.

Perancangan Aplikasi E-CRM Pada PT Manfuku Sejahtera Indonesia

The purpose of this research is to build an electronic Customer Relationship Management applications based computer by using Internet technology to enhance customer relationships. The research method is to do with company business process analysis in maintaining relationships with customers and develop computer-based applications that support enterprise business processes. In analyzing the company's business processes carried out several activities with the company to get the information required and the design of applications that will be built in accordance with needs. The conclusion the implementation of an electronic application web-based Customer Relationship Management can help companies improve relationships with customers based on questionnaires conducted several post-application. Conclusion of this paper is in improving relationships with customers built an electronic Customer Relationship Management applications based computer by using Internet technology that allows companies in gaining new customers, maintain customer loyalty with an intermediary application.