scholarly journals The Implementation of Customer Relationship Management (CRM) Supported by SMS Gateway Technology

2019 ◽  
Vol 16 (1) ◽  
pp. 45
Author(s):  
Komang Redy Winatha
Keyword(s):  
Customer Relationship Management ◽  
Service Management ◽  
Environmental Changes ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Web Based ◽  
Customer Data ◽  
Gateway Technology ◽  
Web Based System

Responding to the higher restaurant industry competition, the Mailaku Roemah Nongkrong restaurant was not too flexible in facing an environmental changes. It was still using manual technology while there was an advancing technological developments. It was still applying the internal resources for business development. One way to overcome this problem is by utilizing technology and the concept of customer relationship management (CRM). CRM is a marketing strategy to create and maintain customer relationships and reduce the possibility of customers moving to other competitors. This study presented the development and implementation of CRM in a web-based system that was supported by sms gateway technology. The research methodology that will be used in this study consists of some steps, such as library study, observation, interviews, and system development which was divided into analysis, design, coding, and testing. The result was a web-based system was able to manage customer data, product promotion, and customer service management to create good relationships with customers. This system can be as an alternative for restaurants and customers in establishing practical business communication.

Customer Relationship Management and Knowledge Discovery in Database

2010 ◽  
pp. 902-907
Author(s):  
Jounghae Bang ◽  
Nikhilesh Dholakiam ◽  
Lutz Hamel ◽  
Seung-Kyoon Shin
Keyword(s):  
Knowledge Discovery ◽  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Knowledge Discovery In Databases ◽  
Data Warehouses ◽  
Customer Data ◽  
Purchase Patterns

Customer relationships are increasingly central to business success (Kotler, 1997; Reichheld & Sasser, 1990). Acquiring new customers is five to seven times costlier than retaining existing customers (Kotler, 1997). Simply by reducing customer defections by 5%, a company can improve profits by 25% to 85% (Reichheld & Sasser, 1990). Relationship marketing—getting to know customers intimately by understanding their preferences—has emerged as a key business strategy for customer retention (Dyche, 2002). Internet and related technologies offer amazing possibilities for creating and sustaining ideal customer relationships (Goodhue, Wixom, & Watson, 2002; Ives, 1990; Moorman, Zaltman, & Deshpande, 1992). Internet is not only an important and convenient new channel for promotion, transactions, and business process coordination; it is also a source of customer data (Shaw, Subramaniam, Tan, & Welge, 2001). Huge customer data warehouses are being created using advanced database technologies (Fayyad, Piatetsky- Shapiro, & Smyth, 1996). Customer data warehouses by themselves offer no competitive advantages: insightful customer knowledge must be extracted from such data (Kim, Kim, & Lee, 2002). Valuable marketing insights about customer characteristics and their purchase patterns, however, are often hidden and untapped (Shaw et al., 2001). Data mining and knowledge discovery in databases (KDD) facilitate extraction of valuable knowledge from rapidly growing volumes of data (Mackinnon, 1999; Fayyad et al., 1996). This article provides a brief review of customer relationship issues. The article focuses on: (1) customer relationship management (CRM) technologies, (2) KDD techniques, and (3) Key CRM-KDD linkages in terms of relationship marketing. The article concludes with the observations about the state-of-the-art and future directions.

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 The implementation of social customer relationship management for tourism information system

2021 ◽  
Vol 24 (3) ◽  
pp. 1578
Author(s):  
Ali Ibrahim ◽  
Dwi Rosa Indah ◽  
Devi Indra Meytri
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Model Development ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Customer Data ◽  
Social Crm ◽  
Tourism Information ◽  
Waterfall Model

Semambu island village, Ogan Ilir regency, south Sumatra has been used as an agricultural and livestock education tour destination since November 2017 and there has been no customer data management since then. The use of social media as a promotional tool has not been done to its maximum potential. This can be seen from 189 people who liked its Facebook page or 11.05% out of the reached users, 192 followers or 11.23% and those who interacted as many as 114 people or 6.67% from the total users. Meanwhile, there were 709 followers on its Instagram which consisted of 48% men and 52% women at the time of the study. This research applied social customer relationship management (social CRM) in a website-based system. The waterfall model development method supported the customer relations management by utilizing Facebook and Instagram to improve customer relationships in providing travel information, knowing interest and listening to complains as well as their suggestions based on interactions with the social media users as existing and prospective customers.

Customer Relationship Management and Knowledge Discovery in Database

2010 ◽  
pp. 2015-2023
Author(s):  
Jounghae Bang ◽  
Nikhilesh Dholakiam ◽  
Lutz Hamel ◽  
Seung-Kyoon Shin
Keyword(s):  
Knowledge Discovery ◽  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Knowledge Discovery In Databases ◽  
Data Warehouses ◽  
Customer Data ◽  
Purchase Patterns

Customer relationships are increasingly central to business success (Kotler, 1997; Reichheld & Sasser, 1990). Acquiring new customers is five to seven times costlier than retaining existing customers (Kotler, 1997). Simply by reducing customer defections by 5%, a company can improve profits by 25% to 85% (Reichheld & Sasser, 1990). Relationship marketing—getting to know customers intimately by understanding their preferences—has emerged as a key business strategy for customer retention (Dyche, 2002). Internet and related technologies offer amazing possibilities for creating and sustaining ideal customer relationships (Goodhue, Wixom, & Watson, 2002; Ives, 1990; Moorman, Zaltman, & Deshpande, 1992). Internet is not only an important and convenient new channel for promotion, transactions, and business process coordination; it is also a source of customer data (Shaw, Subramaniam, Tan, & Welge, 2001). Huge customer data warehouses are being created using advanced database technologies (Fayyad, Piatetsky- Shapiro, & Smyth, 1996). Customer data warehouses by themselves offer no competitive advantages: insightful customer knowledge must be extracted from such data (Kim, Kim, & Lee, 2002). Valuable marketing insights about customer characteristics and their purchase patterns, however, are often hidden and untapped (Shaw et al., 2001). Data mining and knowledge discovery in databases (KDD) facilitate extraction of valuable knowledge from rapidly growing volumes of data (Mackinnon, 1999; Fayyad et al., 1996). This article provides a brief review of customer relationship issues. The article focuses on: (1) customer relationship management (CRM) technologies, (2) KDD techniques, and (3) Key CRM-KDD linkages in terms of relationship marketing. The article concludes with the observations about the state-of-the-art and future directions.

scholarly journals Metode Customer Relationship Management untuk Stokis Luxor Cabang Kisaran Berbasis Web

2021 ◽  
Vol 1 (1) ◽  
pp. 73-80
Author(s):  
Cici Paramita Panjaitan ◽  
Iqbal Kamil Siregar ◽  
Santoso Santoso
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Herbal Products ◽  
Web Based ◽  
Customer Data ◽  
The Media ◽  
Good Word ◽  
Product Sales ◽  
The Web

Abstract : Customer relationship management is a facility to strengthen relationship between companies and customers. CRM also establishes sales programs to build and manage close ties with customers so as not to move to other competitors. This thesis presents an increase in web-based CRM in Stockist Luxor Kisaran. Luxor Stockist is a business entity engaged in marketing herbal products, the system used is still with a manual system. The results of the fundamental method on the web obtained are managing customer data, product improvement, product sales, and consumer consultation facilities to respond to questions and suggestions from customers. This application uses the PHP and MYSQL programming language for the media to make it easier for customers to interact with the company. This application is expected to help companies strengthen the good word with customers in retaining customers and to get new customers. Keyword :Customer Relationship Management, Marketing, Services, PHP language and  MYSQL database  Abstrak : Manajemen hubungan pada pelanggan ialah suatu fasilitas guna  mempererat jalinan baik perusahaan dan pelanggan. CRM juga membentuk program penjualan guna membangun serta mengatur ikatan yang erat pada pelanggan agar tidak berpindah ke pesaing lain. Skripsi ini menyajikan peningkatan CRM berbasis web di Stokis Luxor Kisaran. Stokis Luxor merupakan badan usaha yang bergerak dalan pemasaran produk herbal, sistem yang digunakan masih dengan sistem manual. Hasil metode mendasar pada web yang didapat adalah mengatur data konsumen, peningkatan produk, penjualan produk, dan fasilitas konsultasi konsumen guna menanggapi pertanyaan maupun saran dari pelanggan. Aplikasi ini memakai bahasa program PHP dan MYSQL untuk media agar memudahkan pelanggan untuk berinteraksi dengan perusahaan.. Aplikasi ini diharap dapat membantu perusahaan dalam mempererat ikataan baik dengan pelanggan dalam mempertahankan pelanggan dan untuk mendapatkan pelanggan baru.Kata Kunci:Customer Relationship Management,Pemasaran ,Pelayanan, bahasa PHP dan database MYSQL

scholarly journals Perancangan Aplikasi E-CRM Pada PT Manfuku Sejahtera Indonesia

2010 ◽  
Vol 1 (1) ◽  
pp. 88
Author(s):  
Inayatulloh Inayatulloh ◽  
Andi Sukandi
Keyword(s):  
Customer Relationship Management ◽  
Business Processes ◽  
Process Analysis ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Internet Technology ◽  
Web Based ◽  
Business Process Analysis ◽  
Computer Based

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.

scholarly journals Implementasi Costumer Relationship Management (CRM) Pada Sistem Informasi Penjualan Ban Di Toko Lingga Ban Berbasis Web

2018 ◽  
Vol 12 (1) ◽  
Author(s):  
Ipan Supandi ◽  
Fahmi Yusuf ◽  
Fauziah F
Keyword(s):  
Information System ◽  
Data Storage ◽  
Customer Relationship Management ◽  
Effective Means ◽  
Relationship Management ◽  
Customer Relationship ◽  
Programming Technique ◽  
Web Based ◽  
Testing Method ◽  
White Box Testing

The store Lingga Tires is a trademark unit engaged in the sale of the tires. The store Lingga Tires only rely on the conventional sales namely the subscriber must come into the store and doing transaction at the store. This makes the customer became less know the products in the market and the existing promotion. The store Lingga Tires want to provide a satisfactory services with want to deliver innovation and convenience for customers. To store the Lingga Tires need a means to support the sales transaction and media promotions effective means of implementing the method Customer Relationship Management (CRM) web-based. CRM is one of the means to build a good relationship with customers and to acquire new customers. Web-based Sales information system is built by the method of software development waterfall , the language of PHP programming technique, MySQL database as data storage and testing method using the black box & white box testing this system can be used by the administrator, customers and direction. The administrator is the person who manages the whole system. Customers can make your reservation, payment confirmation and have points shopping. The direction of instructions view report, this system is expected to be a solution to overcome the problems and to be able to increase sales in the Store Lingga Tires.Key Words: Information System,Sale,CRM, Web, Store Lingga Tires

From Local Information Systems to Global Customer Relationship Management

2014 ◽  
pp. 299-305 ◽  
Author(s):  
Ulas Akkucuk
Keyword(s):  
Eastern Europe ◽  
Customer Relationship Management ◽  
Information Technologies ◽  
Relationship Management ◽  
Local Information ◽  
Customer Relationships ◽  
Customer Relationship ◽  
The World ◽  
Flow Of Information ◽  
Opening Up

Advances in computer and information technologies have been utilized by companies all over the world since the 1990s. Corresponding roughly to the same period, global trade has increased dramatically. The opening up of large markets like China and the Eastern Europe contributed to this trend. National companies turned global and had to manage operations in a number of different countries. Companies strived to maintain better customer relationships through CRM programs aimed at managing the flow of information, interacting with the customers, and in the end, formulating individualized offerings for them. Globalization has led to the development of the new notion of Global Customer Relationship Management as opposed to having independent local CRM programs operating in the subsidiaries. This chapter presents the issues facing the implementation of such Global CRM programs and provides the important conceptual frameworks proposed in the literature.

Customer Relationship Management as an Imperative for Academic Libraries

2015 ◽  
pp. 44-77
Author(s):  
Amanda Xu ◽  
Sharon Q. Yang
Keyword(s):  
Semantic Web ◽  
Customer Relationship Management ◽  
Academic Libraries ◽  
Linked Data ◽  
Trust Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Semantic Web Technologies ◽  
Customer Data ◽  
Customer Group

This chapter proposes a conceptual model, the 121 e-Agent Framework, for Customer Relationship Management (CRM) in academic libraries. Linked data and Semantic Web are the core components of this model. The implementation of the Framework will enable the participating U.S. academic libraries to reach out to their user communities through systematic customer group identification, differentiation, and interaction. The main contributions of the chapter are 1) applying Semantic Web technologies for CRM in academic libraries using the 121 e-Agent Framework, 2) defining the relevance challenges of CRM for academic libraries, 3) adding trust management to the linked data layer with a touch of tagging, categorizing, query log analysis, and social ranking as part of the underlying structure for distributed customer data filtering on the Web in CRM applications, and 4) making the approach extensible to address the challenges of CRM in other fields.

eCRM Marketing Intelligence in a Manufacturing Environment

2010 ◽  
pp. 1244-1250
Author(s):  
Aberdeen Leila Borders ◽  
Wesley J. Johnston ◽  
Brett W. Young ◽  
Johnathan Yehuda Morpurgo
Keyword(s):  
Customer Relationship Management ◽  
Word Of Mouth ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Face To Face ◽  
Service Information ◽  
Marketing Intelligence ◽  
Management Techniques ◽  
Voice Interaction

This article examines the issue of electronic customer relationship management (eCRM) in a manufacturing context. ECRM has been described as the fusion of a process, a strategy, and technology to blend sales, marketing, and service information to identify, attract, and build partnerships with customers (Bettis-Outland & Johnston, 2003; Jaworski & Jocz, 2002). Although some customers still pay a premium for face-to-face or voice-to-voice interaction in today’s hightech world, through external (e.g., advertising) and internal (e.g., word-of-mouth) influence, the diffusion of the use of eCRM to build and sustain customer loyalty as a firm’s strategy is on the rise. Manufacturers use the knowledge of their customers’ needs and preferences to manage profitable customer interactions. This increased use of eCRM as a new manifestation (technological consolidation) of firmly established customer relationship management techniques has been shown to improve customer relationships and enhance customization (Kennedy, 2006).

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