Electronic Customer Relationship Management (E-CRM) Modeling As Efforts to Increase Customer Retention of Micro Small and Medium Enterprises (MSMEs) in Banten
Micro Small and Medium Enterprises (MSMEs) in Banten are still largely operated by traditional methods. Information technology has not been maximally used. Currently, modern business approach cares for customer factors intentionally, not only before but after the transaction as well. The Information Technology system used to maintain customers with the purpose of increasing customer retention which is called Customer Relationship Management (CRM). The current CRM software is more adapt to large established corporations, so it will cause some differences when applied to MSMEs. This research tried to model Electronic Customer Relationship Management (E-CRM) software tailored to the business needs of MSMEs in Banten by using local way to facilitate user in its use. The E-CRM will help MSMEs to maintain their running business by carrying out CRM to enlarge their competitiveness with other corporations and obtain a wider new market. System modeling used Zachman Frameworks to get an entire and comprehensive picture. The model of E-CRM MSMEs made in this research is expected to increase customer retention and build global market for MSMEs in Banten province.