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Electronic Customer Relationship Management (E-CRM) Application as Efforts to Increase Customer Retention of Micro Small and Medium Enterprises (MSMEs) in Banten Indonesia

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International Journal of Computer Applications
Foundation of Computer Science (FCS), NY, USA
Year of Publication: 2019
Authors:
Vidila Rosalina, Hamdan, Agung Triayudi
10.5120/ijca2019918310

Vidila Rosalina, Hamdan and Agung Triayudi. Electronic Customer Relationship Management (E-CRM) Application as Efforts to Increase Customer Retention of Micro Small and Medium Enterprises (MSMEs) in Banten Indonesia. International Journal of Computer Applications 181(39):1-8, January 2019. BibTeX

@article{10.5120/ijca2019918310,
	author = {Vidila Rosalina and Hamdan and Agung Triayudi},
	title = {Electronic Customer Relationship Management (E-CRM) Application as Efforts to Increase Customer Retention of Micro Small and Medium Enterprises (MSMEs) in Banten Indonesia},
	journal = {International Journal of Computer Applications},
	issue_date = {January 2019},
	volume = {181},
	number = {39},
	month = {Jan},
	year = {2019},
	issn = {0975-8887},
	pages = {1-8},
	numpages = {8},
	url = {http://www.ijcaonline.org/archives/volume181/number39/30319-2019918310},
	doi = {10.5120/ijca2019918310},
	publisher = {Foundation of Computer Science (FCS), NY, USA},
	address = {New York, USA}
}

Abstract

Currently, the Micro, Small and Medium Enterprises (MSMEs) in Banten Indonesia mostly still manage their customers in conventional ways, the touch of information technology has not been done much. One approach to modern business is to pay attention to the factors of good relationships with customers, not only before the transaction, but also after the transaction. The Information Technology System used to manage customer relationships with the aim of increasing customer retention is called Customer Relationship Management (CRM). The existing CRM software is more oriented to large companies that are already established, so that it will cause some discrepancies when applied in MSMEs. This study tries to develop E-CRM software that is tailored to the business needs of MSMEs in Banten by using a local approach to facilitate users in their use. This feature in the E-CRM will help MSMEs in implementing customer relationship management so that they can increase their competitiveness with other companies in maintaining the business they are running and as a means to obtain a wider new market. The approach used by local policy is through observations made on MSMEs in the Banten region. The application developed in this paper is based on 9 characteristics of the Banten MSMEs produced in previous studies [1] and the E-CRM UMKM blue print model that has been published in international seminars [2]. This application development used the stages that exist in the waterfall model method, namely planning, analysis, design, and implementation. The results of the E-CRM UMKM Application are expected to increase customer retention and build global marketing for MSMEs in the Banten region of Indonesia.

References

  1. Rosalina, Vidila., dkk. 2017, Electronic Customer Relationship Management (E-CRM) Modeling on Micro, Small & Medium Enterprises (MSMEs) Banten, International Journal of Computer Applications (0975 – 8887) Volume 176, October 2017, New York, USA.
  2. Rosalina, Vidila, dkk. 2018, , Electronic Customer Relationship Management (E-CRM) Modeling As Effort to Increase Customer retentionon Micro, Small & Medium Enterprises (MSMEs) Banten. ICComSET 26-27 November 2018, Universitas Tasikmalaya, Jawa Barat, Indonesia
  3. Rifa'i, B. 2013. Efektivitas Pemberdayaan Micro Small and Medium Enterprises (UMKM) Krupuk Ikan dalam Program Pengembangan Labsite Pemberdayaan Masyarakat Desa Kedung Rejo Kecamatan Jabon Kabupaten Sidoarjo. Kebijakan dan Manajemen Publik, 130-136
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  6. Danardatu, Aloysius Heru. 2003, Pengenalan Customer Relationship Management, Ilmu Komputer.Com
  7. Rosalina, Vidila, dkk. 2017. Sosialisasi Pemanfaatan E-CRM untuk Meningkatkan Retensi Pelanggan UMKM . Jurnal Wikrama Parahita Vol 1 No1. November 2017
  8. Pressman, Roger S. 1997. Metode The Classic Life Cycle/Waterfall
  9. Rosalina Vidila. 2018. Pemanfaatan Aplikasi E-CRM Dalam Upaya Meningkatkan retensi Pelanggan UMKM, Seminar Nasional SEMBADHA 2018 pada tanggal 17-18 November 2018. Di Sekolah Tinggi Akuntansi Negara (STAN) Bintaro Banten.
  10. Rosalina, Vidila, dkk. 2017. Model Electronic Customer Relationship Management (E-CRM) Menggunakan Adaptasi Bahasa Lokal Pada Usaha Mikro Kecil Menengah (UMKM) Banten, Prosiding SENASSET 2017 (Seminar Nasional Riset Terapan) ISBN 978-602-73672-0-3 : 12, November 2017.
  11. Hashim, R. 2012. Adoption of enterprise information system (EIS) in Malaysian small and medium enterprises (SMEs). Business, Engineering and Industrial Applications (ISBEIA), 2012 IEEE Symposium: 425 - 430.
  12. Garcia, I., Pacheco, C., Martinez, A. 2012. Identifying Critical Success Factors for Adopting CRM in Small: A Framework for Small and Medium Enterprises. Software Engineering Research, Management and Applications 2012, Studies in Computational Intelligence Volume 430, 2012, pp 1-15
  13. Nugraha, A., Dewi, I.N., Novianto, S. 2013. Desain Pengembangan Aplikasi Electronic Customer Relationship Management dalam Mendukung Strategi Pemasaran dan Pengelolaan Pelanggan UMKM, Konferensi Nasional Informatika (KNIF) ITB 2013.
  14. Zachman, J.A., 2012, John Zachman's Concise Definition of the Enterprise Framework, http://www.zachman.com/aboutthe-zachman-framework.

Keywords

Customer relationship management; electronic customer relationship management; electronic customer relationship management application; micro and medium enterprises