Pengaruh Customer Relationship Management terhadap Kepuasan Pelanggan UMKM Kole-Koleh Anggraini pada Masa Pandemi

Golan Hasan, Yang Songsen Samuel, Lilis Cinthya, Karina Rusyen, Martasya Martasya, Ryan Prastama, Kevin Tjoa

Sari


The purpose of this research is to identify and analyze the customer relationship management framework that was applied by the UKM Kole-Koleh Anggraini during the pandemic. The problems that occur in MSMEs are decreased income, decreased demand, delivery and logistics, limited resources and uncertainty about the future. The method used in this research is observation or survey and the CRM framework. The results of the study show that the CRM framework that has been implemented in SMEs is customer identification, interaction management, service personalization, complaint management, customer data analysis and SWOT analysis. There are several deficiencies in the CRM framework, namely the existence of implementation costs, limited internal resources and a lack of employee involvement and acceptance. Recommendations that can be given to MSMEs to improve customer relations and business management are the use of CRM frameworks such as HubSpot CRM, Zoho CRM, Sales force Essentials and Pipe Drive.

Keywords: customer relationship management; pandemic; MSMEs; loyalty

Teks Lengkap:

Download PDF

Referensi


Amanda Putra, B., & Toto Raharjo, S. (2022). PENGARUH MANAJEMEN HUBUNGAN PELANGGAN DAN REPUTASI PERUSAHAAN TERHADAP RETENSI PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Kasus Pada Bengkel Alex Ac Mobil Semarang) Bagas. Diponegoro Journal of Management, 11(1), 1–11.

Billah, A. M., & Purnama, I. (2021). Pengaruh Manajemen Hubungan Pelanggan Terhadap Kepuasan Konsumen (Study Kasus Di Cafe Bee Ginning Kota Bima). Jambura, 4(2), 155–161.

Buttle, F., & Maklan, S. (2015). Customer Relationship Management, Concept and Technologies, Third Edition.

Djatnika, T., & Gunawan, A. I. (2021). Perspektif Adopsi Media Sosial Sebagai Implementasi Teknologi Manajemen Hubungan Pelanggan (CRM) Pada UMKM. Bhakti Persada, 7(2), 78–87. https://doi.org/10.31940/bp.v7i2.78-87

Ginting, A. P., Giantari, I. G. A. K., & Sudiksa, I. B. (2020). Peran Keunggulan Bersaing dalam Memediasi Customer Relationship Management terhadap Kinerja Pemasaran (Studi Kasus Pada Bank Perkreditan Rakyat se-Provinsi Bali). E-Jurnal Manajemen Universitas Udayana, 9(2), 508–527. https://doi.org/10.24843/ejmunud.2020.v09.i02.p06

Husna, A. N., & Arifa, C. (2019). Analisis Penerapan Customer Relationship Management dan Perhitungan Customer Lifetime Value untuk Meningkatkan Profitabilitas Pelanggan pada Diponegoro Printing. ABIS: Accounting and Business Information Systems Journal, 7(2), 245. https://doi.org/10.22146/abis.v7i2.58833

Lohanda, T., Berto, A. R., Boulevard, J. S., Sangereng, C., & Dua, K. K. (2022). Can Social Customer Relationship Management Activities Evoke Customer Loyalty ? MEDIA SOSIAL MENINGKATKAN LOYALITAS PELANGGAN ? CAN SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT ACTIVITIES EVOKE CUSTOMER LOYALTY ? Universitas Multimedia Nusantara. December 2021. https://doi.org/10.31445/jskm.2021.4439

Maulana, A., & OKtavian, M. A. K. (2020). Customer Relationship Management (CRM). Digital Marketing Fundamentals: From Strategy to ROI, 1–6.

Sudarwati, Y., & Izzaty, I. (2022). Manajemen Hubungan Pelanggan Bagi Usaha Mikro, Kecil, dan Menengah. Jurnal Ekonomi Dan Kebijakan Publik, 13(1), 13–28. https://doi.org/10.22212/jekp.v13i1.1988

Sulistiani, H. (2021). Sistem Penilaian Kepuasan Pelanggan Menggunakan Customer Satisfaction Index Pada Penjualan Parfume (Studi Kasus: Parfume Corner BDL). Jurnal Teknologi Dan Sistem Informasi, 2(4), 29–36. https://doi.org/10.33365/jtsi.v2i4




DOI: https://doi.org/10.37531/mirai.v8i2.4661

Refbacks

  • Saat ini tidak ada refbacks.


Flag Counter

Creative Commons License

JURNAL MIRAI MANAGEMENT is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Web Analytics