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

2019 ◽  
Vol 181 (39) ◽  
pp. 1-8
Author(s):  
Vidila Rosalina ◽  
Hamdan H ◽  
Agung Triayudi
Keyword(s):  
Customer Relationship Management ◽  
Small And Medium Enterprises ◽  
Relationship Management ◽  
Customer Retention ◽  
Customer Relationship ◽  
Medium Enterprises

scholarly journals Customer Relationship Management and Micro, Small and Medium Enterprises (MSMEs) Growth in South West, Nigeria

2018 ◽  
Vol 5 (5) ◽  
pp. 48
Author(s):  
Oladejo Dauda Adewole
Keyword(s):  
Customer Relationship Management ◽  
Significant Relationship ◽  
Small And Medium Enterprises ◽  
Relationship Management ◽  
Customer Retention ◽  
Customer Relationship ◽  
Market Development ◽  
Customer Care ◽  
Medium Enterprises ◽  
Revenue Product

This study examines the basic components of Customer Relationship Management and its influence on the growth of Micro, Small and Medium Enterprises (SMEs) in South-West Nigeria.  The data obtained were analysed using appropriate descriptive and inferential statistics.  The results of the study show a statistically significant relationship between customer care strategies and customer retention, public image maintenance and customer care (r = 0.430, p < 0.05), (r = -0.438, p < 0.05) respectively. The analysis also revealed a significant relationship between human resource factor and business revenue, product development as well as product market development (r = 0.209, p < 0.05), (r = 0.259, p < 0.05), (r = 0.472, p < 0.05) respectively.   The analysis further showed a statistically significant relationship between analytics and business revenue, product development, and customer retention (r = 0.416, p < 0.05); (r = 0.313, p < 0.05), and (r=0.291) p=0.003) respectively.  It was also found out that there was a statistically significant relationship between business reporting and employee satisfaction, customer retention, product market development and business revenue. There was also a significant relationship between marketing and business revenue (r = 0.214, p< 0.05).  The study concludes that the components of Customer Relationship Management examined as an omnibus concept had influence on the growth of MSMEs in the study area (R square =0.375, Adjusted R square = 0.334, p<0.001).

scholarly journals Electronic Customer Relationship Management (E-CRM) Modeling As Efforts to Increase Customer Retention of Micro Small and Medium Enterprises (MSMEs) in Banten

2019 ◽  
Author(s):  
Vidila Rosalina ◽  
Hamdan ◽  
Saefudin
Keyword(s):  
Information Technology ◽  
Customer Relationship Management ◽  
Small And Medium Enterprises ◽  
System Modeling ◽  
Relationship Management ◽  
Customer Retention ◽  
Global Market ◽  
Customer Relationship ◽  
Technology System ◽  
Medium Enterprises

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.

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

2019 ◽  
Author(s):  
Vidila Rosalina ◽  
Hamdan ◽  
Agung Triayudi
Keyword(s):  
Information Technology ◽  
Customer Relationship Management ◽  
Small And Medium Enterprises ◽  
Relationship Management ◽  
Customer Retention ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Application Development ◽  
Local Approach ◽  
Medium Enterprises

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.

scholarly journals Electronic Customer Relationship Management (E-CRM) Modeling on Micro, Small & Medium Enterprises (MSMEs) Banten

2019 ◽  
Author(s):  
Vidila Rosalina ◽  
mulyanah ◽  
Abdul Malik
Keyword(s):  
Information Technology ◽  
Customer Relationship Management ◽  
Small And Medium Enterprises ◽  
Relationship Management ◽  
Customer Relationship ◽  
Local Approach ◽  
Technology System ◽  
Comprehensive Picture ◽  
Modern Business ◽  
Medium Enterprises

Micro Small and Medium Enterprises (MSMEs) Banten region are still largely managed by conventional methods, the touch of information technology has not been optimal. One of the modern business approaches is to pay attention to customer factors, not just before the transaction, but also after the transaction which is no less important. The Information Technology system used to manage customers with the purpose of increasing customer retention is called Customer Relationship Management (CRM). The existing CRM software is more oriented to large established companies, so it will cause some discrepancies when those are applied in MSMEs. This research tried to develop E-CRM software based on business needs of MSMEs in Banten by using local approach in order to facilitate user in its usage. The features in E-CRM will help MSMEs in implementing customer relationship management so as to enhance their competitiveness with other companies in maintaining the business they run and as a means of acquiring a wider new market. The approach used was using the model of 'localization' through the observations made on MSMEs business incorporated in the Association of Micro Small and Medium Entrepreneurs Indonesia (HIPMIKINDO) of Banten region. Identification and analysis of system requirements using the Zachman Framework was done in order to obtain a complete and comprehensive picture. The results of this research are expected to provide an overview of the characteristics of E-CRM modeling on MSMEs in Banten region.

scholarly journals Customer Relationship Management and Small and Medium Enterprises Performance: Pragmatic Evidence from Oyo State, Nigeria

2019 ◽  
pp. 1-9
Author(s):  
Aremu Atinuke Bukola ◽  
Adeniran Grace Abosede ◽  
M. A. Adesola
Keyword(s):  
Customer Relationship Management ◽  
Customer Orientation ◽  
Small And Medium Enterprises ◽  
Relationship Management ◽  
Study Data ◽  
Least Square ◽  
Customer Relationship ◽  
Competitive Environment ◽  
Business World ◽  
Medium Enterprises

Introduction: Customer Relationship Management (CRM) has been noted for survival strategy for business organizations especially in today's customer-oriented business world and intensely competitive environment. Aim: This study sought to examine the influence of CRM on the performance of SMEs in Oyo State, Nigeria. Study Design: Purposive sample technique was adopted to select 20 SME operators each from Ibadan, Oyo Town, Iseyin, Ogbomoso, and Saki, respectively totaling 100 participants as a sample size for the study. The data collection instruments for the study were structured questionnaires designed for the study. Data analysis was performed with the aid of mean, standard deviation, Pearson Product Moment Correlation Co-efficient (PPMCC) and Ordinary Least Square (OLS) method of estimation. Results: The results revealed that CRM measured by customer orientation, service quality and personalized of services have a significant influence on SMEs’ performance. In conclusion, customer relationship management is an alternative paradigm to the survival of SMEs in today’s cut-throat competitive environment. Conclusion: Based on the findings, the study recommended that SME operators should always treat their customers like Kings and Queens and their opinion should be sought before making a decision that is binding on them. Also, SME operators should be designed with a feasible customer relationship strategy that can identify potential and profitable customers to enable tailoring products and services to their needs.

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