Customer relationship management (CRM) and Innovation: A qualitative comparative analysis (QCA) in the search for improvements on the firm performance in winery sector

Guerola-Navarro, Vicente; Oltra-Badenes, Raúl; Fernández, Agustín Iturricha

doi:10.1016/j.techfore.2021.120838

Cited by 35 publications

(25 citation statements)

References 40 publications

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“…Stemming from the work of Ragin (2008Ragin ( , 2009, QCA has three main variants: csQCA, mvQCA and fsQCA. Among these, csQCA is the approach that bases itself on the use of dichotomous empirical data that correspond to our empirical setting for this research effort (Guerola-Navarro et al, 2021). csQCA is based on set theory and Boolean logic, which enable the analysis of multiple conjoint causality.…”

Section: Methodsmentioning

confidence: 99%

Environmental innovation and cooperation: A configurational approach

Marchi

Molina‐Morales

Martínez-Cháfer

2022

Technological Forecasting and Social Change

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Section: Methodsmentioning

confidence: 99%

Environmental innovation and cooperation: A configurational approach

Marchi

Molina‐Morales

Martínez-Cháfer

2022

Technological Forecasting and Social Change

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“…Untuk mengatasi keterbatasan tersebut maka tim pengabdi memberikan solusi dengan mengadakan pelatihan tentang sistem penjualan online menggunakan metode CRM, memberikan pelatihan peningkatan hardskill dan softskill tentang digital marketing dan branding product untuk mewujudkan visi pemerintah menuju UMKM Go Digital 2024. Implementasi hasil berupa market place berbasis web dengan menerapkan CRM untuk meningkatkan omset penjualan dan manajemen bisnis yang professional (Guerola-Navarro et al, 2021).…”

Section: Pendahuluanunclassified

Customer Relationship Management Berbasis Digital pada UMKM di Desa Tengguli, Bangsri, Kabupaten Jepara

Latifah

Waliyansyah²,

Saputro³

et al. 2022

IJOCS

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UMKM adalah tulang punggung perekonomian di Indonesia. Saat ini pemerentah melalui visi Presiden Jokowi sedang mencanangkan program UMKM GO Digital. Rata-rata UMKM di Desa Trengguli Bangsri Jepara saat ini masih menggunakan cara-cara yang tradisonal dalam melakukan pemasaran, penjualan dan promosi sehingga hasil yang diperoleh kurang optimal. Untuk mengatasi masalah tersebut maka Tim Pengabdi memberikan pelatihan CRM E-Commerce untuk melatih softskill dan hardskill UMKM dalam mengembangkan inovasi digitalisasi UMKM sehingga mampu menguatkan pemasaran, penjualan dan promosi. Melalui pelatihan Customer Relationship Management (CRM) UMKM diharapkan mempunyai strategi bisnis dan pemasaran serta mampu menciptakan dan memelihara hubungan yang baik dengan pelanggan dan mengurangi kemungkinan pelanggan pindah ke kompetitor lain serta meningkatkan pelayanan kepada pelanggan. Hasil dari pelatihan ini berupa peningkatan hardskill dan softskill UMKM dalam membuat fitur CRM untuk UMKM antara lain adalah mengelola data pelangan, promosi produk-produk data penjualan dan pengelolaan layanan pelanggan yang digunakan untuk menyimpan pertanyaan customer dan mengelola review produk dari pelanggan untuk menciptakan hubungan yang baik dengan customer. Dengan beberapa fitur CRM tersebut maka diharapkan akan terjadi peningkatan dan penguatan pemasaran UMKM di Desa Bangsi Jepara. Peningkatan nilai rata-rata kemampuan dan skill peserta dalam pelatihan ini mencapai 0.58 yang artinya adalah peningkatan yang bagus. Setiap peserta pelatihan mengalami peningkatan yang signifikan pengetahuan dan skill mereka dalam melakukan penjualan online.MSMEs are the backbone of the economy in Indonesia. Currently, the government, through President Jokowi's vision, is launching the MSMEs GO Digital program. The average, MSMEs in Trengguli Bangsri Jepara Village are currently still using traditional methods of marketing, selling and promotion so that the results not optimal. One of the innovations is through marketing technology using E-Commerce CRM model. Customer Relationship Management (CRM) is a marketing strategy to create and maintain good relationships with customers and reduce the possibility of customers moving to other competitors. MSMEs must implement a business strategy to improve service to customers in order to add new customers by providing different services to pamper their customers. The features of this CRM for MSMEs include managing customer data, promoting product sales data and managing customer service which is used to store customer inquiries and manage product reviews from customers to create good relationships with customers. The increase in the average value of the abilities and sklills of participant in this training reached 0.58 which means a good increase. With some of these CRM features, it is hoped that there will be an increase and strengthening of MSMEs marketing in Bangsi Village, Jepara.�

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“…Technological CRM tasks are implemented in functional departments: customer service and support, as well as in sales. CRM ennobles the culture of service from a technological point of view [19][20]. CRM refers to information technology and is suitable for the implementation of entrepreneurship (including self-employed), while enterprise resource planning systems are suitable for enterprise business.…”

Section: Introductionmentioning

confidence: 99%

An analysis of factors influencing the development of self-employment digitalization based on fuzzy logic

2022

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Self-employment in the Russian Federation is a special tax regime; tax on personal income is a simplified form of entrepreneurship. The self-employed are often associated with freelancers. The exponential growth of information increases uncertainty, and the development of digitalization levels out uncertainty. This work analyses the factors influencing the digitalization development of self-employment as an integral indicator that can affect the sustainability of self-employment. The main method used is a topological method based on the polymerase chain reaction method, as well as the model based on fuzzy sets theory – Mamdani fuzzy inference algorithms. The data for the study were collected through a survey posted on Google Forms. The respondents were experts in the self-employment sector. Eight people participated in the survey (4 – self-employed; 4 – university professors). The self-employed comprised the following areas: developer – 1; service worker – 1; online marketer – 1; musician, event host – 1. Further calculations were performed in Mathlab. According to the study results, the level of factors in the development of self-employed digitalization is 0.502, which corresponds to the third interval of the five-level classifier and has growth potential.

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Customer relationship management (CRM) and Innovation: A qualitative comparative analysis (QCA) in the search for improvements on the firm performance in winery sector

Cited by 35 publications

References 40 publications

Environmental innovation and cooperation: A configurational approach

Environmental innovation and cooperation: A configurational approach

Customer Relationship Management Berbasis Digital pada UMKM di Desa Tengguli, Bangsri, Kabupaten Jepara

An analysis of factors influencing the development of self-employment digitalization based on fuzzy logic

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