Customer relationship management implementation in the small and medium enterprise

Nugroho, Afid; Suharmanto, Agus; Masugino,

doi:10.1063/1.5028076

Cited by 7 publications

(6 citation statements)

References 24 publications

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“…Sari & Firdaus (2018) made another research of TQM implementation in SME (Small Medium Enterprise) sector in Indonesia, where they concluded that TQM implementation can improve the competitive advantage of the SME. Similarly, Nugroho & Nurcahyo (2018) also did a research in SME in Indonesia where they concluded that TQM implementation can improve the financial performance of SME.…”

Section: Empirical Reviewmentioning

confidence: 99%

The Impact of Total Quality Management on Organizational Performance: A Study of First Bank Nigeria Plc

Isidore,

Umanah,

Ajibade

et al. 2023

IJBMR

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This study is an attempt to examine the Impact of Total Quality Management (TQM) on organizational performances, a Case Study of First Bank plc. The research further focuses on the approach adopted by organizations that has implemented the concept and the rate of success achieved. This prove that effective Total Quality Management implementation can improve their competitive abilities and provide strategic advantages in the market place. The major objective of the study is to ascertain the impact of Total Quality Management implementation in the organization, and adoption of Total Quality Management practices among staff of First Bank plc in Uyo. The survey research design approach was adopted for the study. The target respondents were staffs of 11 branches of First bank plc operating within the study area. A sample size of 168 employees were adopted for this study and were assessed using the systematic sampling technique. The main data used were from primary sources gathered with the use of a likert scaled questionnaire. Data gathered were analyzed with the Pearson’s Product Moment Correlation (PPMC) Analysis at a 0.05 significant level. The major finding of the research is that all staff of First Bank Plc. is fully involved in the practice of Total Quality Management in their day to day business, the aforementioned organization agreed that Total Quality Management have impact in organizational performance.

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Section: Empirical Reviewmentioning

confidence: 99%

The Impact of Total Quality Management on Organizational Performance: A Study of First Bank Nigeria Plc

Isidore,

Umanah,

Ajibade

et al. 2023

IJBMR

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“…Untuk memenangkan persaingan dan mempertahankan bisnis di era yang sangat kompetitif, usaha kecil dan menengah harus menerapkan teknologi yang dapat mendukung basis data pelanggan, produksi dan penjualan serta manajemen pemasaran untuk menjalin komunikasi yang baik dengan pelanggannya. Salah satu aplikasi teknologi informasi yang memungkinkan untuk usaha kecil dan menengah adalah Customer Relationship Management (CRM) [6]. CRM merupakan strategi yang dilakukan perusahaan agar tetap konsisten menjaga hubungan dengan pelanggan.…”

Section: Pendahuluanunclassified

Implementasi CRM (Customer Relationship Management) Menggunakan VTiger CRM Pada Perusahaan (Studi Kasus: CV. Maha Sari)

Wicaksana¹

2022

JATISI

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Untuk memenangkan persaingan dan mempertahankan bisnis di era yang sangat kompetitif, usaha kecil dan menengah harus menerapkan aplikasi teknologi informasi yang dapat diandalkan untuk mendukung basis data pelanggan, produksi dan penjualan serta manajemen pemasaran untuk menjalin komunikasi yang baik dengan pelanggannya. Salah satu aplikasi teknologi informasi yang memungkinkan untuk usaha kecil dan menengah adalah Customer Relationship Management yang dikenal dengan CRM. Penelitian ini menghasilkan pemodelan proses bisnis usulan yang dikembangkan dari proses bisnis existing, serta implementasi proses bisnis usulan pada aplikasi E-CRM yakni VTiger CRM. Aplikasi VTiger CRM merupakan salah satu aplikasi E-CRM yang dapat dimanfaatkan perusahaan dalam upaya penerapan CRM, yang didalamnya terdapat berbagai modul yang siap digunakan. Beberapa modul yang dimiliki aplikasi VTiger CRM yakni modul Campaign, Sales, Order, Invoice, Tickets, Products, Contacts, Reports hingga sebuah modul hasil dari kustomisasi yang dilakukan pada penelitian ini dengan tujuan untuk menyesuaikan dengan kegiatan yang dilakukan perusahaan yakni modul kuesioner.

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“…This focus on customer becomes even more crucial for small and medium enterprises (SMEs) due to the presence of severe challenges in expanding their business and surviving in a competitive business market. It further helps SMEs by enabling improved business performance, enhancing productivity, promoting innovation, raising market share, reducing cost, and improving customer value (Nugroho, Suharmanto and Masugino, 2018). Since the absence of customer retention could result in huge losses for the company, the implementation of advanced technologies for assessing customer data becomes paramount.…”

Section: Introductionmentioning

confidence: 99%

The Influence of Business Intelligence to Maintain Customer Relationships in Small and Medium Enterprises in Indonesia

Faisal Yul Zamrudi,

Lela Saputri

2024

SLJIL

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The adoption of Business intelligence (BI) has become increasingly prominent among organizations for attracting customers and gaining a competitive edge. This becomes even more important for small and medium enterprises (SMEs) which face immense pressure to retain existing customers and attract more customers for survival. This study presents a systematic literature review of studies investigating the impact of BI on customer relations with exclusive focus on Indonesia, which has a growing number of SMEs (also called ‘UMKMs’). By examining 15 papers published between 2013 to 2024, the findings of the study highlight that BI contributes to building better connections with customers and making them feel more engaged and satisfied. This study provides valuable insights for SMEs in Indonesia to adopt BI to attract more customers. The findings of the study also lay the foundation for future research, especially those wanting to perform an empirical investigation.

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Customer relationship management implementation in the small and medium enterprise

Cited by 7 publications

References 24 publications

The Impact of Total Quality Management on Organizational Performance: A Study of First Bank Nigeria Plc

The Impact of Total Quality Management on Organizational Performance: A Study of First Bank Nigeria Plc

Implementasi CRM (Customer Relationship Management) Menggunakan VTiger CRM Pada Perusahaan (Studi Kasus: CV. Maha Sari)

The Influence of Business Intelligence to Maintain Customer Relationships in Small and Medium Enterprises in Indonesia

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