ECRM Strategy In Improving Services And Sales Of Electronic Products
Abstract
Business competition in the era of globalization demands companies to continuously adapt, one of which is through the implementation of Electronic Customer Relationship Management (E-CRM). Mega Cell Sei Piring Pulau Rakyat, a retail store for electronic products, faces challenges in the form of inconsistent sales fluctuations and customer management that is still manual. If this unstable sales pattern continues without improvement, it has the potential to disrupt profitability and create a risk of loss. This study aims to implement an E-CRM strategy as a strategic solution to improve customer service, optimize sales management, and maintain the company's revenue stability. This qualitative research produces a design and prototype of a web-based E-CRM system (PHP and MySQL) that enables transaction recording, product management, promotion management, and integrated sales reporting. The E-CRM system that has been built facilitates market segmentation and better customer interaction, thus it is expected to improve operational efficiency, reach a wider market through online information access, and encourage customer attraction and loyalty through data-based promotional offers
Downloads
References
L. A. Anggraeni, “Tantangan Kompetisi dan Risiko Monopoli dalam Transformasi Digital E-Commerce dengan Studi Kasus Aplikasi TikTok di Indonesia,” Sains J. Manaj. dan Bisnis, vol. 16, no. 1, p. 87, 2024, doi: 10.35448/jmb.v16i1.23398.
S. S. Lubis, F. S. Lubis, and B. Hendrik, “Customer Relationship Management Dalam Meningkatkan Loyalitas Pelanggan Pada Doorsmeer Keluarga Nasution Menggunakan Metode Algoritma K-Means,” Jised J. Inf. Syst. Educ. Dev., vol. 1, no. 2, pp. 33–40, 2023.
J. Issn, “Pengaruh Customer Relationship Management (Crm) Terhadap Customer Loyalty Pada Pembelian Unit CV Yamaha Surya Prima Tanjung Kabupaten Tabalong,” vol. 7, pp. 1515–1527, 2024.
A. Rona, M. Sihombing, I. Kelana Jaya, I. S. Dumayanti, and H. Artikel, “Penerapan Customer Relationship Management (CRM) Pada Toko Premium Kids Berbasis Web,” J. Ilm. Sist. Inf., vol. 3, no. 1, pp. 52–58, 2023, [Online]. Available: http://ojs.fikom-methodist.net/index.php/methosisfo
D. P. Ramadhani, H. Syafwan, and C. Latiffani, “Penerapan Metode E-CRM Pada Toko Wati Collection,” JATISI (Jurnal Tek. Inform. dan Sist. Informasi), vol. 9, no. 4, pp. 3503–3518, 2022, doi: 10.35957/jatisi.v9i4.2839.
D. Ngelyaratan and D. Soediantono, “Customer Relationship Management (CRM) and Recommendation for Implementation in the Defense Industry : A Literature Review Customer Relationship Management (CRM) dan Usulan Penerapannya Pada Industri Pertahanan : A Literature Review,” J. Ind. Eng. Manag. Res., vol. 3, no. 3, pp. 17–34, 2022.
P. R. Siregar, N. Irawati, and I. R. Harahap, “E - CRM Penjualan Keripik Kemuning Pada Usaha Kecil Menengah (UKM),” J-Com (Journal Comput., vol. 2, no. 3, pp. 195–204, 2022, doi: 10.33330/j-com.v2i3.1937.
D. Pertiwi, Y. Siagian, and A. K. Syahputra, “E-CRM For Sales Of Fashion At Jannah Simpang Four Boutique,” J. Tek. Inform., vol. 3, no. 4, pp. 929–937, 2022, doi: 10.20884/1.jutif.2022.3.4.474.
M. Warsela, A. D. Wahyudi, and A. Sulistiyawati, “Penerapan Customer Relationship Management Untuk Mendukung Marketing Credit Executive (Studi Kasus: PT. FIF Group),” J. Teknol. dan Sist. Inf., vol. 2, no. 2, p. 78, 2021, [Online]. Available: http://jim.teknokrat.ac.id/index.php/JTSI
E. Rahayu, W. M. Kifti, and R. Rohminatin, “Analisis Implementasi Customer Relationship Management Pada Safira Bakery,” J. Sci. Soc. Res., vol. 5, no. 1, p. 37, 2022, doi: 10.54314/jssr.v5i1.812.
F. Firmansyah and S. F. W. Herdin, “Pengaruh Customer Relationship Management (CRM) Terhadap Kepuasan Pelanggan Produk Sepatu Convese,” J. Bisnis dan Pemasar., vol. 11, no. 1, p. 11, 2021.
D. P. Ramadhani, H. Syafwan, and C. Latiffani, “Penerapan Metode E – CRM Pada Toko Wati Collection,” JATISI (Jurnal Tek. Inform. dan Sist. Informasi), vol. 9, no. 4, pp. 3503–3518, 2022, doi: 10.35957/jatisi.v9i4.2839.
I. A. Pangestu and G. T. Mardiani, “Sistem Informasi Rekomendasi Produk Dengan Pendekatan Customer Relationship Management Di Cv. Xyz,” Komputa J. Ilm. Komput. dan Inform., vol. 10, no. 2, pp. 78–86, 2022, doi: 10.34010/komputa.v10i2.6807.
F. L. D. Cahyanti, F. Sarasati, W. Widiastuti, and E. Firasari, “Perancangan E-Commerce Sebagai Media Pemasaran Kerajian Bambu,” Edumatic J. Pendidik. Inform., vol. 5, no. 1, pp. 70–79, 2021, doi: 10.29408/edumatic.v5i1.3275.
D. Ngelyaratan, D. Soediantono, S. Staf, K. Tni, and A. Laut, “Customer Relationship Management (CRM) and Recommendation for Implementation in the Defense Industry: A Literature Review,” J. Ind. Eng. Manag. Res., vol. 3, no. 3, pp. 2722–8878, 2022, [Online]. Available: http://www.jiemar.org
N. A. A. Anggara, J. Hutahaean, and M. Iqbal, “Penerapan Customer Relationship Management (CRM) Dalam Sistem Informasi Penjualan Kosmetik Berbasis Web,” Build. Informatics, Technol. Sci., vol. 3, no. 4, pp. 480–488, 2022, doi: 10.47065/bits.v3i4.1440.
W. Gede Endra Bratha, “Literature Review Komponen Sistem Informasi Manajemen: Software, Database Dan Brainware,” J. Ekon. Manaj. Sist. Inf., vol. 3, no. 3, pp. 344–360, 2022, doi: 10.31933/jemsi.v3i3.824.
A. E. Yanuar and M. A. Senubekti, “Perancangan Aplikasi Penjualan Online Berbasis Website (Studi Kasus : Bakso Emsa),” Nuansa Inform., vol. 16, no. 1, pp. 19–32, 2022, doi: 10.25134/nuansa.v16i1.4661.
A. F. Prasetya, Sintia, and U. L. D. Putri, “Perancangan Aplikasi Rental Mobil Menggunakan Diagram UML (Unified Modelling Language),” J. Ilm. Komput. Terap. dan Inf., vol. 1, no. 1, pp. 14–18, 2022.
A. F. Prasetya, U. Lestari, and D. Putri, “Perancangan Aplikasi Rental Mobil Menggunakan Diagram UML ( Unified Modelling Language ) Car Rental Application Design Using UML ( Unified Modeling Language ) Diagrams,” vol. 1, no. 1, pp. 14–18, 2022.
