SOSIALISASI PENTINGNYA CUSTOMER RELATIONSHIP MANAGEMENT (CRM) DALAM UPAYA MENINGKATKAN RETENSI PELANGGAN PADA USAHA MIKRO KECIL DAN MENENGAH (UMKM) DI CILEGON
Journal Title: Jurnal Sistem dan Manajemen Industri - Year 2017, Vol 1, Issue 1
Abstract
Micro Small and Medium Enterprises (SMEs) in Banten region is 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 the customer factor, not just before the transaction, but no less important is after the transaction. The Information Technology system used to manage customers with the aim 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 applied to MSMEs. This dedication tries to socialize the importance of CRM to UMKM in increasing the retention of SME customers. Implementation of this CRM will help SMEs in the management of customer relationships so as to improve its competitiveness with other companies in maintaining the business run and as a means to gain a new market wider. The approach used is using the model of 'localization' through observations made on SMEs business incorporated in the Association of Small and Medium Enterprises Indonesia (HIPMIKINDO) Cilegon. The results of this dedication is expected to provide an overview of the importance of CRM to MSMEs in the region of Banten.
Authors and Affiliations
Vidila Rosalina, Abdul Malik, Erma Perwitasari
Keywords
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