Perancangan dan Penerapan Sistem Kendali Marketing pada Industri Air Minum dalam Kemasan Berbasis Customer Relationship Management

Authors

  • Ali Maddinsyah Universitas Pamulang
  • Untung Nugroho Harwanto Universitas Pamulang
  • Rifkah Akmalina Universitas Pamulang
  • Risza Putri Elburdah Universitas Pamulang

DOI:

https://doi.org/10.32493/informatika.v7i4.26470

Keywords:

drinking water, customer relationship management, application, customer, marketing

Abstract

The demand of drinking water is growing continuously, so that the business prospects are also increasingly promising. This condition becomes a challenge for business doer of drinking water, including CV. Tirta Sasmita. A manual customer data management in CV. Tirta Sasmita causing most of customer data are not well documented, so that it may reduce the number of customers. Customer relationship management (CRM) that consists of human resources, process, and technology is a strategy which can be implemented to improve the customer service to be more effective. This research aims to design a CRM-based application that can be used in marketing control system for business doer of drinking water CV. Tirta Sasmita. This research used qualitative approach method, with descriptive research to arrange a business process flow, and action research to design CRM application using Unified Modelling Language (UML) and interface design. This application was developed using prototype method, in which customer database inside are beneficial to ease the remarketing activity. ‘Add order’ menu in CRM application system is also beneficial in terms of sales trends. There are seven access rights in the application which are based on business process flow of CV. Tirta Sasmita, namely sales counter, field sales, supervisor marketing, manager marketing, finance, surveyor, and legal. This system can be implemented based on process business in CV. Tirta Sasmita.

References

Fitria, A. (2022). Analisis dan Perancangan Sistem Informasi Customer Relationship Management Perusahaan Air Minum Daerah Berbasis Website. 8(2), 121–131.

Handijono, A., Gunarto, R. I., & Marpitasa, S. (2021). MENJAGA LOYALITAS PELANGGAN DENGAN STRATEGI CRM PADA PT. DESALITE, PAMULANG. RESWARA: Jurnal Pengabdian Kepada Masyarakat, 2(1), 64–71. https://doi.org/10.46576/rjpkm.v2i1.912

Harmiyanto, J. (2017). Pengaruh kualitas pelayan dan customer relationship management (CRM) terhadap kepuasan pelanggan. Management and Business Review, 1(2), 79–86. https://doi.org/10.21067/mbr.v1i2.4727

Kusmayadi, I. (2019). Kelayakan Keuangan Pengembangan Usaha Air Minum dalam Kemasan (AMDK) di Pulau Lombok. 19, 110–121.

Prasetya, F. N., & So, I. G. (2014). Pengaruh E-Marketing dan E-CRM Terhadap E-Loyalty Website Usaha Komunikasi Pemasaran. Binus Business Review, 5(1), 8–17.

Setyaputri, D. C. (2012). Pengaruh Perceived Value Terhadap Repurchase Intention: Studi pada Sushi Tei Plaza Indonesia [Skripsi]. Universitas Indonesia.

Tjiptono, F. (2017). Service Management: Mewujudkan Layanan Prima (3rd ed.). CV. Andi Offset.

Widiana, I. W., Buana, P. W., & Bayupati, I. P. A. (2020). Pemodelan dan Implementasi Proses Bisnis Berbasis E-CRM Menggunakan Aplikasi VTiger CRM. Jurnal Rekayasa Sistem Dan Teknologi Informasi, 4(3), 418–428.

Wijaya, A. E. H., & Sukawati, T. G. R. S. (2016). Pengaruh Customer Relationship Management dan Good Corporate Governance Terhadap Citra PDAM Tirta Mangutama Kabupaten Badung. E-Jurnal Manajemen Unud, 5, 4071–4100.

Jurnal Informatika Universitas Pamulang Vol. 7 No. 4 Desember 2022

Downloads

Published

2022-12-30

Issue

Vol. 7 No. 4 (2022): JURNAL INFORMATIKA UNIVERSITAS PAMULANG

Section

Article

License

Authors who publish with this journal agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-NonCommercial 4.0 International (CC BY-NC 4.0) that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).

Jurnal Informatika Universitas Pamulang have CC-BY-NC or an equivalent license as the optimal license for the publication, distribution, use, and reuse of scholarly work.

In developing strategy and setting priorities, Jurnal Informatika Universitas Pamulang recognize that free access is better than priced access, libre access is better than free access, and libre under CC-BY-NC or the equivalent is better than libre under more restrictive open licenses. We should achieve what we can when we can. We should not delay achieving free in order to achieve libre, and we should not stop with free when we can achieve libre.

Jurnal Informatika Universitas Pamulang is licensed under a Creative Commons Attribution-NonCommercial 4.0 International (CC BY-NC 4.0)

YOU ARE FREE TO:

  • Adapt : remix, transform, and build upon the material for any purpose, even commercially.
  • The licensor cannot revoke these freedoms as long as you follow the license terms