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All Journal Efisiensi : Kajian Ilmu Administrasi Jurnal Ilmiah Mahasiswa Ekonomi Manajemen Jurnal Mirai Management Journal of Accounting and Management Innovation Resona : Jurnal Ilmiah Pengabdian Masyarakat EKONOMIS : Journal of Economics and Business Dinamisia: Jurnal Pengabdian Kepada Masyarakat REKAMAN (Jurnal Riset Ekonomi Bidang Akuntansi dan Manajemen) Technomedia Journal SEIKO : Journal of Management & Business NUSANTARA : Jurnal Ilmu Pengetahuan Sosial JURNAL PENDIDIKAN TAMBUSAI Jesya (Jurnal Ekonomi dan Ekonomi Syariah) YUME : Journal of Management EKUITAS (Jurnal Ekonomi dan Keuangan) eCo-Buss Jurnal Sains dan Teknologi International Journal of Economics Development Research (IJEDR) Prosiding National Conference for Community Service Project Management Studies and Entrepreneurship Journal (MSEJ) Jurnal Manajemen Universitas Bung Hatta Jurnal Pengabdian kepada Masyarakat Nusantara Economics and Digital Business Review Journal of Sustainable Business Hub (JSBH) Ilomata International Journal of Management Holistics Journal PROFICIO: Jurnal Pengabdian Masyarakat Jurnal Ilmu Ekonomi Manajemen dan Akuntansi Journal of Accounting and Management Innovation Al Khidma: Jurnal Pengabdian Masyarakat Jurnal Minfo Polgan (JMP) Jurnal Relevansi : Ekonomi, Manajemen dan Bisnis Jurnal Pengabdian Masyarakat : Pemberdayaan, Inovasi dan Perubahan COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat Batara Wisnu : Indonesian Journal of Community Services Bussman Journal : Indonesian Journal of Business and Management Jurnal Pengabdian Masyarakat Akademisi Bulletin of Management and Business NUSANTARA: Jurnal Pengabdian Kepada Masyarakat Journal of Social And Economics Research Jurnal Manajemen dan Pemasaran Jasa Journal of Artificial Intelligence and Digital Business Wawasan : Jurnal Ilmu Manajemen, Ekonomi dan Kewirausahaan e-Jurnal Apresiasi Ekonomi JPNM : Jurnal Pustaka Nusantara Multidisiplin Conference on Management, Business, Innovation, Education and Social Sciences (CoMBInES) Conference on Community Engagement Project (Concept) Conference on Business, Social Sciences and Technology (CoNeScINTech) Social Engagement: Jurnal Pengabdian Kepada Masyarakat Al-Zayn: Jurnal Ilmu Sosial & Hukum GEMBIRA (Pengabdian Kepada Masyarakat) Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Smart Dedication: Jurnal Pengabdian Masyarakat Asian Journal of Management, Entrepreneurship and Social Science Jurnal Riset Multidisiplin Edukasi PESHUM Jurnal Manajemen dan Pemasaran Balance: Jurnal Ekonomi
Golan Hasan, Golan
Universitas Internatonal Batam
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MANAJEMEN HUBUNGAN PELANGGAN PADA UMKM ARE SINGKONG BALADO Hasan, Golan; Eddyanto, Dicky; Tan, Jordhan; Sherlyn, Sherlyn
Bussman Journal : Indonesian Journal of Business and Management Vol. 5 No. 2 (2025): Bussman Journal | Mei - Agustus 2025
Publisher : Gapenas Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53363/buss.v5i2.378

Abstract

This study aims to analyze the application of customer relationship management (CRM) in MSMEs Are Singkong Balado. Are Sakkong Balado is an MSME engaged in the production and sale of balado cassava snacks. The research was conducted using a qualitative method through direct observation and interviews with business owners. The analysis is conducted using a CRM framework that includes customer identification, customer differentiation, interaction with customers, and service personalization. The results of the research show that Are Singkong Balado has implemented several aspects of CRM in running its business. Customer identification is done by segmenting customers based on frequency and number of purchases. Loyal customers are given special treatment such as discounts and service priority. Interaction with customers is done through social media and messaging apps. Service personalization is realized by offering products based on customer preferences. However, the implementation of CRM at Are Singkong Balado is still not optimal. There is no structured customer data recording system, making it difficult to analyze customer behavior and needs. The use of technology for CRM is also still minimal. Therefore, Are Singkong Balado needs to develop a more comprehensive and integrated CRM strategy by utilizing relevant technology. With a better CRM, Are Cassava Balado can increase customer loyalty, maintain business growth, and stay ahead of the competition.
PERAN CUSTOMER RELATIONSHIP MANAGEMENT PADA UMKM LOCKY CHICKEN Hasan, Golan; Mellysa, Mellysa; Jolie, Veren Apriana; Ricaprio, Jeksen
Bussman Journal : Indonesian Journal of Business and Management Vol. 5 No. 2 (2025): Bussman Journal | Mei - Agustus 2025
Publisher : Gapenas Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53363/buss.v5i2.381

Abstract

This research aims to analyze the implementation of Customer Relationship Management (CRM) at UMKM Locky Chicken, a culinary business in Pontianak which has shown significant development since the end of 2023. In the context of the competitive culinary industry, CRM plays a strategic role in increasing customer loyalty and optimizing business operational efficiency. However, limited resources and technological infrastructure are the main challenges in implementing CRM optimally. This research uses a descriptive qualitative approach with data collection methods through online interviews and social media content analysis (@lockyfood.id). The research results revealed that 80% of customer interactions, including orders, complaints and feedback, were carried out via the WhatsApp and Instagram platforms without an integrated recording system. This condition causes around 30% of complaints related to delivery delays not to be handled effectively. As a recommendation, the study suggests utilizing simple CRM tools such as structured spreadsheets or free CRM platforms such as HubSpot to increase customer retention by up to 20%. These findings can be a reference for MSME players in the culinary sector in designing effective CRM strategies at affordable costs.
ANALISIS STRATEGI CUSTOMER RELATIONSHIP MANAGEMENT PADA PT. ALPHA CENTRAL PROPERTINDO Hasan, Golan; Vanessa, Vanessa; Filrando, Ariendy; Christina, Christina; Reandy, Davis; Ferdawson, Ferdawson
Bussman Journal : Indonesian Journal of Business and Management Vol. 5 No. 2 (2025): Bussman Journal | Mei - Agustus 2025
Publisher : Gapenas Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53363/buss.v5i2.386

Abstract

In today’s competitive digital era, Customer Relationship Management (CRM) strategies have become a crucial element in maintaining and enhancing customer loyalty. This study aims to explore the implementation of CRM at PT. Alpha Central Propertindo, a property management company based in Batam City that actively utilizes social media and digital technology to build relationships with its customers. A qualitative-descriptive approach was employed through interviews and direct observations to understand the company’s communication strategies, service personalization, and digital innovation. The findings show that PT. Alpha Central Propertindo has successfully fostered customer loyalty through a combination of operational, analytical, and collaborative CRM strategies, as well as the use of social media as a two-way communication channel. The study also identifies several key factors contributing to CRM success, such as technological support, human resource competence, and effective program management. This research is expected to provide insights for other companies in implementing CRM effectively and sustainably.
IMPLEMENTASI MANAJEMEN HUBUNGAN PELANGGAN PADA UMKM LUMINOUS FLORAL Hasan, Golan; Heryanto, Heryanto; Yulianti, Rosa; Saputra, Antoni
Bussman Journal : Indonesian Journal of Business and Management Vol. 5 No. 2 (2025): Bussman Journal | Mei - Agustus 2025
Publisher : Gapenas Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53363/buss.v5i2.387

Abstract

This study aims to analyze the Customer Relationship Management (CRM) strategies implemented by Luminous Floral, a florist business that has been operating since January 2024. Amidst the increasingly competitive florist industry, this research evaluates the effectiveness of digital marketing and experiential marketing approaches in building customer loyalty. A qualitative case study approach was employed, with data collected through customer feedback, direct observation, and social media analysis. The CRM framework used encompasses three key aspects: customer acquisition, customer retention, and customer expansion. The findings are expected to provide a comprehensive understanding of the importance of personal, responsive, and digital customer relationship management in enhancing brand awareness and customer loyalty, particularly for micro, small, and medium enterprises (MSMEs) in the florist sector. These insights may also serve as a practical reference for MSME practitioners in designing adaptive and customer-oriented marketing strategies.
PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) UNTUK OPTIMALISASI KEPUASAN PELANGGAN DI PT BINTANG BAHAGIA KALINDO Hasan, Golan; Febiana, Jessica; Angeline, Dewi; Tan, Angelica; Fernando, Figo; Justin, Justin
Bussman Journal : Indonesian Journal of Business and Management Vol. 5 No. 2 (2025): Bussman Journal | Mei - Agustus 2025
Publisher : Gapenas Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53363/buss.v5i2.388

Abstract

The implementation of Customer Relationship Management (CRM) is an important strategy in increasing customer satisfaction at PT Bintang Bahagia Kalindo. This research aims to analyze the effectiveness of CRM in building long-term relationships with customers and increasing their loyalty to the company's products and services. The research method used is a qualitative approach with interviews and observations of the implemented CRM strategy. The results show that optimal CRM implementation, such as service personalization, customer database utilization, and responsive communication, has a positive impact on customer satisfaction. In addition, the integration of technology in CRM makes it easier for companies to understand customer needs and provide more effective services. Thus, CRM acts as a key factor in improving the competitiveness and business sustainability of PT Bintang Bahagia Kalindo.
ANALISIS PENERAPAN MANAJEMEN HUBUNGAN PELANGGAN PADA UMKM BOS ALPUKAT DI KOTA BATAM Hasan, Golan; Amri, Muhammad Ikhwanul; Cahyani, Natasya; Nanda, Monica; Brecillia, Vanesha
Bussman Journal : Indonesian Journal of Business and Management Vol. 5 No. 2 (2025): Bussman Journal | Mei - Agustus 2025
Publisher : Gapenas Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53363/buss.v5i2.389

Abstract

This study aims to analyze the application of customer relationship management (CRM) in Bos Alpukat MSMEs located in Batam City. This MSME is engaged in the avocado-based contemporary beverage sector and relies on digital strategies and direct interaction in reaching and retaining customers. Using a descriptive qualitative approach, data was obtained through semi-structured interviews with business owners and field observations of operational activities and digital communication strategies. The results show that Bos Alpukat has implemented several important dimensions of CRM, such as focus on key customers, use of social media-based technology, and responsive service. However, the implementation of customer data recording systems and knowledge management has not been optimized. By strengthening customer data utilization and strategic relationship management, Bos Alpukat has the potential to increase long-term customer loyalty and value. This research is expected to contribute to the development of adaptive CRM strategies in a resource-constrained but digitally dynamic MSME environment.
ANALISIS PENERAPAN MANAJEMEN HUBUNGAN PELANGGAN PADA UMKM ALMIRA’S CAKE DIKOTA BATAM Hasan, Golan; Indah, Indah; Sherlen, Sherlen; Tan, Selina; Ardianata, Kristi; Frenky, Frenky; Rooney, Rooney; Derry, Derry
Bussman Journal : Indonesian Journal of Business and Management Vol. 5 No. 2 (2025): Bussman Journal | Mei - Agustus 2025
Publisher : Gapenas Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53363/buss.v5i2.390

Abstract

Micro, Small and Medium Enterprises (MSMEs) have an important role in driving national economic growth, including in Batam City, which is showing rapid development in the food and beverage sector. Almira's Cake, as one of the local MSMEs engaged in home cake production, shows great potential in attracting and retaining consumers. However, relationships with customers are still built conventionally without a structured Customer Relationship Management (CRM) system. This research aims to analyze the extent of CRM implementation at Almira's Cake and evaluate opportunities for developing a more effective CRM strategy. The research method used is descriptive qualitative with data collection techniques in the form of interviews, observations, and literature studies. The results of this study are expected to provide a deeper understanding of the importance of CRM in increasing customer loyalty and competitiveness of MSMEs in the midst of a competitive market.
PENGARUH CRM DAN PROMOSI TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN UMKM LAUNDRY QIWA Hasan, Golan; Wibawa, Aria; Armando, Pandapotan Rafli; Ricky, Ricky
Bussman Journal : Indonesian Journal of Business and Management Vol. 5 No. 2 (2025): Bussman Journal | Mei - Agustus 2025
Publisher : Gapenas Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53363/buss.v5i2.399

Abstract

This study analyzes the effect of price and promotion on customer satisfaction and loyalty at MSME Laundry QIWA in Batam. For five years, QIWA Laundry has built loyalty through competitive pricing strategies and promotions, such as shuttle services and discounts. The study aims to identify the role of customer satisfaction as a mediator between price, promotion, and customer loyalty to maintain competitiveness in the laundry market. A qualitative approach was used with in-depth interviews and participatory observation, as well as purposive sampling techniques to select respondents. The main variables include price, promotion, customer satisfaction as mediation, and loyalty as dependent variable. The results show that competitive pricing and attractive promotions increase customer satisfaction, which in turn plays a significant role in increasing loyalty. Satisfied customers are more likely to return to use QIWA Laundry services and recommend it to others, confirming the close relationship between customer satisfaction and loyalty
ANALISIS HUBUNGAN PELANGGAN DALAM STRATEGI BISNIS PADA JOHZO HAIRDRESSING Hasan, Golan; Christella, Christella; Wen Jun, Ervin Setyawan Al; Randy, Randy
Batara Wisnu : Indonesian Journal of Community Services Vol. 5 No. 2 (2025): Batara Wisnu | Mei - Agustus 2025
Publisher : Gapenas Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53363/bw.v5i2.390

Abstract

Customer relationship management (CRM) is a crucial aspect in increasing customer loyalty and maintaining business sustainability, especially for companies in the beauty industry sector. This research aims to analyze the implementation of CRM at Johzo hairdressing to understand the effectiveness of the customer relationship strategy implemented. Through observation and interviews with the company's management and customers, this research identifies factors that contribute to the success and challenges in building customer relationships. The results show that optimal CRM implementation can increase customer satisfaction, which in turn has an impact on company loyalty and competitiveness. However, there are still obstacles such as technological limitations and lack of in-depth understanding of CRM strategies. Thus, this study recommends strengthening education related to CRM and increasing the utilization of digital technology in managing customer relationships.
MEMBANGUN LOYALITAS PELANGGAN MELALUI PENDEKATAN CRM DI UMKM: STUDI PADA PT. ADABAN MAKMUR SUKSES Golan Hasan; Josline; Jenny Kartika Dewi; Rebecca Friska; Kelvin; Rio Fernando
Journal of Social and Economics Research Vol 7 No 1 (2025): JSER, June 2025
Publisher : Ikatan Dosen Menulis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54783/jser.v7i1.897

Abstract

Penelitian ini bertujuan untuk menganalisis praktik manajemen hubungan pelanggan (CRM) di PT Adaban Makmur Sukses, distributor resmi ban Goodyear di Kota Batam. Perusahaan mencatat nomor telepon setiap pelanggan yang melakukan transaksi, yang kemudian digunakan untuk komunikasi pemasaran dan layanan purna jual. Penelitian ini mengevaluasi efektivitas strategi tersebut dan mengaitkannya dengan teori CRM yang relevan. Hasilnya menunjukkan bahwa strategi awal yang dilakukan sudah sesuai dengan prinsip dasar CRM, namun masih terdapat kekurangan dalam segmentasi dan personalisasi pesan.
Co-Authors Abd. Rohim Alamsyah Ade Pratama Agika Wasinta Br Sembiring Alexander Alexander Alzi Amri, Muhammad Ikhwanul Ana Andina Fasha Andina Fasha, Andina Andina Fasha, Dewi Khornida Marhaeni Andrew Andrew Angeline Angeline Angeline, Dewi Anita Anita Ardianata, Kristi Ardila Ardila Aria Wibawa Ariyanto, Hepy Hefri Armando, Pandapotan Rafli Azwin Handoko Baihaqi, Ahmad Azka Benny benny Brahmantya Chriswardhana Brecillia, Vanesha Bryan, Gaffrendo Cahyadi, Julia Vanessa Cahyani, Natasya Calvin Wijaya Celline Ong Celyn, Joy Celyne Chintya Yan Chang, Jesseline Cheryn Kang Chevanton, Javier Christella, Christella Christina Christina Cindy Jolinna Citra Arka Putri Conny Agustin Danielson Dedy Cahyono Dennis Lim Derry Derry Deryyn Deryyn Devina Wistiasari Dian Sabrina Difa, Syarah Dyfan Eddyanto, Dicky Edison Edison Ella Kristia Elva Jesicca Elviana Elviana Elviana Elviana Elvina Enjelica Ency Ency Enjelita Enjelita Erika Erika Erika Gustian Fauzi Erlin Erni Erni Erni Ervi Scorpianti Ervi Scorpianti Ervi Scorpianti Estefania Estefania Eva Noorliana Fahlevi, Renza Fandion Melsen Febby Febby Febiana, Jessica Febriana Kinadi Feby Feby Fitria Salim Felix Chadric Ferdawson, Ferdawson Fernando, Figo Fidia Fidia Filrando, Ariendy Fionna Fitri Fitri Frendy Frendy Frenky, Frenky Gautama, Jocky Giorgyna Giorgyna Goh, Maggie Hanita Bina Hansen, Vrans Hendra Hendra Hendra Hendra Hendri Wijaya Heriyanto Heriyanto Herman Hernando Heryanto Heryanto Houce Mariano Hudana Hudana Hudana Rizki Indah Indah INDAH NOVITASARI Intan Permata Iven Santika Jason Sanjaya Javita javita Jenny Catherine Jenny Kartika Dewi Jenny Lim Jenny Lim Jessica Jessica Jesslieca, Jesslieca Jessy Jimmy Tjong Joanne Joanne Jolie, Veren Apriana Jolyn Joselyn Tanvera Josline Joy Celyn Justin, Justin Karina Karina Kavitan, Vebbie Kelfi Yanti Limanda Kelly Kelly Kelvin Kenny Marcella Kerlin Kevin Angelino Kevin Tjoa Kho, Karen Kiki Nadila Lady Lady Leon, Winson Liana Ester lydia then Maryati Maryati Maryati Maryati Meirita Sita Dewi Meliana Melisa Putri Pane Mellysa, Mellysa Melodya, Deslyn Metta Noviani Michael Setiawan Michelle Kwok Miftachul Choiri Mon, Muhammad Donal Muhamad Aidil Basri Muhammad Rizky Mulkan Stiawan Mutiara Kamilatunnaimah Nainggolan, Ferdinand Nanda, Monica Natalya Natalya Nevi Ariyu De Utami Ng, Selina Nia Rusiana Nicholas Fernandes Nida Ohanna Novita Novita Okta Riza Oktaviana Oktaviana Pattikawa, Silfia Nadilla Peter Macnico Pratama, Amelia Jeny Putra, Edy Yulianto Putri Siti Rohaizat Putri Siti Rohaizat R. Iqratul Iman Rahel Nur Hamidah Randy Randy Ratih Anggraini, Ratih Raymond Reandy, Davis Rebecca Friska Rendy Frederika Reyhan Agustival I Ria Bintan Napitupulu Ricaprio, Jeksen Richart Richart Ricky Ricky Ricky Wibowo Ridhwan, Dafina Humairoh Althof Rio Fernando Rooney, Rooney Rosdiana Sahda Fatonah Salsabila Sopyan Salsabilah Sirait Saputra, Antoni Saputra, Jacky Scorpianti, Ervi Seren Seren Serly Serly Setyawan, Agustinus Shafie Mohamed Zabri Sharfina Intan Nuraini Sherlen, Sherlen Sherlyn, Sherlyn Shevia Shevia Siau Phe Silfia Nadilla Pattikawa Sim Hwa Hwa Sirait, Muhammad Frem Ridhoqa Stefanie Stefanie Stefanie Stefanie Stella Stella Steven Steven Suheri, Falda Susanti Susanti Sylvia Sylvia Sylviany Chandra Tan, Angelica Tan, Janes Tan, Jordhan Tan, Selina Thomas Eddison Tjendra, Melda Tondy Tondy Tyana Tyana Valen Oktavianti Valent Valent Vanessa Flesya Vanessa Vanessa Vebbie Kavitan Venessa Margareta Venessa Margareta Vera Novilia Verina Amelia Verina Amelia Vina Liesty Indriani Vinco Vinco Viviana Angesty Waty, Indah Welly, Welly Wen Jun, Ervin Setyawan Al Wijaya, Roger Candra William William Winky, Winky Winsen Winson Leon Winson Leon Winson Winson Wyllun Yandi Suprapto Yandra Yandra Yendiarti Yendiarti Yohana Juwitasari Hulu Yulianti, Rosa Yuyu Enjelia