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Golan Hasan, Golan
Universitas Internatonal Batam
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CUSTOMER RELATIONSHIP MANEGEMENT SEBAGAI STRATEGI RELASIONAL UMKM: STUDI KASUS PADA CAFE ABANG Hasan, Golan; Kavitan, Vebbie; Waty, Indah; Steven, Steven; Gautama, Jocky; Jesslieca, Jesslieca
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.v5i2.371

Abstract

This study aims to describe the implementation of customer relationship management in the culinary-based SME Cafe Abang and evaluate its influence on service quality, customer satisfaction, and customer loyalty. The research applies a qualitative descriptive approach through field observation and in-depth interviews with the business owner. The findings indicate that Cafe Abang intuitively applies CRM through personalized service, a comfortable atmosphere, and consistent communication. Customers respond to this approach with emotional satisfaction and demonstrate loyalty through repeat visits and word-of-mouth recommendations. Service quality emerges as a key element in fostering sustainable relationships, even without formal digital systems. Experience-based CRM practices are proven effective in generating customer loyalty in the context of Small and Medium Enterprises (SMEs). This study confirms that relational strategies focusing on emotional closeness and service consistency can shape loyalty without relying on advanced technology.
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
Dampak Penerapan Customer Relationship Management (CRM) terhadap Kinerja pada PT Champion Mattress Indonesia Manufacturing Hasan, Golan; Anita, Anita; Jolinna, Cindy; Javita, Javita; Natalya, Natalya; Serly, Serly
Jurnal Minfo Polgan Vol. 14 No. 1 (2025): Artikel Penelitian
Publisher : Politeknik Ganesha Medan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33395/jmp.v14i1.14921

Abstract

Customer Relationship Management (CRM) merupakan strategi krusial dalam membangun dan mempertahankan hubungan yang efektif antara perusahaan dan pemangku kepentingan internal maupun eksternal. Penelitian ini bertujuan untuk mengevaluasi implementasi CRM pada PT Champion Mattress Indonesia Manufacturing, sebuah anak perusahaan multinasional asal Tiongkok yang bergerak di sektor manufaktur kasur untuk pasar ekspor. Fokus utama penelitian ini adalah menganalisis pengaruh praktik CRM terhadap efektivitas operasional perusahaan, khususnya dalam konteks pengelolaan hubungan dengan karyawan, pelanggan, dan kantor pusat. Penelitian ini menggunakan pendekatan kualitatif dengan metode wawancara mendalam dan observasi langsung untuk memperoleh data yang komprehensif. Hasil penelitian menunjukkan bahwa komunikasi lintas budaya yang terstruktur serta evaluasi kinerja secara berkala berkontribusi signifikan terhadap peningkatan efisiensi kerja dan pencapaian target perusahaan. Selain itu, penerapan CRM terbukti mampu meningkatkan keterlibatan karyawan serta kepuasan pelanggan, yang secara langsung mendukung kinerja perusahaan secara keseluruhan. Penelitian ini juga mengungkap tantangan dalam koordinasi lintas budaya yang dihadapi perusahaan manufaktur multinasional yang beroperasi di Indonesia. Berdasarkan temuan tersebut, direkomendasikan pembentukan divisi pemasaran khusus untuk pasar domestik guna memperkuat hubungan dengan pelanggan lokal, mengurangi ketergantungan terhadap pasar ekspor, serta menjembatani komunikasi antara unit produksi dan kantor pusat. Penelitian selanjutnya disarankan untuk mengeksplorasi pemanfaatan teknologi digital dalam optimalisasi CRM di lingkungan manufaktur yang multikultural.
Co-Authors Abd. Rohim Alamsyah Ade Pratama Agika Wasinta Br Sembiring Alzi Amri, Muhammad Ikhwanul Ana Andina Fasha, Andina Andrew Andrew Angeline Angeline Angeline, Dewi Anita Anita Ardianata, Kristi Ardila Ardila Aria Wibawa Ariyanto, Hepy Hefri Armando, Pandapotan Rafli Azwin Handoko Benny benny Brahmantya Chriswardhana Brecillia, Vanesha Cahyani, Natasya Calvin Wijaya Celyn, Joy Chang, Jesseline Christella, Christella Christina Christina Conny Agustin Danielson Dedy Cahyono Dennis Lim Derry Derry Devina Wistiasari Dian Sabrina Dyfan Eddyanto, Dicky Elviana Elviana Elviana Elviana Elvina Enjelica Enjelita Enjelita Erika Erika Erika Gustian Fauzi Erlin Erni Erni Erni Ervi Scorpianti Ervi Scorpianti Estefania Estefania Eva Noorliana Fahlevi, Renza Fandion Melsen Febby Febby Febiana, Jessica Feby Feby Fitria Salim Ferdawson, Ferdawson Fernando, Figo Fidia Fidia Filrando, Ariendy Fionna Fitri Fitri Frendy Frendy Frenky, Frenky Gautama, Jocky Giorgyna Giorgyna Goh, Maggie Hanita Bina Hendra Hendra Hendri Wijaya Herman Hernando Heryanto Heryanto Houce Mariano I, Reyhan Agustival Indah Indah INDAH NOVITASARI Intan Permata Javita, Javita Jenny Catherine Jenny Kartika Dewi Jenny Lim Jenny Lim Jessica Jessica Jesslieca, Jesslieca Jessy Jimmy Tjong Jolie, Veren Apriana Jolinna, Cindy Josline Joy Celyn Justin, Justin Karina Karina Kavitan, Vebbie Kelfi Yanti Limanda Kelly Kelly Kelvin Kenny Marcella 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 Miftachul Choiri Mon, Muhammad Donal Muhamad Aidil Basri Muhammad Rizky 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 Putri, Shieny Tan R. Iqratul Iman Rahel Nur Hamidah Randy Randy Ratih Anggraini, Ratih Raymond Reandy, Davis Rebecca Friska Ria Bintan Napitupulu Ricaprio, Jeksen Richart Richart Ricky Ricky Ricky Wibowo Rio Fernando Rooney, Rooney Salsabilah Sirait Saputra, Antoni Scorpianti, Ervi Seren Seren Serly, Serly Setyawan, Agustinus Sherlen, Sherlen Sherlyn, Sherlyn Shevia Shevia Silfia Nadilla Pattikawa Stefanie Stefanie Stefanie Stefanie Stella Stella Steven Steven Stiawan, Mulkan Susanti Susanti Sylvia Sylvia Tan, Angelica Tan, Janes Tan, Jordhan Tan, Selina Thomas Eddison Tondy Tondy Tyana Tyana Valen Oktavianti Vanessa Flesya Vanessa Vanessa Vera Novilia Vina Liesty Indriani Vinco Vinco Viviana Angesty Waty, Indah Wen Jun, Ervin Setyawan Al Wijaya, Roger Candra William William Winky, Winky Winson Leon Winson Leon Winson Winson Yandi Suprapto Yandra Yandra Yendiarti Yendiarti Yeria, Winny Yohana Juwitasari Hulu Yulianti, Rosa Yuyu Enjelia