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All Journal Agroland : Jurnal Ilmu-Ilmu Pertanian Jurnal Simetris Biota: Jurnal Ilmiah Ilmu-Ilmu Hayati Jurnal Administrasi Bisnis Jurnal Administrasi Bisnis (JABis) Jurnal Informatika dan Teknik Elektro Terapan Jurnal Ilmiah Teknik Mesin Jurnal Ilmiah Dinamika Rekayasa (DINAREK) BERITA BIOLOGI JURNAL BIOLOGI INDONESIA Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) Tafaqquh: Jurnal Penelitian Dan Kajian Keislaman Pendas : Jurnah Ilmiah Pendidikan Dasar JURNAL TEKNIK INFORMATIKA DAN SISTEM INFORMASI Jurnal Inotera Scientific Journal of Reflection : Economic, Accounting, Management and Business Martabe : Jurnal Pengabdian Kepada Masyarakat JUTEKS Journal of Psychology and Instructions JURNAL KOMUNIKATIO AL-TANZIM : JURNAL MANAJEMEN PENDIDIKAN ISLAM Jurnal INTECH Teknik Industri Universitas Serang Raya JOURNAL OF APPLIED BUSINESS ADMINISTRATION Satwika : Kajian Ilmu Budaya dan Perubahan Sosial Media Karya Kesehatan SCAFFOLDING: Jurnal Pendidikan Islam dan Multikulturalisme Advances in Food Science, Sustainable Agriculture and Agroindustrial Engineering (AFSSAAE) Abdi Dosen : Jurnal Pengabdian Pada Masyarakat JOSSAE (Journal of Sport Science and Education) Dinasti International Journal of Digital Business Management Jurnal Pengabdian Masyarakat Khatulistiwa JuTEkS (Jurnal Teknik Elektro dan Sains) Publipreneur Polimedia: Jurnal Ilmiah Jurusan Penerbitan Politeknik Negeri Media Kreatif Community Empowerment JiTEKH (Jurnal Ilmiah Teknologi Harapan) Jurnal Media Ekonomi MAHATANI: Jurnal Agribisnis (Agribusiness and Agricultural Economics Journal) MAVIB Journal : Jurnal Multimedia Audio Visual and Broadcasting Education Achievement: Journal of Science and Research El-Ecosy : Jurnal Ekonomi dan Keuangan Islam Media Publikasi Promosi Kesehatan Indonesia (MPPKI) AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis AKADEMIK: Jurnal Mahasiswa Humanis Journal Of Human And Education (JAHE) Jurnal Riset Ilmu Ekonomi dan Bisnis Jurnal Sistem Informasi Mahakarya (JSIM) Realita: Jurnal Penelitian dan Kebudayaan Islam Digital Transformation Technology (Digitech) Bandung Conference Series: Business and Management TAKSONOMI Edu Sosial : Jurnal Pendidikan Ilmu Pengetahuan Sosial Tarbiyah bil Qalam : Jurnal Pendidikan Agama dan Sains Abdi Bhara: Jurnal Pengabdian Kepada Masyarakat Jurnal Mutiara Ilmu Akuntansi Journal of Artificial Intelligence and Digital Business Gunung Djati Conference Series Innovative: Journal Of Social Science Research Jurnal Hukum dan Sosial Politik SLUMP TeS : Jurnal Teknik Sipil Jurnal ASIK: Jurnal Administrasi, Bisnis, Ilmu Manajemen & Kependidikan International Journal of Multidisciplinary Research of Higher Education (IJMURHICA) Biner : Jurnal Ilmu Komputer, Teknik dan Multimedia Dahzain Nur Riwayat: Educational Journal of History and Humanities AI dan SPK : Jurnal Artificial Intelligent dan Sistem Penunjang Keputusan Sintaksis: Publikasi Para Ahli Bahasa dan Sastra Inggris Jurnal Pengabdian Masyarakat Aksioreligia : Jurnal Studi Keislaman ABDI UNISAP: Jurnal Pengabdian Kepada Masyarakat Journal of Community Empowerment Spektra : Jurnal Ilmu-ilmu Sosial Jurnal Nusa Akuntansi Jurnal Ilmiah Informatika dan Komputer Cahaya Pengabdian JP2N: Jurnal Pengembangan Dan Pengabdian Nusantara KINERJA : Jurnal Ekonomi dan Bisnis Strength : Jurnal Penelitian Teknik Mesin AL-MUFIDAH : Jurnal Pengabdian Kepada Masyarakat AIQU: Journal Multidiscipliner of Science Jurnal Dedikasi Abdi Masyarakat
Muhamad Ridwan
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Journal : Journal of Community Empowerment

 1 
DIGITALISASI LAYANAN PELANGGAN UMKM: PELATIHAN PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) PADA SENTRA IKM JADAH TEMPE KALIURANG, SLEMAN Firdausi, Asri Sekar Mawar; Religia, Yoga; Naingolan, Dedy Sunaryo; Ridwan, Muhamad
Journal of Community Empowerment Vol 4, No 2 (2025): September
Publisher : Universitas Muhammadiyah Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31764/jce.v4i2.34784

Abstract

ABSTRAK                                                                            Sentra IKM Jadah Tempe di Kaliurang, Kecamatan Pakem, Kabupaten Sleman, Daerah Istimewa Yogyakarta merupakan klaster usaha kuliner tradisional dengan potensi ekonomi lokal yang signifikan. Namun, sebagian besar pelaku usaha masih mengandalkan pencatatan manual dan pendekatan konvensional dalam mengelola pelanggan, sehingga pengelolaan relasi pelanggan belum optimal. Program pengabdian kepada masyarakat ini memperkenalkan konsep CRM dan alat digital kepada 32 peserta dari Sentra IKM Jadah Tempe di Kaliurang dengan tujuan agar dapat meningkatkan keterampilan pada pelayanan pelanggan yang diharapkan akan mendorong loyalitas. Pelatihan dilaksanakan pada tanggal 22 April 2025 dengan fokus pada konsep dasar CRM, manajemen data pelanggan, serta demonstrasi aplikasi digital. Metode pelatihan mencakup ceramah interaktif, diskusi kelompok, simulasi, dan praktik langsung penginputan data penjual serta pelanggan ke dalam aplikasi berbasis CRM. Evaluasi dilakukan melalui pre-test dan post-test, observasi, serta lembar umpan balik. Hasil pelatihan menunjukkan adanya peningkatan pemahaman peserta sebesar 55%, dengan 27 dari 32 peserta berhasil menyelesaikan simulasi pembuatan database pelanggan dan merancang strategi loyalitas sederhana. Peserta menunjukkan antusiasme tinggi, dengan 90% menyatakan bahwa CRM relevan dengan usaha mereka. Pelatihan ini menegaskan pentingnya keterampilan pengelolaan pelanggan berbasis digital bagi UMKM sektor kuliner, serta membuktikan bahwa intervensi yang terarah dan praktis dapat mendorong kesiapan digital dan strategi berorientasi pelanggan pada klaster bisnis tradisional. Sebagai tindak lanjut, Sentra IKM Jadah Tempe berencana membentuk tim CRM internal didampingi tim pengabdian UPN Veteran Yogyakarta dan menerapkan sistem basis data pelanggan secara rutin sebagai upaya keberlanjutan untuk memperkuat daya saing dan loyalitas pelanggan dalam jangka panjang. Kata kunci: Pelatihan; UMKM; customer relationship management; digitalisasi  ABSTRACTThe Jadah Tempe Small and Medium Industries (IKM) Center in Kaliurang, Pakem District, Sleman Regency, Special Region of Yogyakarta, is a traditional culinary business cluster with significant local economic potential. However, most business owners still rely on manual record-keeping and conventional approaches in managing customer relationships, resulting in suboptimal customer relationship management. This community service program introduced the concept of Customer Relationship Management (CRM) and digital tools to 32 participants from the Jadah Tempe IKM Center in Kaliurang. The program aimed to enhance customer service skills, which are expected to foster greater customer loyalty. The training was held on April 22, 2025, focusing on fundamental CRM concepts, customer data management, and demonstrations of digital CRM applications. The training methods included interactive lectures, group discussions, simulations, and hands-on practice in entering seller and customer data into a CRM-based application. Evaluation was conducted through pre- and post-tests, observations, and participant feedback forms. The results showed a 55% increase in participants’ understanding, with 27 out of 32 participants successfully completing the simulation of building a customer database and designing simple loyalty strategies. Participants demonstrated high enthusiasm, with 90% stating that CRM was relevant to their businesses.This training highlights the importance of digital customer management skills for micro, small, and medium enterprises (MSMEs) in the culinary sector and demonstrates that targeted and practical interventions can effectively enhance digital readiness and customer-oriented strategies in traditional business clusters. As a follow-up, the Jadah Tempe IKM Center plans to establish an internal CRM team, supported by the UPN “Veteran” Yogyakarta community service team, and to implement a regular customer database system as a sustainability effort to strengthen competitiveness and customer loyalty in the long term. Keywords: Training; MSMEs; customer relationship management; digitalization
Co-Authors Abdul Halim Anshor Abdul Multi Abdul Qodir Zaelani, Nurfadillah Abdul Rahim Abdul Rahman Singkam Abdus Salam, Abdus Achmad Fauzi DH Adi Kurniawan Adinasa, Muhammad Nu'man Adna, Muhamad Bakhrul Aep Surahto Agus Riyadi Ahmad Jalaludin, Ahmad Ahmad Yusri Ahmad Zaki Ahmadi, Esa Ahya, Istiqomah Nur Aisyah Nurul Aeni Ajeung Silva Syara Noor Silmi Sudrajat Akhyaris Royan Fatkhu Rokhmat Ali Alamsyah Kusumadinata ALIMUDIN Alkhairi, Aulia Azmi Alvian Alvin Mubarok Amin, Alifal Qadri Anas, Marnisyah Anggrasari, Herdiana Anggun Sari, Putri Aniesa Samira Bafadhal Aniva Dea Imani Annisya Nazwa Salsabila Anwar, Fakhirah Rizqy APRILIA, ARRAHMAH apriyanto, budi Arbeit, Abraham Aldo Arifin Noor Sugiharto Aristiawan, Yudistira Pratama Armed Tahyas Arnanda, Niko Septa Asfaroni, Asfaroni Asnita Frida Sebayang Aspandi, Ade Asykur, Muamar Atiek Iriany Atina, Vihi Atun Darmayanti Aulia, Farras Awalludin, Muhamad Fahmi Azis Wisnu Widhi Nugraha Bahmid I Magi Basri Basri Basri Berlison, Alif Mayrossi Bhimantara, Agung Prakoso Budi Santoso Catur, Maria Ulfah Celsyah Cindi Eva Sundari Citra, Devi Darmawan, Diki Darmayanti Desrianti, Dewi Immaniar Desti Aryani Dhika Cahyasita Dlis, Firmansyah Dul Muid Dwi Nyamiati, Retno Dwi, Hendrati Ema Utami Endah Rahayu ENDANG TRI MARGAWATI Endawati, Siti Engkizar, Engkizar Fajriah, Intan Nurul Faslia, Faslia Fathussurur, Muhamad Ibnu Fayyaza, Adiela Ferdi Hasan Ferdian Eko Diharjo Ferdiansyah Ferdiansyah Firdausi, Asri Sekar Mawar Firmansah, Muhamad Aja Fitri Awaliyah Fitri, Miftahul Fitrianni, Sulistia Galih Prakoso, Galih Gawise, Gawise Ghofur, Befri Ahmad Abdul Gozali, Sulton Muhamad Gunawan Haekel Thadjrizky Halimatusadiyah Hamid Alwi Harahap Hartanti , Dwi Hasidin, Fajar Hesti Susilawati Hidayat, Ebied Humaid, Hidayat Ihwah S, Bima Luthfi Ilham Syahroni, Muhamad Imas Sumiati . Indra, Asep Indriawati Indriawati Indriawati, Indriawati Intani, Arvita Emarilis Iqlima, Iqlima Irwan Irwan Iye, Risman Jadiaman Parhusip, Jadiaman Jayawarsa, A.A. Ketut Jenny Primanita Diningrum, Jenny Primanita Joni Arif, Jufri Jumaydin, Jumaydin Jumiarni, Dewi Kaji Janwar Ajis Kamalludin Khoiril Anam, Khoiril Khoirunisa, Salsa Aulia Khunute Mar Talley Kinasih, Sekar La Hanuddin La Jidi Laili Rahayuwati Lailie, Shofie Nurul Lala Intan Nurcahyani Liani, Hila Listyanto, Rudy Effendi Luki Fajar R Lukmanul , Lukmanul Lusmawati , Lusmawati M. Aqil Siraj Zaini Mabarok, Alvin Mahmudah , Siti Makmur Makmur Mamat Lukman Manan, Manan Maria Fitriah Mariana, Sri Marlina, Iin Martias, Angga Masayu Rahmia Anwar Putri, Masayu Rahmia Anwar Masbah R.T. Siregar Maudin Maudin, Maudin Maulana, Harry Fajar Maulida, Utami Mawabagja, Dico Meirina, Nadia Putri Meitasari, Indah Mesakh Miftahul Ulum Moch. Hoerul Gunawan Moh Khoerul A Mufrodi Muhamad Sahrul Zayan Muhammad Adrezo Muhammad Heru Rizal Muhammad Husnu Muhammad Ramdhan Musthofa Galih Pradana Muttaqien, Ryan Muttaqin, Muhammad Azhar Muzakki, Yazki Naingolan, Dedy Sunaryo Nastiti, Adriani Sri Nastiti, Adriani Sri Neneng Hasanah Nilna Azizatus Shofiyyah Nova Darmanto NOVIANA, WIDYAH Novitasari, Sela Nur Hidayat Nurhuda Maulana Nurma Nurohimah, Nadiya Nursiwan, Asep Nurul Afifah Arifuddin Oktapiandi, Siti Alianti P. Utaminingrum, Hetty Irawati P. Utaminingrum, Hetty Irawati Perani Rosyani Prasetyawan, Purwono Pratiwi, Ananda Audya Pratiwi, Annaba Ajeng Putra, Gilang Fajarafath Putra, Sony Adiya Putri Tasya Agustina Tampubolon Putri, Ghima Septia Rahayu, Dwi Mandasari Rahma, Kayla Olivia Rahman, Adika Rahmat Haniru Raju Ramadhan, Abiyyu Sahrul Ramadhoni, Fiqri Ramdhan*, Muhammad Ramli Ali Rangga Pinastawa, I Wayan Rani Darmayanti RB. Tri Joko Wibowo Rezha Zulfikar Abdillah Rezsky Al-Muttaqin. S, La Ode Muh Rheinhardt, Matthew Rihhadaatul ‘Aisy, Sausan Rishan, Muhamad Rita Damayanti Rizky Amelia Roehanah, Roehanah Rohandi, Moch Malik Akbar Rolan Mart Sasongko Rostiati Dg Rahmatu Ruhimat, Ruhimat Rusdiansyah, Muhamad Rusli S. Haratua, Chandra Safaruddin Yahya Sanjaya Pinem saputro, budi purnomo Sarah Chairul Annisa Sari Setyaning Tyas sari, Hefni Dwika Sari, Intan Anjar Sasongko, Rolan Mart Sihombing, Thomas Re Manuel Putra Sri Wahyuni Sudiyatmoko, Agus Suhaeli Robbi Awaludin Suhaepi, Muhamad Iip Suhartini Sinta Sukarelawati . Sukarman Sukarman sulasri Sumantri, Sri Sumiati Sumiati Sumriyah Sumriyah Supriyadi Supriyadi Syahputra, Andri Syaputra, Dadang TARNO Tedy Sutandy Komarudin Thomas Arnoldus Ngguwa Tiara, Pinkan Tintin Febrianti Tri Margawati , Endang Vindua, Raditia Vivin Wa Disa Wigbertus Ngabu Wijaya, Dhanny Hidayat Wijaya, Muhamad Sastra Windia Hadi, Windia Wyananda, Putri Azizah Yoga Religia Yudih, Dadang Yuliawati