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All Journal Al-Urban: Jurnal Ekonomi Syariah dan Filantropi Islam Jurnal Riset Inspirasi Manajemen dan Kewirausahaan YUME : Journal of Management Jurnal Samudra Ekonomi dan Bisnis SULTANIST: Jurnal Manajemen dan Keuangan Jurnal MEBIS (Manajemen dan Bisnis) MANDAR: Management Development and Applied Research Journal JIEB : Jurnal Ilmiah Ekonomi Bisnis Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Jurnal Triton BAKTI BANUA : JURNAL PENGABDIAN KEPADA MASYARAKAT Haumeni Journal of Education KINDAI : Kumpulan Informasi dan Artikel Ilmiah Manajamen dan Akuntansi Jurnal Pengabdian Masyarakat Waradin Jurnal Pengabdian Sosial Aksi Nyata : Jurnal Pengabdian Sosial dan Kemanusiaan Pelayanan Unggulan: Jurnal Pengabdian Masyarakat Terapan Panggung Kebaikan : Jurnal Pengabdian Sosial Damhil: Jurnal Pengabdian kepada Masyarakat Journal of Rural Community Development (JRCD) Management Dynamics: International Journal of Management and Digital Sciences Integrated System and Management Technology
Sudirwo Sudirwo
Universitas Lambung Mangkurat
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Biochemistry, Genetics & Molecular Biology Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Veterinary Other

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Journal : integrated system and management technology

 1 
Implementing Integrated Customer Relationship Management and Enterprise Resource Planning to Drive Customer Experience Innovation in Modern Digital Enterprises Sudirwo Sudirwo; Didik Sofian Hariyadi; Rusobby Andika Kumajaya
Integrated System and Management Technology Vol. 1 No. 1 (2026): January: Integrated System and Management Technology
Publisher : Asosiasi Pengelola Jurnal Informatika dan Komputer Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.66472/ismat.v1i1.9

Abstract

The integration of Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems has emerged as a critical strategy for modern digital enterprises aiming to enhance customer experience and operational efficiency. This study examines the impact of CRM-ERP integration on customer satisfaction, personalized service, and organizational responsiveness. By adopting a mixed-methods approach, this research combines quantitative customer data analysis and qualitative managerial interviews to assess the benefits and challenges of CRM-ERP integration. Key findings highlight significant improvements in customer experience, with increased satisfaction and personalized interactions facilitated by a unified view of customer data. Operational efficiencies were also realized through streamlined processes, better alignment of departments, and enhanced decision-making based on real-time, data-driven insights. Despite these positive outcomes, challenges such as system integration complexities, data fragmentation, and resistance to change were identified, which hindered the speed of integration and full utilization of the systems. This study demonstrates that CRM-ERP integration provides a competitive advantage by improving both customer service and business agility, particularly in industries undergoing digital transformation. For digital enterprises, integrating these systems is crucial for maintaining a seamless customer experience across various touchpoints and achieving greater operational effectiveness. The paper concludes by suggesting future research on the long-term impact of CRM-ERP integration on customer loyalty, business growth, and the potential role of emerging technologies like AI and blockchain in further enhancing these systems.
Co-Authors Abdul Hadi Abdul Hadi Abdul Hadi Hardian Abdul Majid Habibi Afriza Budi Pratama Agoes, Khansa Khalilah Savitry Agustino, Lalu Ahmad Alim Bachri Ahmad Muammar Ahmad Ridho Ahmad Shaf'an Ridhani Ainun Nisa Putri Pratiwi Alan Dwi Wibowo, Alan Dwi Alfina Ramadhanti Ali Zainal Abidin Alya Nur Afifah Rahmi Amanda Fauzia Yasmin Angga Tri Aditia Permana Anisa Fadhila Rahmi Anisa Fitria Anna Nur Faidah Annisa Fitriani Arya Rezky Khaidir Azkiya, Rizky Baihaqi, Ahmad Budi Santoso Chintia Meike Chris Kelvin Timothi Christabel Tirtadjaya Cut Karina Putri Dahniar Dahniar Daut Yahya Della Prastika Ayudha Dhea Oktavia Sinaga Dhini Dhini Didik Sofian Hariyadi Dinda Arum Sekarsari Dwi Budi Santoso Edi Mikrianto Elisabeth Nathania Angelica Gultom Endang Lestari Ernawati Ernawati Fadhila Pasha Rahmadina Putri Hafizah, Almira Nur Hakim, Muhammad Ridho Dewara Halimatus Sa’diah Hendra Kustiono Henidinia Tricahya Herteno, Rudy Husna Karimah Jahrah, Siti Juhriansyah Juhriansyah Khodijah, Karlina Kukun Kunaini Kurniawan, Eki Liyanti, Saputri Diva Mahmudah Mahmudah Malihah, Lola Manusiwa, Gloriyo Alexius Johnatan Maulida, Triky Noor Melania, Melania Mewatia Silitonga Mubasir, Akhmad Muhammad Abdil Fahriza Muhammad Aris Fadillah MUHAMMAD ILHAM Muliana, Ana Mutiara Azzahra mutmainah Nadya Putri Ahlina Nasya Amanda Rifianti Nazmah, Navia Nisrina Najla Deasianti Noor Azizah Noor Diana Norcahaya Norcahaya Nuril Huda Nurmelati Septiana Nurriqli, Arifia Oktavianur, Andika Pratama, Sandrino Surya Puput Legita Putra, Ahmad Zaky Rahmadayanti, Nadya Rahman, Yuliana Ratih Pranawa Widagda Reza Aurea Rabbanie Risanta, Muhammad Risky Aulia Handayani Rizka Ramadhani Rizky Fadillah Rizky Nazzara Rohima, Annisa Rusniati Rusniati Rusobby Andika Kumajaya Ryan Agustin Sabrina Tsalsadifa Safier Ramdani Sahra Wardi Sandy Firdaus Sari, Siti Maulida Sezen Fetullah Mursalova Siti Aliyati Albushairi Siti Patimah Sitti Musyarrofah Sudarwati Sudarwati Suprihono Setyawan Syahrial Shaddiq Syarofah Zahra Syifa, Nadiyatus Titien Agustina Tri Aditia Permana, Angga Tri Reski Muchtar Triana Ayu Wulandari Umi Fatonah Utama Ahmed Dima Valida Togrul Garayeva Virna Ramada Fitri Zenitadion, Velgis Zuliana Agustin