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All Journal Proceedings Konferensi Nasional Sistem dan Informatika (KNS&I) Science Information System and Technology
Anggun Nugroho, Anggun
STMIK STIKOM Bali
Computer Science & IT Control & Systems Engineering

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Journal : Science Information System and Technology

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Implementation of a Cloud-Based CRM System to Improve Customer Loyalty in Digital Startups in Indonesia Purwanto, Agus; Nugroho, Anggun; Bahy, Lanang Mustika; Santoso, Joko; Hanief, Shofwan
West Science Information System and Technology Vol. 3 No. 02 (2025): West Science Information System and Technology
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsist.v3i02.2164

Abstract

The rapid growth of digital startups in Indonesia has created a highly competitive market where customer loyalty is critical for long-term sustainability. This study explores the implementation of cloud-based Customer Relationship Management (CRM) systems as a strategic tool to enhance customer loyalty in digital startups. Using a qualitative research approach, data were collected through semi-structured interviews with five informants, including founders, managers, and IT specialists from startups in the e-commerce, fintech, and digital services sectors. The findings reveal that cloud-based CRM systems provide significant benefits, including improved customer engagement, real-time responsiveness, personalized communication, and scalability to support business growth. However, the study also identifies challenges related to data security, staff readiness, and system integration. The results highlight that cloud-based CRM is not only a technological tool but also a strategic enabler that helps startups build competitive advantage through customer-centric approaches. This research contributes to the understanding of CRM adoption in emerging markets, offering practical insights for digital entrepreneurs in Indonesia to strengthen customer loyalty.
Co-Authors AGUS PURWANTO Bahy, Lanang Mustika Joko Santoso Ni Wayan Deriani, Ni Wayan Shofwan Hanief