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All Journal Safari : Jurnal Pengabdian Masyarakat Indonesia International Journal of Social, Economic, and Business
Novenya Rahmadani
Unknown Affiliation
Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Public Health Social Sciences Other

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Journal : International Journal of Social, Economic, and Business

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Implementation of the MARCO Application as a Digital Customer Relationship Management Strategy at PT Terminal Teluk Lamong Novenya Rahmadani; Acep Samsudin
International Journal of Social, Economic, and Business Vol. 2 No. 1 (2025): September 2025
Publisher : Lavish Opulent Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.1512/gh434c71

Abstract

This study aims to analyze the implementation of the MARCO application as a digital Customer Relationship Management (CRM) strategy to improve the business performance of PT Terminal Teluk Lamong. A descriptive qualitative approach was used, with data collection techniques including interviews, observation, documentation, and literature review. The research findings show that the MARCO application helps the company enhance operational efficiency, customer satisfaction and loyalty, as well as revenue growth. MARCO serves as a digital solution capable of systematically recording, monitoring, and following up on customer feedback. However, some challenges remain, such as the lack of system integration across internal units. This study concludes that MARCO plays a strategic role in supporting CRM and strengthening the business performance of a digitally-driven port company.
Co-Authors Acep Samsudin Siti Ning Fardida