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All Journal Lokawati: Jurnal Penelitian Manajemen dan Inovasi Riset J-CEKI International Journal of Economics and Management Research
Muhammad Puja Dwi Surya
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Analisis Penerapan Customer Relationship Management (CRM) Menggunakan Metode Benchmarking pada Startup Foxxsniff Muhammad Puja Dwi Surya; Muhammad Hafidz Azizi; Amer Abdul Aziz; Muhammad Iqbal; Khoirul Aziz Husyairi
J-CEKI : Jurnal Cendekia Ilmiah Vol. 4 No. 1: Desember 2024
Publisher : CV. ULIL ALBAB CORP

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56799/jceki.v4i1.6599

Abstract

Penelitian ini mengevaluasi penerapan Customer Relationship Management (CRM) pada startup parfum FoxSniff di Kota Bogor, yang berfokus pada strategi multi-channel dalam platform e-commerce. CRM yang efektif memainkan peran penting dalam membangun hubungan pelanggan yang kuat, meningkatkan loyalitas, dan menciptakan pengalaman belanja yang personal dalam lingkungan e-commerce yang kompetitif. Penelitian ini menggunakan metode benchmarking untuk membandingkan implementasi CRM FoxSniff dengan praktik terbaik di perusahaan e-commerce terkemuka. Hasil benchmarking menunjukkan bahwa FoxSniff telah memanfaatkan berbagai saluran digital untuk berinteraksi dengan pelanggan, namun masih terdapat ruang untuk perbaikan dalam hal personalisasi layanan dan integrasi pengelolaan data pelanggan. Peningkatan ini berpotensi memperkuat posisi FoxSniff di pasar yang terus berkembang. Temuan penelitian ini menyoroti pentingnya optimalisasi strategi CRM untuk meningkatkan kepuasan dan loyalitas pelanggan dalam bisnis e-commerce.
Penerapan Metode Diagram Fishbone untuk Identifikasi Masalah Kualitas Layanan di StartUp Parfum Foxsniff Muhammad Puja Dwi Surya; Muhammad Hafidz Azizi; Muhammad Iqbal; Satrio Rasendriya Widyahana; Farraz Ariel Gumita; Amer Abdul Aziz
Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset Vol. 3 No. 3 (2025): Mei : Jurnal Penelitian Manajemen dan Inovasi Riset
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/lokawati.v3i3.1766

Abstract

This research aims to identify and analyze service quality issues in the Foxxsniff perfume startup using the Fishbone diagram method. A qualitative descriptive approach is employed with data collection techniques through observation, in-depth interviews, and documentation studies. Data analysis utilizes check sheets, pareto charts, and fishbone diagrams. The research results are expected to identify service quality dimensions that require improvement and their root causes. The implementation of the Fishbone method in service quality management is expected to contribute to the development of service quality improvement strategies for the Foxxsniff perfume startup.
Evaluate CRM Performance with CSI and Science Ap-proach Implications for Marketing Strategy Umme Saladin Magic Potatoes Rasidin Karo Karo Sitepu; Muhammad Hafidz Azizi; Amer Abdul Aziz; Muhammad Iqbal; Satrio Rasendriya Widyadhana; Farraz Ariel Gubita; Muhammad Puja Dwi Surya
International Journal of Economics and Management Research Vol. 4 No. 3 (2025): December : International Journal of Economics and Management Research
Publisher : Pusat Riset dan Inovasi Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/ijemr.v4i3.449

Abstract

This study aims to evaluate the performance of Customer Relationship Management (CRM) in MSMEs of Saladin Kentang Magic using the Customer Satisfaction Index (CSI) and Importance-Performance Analysis (IPA) approaches. A further goal is to formulate a marketing strategy based on the results of the evaluation. The study used a quantitative descriptive method with data collection techniques through questionnaires distributed to 100 respondents of Saladin Potato Magic customers. The research variables include five dimensions of CRM service quality: tangible, reliability, responsiveness, assurance, and empathy. The results of the study showed a CSI value of 76.83% which showed that customers were "satisfied" with the performance of the CRM. The IPA analysis identified priority attributes for improvement in quadrant I, namely the ease of contact through social media and the speed of response to complaints. Attributes in quadrant II that need to be maintained include product variety, product quality, and employee friendliness. The implication of this study is the need for a marketing strategy that focuses on strengthening social media management, improving the complaint handling system, and maintaining product quality as a competitive advantage for Saladin Potato Magic MSMEs.
Co-Authors Amer Abdul Aziz Farraz Ariel Gubita Farraz Ariel Gumita Husyairi, Khoirul Aziz Muhammad Hafidz Azizi Muhammad Iqbal Rasidin Karo-Karo Sitepu Satrio Rasendriya Widyadhana Satrio Rasendriya Widyahana