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All Journal International Journal of Economics, Business and Accounting Research (IJEBAR)
Pagiling, Novieyanty
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Economics, Econometrics & Finance

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ECOSYSTEM-BASED CRM INTEGRATION IN MULTI-UNIT UMRAH ENTERPRISES: A CASE STUDY OF TIGA MAHAREWA GROUP Harmina, Harmina; Basir, Mustika Kusuma; Burhanuddin, Fia Fauzia; Triany, Novika Ayu; Pagiling, Novieyanty
International Journal of Economics, Business and Accounting Research (IJEBAR) Vol 9 No 4 (2025): IJEBAR, VOL. 09 ISSUE 04, DECEMBER 2025
Publisher : LPPM ITB AAS INDONESIA (d.h STIE AAS Surakarta)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/ijebar.v9i4.18561

Abstract

This research explores the strategic imperative of Customer Relationship Management (CRM) integration within the Tiga Maharewa Group’s multi-unit business ecosystem, focusing on Umrah services. Qualitative inquiry and strategic analysis (IFAS/EFAS) revealed severe operational fragmentation (silos) and a critical lack of unified data, empirically positioning the firm in a strategic turnaround condition. To resolve this strategy-structure misalignment, the study developed a Conceptual Strategic Integration Model by synthesizing TOWS analysis and a revised Business Model Canvas. The proposed model is founded on Shared CRM Membership  and Collaborative Promotion, and crucially expands customer segmentation to formally incorporate Agents and External Merchants to facilitate Value Co-Creation. The study’s core contribution is a four-stage conceptual roadmap that recommends pragmatic implementation steps, from securing an executive mandate to system standardization. This model and roadmap provide a necessary strategic framework for the Tiga Maharewa Group to transform its siloed operations into a cohesive, data-driven ecosystem, ensuring enhanced efficiency, long-term competitive advantage, and alignment with the Islamic principle of Ta'awun (cooperation).
Co-Authors Basir, Mustika Kusuma Burhanuddin, Fia Fauzia Harmina, Harmina Triany, Novika Ayu