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All Journal Community Development Journal: Jurnal Pengabdian Masyarakat Jurnal Manajemen, Bisnis dan Kewirausahaan
Natasya Ika Suryaningsih
Universitas Negeri Malang
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Health Professions Public Health

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From Transactional to Partnership: The Strategic Role of "Rembug Pawon” in CRM Implementation for Customer Loyalty in Koperasi Sridonoretno Bintang Permata Putri; Natasya Ika Suryaningsih; Sudarmiatin Sudarmiatin; Ita Prihatining Wilujeng
Jurnal Manajemen, Bisnis dan Kewirausahaan Vol. 5 No. 3 (2025): Desember : Jurnal Manajemen, Bisnis dan Kewirausahaan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jumbiku.v5i3.6259

Abstract

The growth of the Indonesian coffee industry has seen increased competition among business actors, including farmer cooperatives that play a strategic role in the agribusiness supply chain. Koperasi sridonoretno faces challenges in maintaining customer loyalty and increasing product value amidst intense market competition and volatile coffee prices. This study aims to analyze the strategic role of the "Rembug Pawon" forum in implementing Customer Relationship Management (CRM) to strengthen customer loyalty and relationships at the Sridonoretno Cooperative. A qualitative descriptive approach was used through observations and in-depth interviews with the cooperative's chairman and members. Data were then analyzed using the IDIC (Identify, Differentiate, Interact, Customize) Model. The research findings indicate that Rembug Pawon serves as an interactive and collaborative platform between the cooperative, farmers, and customers, and plays a crucial role in transforming relationships from transactional to partnership-based. Through this forum, the cooperative identifies key customers, differentiates services according to their needs, maintains intensive interactions, and customizes products based on customer preferences. The implementation of community-based CRM through Rembug Pawon has proven effective in fostering sustainable partnerships and building emotional strength from customers based on trust and loyalty. These results indicate that a community-oriented CRM strategy can strengthen customer relationships and increase cooperative competitiveness in the dynamic coffee industry.
HARMONI BUDAYA DAN HOSPITALITY: PEMBELAJARAN PARTISIPATIF SENI LOKAL HOMESTAY KAMPUNG MENTARAMAN Natasya Ika Suryaningsih; Fairus Salsabila; Agung Winarno; Agus Hermawan
Community Development Journal : Jurnal Pengabdian Masyarakat Vol. 7 No. 3 (2026): Inpress Vol. 7 No. 3 (2026)
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/cdj.v7i3.58589

Abstract

Pengabdian ini dilatarbelakangi oleh permasalahan praktik pariwisata yang konsumtif dan kurang melibatkan partisipasi aktif wisatawan dalam pembelajaran budaya di Kampung Seni Mentaraman, Kabupaten Malang, serta rendahnya standar amenitas dan manajemen homestay. Kegiatan ini bertujuan mengembangkan pembelajaran partisipatif berbasis seni lokal dan homestay melalui tiga metode utama: latihan bersama seniman lokal dan mahasiswa, peningkatan amenitas dan pelatihan manajemen homestay, serta pengembangan barcode profil desa dan ragam alat karawitan. Hasil kegiatan menunjukkan bahwa latihan bersama selama 8 kali pertemuan berhasil meningkatkan kemampuan mahasiswa memainkan gending pendek dari 0% menjadi 80% dan pemahaman filosofi seni lokal dari skala 3,2 menjadi 8,5. Pendampingan amenitas berhasil menambah elemen seni lokal dalam ruangan homestay dari 13% menjadi 93%, sementara pelatihan manajemen meningkatkan kemampuan promosi media sosial dari skala 2,0 menjadi 7,5 dan pencatatan keuangan dari 3,5 menjadi 8,0. Pengembangan barcode belum terealisasi karena keterbatasan waktu dan anggaran, namun telah disepakati penyelesaian pada September 2025. Kegiatan ini juga menciptakan nilai sosial berupa kebanggaan seniman lokal, relasi setara kampus-masyarakat, dan solidaritas antarpengelola homestay. Kesimpulannya, model pembelajaran partisipatif berbasis seni lokal dan homestay terbukti efektif menciptakan harmoni budaya dan hospitality berkelanjutan di Kampung Seni Mentaraman
Co-Authors Agus Hermawan Bintang Permata Putri Fairus Salsabila Ita Prihatining Wilujeng Sudarmiatin