Mengukur Kesiapan Implementasi Customer Relationship Management (CRM) Model Application Service Provider (ASP) pada Usaha Mikro Kecil Menengah (UMKM) di Indonesia
Downloads
Abstrak” UMKM menjadi penyumbang utama pendapatan nasional untuk suatu Negara, khususnya Negara berkembang. UMKM tumbuh dan menyerap banyak tenaga kerja dan menjadi roda perekonomian utama. Indonesia menjadi salah satu dari banyak negara, dimana UMKM memberikan banyak kontribusi pendapatan nasional dan penyerapan tenaga kerja. Dalam bisnis, perubahan diperlukan agar tetap hidup dan berkembang, dalam hal ini perubahan bisnis yang bersifat konvensional ke e-bisnis. Salah satunya adalah CRM, CRM telah banyak digunakan oleh perusahaan-perusahaan besar untuk mengembangkan bisnis mereka. Implementasi CRM membutuhkan modal yang besar, khususnya aplikasi CRM model tradisional. Dibandingkan dengan Model ASP, CRM model ini sangat sesuai untuk UMKM khususnya di Indonesia karena dari segi keuangan dapat dijangkau oleh UMKM di Indonesia. Pada penelitian ini sebanyak 30 UMKM tingkat menengah digunakan sebagai koresponden dan digunakan untuk mengukur kesiapan UMKM di Indonesia menggunakan teknologi CRM dengan model ASP. Dimana pada hasil penelitian mengenai kegiatan yang berhubungan dengan CRM dilihat dari dimensi intelektual, sosial dan teknologi masih terlihat sangat rendah.
Kata Kunci” Application Service Provider, Customer Relationship Management, e-Bisnis, Usaha Mikro Kecil Menengah.
Abstract” SMEs have become a major contributor to the national income of a country, particularly a developing country. SMEs grow and absorb a lot of labor and become major economic wheel. Indonesia becomes one of many countries in which SMEs have contributed greatly to national income and employment. In business, change is needed in order to make it survive and develop; in this case is the change of conventional business to e-business. One of the changes is CRM, which has been widely used by giant companies to develop their business. CRM implementation requires substantial financial capital, particularly the application of traditional CRM. Compared to ASP model, this model is very appropriate for SMEs, especially in Indonesia, because it is affordable for SMEs in Indonesia. In this study, 30 middle-level SMEs were involved as correspondents and used to measure the readiness of SMEs in Indonesia using CRM technology with ASP model. Whereas, the results of research on activities associated with CRM viewed from intellectual, social, and technological dimension still look very low.
Keywords” Application Service Provider, Customer Relationship Management, e-Business, Small and Medium-Sized Enterprises.
Almotairi, M. (2009). A Framework For Successful CRM Implementation. European and Mediterranean Conference on Information Systems 2009. (hal. 1-14). Izmir: Dokuz Eylul University
Alshawi, S., Missi, F., & Irani, Z. (2011). Organisational, technical and data quality factors in CRM adoption - SMEs perspective. Industrial Marketing Management, 40(3), 376-383.
Cunningham, M. J. (2002). Customer Relationship Management. United Kingdom: Capstone Publishing.
Dixit, A. K., & Prakash, O. (2011). A Study of Issues Affecting ERP Implementation in SMEs. Journal of Arts, Science & Commerce, 2 (4), 77-85.
Erdil, A., & Öztürk, A. (2016). Improvement A Quality Oriented Model for Customer Relationship Management: A Case Study for Shipment Industry in Turkey. Procedia - Social and Behavioral Sciences. (hal. 346-353). Anatvalya: Yildiz Technical University.
Fazlzadeh, A., Tabrizi, M. M., & Mahboobi, K. (2011). Customer relationship management in small-medium enterprises: The case of science and technology parks of Iran. African Journal of Business Management, 5(15), 6160–6168.
Finnegan, D., & Willcocks, L. (2006). Knowledge sharing issues in the introduction of a new technology. Journal of Enterprise Information Management, 19(6), 568-590.
Finnegan, D., & Willcocks, L. P. (2007). Implementing CRM. From Technology to Knowledge. Chichester: Wiley Publishing.
Freeman, R. E. (2010). Strategic management: A stakeholder approach. New York: Cambridge University Press.
Johansson, J., & Strom, F. (2002). Customer relationship management: case studies of five Swedish companies. Luella University technologies.
Keramati, A., Nazari-Shirkouhi, S., Moshki, H., Afshari-Mofard, M., &
Maleki-Berneti, E. (2013). A novel methodology for evaluating the risk of
CRM projects in fuzzy environment. Neural Computing and Applications, 23(1), 29-53.
Khachaturyan, V. (2012). CRM and Business Performance. Software Engineering, 2(5), 180–185.
Ocker, R., & Mudambi, S. (2003). Assessing the Readiness of Firms for CRM: A Literature Review and Research Model. 36th Annual Hawaii International Conference on System Sciences. (hal. 10). Big Island:IEEE.
Rababah, K., Mohd, H., & Ibrahim, H. (2011). Customer Relationship Management (CRM) Processes from Theory to Practice: The Pre-implementation Plan of CRM System. International Journal of e-Education, 1(1), 22-34.
Swift, R. S. (2001). Accelerating Customer Relationship Using CRM and Relationship Technologies. New Jersey: Prentice Hall.
Torabi Rad, T., & Rahnavard, F. (2012). Evaluating bank readiness for CRM implementation. Management Science Letters, 2(4), 1073-1082.
Vaish, A., Vaish, A., Vaishya, R., & Bhawal, S. (2016). Customer relationship management (CRM) towards service orientation in hospitals: A review. Apollo Medicine, 13(4). 1–5.
Authors who publish with this journal agree to the following terms:
All accepted papers will be published under a Creative Commons Attribution 4.0 International (CC BY 4.0) License. Authors retain copyright and grant the journal right of first publication. CC-BY Licenced means lets others to Share (copy and redistribute the material in any medium or format) and Adapt (remix, transform, and build upon the material for any purpose, even commercially).
