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"Seiring perkembangan dan kemajuan industri keuangan di Indonesia, mendorong semakin bertambahnya pendatang baru dalam industri ini. Dengan meningkatnya persaingan, maka diperlukan langkah-langkah strategis untuk menghadapinya. Oleh karena itu kemampuan suatu organisasi untuk mengelola pelanggan yang dimilikinya serta mendapatkan calon pelanggan yang potensial sangat diperlukan dan Customer Relationship Management (CRM) adalah salah satu solusi yang diharapkan. Pada penelitian karya akhir ini akan membahas tentang model fitur yang tepat untuk diterapkan pada aplikasi CRM organisasi. Kerangka kerja FrontCRM digunakan untuk mendapatkan fitur-fitur CRM organisasi. Kerangka kerja ini yang akan dipetakan dengan proses bisnis organisasi yang berhubungan dengan pelanggan sehingga akan dihasilkan fiturfitur CRM sementara. Selanjutnya untuk dapat memastikan fitur-fitur FrontCRM tersebut dapat digunakan, maka akan dilakukan validasi oleh user dengan menggunakan kuisioner untuk mendapatkan fitur-fitur CRM yang sesuai dengan proses bisnis organisasi. Hasil penelitian ini menunjukkan bahwa Fitur FrontCRM yang sesuai dengan proses bisnis organisasi yaitu fitur-fitur pada area proses bisnis pemasaran dan penjualan. Pada area proses bisnis pemasaran terdapat 18 fitur mandatory, 2 fitur optional, dan 1 fitur alternative, sedangkan pada area proses bisnis penjualan terdapat 18 fitur mandatory, 1 fitur optional, dan 1 fitur alternative. Fitur-fitur CRM tersebut akan dimodelkan dengan menggunakan Feature Oriented Domain Analysis (FODA) atau feature modelling.

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Rapid development and progress of the financial industry in Indonesia drive the increasing numbers of new entrants of industry. It means that the competition between companies will increase, so it is need some strategic steps to deal with it. Therefore, the ability of an organization to manage its customer and potential prospect is very necessary. One of the expected solution is Customer Relationship Management (CRM). This research will discuss about the features that appropriate to be applied to the CRM application organization. FrontCRM framework is used to obtain CRM features of organization.

This framework will be mapped to the business processes associated with customer organizations, so that will be generated temporary CRM features. Furthermore, it will be validated by the user by using a questionnaire to obtain CRM features that correspond organization's business processes to make sure the FrontCRM features can be used optimally.

The result of this research show that Features FrontCRM which is suitable with business process organization are the features on the area of business process marketing and sales. In marketing business processes, there are 18 mandatory feature, two optional features, and 1 alternative features, while the sale business process area, there are 18 feature mandatory, 1 optional feature, and one feature alternative. CRM features will be modeled using Feature Oriented Domain Analysis (FODA) or feature modeling."

"ABSTRAKGenesa merupakan sports apparel yang didirikan pada tahun 2016 di Depok Jawa Barat dan berfokus pada penjualan jersey sepak bola serta futsal. Genesa saat ini menjual dua jenis produk, yang pertama adalah jersey retail dan custom jersey. Brand positioning Genesa adalah sebagai apparel yang berkualitas namun masih terjangkau harganya atau mereka sering menyebutnya sebagai premium affordable apparel. Genesa memiliki rata-rata penjualan 713 jersey per bulan atau 8.563 per tahun 2019. Berdasarkan analisis peneliti Industri sports apparel di Indonesia memiliki persaingan yang ketat akibat dominasi yang tidak hanya diwarnai oleh merek lokal saja, tetapi juga merek global. Lalu, strategi word of mouth menjadi strategi yang paling berpengaruh di bisnis apparel lokal. Selain itu, ditengah kondisi pasar yang serba digital dan target pelanggan yang merupakan digital savvy, genesa juga memiliki kelemahan karena belum memiliki strategi advokasi pelanggan dan belum memaksimalkan penggunaan data pelanggan dengan bantuan teknologi, yaitu dalam hal ini konsep Electronic Customer Relationship Management (E-CRM). Genesa sendiri memiliki program loyalitas Pelanggan yang sifatnya Experience (Genesa Eleven) dan tidak dimiliki oleh kompetitor, tetapi responsifitas dari admin Genesa termasuk rendah dan bisa melemahkan hubungan dengan pelanggan. Idealnya, dengan kondisi pasar yang serba digital dan target pelanggan yang merupakan digital savvy, proses pendekatan untuk membangun hubungan antara konsumen dan merek yang memiliki efek memperluas pasar dapat dibangun melalui bantuan teknologi, salah satunya dengan konsep E-CRM. Sayangnya, Genesa sebagai salah satu pelaku industri belum memanfaatkan konsep ini sebagai strategi mereka, padahal Genesa bisa menjadi pemain pertama yang memanfaatkan E-CRM daripada kompetitor utamanya. Program advokasi pelanggan bertajuk `Genesa Inspire` hadir untuk untuk membangun hubungan antara konsumen dan brand Genesa dengan mengajak advokat Genesa menginspirasi orang terdekatnya dengan menyebarkan pesan merek Genesa. Program ini memiliki efek memperluas pasar dengan bantuan teknologi, yaitu dengan menggunakan fitur E-CRM sebagai berikut: a) Fitur E-CRM yang diusulkan berupa fitur referral untuk memfasilitasi penyebaran pesan oleh advokat kepada calon pelanggan Genesa. Insentif pelanggan bersifat two ways incentives, dimana referrer dan target referrer mendapatkan pilihan insentif. b) Fitur Customer Service berbasis artificial inteligent (AI) bernama CAPTAIN (Chatbolt Programme Assistant) untuk meningkatkan responsifitas admin agar hubungan kepada pelanggan bisa maksimal karena bisa diakses selama 24 jam. Fitur ini terintegrasi dengan situs, Whatsapp dan Line.

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ABSTRACT

Genesa is a sports apparel that was founded in 2016 in Depok, West Java and focuses on selling soccer jersey and futsal. Genesa currently sells two types of products, the first being retail and custom jersey. Genesa brand positioning is a quality apparel but still affordable or they often call it as affordable affordable apparel. Genesa has an average of 713 jersey sales per month or 8,563 per 2019. Based on the analysis of researchers Sports apparel industry in Indonesia has intense competition due to domination which is not only colored by local brands, but also global brands. Then, the word of mouth strategy became the most influential strategy in the local apparel business. In addition, amidst all-digital market conditions and digital savvy target customers, Genesa also has weaknesses because it does not yet have a customer advocacy strategy and has not maximized the use of customer data with the help of technology, in this case the concept of Electronic Customer Relationship Management (E-CRM ). Genesa itself has a Customer loyalty program that is Experience (Genesa Eleven) and is not owned by competitors, but responsiveness from the Genesa admin is low and can weaken customer relationships. Ideally, with all-digital market conditions and target customers who are digital savvy, the process of approach to building relationships between consumers and brands that have the effect of expanding the market can be built through the help of technology, one of them is with the concept of E-CRM. Unfortunately, Genesa as one of the industry players has not utilized this concept as their strategy, even though Genesa could be the first player to utilize E-CRM rather than its main competitors. The customer advocacy program entitled `Genesa Inspire` is here to build relationships between consumers and the Genesa brand by inviting Genesa advocates to inspire their closest people by spreading the Genesa brand message. This program has the effect of expanding the market with the help of technology, namely by using the E-CRM features as follows: a) The proposed E-CRM feature is a referral feature to facilitate the dissemination of messages by advocates to prospective Genesa customers. Customer incentives are two ways incentives, where referrers and target referrers get the choice of incentives. b) An artificial intelligence-based Customer Service (AI) feature called CAPTAIN (Chatbolt Program Assistant) to improve admin responsiveness so that customer relations can be maximized because it can be accessed for 24 hours. This feature is integrated with the site, Whatsapp and Line."

"PT Angkasa Pura II (Persero) adalah perusahaan yang bergerak di bidang jasa kebandarudaraan. Perusahaan ini mengelola 13 bandara yang berada di wilayah Flight Information Region (FIR) wilayah barat Indonesia. PT Angkasa Pura II (Persero) telah menyusun misi perusahaan yang mencakup semua stakeholders perusahaan yaitu mengelola jasa bandar udara kelas dunia dengan mengutamakan tingkat keselamatan, keamanan, dan kenyamanan untuk meningkatkan kepuasan pelanggan. Dalam usahanya untuk meningkatkan kepuasan pelanggan, PT Angkasa Pura II (Persero) setiap tahunnya melakukan survei kepuasan pelanggan. Survei dilaksanakan atas empat jenis layanan, yaitu penumpang, airline, konsesioner, dan kargo sesuai dengan layanan yang diberikan oleh perusahaan. Berdasarkan laporan hasil survei kepuasan pelanggan tahun 2009 sampai dengan tahun 2012, terdapat penurunan indeks kepuasan pelanggan dalam 1 tahun terakhir. Indeks kepuasan seluruh layanan tahun 2012 menurun dibandingkan tahun sebelumnya dengan penurunan rata‐rata sebesar 0,3%. Hal ini disebabkan salah satunya oleh proses bisnis penanganan keluhan pelanggan belum terintegrasi atau masih parsial. Penelitian ini difokuskan pada analisis kebutuhan fungsional aplikasi CRM di PT Angkasa Pura II (Persero). Tahap awal penelitian dilakukan dengan melakukan pengumpulan data awal, menentukan pertanyaan penelitian, melakukan tinjauan pustaka, menyusun kerangka pemikiran dan menyusun metodologi penelitian. Tahap selanjutnya adalah melakukan pengumpulan data lanjutan untuk keperluan analisis kebutuhan fungsional aplikasi CRM. Analisis yang dilakukan adalah melakukan identifikasi proses bisnis, pemetaan aplikasi saat ini, pemetaan proses bisnis dengan fungsi CRM service automation, dan membuat kuesioner untuk menentukan urutan kebutuhan proses bisnis manage customer service. Penelitian ini menghasilkan 13 (tiga belas) CRM Function dari service automation yang dibutuhkan oleh PT Angkasa Pura II (Persero).

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PT Angkasa Pura II (Persero) is a company that engages in airport services. This company manages 13 airports in western region of Flight Information Region (FIR) of Indonesia. PT Angkasa Pura II (Persero) has compiled a corporate mission including all stakeholders of the company. The mission is to manage a world-class airport services company with emphasis on the level of safety, security, and convenience to improve customer satisfaction. In its efforts to improve customer satisfaction, PT Angkasa Pura II (Persero) annually conduct a customer satisfaction survey. The survey is carried out on four types of services, namely passengers, airlines, concessionaires, and cargo in accordance with the services provided by company.

Based on the results of customer satisfaction surveys from 2009 until 2012, there is a decrease of customer satisfaction index in the last one year. Customer satisfaction index in 2012 is decreased compared to the previous year’s index with an average decline of 0.3%. One of the reasons of this decrease is because the complaint handling business processes are still partial and not integrated yet.

This research focused on the functional requirements analysis of CRM application in PT Angkasa Pura II (Persero). The initial stage of this research is carried out by collecting initial data, determining research questions, conducting literature review, formulating theoretical framework, and formulating research methodology. The next stage is carried out by collecting follow-up data for functional requirements analysis of CRM application. Analysis is conducted to identify business process, mapping the current application, mapping business process with CRM Function of service automation, and make a questionnaire to determine the sequence requirements of manage customer service business process. This research resulted in 13 (thirteen) CRM Function of service automation required by PT Angkasa Pura II (Persero)."

"Relationship marketing and customer relationship management (CRM) can be jointly utilised to provide a clear roadmap to excellence in customer management: this is the first textbook to demonstrate how it can be done. Written by two acclaimed experts in the field, it shows how an holistic approach to managing relationships with customers and other key stakeholders leads to increased shareholder value. Taking a practical, step-by-step approach, the authors explain the principles of relationship marketing, apply them to the development of a CRM strategy and discuss key implementation issues. Its up-to-date coverage includes the latest developments in digital marketing and the use of social media. Topical examples and case studies from around the world connect theory with global practice, making this an ideal text for both students and practitioners keen to keep abreast of changes in this fast-moving field."

"Pengambilan keputusan dalam sebuah strategi adalah suatu usaha yang melibatkan banyak proses. Strategi adalah sususan tujuan dan sasaran dari organisasi dengan krangka waktu yang berisi apa yang perlu dicapai dan kapan mencapainya. Untuk pertimbangan pengembangan strategi yang dapat meraih klien & mempertahankan klien sebanyak-banyaknya adalah dengan pendekatan CRM (Customer relationship Management). Pada salah satu perusahaan jasa sertifikasi atau dapat disebut badan sertifikasi di Indonesia yang baru berdiri, menjadi tantangan bagaimana mengembangkan strategi yang dapat bersaing dengan para kompetitornya. Untuk itu perlu dilakukan evaluasi, analisis & pengembangan strategi berdasarkan nilai daya saing & database pelanggan, yang akan dianalisis untuk membantu penyusunan pengembangan strategi. Penelitian ini menggunakan metode AHP (Analytical Hierarchy Process) untuk membuat keputusan mengenai strategi yang akan dibuat.

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Decision-making in a strategy is an effort that involves many processes. Strategy is the arrangement of the goals and objectives of the organization with a frame that contains the time what needs to be accomplished and when to achieve it. For consideration of development strategies that can reach clients and retaining clients as much as possible is to approach CRM (Customer Relationship Management). At one of the company's services can be called a certification or certification bodies in Indonesia recently founded, a challenge of how to develop a strategy that can compete with its competitors. It is necessary for the evaluation, analysis and development strategy is based on the value of competitiveness and customer database, which will be analyzed to help shape the development of the strategy. This study uses AHP (Analytical Hierarchy Process) to make decisions concerning the strategy to be made."

"Pertumbuhan dan perkembangan dunia usaha sudah semakin meningkat. Hal ini ditambah lagi dengan dukungan teknologi dalam menyempunakan produk dan layanan kepada pelanggan perusahaan tersebut. Akibatnya adalah persaingan yang semakin ketat di dunia usaha sejenis dengan perusahaan. Sebagai solusinya, perusahaan harus mampu melaksanakan diferensiasi produk dan memantapkan kualitas pelayanan kepada pelanggan. Berdasarkan sistem Customer Relationship Management (CRM), perusahaan berupaya untuk mengatur dan mengorganisasi ribuan pelanggannya, serta mencoba untuk membuat sebuah system pelayanan yang tersistematis, terintegrasi dan praktis. Untuk PT Cyberindo Aditama, hal ini diterapkan dari mulai ujung tombak pelayanannya (dalam hal ini customer care) hingga divisi yang mendukung layanan mulai dari frontliner hingga ke back office.Tujuan dari penelitian ini adalah untuk melihat gambaran pelaksanaan sistem Customer Relationship Management (CRM) pada Divisi Customer Care CBN dan menganalisa sejauh mana penerapan sistem CRM ini mampu meningkatkan layanan pelanggan yang akhirnya bermuara pada peningkatan citra perusahaan di mata pelanggan.Penelitian ini bersifat deskriptif dengan menggunakan pendekatan kualitatif. Maksud deskriptif adalah karena peneliti berupaya memaparkan situasi kondisi faktual yang ada pada objek penelitian, Serta mengamati secara. langsung kondisi dan proses yang ada, dengan terjun langsung ke lapangan. Data yang diambil peneliti berupa kata-kata lisan maupun tertulis dari orang-orang yang terkait dengan sistem kerja CRM, kata-kata pakar mengenai konsep CRM serta kata-kata lisan dari pelanggan yang mengalami langsung proses penerapan sistem layanan pelanggan berbasiskan CRM ini. Sedangkan, kualitatif disini maksudnya adalah mendapatkan jawaban mendalam tentang apa yang dirasakan dan dipikirkan khalayak sasaran melalui wawancara rnendalam dengan responden dan didukung dengan studi kepustakaan atau literatur yang ada, bukan menggunakan uji statistik.Pada prinsipnya konsep pengembangan CRM adalah merupakan proses yang bertahap dan berkelanjutan dan terintegrasi dari suatu strategi, proses, dukungan sumber daya manusia dan teknologi dalam upaya melayani dan memberi kepuasan kepada pelanggan. Dengan demikian, keberhasilan penerapan CRM tergantung pada proses kerja unsur-unsur tersebut, terutama unsur strategi, proses dan manusianya.Manfaat customer care bagi perusahaan selain sebagai alat komunikasi antara perusahaan dan pelanggan, juga membantu pemuasalahan yang dialami pelanggan dengan memberi solusi, dan informasi bahkan bila terlalu rumit mencoba mengeskalasi masalah ke divisi yang terkait. Manfaat Iain dari customer care adalah sebagai pengumpul informasi tentang pelanggan yang nantinya bisa di gunakan perusahaan untuk memaksimalkan produk dan pelayanan pelanggan, serta meningkatkan nilai atau value ke pelanggan. Dengan menggunakan sistem terintegrasi seperti CRM, didapati adanya efektivitas dan efisiensi pelayanan Hal ini membuat pelanggan merasa puas dan dapat meningkatkan citra CBN di mata pelanggan.Hal ini tentu saja menjadi senjata untuk menghadapi kompetitor, disarankan adanya peningkatan terus terhadap pelayanan pelanggan ini dengan memaksimalkan sistem pelayanan pelanggan berbasis CRM ini.Keberhasilan penerapan CRM, perlu menjelajahi mind set dari setiap elemen dari perusahaan. Karenanya sosialisasi baik secara internal maupun eksternal akan membantu sempurnanya sistem ini. Penyempumaan sistem CRM senantiasa dilakukan mengingat kompleksitas permasalahan dan makin banyaknya pelanggan akan terus dihadapi dimasa mendatang. Kelengkapan dan kecanggihan teknologi yang mendukung sistem pelayanan pelanggan ini akan makin membuat citra perusahaan CBN makin meninggi.

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Growth and developing of business world have already more increased. It is also added with technology support in completing product and service for the customers. Its consequence is more tighten competition in a type of company. As its solution, the company should capable to conduct product differentiation and to stabilize service quality toward the customer. Based on Customer Relationship Management (CRM) system, the company tries to manage and organize their thousand customers, as well as trying to make a systematic, integrated and practical service system. For PT Cyberindo Aditama, it is implemented from the edge spear of its service (in this case customer care) until division which supporting service from frontliner up to back office.

The objective of this research is to see overview of implementation of Customer Relationship Management (CRM) system within Customer Care CBN Division and to analyze how far the implementation of this CRM system capable to increase customer service that finally ended into developing of company image in the point of view of customers.

This research is descriptive using qulitative approach. Descriptive means the researcher efforting to describe factual condition existing on the object research, as well as to observe directly the presence condition and process, by conducting directly on the field. Data taken by the researcher is in the form of oral and written words from related people under working system of CRM, the expert?s words concerning CRM concept and oral words from the customers who direct experienced implementation process of customer service system base on this CRM. Meanwhile, qualitative means getting deepen answer concerning what felt and thought by the peolple as the target through deepen interview using respondents and supported with Library Study and the available literature, not using statistic evaluation/test.

In principle CRM development concept is a stage process and sustainable and integrated from a strategy, process, human resources support and technoloy in the effort to serve and giving satisfaction toward the customers. Thus, success implementation of CRM depends on working process of those elements, especially strategy elements, process and the people.

The advantage of customer care of company is as communication equipment instead between company and customer, also to solve the problem experienced by customer by giving a solution and information even if it is too complicated trying to escalate the problem into related division. Another advantage of customer care is as collecting information on the customers who can be used in the fixture within company to maximize product and customer service, as well as to increase value for the customer. By using integrated system such as CRM, found the existing effectivity and effeciency of service. It makes the customer satisfaction and be able to increase CBN image in the point of view of customer."

"Indonesia telecommunication industry has grown rapidly. This growth has increased the competition level in telecommunication industry. indonesia has 3 type of telecommunication services which are fixed line, wireless cellular and lixcd wireless. This cellular telecommunication market has become the largest telecommunication industIy. ln today competition level, if the telecommunication operator want to have high profit, they should have precise marketing strategy. Customer Relationship Management (CRM) concept gives a method to improve customer loyalty by giving special service to those who are worth. Customer loyalty will give the company higher profit than customer acquisition. To make this C RM strategy effective, companies should evaluate their customer value betbre they implement CRM. The purpose of this research is to find the customer prolile who gives more contribution and higher loyalty to the company and segmenling the market using customer value so the company could target thc segment with CRM programs.This research is conducted to cellular telecommunication custotner in Jakarta. Bogor, Tangerang, and Bekasi. This research use one way ANOVA to evaluate the correlation of customer prolilc and the profit that customer gives to the company. In evaluate the customer value, l use lifetime value model which was developed by Hyunseok Hwang, Tacsoo Jung, and Euiho Suh, from Science and Technology University, South Korea, by ignoring the probability of future customer contribution change.This research shows that only customer age and customer workplace which give significant effect to customer contribution level or customer loyalty level. This research is also shows that cellular telecommunication customers in Jakarta. Tangerang. Bogor and Bekasi give low contribution to the cellular operator company, even though they have high loyalty level."