Mobile Customer Relationship Management (m-CRM) Application Development in MSMEs Indonesia

Abstract

Abstract Micro, Small and Medium Enterprises (MSMEs) in Indonesia still utilize e-commerce which only focuses on sales, not yet equipped with good relations management with their customers after the transaction. The information technology system used to retain customers with the aim of increasing customer loyalty is called Customer Relationship Management (CRM) System. The current CRM application is more developed for large companies so that when applied to MSMEs it causes many gaps and is not adaptive. This study tries to develop a CRM application based on Android or called Mobile-CRM (m-CRM) that is adjusted to the needs of MSME businesses in Indonesia using a local approach and based on the characteristics of MSMEs in Indonesia. Modeling the system in the MSME CRM is described by the Use Case Diagram. The development of this application uses one model of system Rapid Application Development(RAD), namely Phased Development. The results of this MSME m-CRM application are generally equipped with product management features, transactions, managing customer relationships, and seeing delivery tracking. These features are expected to be able to help MSMEs in Indonesia increase customer loyalty and build global marketing in order to support the independence of the national economy.