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Abstract
Trends in interior design, modern lifestyles, and increasing consumer awareness about the beauty and comfort of the home have driven the ever-increasing demand for quality furniture products. In this context, furniture companies are required to not only produce attractive products but also provide superior and personal service to customers. To overcome various challenges in the furniture industry, this research developed a CRM-based furniture sales application on the Android platform. The application is expected to be a solution to improve service to customers. The features provided include displaying furniture stock info along with prices, search features, furniture ordering features, transactions, purchase history, features for analyzing customer preferences based on product type criteria, and shipping. The methods used include literature studies, site surveys where the application will be used, needs analysis, application design, application development, implementation, and testing. The results of functionality testing show that the application has functioned as expected.
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References
- Atul P, Jagdish N. Sheth. “Customer Relationship Management : Emerging Practice, Process, and Discipline” , Journal of Economic and Social Research, 2012.
- Bassil, Y. A Simulation Model for the Waterfall Software Development Life Cycle, International Journal of Engineering & Technology (iJET), ISSN: 2049-3444, Vol. 2, No. 5, 2012.
- Buttle F. & Maklan S. 2015. Customer Relationship Management, third edition.
- Chaffey, D., & Smith, P. R. (2017). Digital marketing excellence: Planning, optimizing and integrating online marketing. Routledge.
- Chen, I. J., & Popovich, K. (2003). Understanding Customer Relationship Management (CRM); People, Process and Technology. Business Process Management Journal, 9, 672-688.
- https://doi.org/10.1108/14637150310496758
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- Kim Hamilton and Russel Miles (2006), Learning UML 2.0, O’REILLY.
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- Mashuda, I., & Susanti, A. I. (2020). Sistem Informasi Penjualan di Toko Perabot Rumah Tangga Berbasis Customers Relationship Management ( CRM ) menentukan tingkat kualitas produk atau jasa yang akan ditawarkan. Jurnal Tekcoscienza, 4(2), 251–264.
- Mithas, S., Krishnan, M. S., & Fornell, C. (2005). Why do customer relationship management applications affect customer satisfaction? Journal of Marketing, 69(4), 201-209.
- Mulyawan, A., Rosadi, D., & Dianawati (2019). Sistem Informasi Customer Relationship Management. 13(1), 36–41.
- Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of Marketing, 69(4), 167-176
- Rajagopal, P. (2013). Building customer loyalty through effective CRM in the furniture retail sector. Journal of Business & Retail Management Research, 8(1), 62-69.
- Rigby, D. K., Reichheld, F. F., & Schefter, P. (2002). Avoid the four perils of CRM. Harvard Business Review, 80(2), 101-109.
- Singh, S., & Srivastava, S. (2017). Customer relationship management in the era of mobile and social media: A conceptual framework. International Journal of Mobile Communications, 15(3), 236-257.
- Sommerhoff, Peter (2018). Kotlin for Android App Development, Addison-Wesley Professional. 13(1), 36–41.
- Vasic, Milos (2017), Mastering Android Development with Kotlin: Deep dive into the world of Android to create robust applications with Kotlin, Packt Publishing Ltd.
- Widodo P and Herlawati, Menggunakan UML, Bandung: Informatika, 2019.
References
Atul P, Jagdish N. Sheth. “Customer Relationship Management : Emerging Practice, Process, and Discipline” , Journal of Economic and Social Research, 2012.
Bassil, Y. A Simulation Model for the Waterfall Software Development Life Cycle, International Journal of Engineering & Technology (iJET), ISSN: 2049-3444, Vol. 2, No. 5, 2012.
Buttle F. & Maklan S. 2015. Customer Relationship Management, third edition.
Chaffey, D., & Smith, P. R. (2017). Digital marketing excellence: Planning, optimizing and integrating online marketing. Routledge.
Chen, I. J., & Popovich, K. (2003). Understanding Customer Relationship Management (CRM); People, Process and Technology. Business Process Management Journal, 9, 672-688.
https://doi.org/10.1108/14637150310496758
Devi, M.A. (2020). Modul Pemrograman Web HTML, PHP dan MySQL, Penerbit Lakeisha, 20 Feb 2020.
Dyché, J. (2002). The CRM handbook: A business guide to customer relationship management. Addison-Wesley Professional.
Fauzi A & Harli E, 2017, Peningkatan Kualitas Pelayanan Melalui CRM dengan Metode RAD, Jurnal Resti. Volume 1.
Gupta, S., & Bhattacharya, S. (2015). A mobile CRM framework for managing customer relationships. International Journal of Mobile Communications, 13(2), 117-136.
Kim Hamilton and Russel Miles (2006), Learning UML 2.0, O’REILLY.
Komarudin, M, "Pengujian Perangkat Lunak Metode Black Box Berbasis Equivalence Partitions pada Aplikasi Sistem Informasi Sekolah," Jurnal Mikrotik UM Metro, vol. VI, pp. 1-3, 2018.
Mashuda, I., & Susanti, A. I. (2020). Sistem Informasi Penjualan di Toko Perabot Rumah Tangga Berbasis Customers Relationship Management ( CRM ) menentukan tingkat kualitas produk atau jasa yang akan ditawarkan. Jurnal Tekcoscienza, 4(2), 251–264.
Mithas, S., Krishnan, M. S., & Fornell, C. (2005). Why do customer relationship management applications affect customer satisfaction? Journal of Marketing, 69(4), 201-209.
Mulyawan, A., Rosadi, D., & Dianawati (2019). Sistem Informasi Customer Relationship Management. 13(1), 36–41.
Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of Marketing, 69(4), 167-176
Rajagopal, P. (2013). Building customer loyalty through effective CRM in the furniture retail sector. Journal of Business & Retail Management Research, 8(1), 62-69.
Rigby, D. K., Reichheld, F. F., & Schefter, P. (2002). Avoid the four perils of CRM. Harvard Business Review, 80(2), 101-109.
Singh, S., & Srivastava, S. (2017). Customer relationship management in the era of mobile and social media: A conceptual framework. International Journal of Mobile Communications, 15(3), 236-257.
Sommerhoff, Peter (2018). Kotlin for Android App Development, Addison-Wesley Professional. 13(1), 36–41.
Vasic, Milos (2017), Mastering Android Development with Kotlin: Deep dive into the world of Android to create robust applications with Kotlin, Packt Publishing Ltd.
Widodo P and Herlawati, Menggunakan UML, Bandung: Informatika, 2019.