Customer Relationship Management System Customization in a Heavy Equipment Company

Customer Relationship Management System Customization in a Heavy Equipment Company

© 2021 by IJETT Journal
Volume-69 Issue-7
Year of Publication : 2021
Authors : Abba Suganda Girsang, Fachrul Hijriah Usman
DOI :  10.14445/22315381/IJETT-V69I7P202

How to Cite?

Abba Suganda Girsang, Fachrul Hijriah Usman, "Customer Relationship Management System Customization in a Heavy Equipment Company," International Journal of Engineering Trends and Technology, vol. 69, no. 7, pp. 10-19, 2021. Crossref,

Every company have a various problem in carrying out their business processes, such as heavy equipment companies which are the object of research in this study. The business problem in this heavy equipment company is in business operation; the company still utilizes traditional methods, such as electronic mail, Microsoft Excel, and digital records on their smartphones, that methods make a variety of business problem faced, such as the duration of transaction data management. This study proposes the implementation of a CRM system customization in a heavy equipment company that has a business problem in managing customer transaction data. Measurements in this study were conducted to determine the effectiveness of management data transactions by using a CRM system customization that had been designed previously. Several previous studies have proposed the use of CRM systems in an organization. As an independent variable, the measurement of the duration of data management before and after the implementation of CRM system customization will be proposed. The final result of this research is to be able to help the actors involved in carrying out business activities by using the CRM system that has been built.

Business process improvement, Customer relationship management, Customization system, Heavy equipment company, Microsoft Dynamics CRM

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