Proceedings of the Sriwijaya International Conference on Information Technology and Its Applications (SICONIAN 2019)

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Implementation of Social Customer Relationship Management Using Instagram and Facebook as Songket Marketing Media

Authors
Ali IBRAHIM, Rizqy ZURRIYATI, Mira Afriana UTAMI, Siti Larista OCTARIA, Tri WAHYUNI, Luh SIADNYANI, YUSMANIARTI
Corresponding Author
Ali IBRAHIM
Available Online 6 May 2020.
DOI
10.2991/aisr.k.200424.085How to use a DOI?
Keywords
Social CRM, Framework of Dynamic, CRM, customer, songket, Instagram, Facebook
Abstract

Social Customer Relationship Management (SCRM) is a strategy used by a company or organization to be able to create and maintain a good relationship with its customers and reduce the possibility of its customers moving to other products. By using social media applications. Mawar Songket Palembang is a shop that sells a variety of typical songket of Palembang. Mawar Songket Palembang requires a strategy to be able to establish relationships and improve services to its customers so that their customers remain loyal to the shop. This study aims to build a Social Customer Relationship Management (SCRM) using Instagram and Facebook applications to establish relationships and improve their services to customers. The method used in this study is Framework of Dynamic CRM method which consists of three phases namely Acquisition, Retention, Expansion. The results of the study show that respondents’ answers regarding the information provided through social media is 100% that it is very needed, 96% regarding photo suitability, 90% accuracy of selling prices, 84% does not experience problems in the transaction process and respondents stated that the admin service process is very good.

Copyright
© 2020, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the Sriwijaya International Conference on Information Technology and Its Applications (SICONIAN 2019)
Series
Advances in Intelligent Systems Research
Publication Date
6 May 2020
ISBN
10.2991/aisr.k.200424.085
ISSN
1951-6851
DOI
10.2991/aisr.k.200424.085How to use a DOI?
Copyright
© 2020, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

risenwbib
TY  - CONF
AU  - Ali IBRAHIM
AU  - Rizqy ZURRIYATI
AU  - Mira Afriana UTAMI
AU  - Siti Larista OCTARIA
AU  - Tri WAHYUNI
AU  - Luh SIADNYANI
AU  - YUSMANIARTI
PY  - 2020
DA  - 2020/05/06
TI  - Implementation of Social Customer Relationship Management Using Instagram and Facebook as Songket Marketing Media
BT  - Proceedings of the Sriwijaya International Conference on Information Technology and Its Applications (SICONIAN 2019)
PB  - Atlantis Press
SP  - 554
EP  - 560
SN  - 1951-6851
UR  - https://doi.org/10.2991/aisr.k.200424.085
DO  - 10.2991/aisr.k.200424.085
ID  - IBRAHIM2020
ER  -