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Journal : Research Report - Social Science

Analytical Customer Relationship Management untuk Restoran Gunawan, Agus; Kornalius, Yoke Pribadi; Athuri, Asdi Aulia; Gunawan, Theresia; Chandra, Ivan; Elisabeth, Elisabeth; Anggara, Patra
Research Report - Humanities and Social Science Vol 1 (2014)
Publisher : Research Report - Humanities and Social Science

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Abstract

Bisnis restoran merupakan suatu bisnis yang cukup kompetitif. Dewasa ini, persaingan dalam bisnis ini bukan hanya berdasarkan rasa dan tampilan dari produk (makanan atau minuman) yang ditawarkan, tetapi juga berdasarkan keunikan konsep yang membangun keunggulan tersendiri dari restoran tersebut di mata konsumen. Dengan keunggulan tersebut, restoran berharap untuk dapat menarik konsumen untuk menjadi pelanggan. Untuk mencapai tujuan ini, salah satu pendekatan yang sering digunakan adalah Customer Relationship Management (CRM).Tantangan yang muncul adalah bagaimana menyusun suatu CRM yang dapat membantu restoran untuk menganalisa proses bisnisnya, termasuk menganalisa bagaimana perilaku pelanggan. Dengan hasil analisa yang mendalam, pramusaji dan kasir dari restoran dapat mempunyai peluang yang lebih besar dalam menciptakan hubungan emosional yang positifdengan pelangan. Analisa seperti ini tidak dihasilkan oleh operational CRM yang sudah umum diimplementasikan dalam bisnis restoran. Pertanyaan yang muncul adalah bagaimana membangun suatu analytical CRM yang mampu menjawab kebutuhan para pelaku di bisnis restoran.Penelitian ini bersifat eksploratif dengan menggunakan kombinasi data kualitatif dan kuantitatif. Studi kasus terhadap tiga restoran menjadi dasar dari penelitian ini. Dengan menggunakan kombinasi pendekatan wawancara, studi dokumen, observasi, dan kuesioner, formula CRM yang sesuai dengan karakteristik restoran dan konsumen di Indonesia diharapkan dapat dihasilkan. Penelitian ini mengusulkan konsep analytical CRM untuk diterapkan di ketiga restoran tersebut. Adapun tujuan penerapan analytical CRM adalah agar pebisnis dapat mendapatkan hasil yang lebih optimal dalam menerapkan CRM.   
SME’s CLUSTERING AND ITS IMPACTS ON INNOVATION IN INDONESIA: CASE STUDY AT CIBADUYUT, WEST JAVA Gandhi Pawitan; Theresia Gunawan
Research Report - Humanities and Social Science Vol. 1 (2012)
Publisher : Research Report - Humanities and Social Science

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Abstract

Globalization is becoming an important issue for most businesses in the world. Since globalization changes business trends and shortens product life cycles, it requires companies to be more innovative in developing new ideas, products and processes. Clustering is one of ways to promote innovation by facilitating sharing information and ideas between firms, attracting buyers and suppliers, and providing opportunities for joint training. Many researches in developed countries found that the proximity between companies facilitated collaboration and provided a more conducive environment for R&D and knowledge sharing which can develop culture of entrepreneurship and innovation. Then, the success of clusters in developed countries has led many government and companies to establish new clusters.Since products from China have been dominated Indonesia’s market share with lower price, it is very difficult for Indonesian Small and Medium Enterprises to compete with lower price also. Therefore, to face the competition, innovation is perhaps as an alternative strategy for Indonesian SMEs. In facts, more than 50% of small and medium enterprises in Indonesia are located in clusters and most of them are located in Java, Bali and Nusa Tenggara. Even though they located in cluster but their innovations still very low and judging from technology perspective, most of them have low level of technologies and still remain in the underdeveloped stage. Therefore, in this research, the author tries to find (1). To what extend do cluster Indonesia promote innovation, (2). To find the reasons why clusters in Indonesia has not been working well in promoting innovation and (3). To investigate what aspects can be improved by Indonesian SMEs to boost their innovation.Keywords: clustering, innovation, small and medium enterprises.