Customer Management at Gig's Batik MSMEs to Build Customer Loyalty
This community service activity aims to: (1). Increase partners' understanding of the importance of building customer
loyalty, (2). Upgrade partners' knowledge and skills in managing customer databases so that they can be used for
implementing further marketing programs such as: providing information on new products or to promote products, and
(3). Broaden partners' insights in managing customer loyalty as one of the bases to support improving MSMEs business
performance. The method used in this community service activity is through outreach activities, training and monitoring
or mentoring program implementation. The results of the implementation of the community service program indicate an
increase in partners' knowledge regarding the importance of building customer loyalty, managing customer data and an
increase in partners' skills in documenting customer databases. Besides that, partners also have additional knowledge
about managing customer loyalty Based on the programs that have been implemented, it can be concluded that customer
relationship management is an important key to building customer loyalty. For this reason, entrepreneurs need to focus
on consumers so that they feel satisfied and are willing to make repeated purchases of the products offered by MSMEs.
Agrawal, S. R. Adoption of WhatsApp for Strengthening Internal CRM Through Social Network Analysis.
Journal of Relationship Marketing. 2020; 20 (4): 1–21.
Herman,L.E.,Sulhaini,S.,&Farida, N. Electronic Customer Relationship Management and Company Performance:
Exploring the Product Innovativeness Development. Journal of Relationship Marketing. 2020; 20 (1):1–19.
Khan, R.U., Iqbal. Q., & Yang, S. The Impact of Customer Relationship Management and Company Reputation
on Customer Loyalty: The Mediating Role of Customer Satisfaction. Journal of Relationship Marketing. 2020;
Kyurova,V., & Davidkova, B.K. Study of Customer Loyalty in Small and Medium-Sized Enterprises in the Field
of Trade in Bulgaria. SHS Web of Conferences: Globalization and its Socio-Economic Consequences. 2020; 1-10.
Ismail. I.J. Speaking to The Hearts of The Customers! The Mediating Effect of Customer Loyalty on Customer
Orientation, Technology Orientation and Business Performance. Technological Sustainability. 2023; 2 (1): 44-66.
Mandal, P. C. Roles of Customer Databases and Database Marketing in Customer Relationship
Management. International Journal of E-Business Research (IJEBR). 2022; 18(1): 1-12.
Nuvriasari, A., Ishak, A., Hidayat, A., Mustafa, Z., & Haryono, S. The Effect of Market and Entrepreneurship
Orientation on Business Performance: The Role of Entrepreneurial Marketing in Indonesian Batik Industries.
European Journal of Business and Management. 2020; 12(5): 29-37.
Sheng, H.F. & Bernarto, I. Effect of Loyalty Program Advantages Towards Satisfaction and Brand Loyalty:
Indonesian Bubble Tea Industry. Jurnal Muara Ilmu Ekonomi dan Bisnis. 2022; 6 (1): 126-136.
How to Cite
Copyright (c) 2023 Audita Nuvriasari, Audita Nuvriasari, Jauhar Zaharsah, Fanny Agustin, Khoiriah Shanas, Eko Yulianto
This work is licensed under a Creative Commons Attribution 4.0 International License.