Implementation of a Cloud-Based CRM System to Improve Customer Loyalty in Digital Startups in Indonesia

Authors

  • Agus Purwanto Institut Teknologi dan Bisnis STIKOM Bali
  • Anggun Nugroho Institut Teknologi dan Bisnis STIKOM Bali
  • Lanang Mustika Bahy Univeritas Muhammadiyah jakarta
  • Joko Santoso Institut Teknologi dan Bisnis STIKOM Bali
  • Shofwan Hanief Institut Teknologi dan Bisnis STIKOM Bali

DOI:

https://doi.org/10.58812/wsist.v3i02.2164

Keywords:

Cloud-Based CRM, Customer Loyalty, Digital Startups, Indonesia, Qualitative Analysis

Abstract

The rapid growth of digital startups in Indonesia has created a highly competitive market where customer loyalty is critical for long-term sustainability. This study explores the implementation of cloud-based Customer Relationship Management (CRM) systems as a strategic tool to enhance customer loyalty in digital startups. Using a qualitative research approach, data were collected through semi-structured interviews with five informants, including founders, managers, and IT specialists from startups in the e-commerce, fintech, and digital services sectors. The findings reveal that cloud-based CRM systems provide significant benefits, including improved customer engagement, real-time responsiveness, personalized communication, and scalability to support business growth. However, the study also identifies challenges related to data security, staff readiness, and system integration. The results highlight that cloud-based CRM is not only a technological tool but also a strategic enabler that helps startups build competitive advantage through customer-centric approaches. This research contributes to the understanding of CRM adoption in emerging markets, offering practical insights for digital entrepreneurs in Indonesia to strengthen customer loyalty.

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Published

2025-08-29

Issue

Vol. 3 No. 02 (2025): West Science Information System and Technology

Section

Articles

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Copyright (c) 2025 Agus Purwanto, Anggun Nugroho, Lanang Mustika Bahy, Joko Santoso, Shofwan Hanief

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How to Cite

Implementation of a Cloud-Based CRM System to Improve Customer Loyalty in Digital Startups in Indonesia (A. . Purwanto, A. . Nugroho, L. M. . Bahy, J. . Santoso, & S. Hanief , Trans.). (2025). West Science Information System and Technology, 3(02), 118-125. https://doi.org/10.58812/wsist.v3i02.2164