Implementasi Sistem Informasi Customer Relationship Management (CRM) untuk Meningkatkan Pelayanan Pelanggan Berbasis Web (Studi Kasus: Forester Jakal)

Kumalasari, Eirina Suluh (2024) Implementasi Sistem Informasi Customer Relationship Management (CRM) untuk Meningkatkan Pelayanan Pelanggan Berbasis Web (Studi Kasus: Forester Jakal). Tugas Akhir thesis, University of Technology Yogyakarta.

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Abstract

IMPLEMENTATION OF A WEB-BASED CUSTOMER RELATIONSHIP MANAGEMENT (CRM) INFORMATION SYSTEM TO IMPROVE CUSTOMER SERVICE (Case Study: Forester Jakal) Eirina Suluh Kumalasari, Iwan Hartadi Tri Untoro, S.T., M.Kom. Information Systems Study Program, Faculty of Science & Technology University of Technology Yogyakarta Jl. Ringroad Utama Jombor Sleman Yogyakarta Email : adjicahyaaaa@gmail.com, iwan.hartadi@uty.ac.id ABSTRACT This research focuses on the implementation of a web-based Customer Relationship Management (CRM) Information System to improve customer service at Forester Jakal, a climbing product shop with the Consina and Forester brands. This implementation aims to overcome the main problems which include sub-optimal customer data management, the absence of a loyalty program, and the lack of a forum for customer feedback. Pre-designed system. The research was designed using several stages such as identifying problems, collecting data, analyzing the system, designing the system using DFD, with testing using the Black Box Testing method resulting in a success percentage of 86%. In conclusion, the implementation of a web-based customer relationship management (CRM) information system significantly improves customer service at Forester Jakal. Keywords: Customer Relationship Management (CRM), Information Systems, Web Implementation, Forester Jakal, Loyalty Program, Customer Data Management, Customer Feedback, Black Box Testing, Customer Service.

Item Type: Thesis (Skripsi, Tugas Akhir or Kerja Praktek) (Tugas Akhir)
Subjects: T Technology > T Technology (General)
Divisions: Fakultas Sains Dan Teknologi > S1 Sistem Informasi
Depositing User: Kaprodi S1 Sistem Informasi UTY
Date Deposited: 16 Aug 2024 03:14
Last Modified: 16 Aug 2024 03:14
URI: http://eprints.uty.ac.id/id/eprint/16238

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