PERANCANGAN SISTEM INFORMASI CUSTOMER RELATIONSHIP MANAGEMENT BERBASIS WEB UNTUK MENINGKATKAN LOYALITAS PELANGGAN PADA LAUNDRY XYZ

Abstract

With more laundry outlets being opened, the competition is getting tighter where customer satisfaction is a top priority as a strategy to retain old customer and get new customer. Today’s customer satisfaction does not only cover the quality of the laundry results but also covers the service from beginning to the end of the transaction, including the information on laundry time and information about the information on laundry completiontime. Customer Relationship Management (CRM) is a strategy used by business people in managing relationships with customers so that they can maximize communication in order to gain customer trust and loyalty. Web E-CRM has been successfully built using the waterfall system development method through 5 stages, namely planning, analysis, desing, implementation and system stages. The E-CRM web implementation phase is done by testing the system. Testing e-crm using black box testing where the method test the input and output functionality of a software.