RANCANG BANGUN SISTEM INFORMASI BERBASIS WEB DENGAN STRATEGI E-CRM UNTUK PENINGKATAN LOYALITAS PELANGGAN HOME CLEANING PADA CV RESTAR SUKSES ABADI

Marissa Sabrina, Anita Diana, Dwi Achadiani

Abstract


The use of Electronic Customer Relationship Management (E-CRM) is widely used as part of a strategy to increase customer loyalty in the home cleaning industry. This study aims to design and implement a web-based E-CRM information system at CV Restar Sukses Abadi as a solution to the problems faced. The problem faced is the difficulty of getting new customers, because service offers and promotions are limited to direct communication with business owners and customers through a network of acquaintances. In addition, the administration, transaction, and operational data management processes still use conventional methods that are less effective. The absence of an adequate system to accommodate customer complaints and reviews is also an obstacle to improving service quality. This study focuses on designing a web-based E-CRM information system, with a focus on getting new customers (acquire) and maintaining strong customer relationships (retain). This study uses the Rapid Application Development (RAD) approach for rapid application development. The results of this study are that a web-based E-CRM information system can be an effective strategy in increasing customer loyalty in home cleaning services.


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DOI: http://dx.doi.org/10.36723/juri.v16i2.711

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