Pratama, Alvinza (2024) Analisis Dan Perancangan Sistem Informasi Customer Relationship Management (crm) (studi Kasus: Outlet Titik Beku). Other thesis, Universitas Islam Riau.

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Abstract

Large and successful companies always build very strong relationships with their customers, one of which is by applying the concept of Customer Relationship Management (CRM) in their business strategies. Customers are a highly valuable asset for every company. Therefore, companies strive to maintain customer loyalty, as loyal customers will impact the sustainability of their purchases of a company’s products and services, as well as their willingness to recommend these products and services to others. This advantage leads companies to design and develop a business strategy that can create customer loyalty through the products or services offered. However, currently, companies still lack detailed knowledge about their customers. Companies need an information system that can manage the relationship between the company and its customers and apply the CRM concept to be utilized in the customer care center department of the company. The implementation of CRM concepts in business activities is expected to increase the number of customer transactions by applying the CRM concept in the developed information system. This system has been tested and evaluated using a questionnaire at the Titik Beku Outlet and by the distributors of Titik Beku Outlet, and the results were processed using the Likert method. The processed result showed an index of 92,75%, indicating strong agreement for the implementation of this system at the Titik Beku Outlet.

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