Writer / NIM
NIFANTRI AGUNTA / 531412105
Study Program
S1 - SISTEM INFORMASI
Advisor 1 / NIDN
ARIP MULYANTO, M.Kom / 0023037603
Advisor 2 / NIDN
SITTI SUHADA, S.Kom., MT / 0028057802
Abstract
INTISARI
NIFANTRI AGUNTA. Penerapan Customer Relationship Management (CRM) Berbasis Web Mobile pada Coffee Toffee (Dibimbing oleh pembimbing 1 Arip Mulyanto, S.Kom., M.Kom dan Pembimbing 2 Sitti Suhada, S.Kom., MT)
Proses pelayanan kepada pelanggan dan pengelolaan data yang terjadi pada Coffee Toffee masih kurang maksimal, membuat pelanggan merasa kurang puas dan akan berpindah ke tempat lain. Sehingga Coffee Toffee harus menerapkan strategi bisnis untuk meningkatkan pelayanan kepada pelanggan agar dapat menambah pelanggan baru dengan memberikan layanan yang berbeda untuk memanjakan pelanggannya. Tujuan penelitian yang dilakukan adalah menerapkan strategi bisnis Customer RelationShip Management (CRM) berbasis web mobile dalam meningkatkan layanan kepada pelanggan Coffee Toffee. Metode pengembangan sistem yang digunakan User Centered Design. Hasil penelitian menunjukkan bahwa dengan menerapkan strategi bisnis Customer Relationship Management berbasis web mobile pada Coffee Toffee dapat meningkatkan pelayanan kepada pelanggan, membuat proses pelayanan menjadi lebih mudah dan cepat, serta memudahkan pelanggan dalam melakukan pembayaran dengan adanya sistem deposit.
Kata Kunci : Coffee Toffee, Customer Relationship Management (CRM), Web Mobile, Pelayanan pelanggan.
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ABSTRACT
NIFANTRI AGUNTA. Application of web Mobile Based Customer Relationship Management (CRM) in Coffee Toffee ( Principal supervisor is Arip Mulyanto, S.Kom., M.Kom and Co-supervisor is Sitti Suhada, S.Kom., MT)
Service process to customers and data processing in coffee toffee has not been maximal thus the costumers feel unsatisfied and move to another place. Therefore, Coffee Toffee should implement business strategy to improve services to customers in order to increase number of new customer such as by giving diverse service to comfort the customers. This research aims at implementingweb mobile based Customer Relationship Management business strategy in improving services to customers of Coffee Toffee. Applied system development method is User Centered Design. Finding revals that the apllicationof web mobile based Customers Relationship Management bussines strategy can improve services to customer, make the services to be easier and faster, and facilitate custumers in pyment by the existence of deposit system.
Keywords : Coffee Toffee, Customer Relationship Management, web Mobile, Services to Customers.
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