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.