Penerapan Customer Relationship Management (CRM) Dalam Meningkatkan Kualitas Layanan Pada Toko Yayyshop

Authors

  • Rafiqa Mulia Indah Sari Sam Universitas Handayani Makassar
  • Seni Asria Universitas Handayani Makassar
  • A. Edeth Fuari Anatasya Universitas Handayani Makassar
  • Syahrul Syahrul Universitas Handayani Makassar

Keywords:

customer relationship management (CRM), information systems, websites, stores, sales

Abstract

Yayyshop shop is a business engaged in selling cosmetics and skincare. The yayyshop shop is located at Bumi Pratama Residance Jl. Tamangapa Raya No.3 Bangkala Village, Antang, Manggala District. Problems arise from online marketing because many customers complain about the services provided, such as slow responses, products not being available, slow complaint handling and less than optimal admin performance. The had a negative impact on the store, including reduced customer loyalty and increased cancellation of product orders. Yayyshop shops also don’t have a system to manage and store transaction data, customer data and sales reports, so the process is still manual and takes quite a long time. The purpose of this research is to build a system that can run its business processes and improve the quality of service to customers by implementing a business strategy, namely CRM (Customer Relationship Management). Customer Relationship Management is a comprehensive strategy for stores so that the life cycle of each customer can be used optimally. The result of implementing Customer Relationship Management (CRM) on the Yayyshop shop website are suitable for use, with an answer percentage of 80% of testers agreeing with the display of information on the website, 70% strongly agreeing with the ease of use of menus and features, 70% using this system is overall satisfactory.

References

A. Maritsa, U. Hanifah Salsabila, M. Wafiq, P. Rahma Anindya, and M. Azhar Ma’shum, “Pengaruh Teknologi Dalam Dunia Pendidikan,” Al-Mutharahah J. Penelit. dan Kaji. Sos. Keagamaan, vol. 18, no. 2, pp. 91–100, 2021, doi: 10.46781/al-mutharahah.v18i2.303.

A. Faidlatul Habibah and I. Irwansyah, “Era Masyarakat Informasi sebagai Dampak Media Baru,” J. Teknol. Dan Sist. Inf. Bisnis, vol. 3, no. 2, pp. 350–363, 2021, doi: 10.47233/jteksis.v3i2.255.

N. Edwin Kiky Aprianto, “Peran Teknologi Informasi dan Komunikasi dalam Bisnis,” Int. J. Adm. Bus. Organ. |, vol. 2, no. 1, pp. 1–7, 2021, [Online]. Available: https://ijabo.a3i.or.id

C. D. Maulida Sari and R. Setiyana, “Sosialisasi Digital Marketing pada Usaha Mikro Kecil Menengah (UMKM),” J. Pengabdi. Masy. Darma Bakti Teuku Umar, vol. 2, no. 1, p. 63, 2020, doi: 10.35308/baktiku.v2i1.2050.

W. Ramdhan, E. Rahayu, A. A. Suhendra, and R. Dalimunthe, “Peningkatan Loyalitas Pelanggan Dengan Strategi Implementasi E-Crm Pada Toko Gucci Shoes Bunut,” Communnity Dev. J., vol. 4, no. 1, pp. 114–119, 2023.

Y. Bahtiar and W. Wahyudin, “Pendekatan Customer Relationship Management Untuk Fungsi Strategi Pemasaran dan Peningkatan Brand Kopi Go Karawang,” J. Ilm. Wahana Pendidik., vol. 8, no. 8, pp. 80–87, 2022, doi: 10.5281/zenodo.6610598.

A. Sitorus, I. Kamil Siregar, and S. Sudarmin, “Implementasi CRM Dalam Meningkatkan Pelanggan Pada All Olshop Tanjungbalai,” JATISI (Jurnal Tek. Inform. dan Sist. Informasi), vol. 9, no. 3, pp. 2317–2334, 2022, doi: 10.35957/jatisi.v9i3.2961.

E. Yuniarti and L. Abdillah, “Penerapan Customer Relationship Management (CRM) pada Toko Bella Songket Palembang dengan Metode Up Selling dan Cross Seliing,” Fourth Bina Darma Conf. Ser. Comput. Sci., vol. 4, no. 1, pp. 96–105, 2022.

F. Muhammad, I. Fitri, and R. Nuraini, “Implementasi Customer Relationship Management (CRM) pada Sistem Informasi Pemasaran dengan Menggunakan Framework React.JS Berbasis Website,” J. JTIK (Jurnal Teknol. Inf. dan Komunikasi), vol. 6, no. 1, pp. 93–101, 2022, doi: 10.35870/jtik.v6i1.392.

V. Hikmatillah, “E-CRM Berbasis Web Pada Sistem Informasi Penjualan Toko Kue,” JATISI (Jurnal Tek. Inform. dan Sist. Informasi), vol. 9, no. 4, pp. 3108–3118, 2022, doi: 10.35957/jatisi.v9i4.2365.

N. L. S. Kasih, I. G. K. A. Winata, and N. M. W. S. Sanjaya, “Peran Customer Relationship Management, Service Quality, Nilai Pelanggan Dalam Meningkatkan Loyalitas Pelanggan,” J. STIE Semarang, vol. 13, no. 3, pp. 135–145, 2021.

Downloads

Published

2023-10-17

How to Cite

Rafiqa Mulia Indah Sari Sam, Seni Asria, A. Edeth Fuari Anatasya, & Syahrul, S. (2023). Penerapan Customer Relationship Management (CRM) Dalam Meningkatkan Kualitas Layanan Pada Toko Yayyshop. Prosiding SISFOTEK, 7(1), 319 - 324. Retrieved from https://seminar.iaii.or.id/index.php/SISFOTEK/article/view/381

Issue

Vol. 7 No. 1 (2023): SISFOTEK VII 2023

Section

1. Sistem Informasi Manajemen

License

Copyright (c) 2023 Seminar Nasional Sistem Informasi dan Teknologi (SISFOTEK)

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

http://creativecommons.org/licenses/by/4.0