CUSTOMER RELATIONSHIP MANAGEMENT  APPLICATION TO SUSTAIN CUSTOMER SERVICE QUALITY

Rudy Max Damara Gugat; Isdaryanto Iskandar

Authors

Rudy Max Damara Gugat Faculty of Engineering, Atma Jaya Catholic University of Indonesia
Isdaryanto Iskandar Faculty of Engineering, Atma Jaya Catholic University of Indonesia

Keywords:

Customer Relationship Management, Customer Service Quality, Maintain customer loyalty

Abstract

Customer Relationship Management (CRM) is one method for maintaining and enhancing the quality of customer service. By establishing strong customer relationships, it is possible to overcome challenges in comprehending and interpreting client needs. The CRM system is web-based and includes capabilities to effectively reach customers. This study aims to build a CRM system to make it easier for businesses to identify superior features that may be tailored to client needs, including product recommendation features, promotional features, and transaction features. sales transaction. According to the test results, there are four blackbox testing scenarios for system features; as a result, all system features have been operating successfully and in accordance with user requirements, allowing them to be continued during the system implementation phase to support businesses and customers.

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