<![CDATA[The era of information technology development has encouraged the importance of implementing Collaborative Customer Relationship Management (CRM) to increase customer satisfaction and loyalty. This research focuses on the implementation of CRM at XYZ Company, an online ticket booking and tourism service platform in Indonesia. The main goal is to enhance customer satisfaction and loyalty through an Email Marketing strategy using Zoho CRM, as well as to measure its success using Net Promoter Score (NPS) calculations. The method used is quantitative and descriptive. The research results indicate that the application of Zoho CRM in Email Marketing has successfully elevated customer satisfaction levels, with NPS calculations reaching 36%, surpassing the minimum expected value for a Travel Website, which is 16%. Despite not all customers utilizing email, the high NPS results signify the effectiveness of the implemented CRM strategy. This research offers insights into the role of CRM in maintaining robust customer relationships and bolstering business success in the digital era.Keywords: Collaborative CRM; Customer Loyalty; Net Promoter Score. AbstrakEra perkembangan teknologi informasi telah mendorong pentingnya penerapan Collaborative Customer Relationship Management (CRM) dalam meningkatkan kepuasan dan loyalitas pelanggan. Penelitian ini difokuskan pada implementasi CRM di Perusahaan XYZ, sebuah platform pemesanan tiket dan layanan wisata online di Indonesia. Tujuan utamanya adalah meningkatkan kepuasan dan loyalitas pelanggan melalui strategi Email Marketing menggunakan Zoho CRM, serta mengukur keberhasilannya menggunakan pengukuran Net Promoter Score (NPS). Metode yang digunakan adalah deskriptif kuantitatif. Hasil penelitian menunjukkan bahwa penerapan Zoho CRM dalam Email Marketing telah berhasil mencapai tingkat kepuasan pelanggan, dengan perhitungan NPS mencapai 36% yang melebihi nilai minimal yang diharapkan untuk sebuah Travel Website yaitu 16%. Meskipun tidak semua pelanggan menggunakan email, hasil NPS yang tinggi menunjukkan keberhasilan strategi CRM yang diimplementasikan. Penelitian ini memberikan wawasan tentang peran CRM dalam mempertahankan hubungan pelanggan yang kuat dan meningkatkan kesuksesan bisnis di era digital. ]]>
