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All Journal Kurawal - Jurnal Teknologi, Informasi dan Industri
Widyastuti, Yuanita Maria
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Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Industrial & Manufacturing Engineering Other

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PERENCANAAN DAN ANALISIS KEBUTUHAN PENGGUNA DALAM PENGEMBANGAN SISTEM INFORMASI HUBUNGAN PELANGGAN Putrianto, Novenda kartika; Widyastuti, Yuanita Maria; Oktiarso, Teguh
Kurawal - Jurnal Teknologi, Informasi dan Industri Vol 7 No 1 (2024): Jurnal Kurawal Volume 7, Nomor 1, March 2024
Publisher : Universitas Ma Chung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33479/kurawal.v7i1.1064

Abstract

This study aims to plan and analyze the development of a Customer Relationship Management (CRM) system at PT XYZ, a company in the financial services sector. Facing increasing competition, PT XYZ requires a structured CRM system to enhance operational efficiency, customer relationship management, and support pemasaran and sales activities. This study employs the System Development Life Cycle (SDLC) approach, focusing on the initial two phases: planning and analysis. Data was collected through interviews, observations, and literature studies to formulate the vision and mission, as well as to identify the functional and non-functional requirements of the system. The results indicate that by establishing a clear vision and mission and comprehensively identifying user needs, the planned CRM system can effectively address the operational challenges of PT XYZ. The key features identified include contact management, complaint handling, knowledge support, and pemasaran campaign management. These findings provide a crucial foundation for progressing to the design and implementation phases, with the expectation of improving company performance and strengthening competitive advantage in the market. The study concludes that systematic planning and analysis are critical steps in the development of an effective information system.
PERANCANGAN SISTEM CUSTOMER RELATIONSHIP MANAGEMENT UNTUK MENINGKATKAN EFISIENSI OPERASIONAL DAN KEPUASAN PELANGGAN Putrianto, Novenda kartika; Widyastuti, Yuanita Maria; Oktiarso, Teguh
Kurawal - Jurnal Teknologi, Informasi dan Industri Vol 7 No 1 (2024): Jurnal Kurawal Volume 7, Nomor 1, March 2024
Publisher : Universitas Ma Chung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33479/kurawal.v7i1.1066

Abstract

This study aims to design and implement an effective Customer Relationship Management (CRM) system for PT XYZ, a company operating in the financial services sector. Through the design phase of the System Development Life Cycle (SDLC), the CRM system is expected to enhance the company’s operational efficiency, particularly in managing customer data, marketing processes, and customer services. The research findings indicate that the developed CRM system successfully meets the identified business needs, such as facilitating customer information management, increasing the effectiveness of marketing activities, and providing faster and more accurate solutions in responding to customer complaints. The implications of this study suggest that a system design tailored to user needs can have a significant positive impact on company performance. Additionally, this research provides practical guidance for other companies in developing CRM systems that align with their specific requirements. However, the study also acknowledges limitations in evaluating the long-term performance of the implemented system. Therefore, future research is recommended to focus on the continuous evaluation of system performance and its impact on customer satisfaction and retention.
IMPLEMENTASI SISTEM CUSTOMER RELATIONSHIP MANAGEMENT Putrianto, Novenda kartika; Widyastuti, Yuanita Maria; Oktiarso, Teguh
Kurawal - Jurnal Teknologi, Informasi dan Industri Vol 7 No 1 (2024): Jurnal Kurawal Volume 7, Nomor 1, March 2024
Publisher : Universitas Ma Chung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33479/kurawal.v7i1.1068

Abstract

This study discusses the implementation of a Customer Relationship Management (CRM) system at PT XYZ, focusing on the implementation stages within the System Development Life Cycle (SDLC). The primary goal of this study is to enhance the company's operational efficiency through better customer data management, more systematic prospect reporting, and more effective campaign result monitoring. During the implementation process, various stages were carried out, including system development, testing, and deployment in the company environment. The study's results indicate that the CRM implementation successfully improved operational efficiency, particularly in handling customer complaints and providing comprehensive information access. This study also offers important implications for other companies looking to adopt a CRM system, highlighting the importance of thorough planning and user training to maximize system benefits. Further studies are recommended to evaluate the long-term impact of CRM on company performance and to explore the integration of new technologies such as AI and machine learning into the CRM system.
Co-Authors Putrianto, Novenda Kartika Teguh Oktiarso, Teguh