Implementasi Customer Relationship Management (CRM) pada Pelayanan Klinik Kyna Beauty Skincare Berbasis Web - Adib Fairil Saputra; Fajar Nugraha; Syafiul Muzid (Jurnal Nasional Komputasi dan Teknologi Informasi (JNKTI), 2025)
Abstrak - Klinik Kyna Beauty Skincare menghadapi permasalahan dalam pengelolaan hubungan pelanggan, termasuk ketidakmampuan dalam mencatat transaksi dan keluhan, yang berpotensi menurunkan loyalitas pelanggan dan citra klinik. Penelitian ini bertujuan untuk mengembangkan dan mengimplementasikan sistem Customer Relationship Management (CRM) berbasis web guna meningkatkan kualitas layanan, loyalitas pelanggan, dan efektivitas promosi. Sistem dirancang menggunakan bahasa pemrograman PHP dan basis data MySQL, dengan fitur meliputi booking layanan secara daring, pemesanan produk, pencatatan rekam medis, notifikasi WhatsApp sebagai pengingat jadwal, serta pengelolaan kritik dan testimoni. Hasil implementasi menunjukkan bahwa sistem CRM ini mampu mempermudah interaksi pelanggan dengan klinik, meningkatkan efisiensi layanan, serta memperluas jangkauan promosi secara digital. Temuan ini mengindikasikan bahwa penerapan CRM memberikan solusi nyata dalam pengelolaan hubungan pelanggan secara berkelanjutan di sektor layanan kecantikan.Kata Kunci : Customer Relationship Management; klinik kecantikan; sistem informasi; loyalitas pelanggan; PHP; MySQL; web; Abstract - Kyna Beauty Skincare Clinic faced challenges in managing customer relationships, including the lack of transaction and complaint records, which potentially decreased customer loyalty and harmed the clinic’s reputation. This study aimed to develop and implement a web-based Customer Relationship Management (CRM) system to enhance service quality, customer retention, and promotional effectiveness. The system was developed using PHP programming language and MySQL database, featuring online treatment reservations, product ordering, medical record tracking, WhatsApp notification reminders, and modules for managing feedback and testimonials. The results indicated that the implemented CRM system successfully facilitated easier access to information, improved service efficiency, and expanded promotional reach. These findings suggest that CRM adoption provided a practical solution for sustainable customer relationship management in the beauty care service sector.Keywords: Customer Relationship Management; beauty clinic; information system; customer loyalty; PHP; MySQL; web;