Customer Relationship Management (CRM) Analysis and Design to Provide Customer Service in The Culinary Field (Case Study Restaurant XYZ)

Lorio Purnomo, Sfenrianto

doi:10.17762/turcomat.v12i6.5787

Abstract

There has been a lot of discussion regarding Customer Relationship Management (CRM) in recent years, where the CRM function to provide customer service in the culinary field has been widely applied by culinary business entrepreneurs. Restaurant XYZ, which started the culinary business in 2018, will design a CRM system to improve service to its customers, this is because it has not been optimal in the process of providing services to its customers. Before doing the design, an analysis phase is needed which is carried out using the Fishbone Method, this method is expected to help in analyzing the constraints and needs of the Restaurant XYZ in the best CRM design. The design using the Diagram Unified Modeling Language (UML) and User Centered Design (UCD) approach, is expected to create a CRM system as expected by the owner of Restaurant XYZ. The CRM that has been planned is expected to help the owner in providing services to Restaurant XYZ customers.

Highlights

The digital world is inevitable in this Millennial era, almost everyone in this world carries out their daily activities cannot be separated from digital activities
The concept of User Centered Design (UCD) is that the user is the center of the system development process
We will discuss the problems faced by Restaurant XYZ Restaurant which currently have not implemented Customer Relationship Management, the first stage, making an analysis of the obstacles that occur, the author uses the Fishbone Method to find out indicators of the obstacles that occur

Summary

Introduction

The digital world is inevitable in this Millennial era, almost everyone in this world carries out their daily activities cannot be separated from digital activities. Researchers try to reveal in terms of the culinary business, where with the convenience of the digital world, the culinary business has become a business activity that opens opportunities and hopes to pursue better income from the culinary business This is strengthened from the Statistical Data and CREATIVE ECONOMIC Survey Results of the Cooperation between the Creative Economy Agency and the Central Statistics Agency on March 8, 2017, as shown in Figure 1 below.[1]. Digital developments change the habits of consumers or customers, who previously were more likely to come and eat at restaurants that they like, but the digital worldforms new habits, so that the development of population spending changes, leading to food and drink shopping that is increasing

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