Penerapan Metode E – CRM Pada Toko Wati Collection

Abstract

Business development in Indonesia is currently growing, especially the home furnishing business because household furniture is one of the most important needs, especially in the household. This development requires companies to pay attention to the marketing activities of the household appliance business, especially to customers at the Wati Collection Store who do not yet have the media and tools to promote the products they sell so that customers do not know if there is a new product or a product that is currently in a promo packag, unless the customer comes directly to the Wati Collection Store. One aspect that affects customer loyalty is satisfaction, which is a comparison between expectations before making a purchase and perceived performance. Electronic Customer Relationship Management (e-CRM) is a method in managing the relationship between the company and its customers in order to increase the loyalty of consuming the products or services offered. In connection with this, a website-based application is needed at the Wati Collection Store that combines sub-systems, including a sales system that makes it easier for customers in the buying process so that it is expected to be used to improve customer service and product sales.