Implementasi Sistem CRM Berbasis Web Untuk Pengelolaan Membership Dan Loyalty Point
https://doi.org/10.26594/teknologi.v16i2.6407
Abstract
Penelitian ini bertujuan untuk merancang dan mengimplementasikan sistem Customer Relationship Management (CRM) berbasis web dalam pengelolaan membership dan loyalty point pada Leni Love Hijab, sebuah usaha ritel fashion muslim yang menghadapi permasalahan dalam pengelolaan data pelanggan dan strategi retensi pelanggan. Permasalahan utama yang dihadapi adalah proses pencatatan data pelanggan dan transaksi yang masih dilakukan secara manual, sehingga kurang efektif dalam mendukung pelayanan dan pengambilan keputusan. Metode yang digunakan dalam penelitian ini terdiri dari dua pendekatan, yaitu pengumpulan data secara kualitatif melalui observasi, wawancara, dan studi pustaka, serta pengembangan sistem menggunakan pendekatan rekayasa perangkat lunak dengan model Software Development Life Cycle (SDLC) metode Waterfall. Sistem yang dikembangkan mengintegrasikan fitur utama CRM, yaitu pengelolaan data pelanggan, pencatatan transaksi, membership, serta loyalty point.Hasil penelitian menunjukkan bahwa sistem mampu mengelola data pelanggan dan transaksi secara terintegrasi serta mendukung proses pelayanan yang lebih terstruktur. Pengujian sistem dilakukan menggunakan metode Black Box Testing dengan berbagai skenario valid dan invalid, yang menunjukkan bahwa seluruh fungsi sistem berjalan sesuai dengan yang diharapkan. Selain itu, fitur membership dan loyalty point mampu mendukung strategi retensi pelanggan dengan memberikan insentif terhadap aktivitas pembelian. Dengan demikian, implementasi sistem CRM berbasis web pada Leni Love Hijab tidak hanya berfungsi sebagai alat pengelolaan data, tetapi juga sebagai strategi dalam meningkatkan loyalitas pelanggan secara lebih terukur dan berkelanjutan.
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