PENGEMBANGAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

Persaingan bisnis sekarang tidak hanya bertumpu pada kualitas

produk atau jasa saja, melainkan lebih pada kualitas layanan yang secara

esensial bersifat unik, bermutu tinggi dan memiliki perbedaan yang kuat akan

menjadi nilai tambah bagi para Pelanggan, meskipun ada produk atau jasa

yang sejenis. Penerapan CRM hanya akan optimal apabila dibantu dengan

dukungan Teknologi Informasi (TI) untuk meningkatkan pengetahuan yang

mendalam tentang kebutuhan pelanggan, meningkatkan akses bagi pelanggan,

menciptakan interaksi dengan pelanggan yang lebih efektif dan terpadu

melalui seluruh channels yang terhubung dengan fungsi internal (back office).

Tujuan dari penelitian ini adalah pengembangan sistem penangan keluhan

Penghuni apartemen berbasis Sistem Informasi Manajemen (SIM) terpadu

untuk usulan perbaikan atau perawatan pada apartemennya.

Penelitian ini menggunakan metodologi waterfall untuk

pengembangan SIM nya dengan cara menganalisis kebutuhan setiap

penggunanya dan membuat perancangan untuk pengembangan sistem

penanganan keluhan Penghuni apartemen. System request form (SRF)

merupakan sebuah media pengelolaan data dan informasi penanganan keluhan

yang diperoleh dari Penghuni kepada pihak Management building. Setelah

dilakukan survei melalui questioner online yang terdapat pada aplikasi

menunjukan bahwa tingkat kepuasan Penghuni apartement terhadap sistem

pelayanan penanganan keluhan yang baru dalam kategori “Baik”

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