Jurnal Publikasi STMIK Pontianak

Perancangan Sistem Electronic Customer Relationship Management Untuk Mempertahankan Loyalitas Pelanggan


Abstracts: The increasing amount of business competition and development of information technology direct the customers to the competitors. The customers' loyalty shows continual decline because of the easiness in finding various product with recent features through various social media. This condition clearly requires the management of the companies to seek a new breakthrough to maintain the customers' loyalty. E-CRM (Electronic Customer Relationship Management) system is a true solution to establish a strong relationship between the companies and the customers. The purpose of this research is to produce E-CRM system that can help the management of motorcyle spare part distributors to understand and manage all customers' needs more personally; therefore, quicker and better services resulting in customers' satisfaction and loyalty can be provided. E-CRM system design uses the method of RAD (Rapid Application Development). The research results show that E-CRM system can provide easiness in mangaging all customers' data and attract new customers through online communicative and interactive facilities. E-CRM system has the database of customers' information and, therefore, can provide and offer goods based on their needs


Keyword: E-CRM System, Communicative and Interactive, Customers' loyalty, RAD Method

Jurnal Publikasi STMIK Pontianak By SANDY KOSASI