PERANCANGAN SISTEM INFORMASI CUSTOMER RELATIONSHIP MANAGEMENT UNTUK GREEN PRAMUKA CITY

• Main Author: Puspa Melati, Lydia
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/56008
• Institution: Institut Teknologi Bandung

The increasing opportunity of real estate industry is pushing companies to level up their qualities in front of the customers. Customer relationship management is used to increase company’s interaction with customer and develop better understanding about customer. The latter could help company to plan marketing strategies based on customer needs. Green Pramuka City is one of the real estate developer in Jakarta who wants to level up their customer service and have their customer data integrated in a database for better analysis. Based on those problems, developing an operational and analytical CRM system is a solution that the company need. The system development is conducted by using Framework for the Application of System Thinking (FAST) and a CRM framework developed by Geib et al. (2005). The actions taken in the development include business process mapping, scope and objective identification, selection of features and grand design, requirement analysis, system modelling, and user interface prototype design. The final design has been verified in terms of the suitability with the functional requirement. It has also been validated by the company. The results are the system is capable of increasing process efficiency, integrating customer data, developing better understanding of the customer, and increasing the performance of customer service.