STRATEGI CRM GUNA PENINGKATAN PELAYANAN PELANGGAN DI INDAH SHOP

Indah Shop is a sales shop that markets its products in the form of various types of clothing and accessories especially for men. In developing its business, Indah Shop continues to strive to expand its target market to outside cities and even throughout Indonesia. The problem that occurs is that sales are still carried out conventionally in the sense that customers have to come directly to the store to buy products, which sometimes results in disappointment for customers because the product they are looking for has run out or is no longer available. Indah Shop does not utilize e-commerce platforms or other marketplaces because it can cause price comparisons so that customers switch to other stores and customers do not focus on Indah Shop products. Another problem that occurred was that data collection at Indah Shop was still done manually, both product data and customer data. While the calculation and sales processes still use calculators and proof of purchase receipts still use ordinary receipts, both of which are considered very ineffective and efficient because of the vulnerability to data loss and the difficulty when giving bonuses as a form of reward to customers. To achieve its goals, Indah Shop needs a website that can connect sellers and buyers from different places and will not be an obstacle in making transactions. With the implementation of CRM at Indah Shop, it is hoped that it will be able to improve good relations between customers and sellers so that sellers can retain old customers, and with a web-based CRM marketing strategy it is hoped that it will be able to attract new customers, because customers can place product orders, find out product availability, and price discount information through a system that has been created so that customers do not need to come in person and can order products anytime and anywhere without any time limits.