Development of a Customer Relationship Management (CRM) System To Increase Customer Equity (CE) at PT. AJAS

Abstract

T. AJAS (Alif Jaya Abadi Sarana) is a service company engaged in the field of land transportation that provides a wide range of tourism buses of the highest quality. Transportation or transportation is a very important field of activity in the life of the Indonesian people. At present most of the activities in the company are still using the old system, the company cannot make a continuous relationship to customers. This raises problems because customers cannot help marketing the company's products, customer loyalty is not managed by the company and finally there is a decline in income from the company due to intense competition with the emergence of similar companies that have recently been established with good quality and customer relations the good one. Customer Relationship Management (CRM) is a strategy used by an organization or company to be able to create and maintain a good and sustainable relationship with customers and reduce the possibility of customers moving to other companies. This research aims to build a Customer Relationship Management (CRM) website based on PT. Alif Jaya Abadi Sarana in order to establish relationships and improve services to customers and produce Customer Equity (CE). The development of this research system uses the waterfall model. This research will produce a website-based Customer Relationship Management (CRM) system which will then produce Customer Equity (CE), with the development of Customer Relationship Management (CRM) expected by PT. Alif Jaya Abadi Sarana can establish an ongoing relationship, gain customer loyalty, can improve its services to customers and is no less competitive with other tourism transport providers.