Perancangan Sistem Customer Relationship Management (CRM) Dengan Metode Human-Centered Design (HCD) Berbasis Web (Studi Kasus : CV. Samara Inti Abadi)

Abstract

In the era of globalization marked by the rapid development of digital technology, the world's economic system is undergoing significant changes from a general model to a technology-based model. This condition requires companies to be able to adapt quickly and innovate to remain globally competitive. Technology not only breaks down geographical boundaries, but also opens up new opportunities to increase productivity and business efficiency through process digitization. Problems in customer data management at CV. Samara Inti Abadi are still done manually, making information difficult to integrate and cannot be accessed quickly when needed. A web-based CRM system was created using the HCD method to transform the customer management process from a manual system to a structured web-based digital system to facilitate strengthening and accelerate data access, with data collected through observations and interviews with CV. Samara Inti Abadi. The system has been proven to be able to access customer data quickly and efficiently by CV Samara Inti Abadi. Ease of access anywhere and anytime is a positive value for CV Samara Inti Abadi, because customer data management can be handled at any time without the hassle of manual input. This management can see how often customers make transactions, the current order status, and the nominal value of each order that occur.