IRAWAN, FAJAR (2021) SISTEM ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT PADA KAFE MANU KOPI DENGAN METODE WATERFALL. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The COVID-19 pandemic has forced businesses to adapt to current conditions. It is undeniable that the COVID-19 pandemic has had a major impact on the business world,so business actors must begin to rearrange strategies so that their businesses can survive in the midst of this new normal era. One of the affected coffee shops is Manu Kopi, so it is necessary to design an application with the concept of E-CRM in order to increase customer loyalty which helps visitors for promotional information media, a forum for criticism and suggestions for coffee shops. Therefore, an E-CRM (Electronic Customer Relationship Management) application is needed which aims to provide convenience to coffee shop customers and Firebase Cloud Firestore as a database that functions as automatic and realtime data storage and changes. We design using the waterfall method which consists of several stages, namely: data analysis stage, planning stage, implementation stage and testing stage, and PIECES analysis is used to identify problems. The result of this research is an application with the concept of Electronic Customer Relationship Management that is able to make visitors feel comfortable when socializing and maintain customer loyalty. Key words: E-C RM, (Firebase), Cloud Firestore, Waterfal Methodl, PIECES Analysis Pandemi COVID-19 memaksa para pelaku usaha untuk beradaptasi dengan kondisi saat ini. Tidak dapat dipungkiri bahwa pandemi COVID-19 berdampak besar bagi dunia usaha, sehingga para pelaku usaha harus mulai menyusun kembali strategi agar usahanya dapat bertahan di tengah era new normal ini. Salah satu coffee shop yang terkena dampak adalah Manu Kopi, sehingga sangat diperlukan perancangan aplikasi dengan konsep E-CRM dalam rangka meningkatkan customer loyalty yang membantu pengunjung untuk media informasi promosi, wadah kritik dan saran bagi coffee shop . Oleh karena itu, diperlukan aplikasi E-CRM (Electronic Customer Relationship Management) yang bertujuan untuk memberikan kemudahan kepada pelanggan coffee shop dan Firebase Cloud Firestore sebagai database yang berfungsi sebagai penyimpanan dan perubahan data secara otomatis dan real-time. Kami merancang menggunakan metode waterfall yang terdiri dari beberapa tahapan yaitu: tahap analisis data, tahap perencanaan, tahap implementasi dan tahap pengujian, dan untuk mengidentifikasi masalah digunakan analisis PIECES. Hasil dari penelitian ini berupa aplikasi dengan konsep Electronic Customer Relationship Management yang mampu membuat pengunjung merasa nyaman saat bersosialisasi dan menjaga loyalitas pelanggan Kata kunci: E-CRM, Firebase, Cloud Firestore, Metode Waterfall, Analisa PIECES
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