CRM Analytics Implementation of CRM Analytical as a Strategy to Increase Customer Satisfaction and Loyalty at Tepi Santai Coffee Web-Based
Implementation of Web-Based Information System for Customer Behavior Analysis Using ROLAP
DOI:
https://doi.org/10.25134/cloud.v11i2.532Keywords:
CRM Analytical, Kepuasan Pelanggan, OLAP, Sistem Informasi Berbasis Web, Whitebox TestingAbstract
The rapid development of information technology encourages businesses, including Tepi Santai Coffee, to innovate in improving customer relationships. This study aims to implement a web-based Analytical Customer Relationship Management (CRM) as a strategy to enhance customer satisfaction and loyalty using the Prototyping method. The system includes customer data management, ordering, payment, feedback, and analytical reports on customer preferences. Blackbox Testing results show that all functions run according to user needs, while Whitebox Testing confirms that the logic and code structure work properly without errors. Thus, implementing Analytical CRM through a Web-Based Information System effectively supports structured customer data management, strategic decision-making, and improves customer satisfaction and loyalty at Tepi Santai Coffee.
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