@misc{eprints57693,
           title = {PENGEMBANGAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
DENGAN INTEGRASI INFORMASI GEOGRAFIS PADA BERBASIS 
WEB
},
          author = {1517051160  M. Harun Ar Rasyid},
         address = {UNIVERSITAS LAMPUNG},
       publisher = {FAKULTAS MIPA},
            year = {2019},
             url = {http://digilib.unila.ac.id/57693/},
        abstract = {i
Customer  Relationship  Management  is  an  action  in  business  strategy  to  get 
customer  satisfaction with mutually beneficial solutions. Customer satisfaction is 
built  to  gain  trust  so  that  customers  do  not  move  towards  competitors  in  the 
business.  Something  can  be  categorized  as  having  customer  relationship 
management  if  it  has  three  criterias,  namely  operational,  analytical,  and 
collaborative.  CRM Information System  in Kopi Bubuk Khas Lampung  has been 
developed by providing several features that have criteria as customer relationship 
management.  The  features  are  customer  data  management,  direct  ordering  by 
customers,  displaying  the  route  to  the  customer,  analyzing  frequently  ordered 
products, recording transactions during the production process, and sending SMS 
gateway notifications to customers.
Keywords: customer relationship management, satisfaction, criteria, bussiness, 
crm information system.

Customer Relationship Management  adalah  sebuah tindakan dalam strategi bisnis 
untuk  mendapatkan  kepuasan  pelanggan  dengan  solusi  saling  menguntungkan. 
Kepuasan  pelanggan  dibangun  untuk  mendapatkan  kepercayaan  sehingga 
pelanggan  tidak  berpindah  menuju  ke  pesaing  dalam  bisnis.  Sesuatu  dapat 
dikategorikan  memiliki  customer  relationship  management  apabila  memiliki  3 
kriteria,  yaitu  operational,  analitical,  dan  collaborative.  Sistem  Informasi  CRM
Kopi  Bubuk  khas  Lampung  telah  dikembangkan  dengan  menyediakan  beberapa 
fitur yang memiliki kriteria sebagai  customer relationship management. Fitur fitur 
tersebut  adalah  pengelolaan  data  pelanggan,  pemesanan  secara  langsung  oleh 
pelanggan,  menampilkan  rute  jalan  menuju  ke  pelanggan,  melakukan  analisis 
terhadap produk yang sering dipesan, pencatatan transaksi selama proses produksi, 
dan mengirimkan notifikasi SMS gateway kepada pelanggan.
Kata Kunci: bisnis, customer relationship management, kepuasan, kriteria, 
sistem informasi CRM. }
}