Rancang Bangun Sistem Informasi Berbasis CustomerRelationship Management (CRM) Pada Heri Cafe


  • Yulia Putri Afivah Politeknik Caltex Riau
  • Syefrida Yulina Politeknik Caltex Riau


Customer, Customer Relationship Management (CRM), Framework of Dynamic, Relationship Commitment


Heri cafe is one of the cafes located on Jalan Lintas Ujung Tanjung, Tanah Putih sub-district, Rokan
Hilir Regency. The improvement of the economy in the Rokan Hilir area is followed by an increase in people's
income, especially the Ujung Tanjung area which can change people's lifestyles to become consumptive.
Characteristics of people who tend to have a lifestyle that likes to hang out which encourage more and more
hangout places such as cafes to be opened. Heri cafe still uses the manual method, namely by direct buyers coming
to order the cafe menu, transaction data is also still written using notes and customer data has never been
recorded so that they cannot determine the right strategy to continue to provide maximum service to cafe visitors.
Heri cafe also still uses social media Facebook and Instagram to get complete information about the discounts
provided. With these problems, a system was built by applying the Framework of Dynamic CRM as one of the
features contained in CRM, aiming to obtain customer satisfaction information from customers so that the output
is Relationship Commitment (a committed relationship), namely loyal customers to Heri cafe, This system uses
the PHP (Hypertext Preprocessor) programming language, and MySQL as the database. Blackbox testing found
that 100% of the system functionality went well and usability testing was applied to 30 respondents, namely
efficiency aspect 82.4%, learning aspect 86.75%, memory aspect 88%, aspect error 93%, satisfaction aspect 96.5
%. From these 5 usability characteristics, an average of 89.33% of respondents stated that this system has been
accepted by users.