SISTEM INFORMASI PEMASARAN BERBASIS WEB PADA PERUSAHAAN JASA KONVEKSI DENGAN PENDEKATAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

A company engaged in the service of convection and digitalprinting in town Palembang southern Sumatra. It still hassome constraints in serving the customer, the lack ofinformation makes the customer have come to the project sitedirectly to be able to know the progress of the project. Therewas not a system to manage and gave the ease to customer inorder products as well as complaints problems, criticisms andsuggestions yet archived and computerized well which isuseful for the evaluation of the prospects for future sales.Therefore, information technology with the concept ofCustomer Relationship Management (CRM) is needed to helpthe company in improving the quality of service to customers.The method used in the development of system is FAST(Framework for the Application of Systems Thinking). Next,to know whether there is the influence of implementationCustomer Relationship Management (CRM) to customerloyalty then conducted research by spread questioner. Thestatistical method used is the spearman rank correlationcoefficient, determination coefficient and t test statistics. Fromthe analysis use spearman rank correlation coefficient shown apositive correlation of 0,72 which is included in the mediumcategory, determination coefficient of 51,84 %, and the testresults tcount (3,73) > ttable (1,771), which means CustomerRelationship Management (CRM) has a significant impact oncustomer loyalty.Keywords: customer relationship management, fast, thespearman rank, correlation coefficient, determinationcoefficient, t test statistics