ANALISIS DAN RANCANG BANGUN APLIKASI ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT UNTUK TOUR AND TRAVEL DI INDONESIA (Studi Kasus: Cahaya Community Tour And Travel)

Cahaya Community Tour and Travel is a company engaged in the field of tour and travel services, where the company's success lies in the services offered and the extent to which companies are able to build a relationship with customers and improve service quality. This company has not been implemented Customer Relationship Management ( CRM ), by analyzing and designing CRM is expected to be able to recognize the company's customers in detail and determine what steps will be made to the customer , thus increasing the value of customers as well as retain existing customers. The purpose of this thesis is Analysis and design CRM strategy to support the company's business processes. Analysis and design is doing with data collection techniques are direct research, observation, interviews, and literature. The method used descriptive method by conducting field studies. The results of this thesis is a design framework for improving the quality of service to customers and retain existing customers as well as making one of the electronic – CRM applications to support corporate strateg