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CRM IMPLEMENTATION OF PRODUCT PROMOTION AT ROEMAH DONAT LEZAT

By: Nadia Khairunnisa (21.22.0536)

In the face of rapid technological developments, business people are required to continue to adapt to technological changes, including UMKM such as Roemah Donat Lezat to remain competitive. This research aims to design and implement a website-based Customer Relationship Management (CRM) system to improve product promotion and customer satisfaction. Roemah Donat Lezat, which sells donuts, sponge, bread, snacks, and packaged drinks, faces challenges in marketing and customer management, such as the sales process carried out by customers coming directly to Roemah Donat Lezat can cause queues that can reduce customer satisfaction. The product marketing process that is still less than optimal causes buyers to lack information on what products are sold and what promotions are available at Roemah Donat Lezat. Roemah Donat Lezat, which still uses WhatsApp and Facebook to place orders, has not been able to facilitate Roemah Donat Lezat in managing customer order data. The CRM system that will be built includes Operational CRM (customer data, promotions, online sales, reviews), Analytical CRM (sales reports, order reports), and Collaborative CRM (customer profiles, live chat). By implementing the designed CRM system, the product ordering process can be done anywhere, customers can easily access promotional information, such as promo codes, points, and gradual discounts, which improves shopping experience and loyalty. Online ordering features that display product photos, stock, and details, as well as live chat and review features can increase customer convenience in placing orders. This system uses php programming language and MySQL as a database. With this system, Roemah Donat Lezat can build a more effective relationship with customers.
Keywords: CRM; MySQL; PHP; Product Promotion; Roemah Donat Lezat