Penerapan Electronic Customer Relationship Management(E-CRM) pada Aplikasi E-Commerce (Studi Kasus Toko Buku Online)

Abstract

This study was conducted to analyze the implementation of Electronic Customer Relationship Management (E-CRM) towards existing e-commerce bookstore and analyze how to implement E-CRM to the e-commerce bookstore that will be developed. This study uses a method based on E-CRM with phases: acquire, enhance, and retain. Based on the analysis, 8 information requirements during the acquirephase, 5 information requirements during the enhancephase, and 3 information requirements during the retain phase. An existing e-commerce bookstore has not fully implemented information requirements based on E-CRM. A prototype of e-commerce applications that implement e-CRM method was further developed and the functions are tested using black box testing methods.