THE DEVELOPMENT OF THE CUSTOMER RELATION MANAGEMENT SYSTEM

Abstract

The research had the objective to develop the information system for customer relation management. Such system included the customer database in terms of personal data, products details and service supporting the operation of service counters and production lines. By this system, the customers could access the services or follow-up the pending tasks via online database. In addition, the organization could manage the production lines and services efficiently whereas the customers were satisfied. The samples of this research consisted of 9 supervisors and 36 related employees; all were the personnel of the Center of Information Technology and Communication Service. By this study, questionnaire asking the requirements for information technology system development related to customer relation management and tools used for the development of information technology system were applied as the research instruments. The research procedures consisted of the following steps: (1) Study of related data (2) Study of customer relation management process of the organization (3) Determination of requirements on information technology system for customer relation management (4) Design and installation of the information technology system for customer relation management (5) Development of the information technology system for customer relation management (6) Test and installation of the established system and (7) Actual implementation in the organization with system maintenance. The research results indicated that the Center of Information Technology and Communication Service has distinctly established its vision, missions, objectives and development strategies. Additionally, the Center provided full-option products and services related to information technology with the exact target to increase the customers’ satisfaction. The customer relation management composed 3 steps, namely, receiving product and service orders received, commencing the production and product delivery, and preparing payment. Concerning the requirements on information technology system for customer relation management, the following systems were ranked based on highest priority: CITCOMS shop, Counter Service, Multimedia Borrowing and Returning, Information database and Assessment. After the development of the information technology system for customer relation management, the system was actually installed and implemented in the organization.