Penentuan Pangsa Pasar Dan Paket Umrah Dengan Pendekatan Customer Relationship Management (CRM Pada PT Rabbani Semesta Utama

PT. PT. Rabbani Semesta Utama (Rabbani Tour) adalah penyedia jasa travel umrah yang bertempat di kota Bandung. Berdasarkan hasil wawancara dengan bagian Accounting Manager, Rabbani Tour mempunyai masalah mendapatkan pelanggan baru. Selain itu juga hanya sedikit pelanggan yang melakukan umrah lagi bersama Rabbani Tour. Permasalahan mendapatkan pelanggan baru disebabkan target pangsa pasar masih bersifat umum. Sedangkan permasalahan empertahankan pelanggan disebabkan paket umrah yang ditawarkan biasanya hanya berdasarkan paket yang sudah ditawarkan sebelumnya saja. Oleh karena itu, akan dibuat sistem Penentuan Pangsa Pasar dan Paket Umrah dengan Pendekatan Customer Relationship Management(CRM) di PT .Rabbani Semesta Utama. Pendekatan CRM yang digunakan jenisnya analytical, dengan framework dynamic CRM. Untuk penentuan pangsa pasar dilakukan analisis data pelanggan dengan metode segmentasi pasar demografis dan geografis

bisa membuat target yang lebih terukur. Sedangkan untuk penentuan paket umrah dengan melakukan analisis pada paket umrah serta menggunakan evaluasi kuesioner pada setiap paket umrah yang sudah berjalan. Berdasarkan hasil pengujian yang terdiri dari pengujian black box dan user acceptance, dapat disimpulkan bahwa aplikasi Sistem Informasi CRM Rabbani dapat membantu perusahaan dalam menentukan pangsa pasar dan juga paket umrah dengan melakukan analisis pada data perusahaan. Adapun saran untuk kedepannya yakni untuk bisa lebih dikembangkan lagi fitur pada sistem informasi

CRM.

PT. Rabbani Semesta Utama (Rabbani Tour) is a provider of travel services umrah located in the city of Bandung. Based on the results of interviews with Accounting Manager section, Rabbani Tour having trouble getting new customers. In addition, only a few customers which do umrah again with Rabbani Tour. Problems getting new customers due to the target market share is still general. Whereas the problems of maintaining customer due to Umrah package offered is usually based only on packages that have been previously offered only. Therefore, the determination market share and Umrah Package will be made at PT. Rabbani Semesta Utama with the Customer Relationship Management (CRM) approach. CRM approach that is used type is analytical, with a framework Dynamic CRM. As for the determination of market share by analyzing customer data with demographic market segmentation method and also geographically In order to make more measured targets. As for the Umrah package determination by analyzing the Umrah packages as well as using an evaluation questionnaire on each Umrah package that are already running. Based on test results that consists of black box testing and user acceptance, it can be concluded that the application of Rabbani CRM Information Systems can help companies in determining market share and umrah packages by analyzing the company data. As for suggestions for the future could be developed further features in the CRM information system.