PELATIHAN MANAJEMEN DATABASE PELANGGAN MANJAH TOUR AND TRAVEL MENGGUNAKAN CRM SPREADSHEET UNTUK MENINGKATKAN KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN Lina Saptaria (a*), Iin Kurniasari (b), Edwin Agus Buniarto (c), Iva Khoiril Mala (d), Ahmad Syamsudin (d)
a. Program Studi Manajemen Fakultas Ekonomi Universitas Islam Kadiri, Indonesia,
linasaptaria[at]uniska-kediri.ac.id
b. Program Studi Manajemen Fakultas Ekonomi Universitas Islam Kadiri, Indonesia.
c. Program Studi Teknik Komputer Fakultas Teknik Universitas Islam Kadiri, Indonesia.
d. Departemen Manajemen Fakultas Ekonomi dan Bisnis Universitas Negeri Malang, Indonesia.
e. Program Studi Tadris Matematika IAIN Kediri, Indonesia.
Abstract
Manjah Tour & Travel provides travel services to various tourist destinations in Indonesia. The management of this bureau experienced difficulties in managing customer complaints, providing personal service, and retaining customers. This reduces customer satisfaction and the company^s brand image. Customer database management is the key to the success of the tour and travel business. This Community Service Activity (PKM) aims to conduct customer database management training using CRM Spreadsheets to increase Manjah Tour and Travel customer satisfaction. The target of PKM activities is 10 employees in the Information Technology and Marketing fields. PKM activity methods consist of: 1) socialization, 2) training, 3) direct practice, and 4) evaluation of program sustainability. The results of PKM activities are in the form of increasing employee knowledge and skills in managing customer databases more effectively using CRM Spreadsheet. This activity is very useful in building stronger relationships with customers because it can provide more personalized service, increase customer satisfaction, improve the quality of decision making related to customer management so that it can improve service quality.
Keywords: Training- Customer Relationship Management- Service Quality- Customer satisfaction.
