FASHION FROM HOME SEBAGAI CUSTOMER RELATIONSHIP MANAGEMENT TOKO MARKS & SPENCER MALL KASABLANKA DI MASA PANDEMI COVID-19

<p>Penelitian ini berfokus pada bagaimana implementasi kegiatan <em>Customer Relationship Management</em> melalui program <em>Fashion From Home</em> di toko Marks & Spencer Kasablanka selama masa pandemi covid-19. Penelitian bersifat kualitatif. Metode yang digunakan adalah studi kasus. Hasil penelitian menunjukkan bahwa dilakukan untuk menjaga hubungan baik dengan para pelanggannya dan meningkatkan pelayanan memanfaatkan teknologi internet. (CRM) merupakan bentuk upaya perusahaan komunikasi pelanggan segala informasi tersedia seperti telepon, internet perangkat mobile sehingga dapat memahami lebih dalam dari dibutuhkan. Implementasi Kota Store Home</em>yang mengimplementasikan elemen CRM, aplikasi pemanfaatan database pelanggan, jenis tujuan CRM. </p><p><em>This research focuses on how to implement Customer Management activities in the Fashion Home at store, during covid-19 pandemic. This is qualitative. Method that used a case study. The results showed are done through were carried out maintaining good relations with their customers and improve services by utilizing technology. form of company effort maintain communication utilize all forms available information technology such as telephone, devices so companies can understand more deeply than what needed. implementation this pandemic implementing CRM elements, applications, customer data bases, types purpose CRM.</em></p>