IMPLEMENTATION OF CRM SYSTEM IN IMPROVING SERVICE QUALITY AT ZAHRA MART TANJUNGBALAI STORE

Zahra Mart Tanjungbalai is a business that sells various kinds of products ranging from cosmetic products, basic necessities and other goods located on Jl. M. Abbas, No B Lk. VII Ex. Sirantau district. Datuk Bandar City. The problem occurs at it has not implemented website-based online sales system in marketing its information about the being sold still limited, only people around location know existence Tanjungbalai. Therefore, application CRM used to improve service quality store which can help buyers find make easier for place orders without having come directly In this study using qualitative methods researchers obtain solutions all problems. results their expanding they market because features rating, promo, discount, cashback, media chat, assessment (questionnaire). agree with store. From graph, be seen survey strongly 55.89%, 23.72%, disagree 14.12%, 9.42%.