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Nurkidam, A.
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Religion Agriculture, Biological Sciences & Forestry Arts Humanities Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Social Sciences

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Journal : Jurnal Kajian Manajemen Dakwah

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Enhancing Customer Loyalty through Customer Relationship Management (CRM) Implementation Samrah, Samrah; Nurkidam, A.; Syam, Muh. Taufiq; Haramain, Muhammad; Asmar, Afidatul
Jurnal Kajian Manajemen Dakwah Vol 7 No 1 (2025): Jurnal Kajian Manajemen Dakwah
Publisher : Institut Agama Islam Negeri Parepare

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35905/jkmd.v7i1.14993

Abstract

This study aims to analyze the implementation form and identify the opportunities and challenges of applying Customer Relationship Management (CRM) in an effort to maintain and increase customer loyalty at PT. Ranum Jaya Abadi, a Hajj and Umrah travel agency in Sidrap Regency. The research uses a qualitative approach with a case study method. Data was collected through observation, in-depth interviews with management, staff, and customers, as well as documentation studies. The results show that CRM implementation is carried out through three main stages: identification of customer needs, increasing loyalty through sincere and personal service, and maintaining relationships through sustainable interaction. CRM opportunities lie in the use of digital technology for market mapping, operational efficiency, and service personalization. The main challenges are adaptation to rapid technological changes, data management complexity, and the need for human resource development. This study concludes that CRM implemented with Islamic communication principles (Shiddiq, Amanah, Tabligh, Fathonah) and local Pangngaderreng values is effective in building customer loyalty.
Co-Authors Ahmad Dhiyaul Haq ahmad yani Ahmad, Ramli Arqam, Arqam Arsyad, Abd. Rahim Asmar, Afidatul Iskandar Iskandar Mahyuddin Mahyuddin Muh Tang, Mustaqimah Muhammad Haramain Muhammad Nurudin, Muhammad Muhammad Qadaruddin Mustary, Emilia Nurhakki, Nurhakki Parwin, Muhammad Pikahulan, Rustam M. Pradana, Syafa’at Anugrah Ramli Ramli Renaldy, Wandy Samrah, Samrah Shah, Jalihah Md Suhriati, Suhriati Susmihara Susmihara Syam, Muh. Taufiq Umaima Umaima