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All Journal Al-MIKRAJ: Jurnal studi Islam dan Humaniora
Pangestu, Muhamad Gibran Akbar
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Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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Analisis CRM Pada Pengelolaan Data Pelanggan Bank BSI Setelah Bercerai Dengan Muhammadiyah Dzikri, Yushalluna; Hermawansyah, Muhammad Zaky; Pangestu, Muhamad Gibran Akbar; Ariawansyah, Furqon
AL-MIKRAJ Jurnal Studi Islam dan Humaniora (E-ISSN 2745-4584) Vol 5 No 01 (2024): Al-Mikraj, Jurnal Studi Islam dan Humaniora
Publisher : Pascasarjana Institut Agama Islam Sunan Giri Ponorogo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37680/almikraj.v5i01.5655

Abstract

The purpose of this study is to investigate the implementation of Customer Relationship Management (CRM) at Bank Syariah Indonesia (BSI) after the separation with Muhammadiyah. This research uses a descriptive qualitative approach by collecting data through in-depth interviews with BSI management as well as document analysis related to the CRM strategies implemented. The novelty of this research lies in the in-depth understanding of how the implementation of CRM at BSI can affect relationships with customers and success in maintaining their loyalty. The results of the analysis show that the implementation of CRM has had a positive impact in increasing customer satisfaction and loyalty, but the challenges of post-separation organizational culture from Muhammadiyah were also identified as important factors that need to be considered.
Analisis CRM Pada Pengelolaan Data Pelanggan Bank BSI Setelah Bercerai Dengan Muhammadiyah Dzikri, Yushalluna; Hermawansyah, Muhammad Zaky; Pangestu, Muhamad Gibran Akbar; Ariawansyah, Furqon
AL-MIKRAJ Jurnal Studi Islam dan Humaniora Vol. 5 No. 01 (2024): Al-Mikraj, Jurnal Studi Islam dan Humaniora
Publisher : Pascasarjana Institut Agama Islam Sunan Giri Ponorogo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37680/almikraj.v5i01.5655

Abstract

The purpose of this study is to investigate the implementation of Customer Relationship Management (CRM) at Bank Syariah Indonesia (BSI) after the separation with Muhammadiyah. This research uses a descriptive qualitative approach by collecting data through in-depth interviews with BSI management as well as document analysis related to the CRM strategies implemented. The novelty of this research lies in the in-depth understanding of how the implementation of CRM at BSI can affect relationships with customers and success in maintaining their loyalty. The results of the analysis show that the implementation of CRM has had a positive impact in increasing customer satisfaction and loyalty, but the challenges of post-separation organizational culture from Muhammadiyah were also identified as important factors that need to be considered.
Co-Authors Ariawansyah, Furqon Dzikri, Yushalluna Hermawansyah, Muhammad Zaky