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All Journal Indonesian Journal of Enterprise Architecture
Yasrul
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Economics, Econometrics & Finance

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Application of Zachman Framework in Designing Customer Relationship Management at PT Bank Central Asia Bakri, Asri Ady; Eko Sudarmanto; Isma, Andika; Nurul Aulia Mentari; Yasrul
Indonesian Journal of Enterprise Architecture Vol. 1 No. 2 (2024): IJEA, February 2024
Publisher : PT. Lontara Digitech Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61220/ijea.v1i2.0236

Abstract

The implementation of the Zachman Framework in designing a Customer Relationship Management (CRM) system/architecture at Bank Central Asia (BCA), can help BCA in mapping business and technology needs, CRM is intended to map the composition of the organization as a whole and describe it as an interlocking corporate information system. as well as balancing business and IT perspectives in developing an effective and efficient CRM system. Based on the 3x5 matrix of the Zachman Framework, namely What, When, Where, Who, Why, How, it is explained how each perspective can be used in designing CRM systems. By mapping business and technology requirements in a structured manner, BCA can achieve the desired business objectives and improve the quality of service to customers through the implementation of an appropriate CRM system, customer satisfaction and operational efficiency. Therefore, the application of the Zachman Framework can be an appropriate alternative for designing CRM systems at Bank Central Asia.
Co-Authors Andika Isma Bakri, Asri Ady Nurul Aulia Mentari Sudarmanto, Eko