Implementasi Customer Relationship Management (CRM) untuk mempertahankan nasabah pada Bank Muamalat Indonesia Cabang Malang

Fatimah, Erma (2014) Implementasi Customer Relationship Management (CRM) untuk mempertahankan nasabah pada Bank Muamalat Indonesia Cabang Malang. Undergraduate thesis, Universitas Islam Negeri Maulana Malik Ibrahim.

[img]
Preview
Text (Introduction)
10510030_Pendahuluan.pdf

Download (894kB) | Preview
[img]
Preview
Text (Abstract: Indonesia)
10510030_Indonesia.pdf

Download (91kB) | Preview
[img]
Preview
Text (Abstract: English)
10510030_Inggris.pdf

Download (177kB) | Preview
[img]
Preview
Text (Abstract: Arabic)
10510030_Arab.pdf

Download (220kB) | Preview
[img]
Preview
Text (Chapter 1)
10510030_Bab_1.pdf

Download (262kB) | Preview
[img]
Preview
Text (Chapter 2)
10510030_Bab_2.pdf

Download (516kB) | Preview
[img]
Preview
Text (Chapter 3)
10510030_Bab_3.pdf

Download (332kB) | Preview
[img]
Preview
Text (Chapter 4)
10510030_Bab_4.pdf

Download (527kB) | Preview
[img]
Preview
Text (Chapter 5)
10510030_Bab_5.pdf

Download (380kB) | Preview
[img]
Preview
Text (References)
10510030_Daftar_Pustaka.pdf

Download (183kB) | Preview
[img]
Preview
Text (Appendices)
10510030_Lampiran.pdf

Download (378kB) | Preview

Abstract

INDONESIA:

Customer Relationship Management (CRM) merupakan suatu proses interaksi untuk menggali potensi pelanggan melalui informasi-informasi yang akurat. CRM juga bisa sebagai dasar pemikiran dalam prakteknya yaitu membina hubungan yang lebih dekat dengan menciptakan komunikasi dua arah dengan mengelola suatu hubungan yang saling menguntungkan antara pelanggan dan perusahaan. Pada dasarnya CRM adalah bagaimana peran aktif kinerja karyawan dalam mengolah pelanggan untuk menjadikan kedekatan emosional yang kuat. Selain menarik pelanggan baru tetapi juga memerankan pelanggan lama.

Jenis penelitian ini adalah deskriptif kualitatif, artinya bahwa penelitian ini bermaksud melakukan penyelidikan dengan menggambarkan atau melukiskan keadaan obyek atau subyek penelitian pada saat sekarang berdasarkan fakta-fakta yang tampak atau sebagai adanya. Sehubungan dengan tujuan penelitian diatas, maka untuk mengidentifikasi masalah, penelitian ini mengambil tempat di Bank Muamalat Indonesia Cabang Malang. Data diperoleh dari hasil wawancara dengan Relationship Manager (RM), Customer Service (CS) dan nasabah Bank Muamalat Indonesia (BMI) Cabang Malang.

Dari hasil penelitian ini menunjukkan bahwa, implementasi CRM Bank Muamalat Indonesia cabang Malang dengan tiga dimensi, yaitu: 1) People yaitu, karyawan sebagai pelaksana program CRM, BMI cabang Malang memberikan training. Selain itu didukung dengan aplikasi Sales Traiking dan Scoring Board yang mampu memonitoring kinerja karyawan untuk lebih aktif, 2) Technology yaitu, berkat kemajuan teknologi dan informasi. Kemudahan-kemudahan melalui fitur-fitur yang canggih merupakan salah satu kunci keberhasilan implementasi prcgram CRM. Bank Muamalat Indonesia cabang Malang menghubungi nasabahnya melalui media email, SMS dan telepon. Implikasi dari penerapan CRM, CRM sangat berperan bagi perusahaan dalam mempercepat pertumbuhan pelanggan dan perkembangan bisnis. Karena semakin memperkuat ikatan emosional pelanggan dalam jangka panjang.

ENGLISH:

Customer Relationship Management ( CRM ) is a process of interaction to explore the potential customers through accurate information . CRM can also be as a rationale in practice is to foster a closer relationship by creating two-way communication with managing a mutually beneficial relationship between the customer and the company . CRM is basically how an active role in managing employee performance customers to make a strong emotional closeness . In addition to attracting new customers but also plays old customers.

This research is descriptive qualitative , meaning that this study intends to investigate the circumstances depict or describe objects or subjects in the present study is based on the facts that appear or as they are. In connection with the above research objectives , then to identify the problem , this study took place in Bank Muamalat Indonesia Malang Branch . Data obtained from interviews with the Relationship Manager ( RM ) , Customer Service ( CS ) and customers of Bank MuamalatIndonesia(BMI)Mala.

From the results of this study indicate that , CRM implementation Muamalat Indonesia Malang branch with three dimensions , namely : 1 ) People that is , the employee as a CRM program implementers , Malang branch gives BMI training . Also supported by the application Traiking Sales and Scoring Board is able to monitor the performance of employees to be more active , 2 ) Technology which , thanks to advances in technology and information . Easiness through sophisticated features is one key to successful implementation of CRM prcgram . Bank Muamalat Indonesia Malang branch of the media to contact customers via email , SMS and telephone . The implications of the implementation of CRM , CRM plays an important role for the company in accelerating customer growth and business development . As more and strengthen the emotional bond the customer in the long run .

Item Type: Thesis (Undergraduate)
Supervisor: Hasan, Irmayanti
Keywords: CRM; BMI cabang Malang
Subjects: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150303 Corporate Governance and Stakeholder Engagement
Departement: Fakultas Ekonomi > Jurusan Manajemen
Location: 150303
Depositing User: Indar Erdiana
Date Deposited: 08 Sep 2015 03:04
Last Modified: 08 Sep 2015 03:04
URI: http://etheses.uin-malang.ac.id/id/eprint/1789

Actions (login required)

View Item View Item