MODEL OF SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT AS A BUSINESS STRATEGY OF BANKING (CASE STUDY BANK BPD DIY MAIN BRANCH YOGYAKARTA)

International Coference Communication; ISBN 978-602-6751-41-6; Universitas MercuBuana Yogyakarta


Abstract :


ABSTRACT



The development of information technology is changing the paradigm of
business participation, product oriented became custumer oriented. Customer
Relationship Management (CRM) is a business strategy that integrates business
processes with customers, business processes and supporting technology to
acquire customer retention, then growing into a Social CRM. Social CRM is
designed to engage the customer in a collaborative conversation in order to
provide mutually beneficial value BPD DIY main branch office located in the
middle of the city has a growing number of borrowers from 2013 until 2014 a
number of 4.3% and there is a reduction in the number of accounts under 1%.
Therefore the Bank BPD DIY are required to give priority to the quality of
service on the client.  (F. Zhao) (F. Zhao)This research will focus on modeling social
CRM in banking as business strategy at the Bank BPD DIY, in this case to
improve relationships and quality of service on customer service one customer
complaints against Banks in a timely, accurate and effective. The Bank in this
case Customer services can interact with customer collaboration using web 2.0
as well as resolve complaints customer complaints quickly and precisely. The
method used is the method of software development methodologies that many
developed waterfall.



This research resulted in the model of the SCRM as
business strategy to establish relationships with customers through pemanfatan
web technology and introduces different approaches in establishing
relationships with customer relations especially in regarding the complaint of
the customer through the social web. Based on the results of the modelling
application development on SCRM on BPD DIY, software has been successfully
developed in accordance with predetermined functionality



Keywords : Social CRM,
business banking strategy, BPD DIY







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