E - CRM DESIGN BASED ON BANKING WEB 2.0 (CASE STUDY ON THE BRANCH OF BANK BPD DIY YOGYAKARTA)

Abstract

The development of information technology influences the changing of business paradigm, product oriented to customer oriented. Customer Relationship Management (CRM) is a business strategy that integrates business processes with customers, business processes and supporting technology to gain customer retention, then it becomes Social CRM BPD DIY Office branch which is located in the centre of the city. It has customers’ growth 4.3% from the year 2013 until 2014 and a reduction in the number of accounts under 1 %. Therefore, Bank BPD DIY is required to give priority to the quality of service to customers. In this study, E - CRM application is made for users, to improve relations and quality of service to customers. One of the customer service is to handle complaints against Bank quickly, accurately and effectively. The method used is software development methodology that has been developed by waterfall. This research has a result for the system E - CRM to establish relationships with customers through the use of web technology and introducing different approaches in establishing relationships with customers, especially in the customer complaints via the social web in order to improve the quality of service to customers and retain existing customers as well as making the wrong one E - CRM application to support the strategy of Bank BPD DIY.

Keywords:E-CRM, Bank, Web 2.0, Customer