SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT SEBAGAI STRATEGI BISNIS PADA BANK (STUDI KASUS DI BANK BPD DIY)

Abstract

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. Inthis study, SCRM application made for the
users, 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 method used is
the method of software development methodologies thatmany developed waterfall. This
research resulted in SCRM system to establish relationship with customer through
pemanfaatan web 2.0 technologies and introduces different approaches in establishing
relationships with customer relations especially in regarding the complaint of the customer
through the social web in order to improve the quality of service to customers and
retain existing clients as well as making one of the SCRM applications to support the business
strategy of the company. Based on the results of development on SCRM on BPD DIY,
softwarehas been successfully developed in accordance with predetermined functionality