RANCANG BANGUN E-CRM PADA PERBANKAN BERBASIS WEB 2.0 (Studi Kasus Bank NTT)

Hadjon, Ryan Peterzon (2014) RANCANG BANGUN E-CRM PADA PERBANKAN BERBASIS WEB 2.0 (Studi Kasus Bank NTT). RANCANG BANGUN E-CRM PADA PERBANKAN BERBASIS WEB 2.0 (Studi Kasus Bank NTT).

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Abstract

The use of CRM as a way to support marketing strategy is an important key to increase firm's profitability. Integration of classic CRM concepts and technology becomes new paradigm for successful implementation of CRM. One way to accomplished this is by using web 2.0. The innovation of web 2.0 which is based on user-oriented approach is a match combination for CRM which is based on customer-oriented approach. This research was aimed to combine those two concepts for analyzing and developing an E-CRM system to help improved business marketing strategy in banking industry. Case study in Bank NTT has been conducted to develop a prototype for E-CRM. The SWOT Analysis was performed to determine CRM strategy that can be aligned with IT strategy to find the right E-CRM system based on web 2.0 technology in Bank NTT. The result found social web as the right tool for the implementation. Likert Scale is then being performed to measure how the user’s response to the prototype system. The result shows the prototype system was a standard application according to the given range score with the total score of 3.2.

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