Customer Relationship Management (CRM) Strategy in Building Relationships with Customers
DOI:
https://doi.org/10.32506/joes.v7i1.848Keywords:
CRM, Customer Relationship Management, CustomerAbstract
In the business world, Customer Relationship Management (CRM) has become an important component in maintaining healthy relationships with customers. Business ethics and moral values are very important in the Islamic view to direct business relationships with customers. This study examines Customer Relationship Management methods that combine Islamic principles to build significant relationships with customers. In this research, a qualitative approach is used involving literature analysis and case studies about companies that use an Islamic-based CRM approach. This research underscores how important it is to incorporate Islamic values into CRM strategies to build meaningful, moral, and sustainable customer relationships. By using this approach, companies can gain customer trust and loyalty while remaining true to Islamic moral principles in all business relationships.
Downloads
References
A, Hasan. Marketing Bank Syariah. Bogor: Ghalia Indonesia, 2010.
Abidin, Z, Ankhofiyya, N, dan Badrudin. “Bahasa Tabligh yang Efektif Dalam Perspektif Al-Quran (Studi Tafsir Maudhu’i Qaulan Baligha Q.S An-Nisa ayat 63).” AdZikra: Jurnal Komunikasi dan Penyiaran Islam 11, no. 1 (2020): 68–87.
al, Kalakota et. E – Business 2.0 Roadmap For Success. USA: Addison Wesley, 2001.
Amin Widjaja Tunggal. Audit Manajemen. Jakarta: Rineka Cipt, 2008.
Amstrong, Kotler. Dasar-dasar Pemasaran. Jakarta: PT. Prehallindo, 2007.
Arthur Middleton Hughes. Strategic Database. Thrid. McGraw Hill, 2006.
Attas, Anne. “Penerapan Customer Relationship Management (CRM) Terhadap Loyalitas Pelanggan (studi kasus bank BNI cabang palopo).” Jurnal Manajemen STIE Muhammadiyah Palopo 4, no. 1 (28 Juni 2019). https://doi.org/10.35906/jm001.v4i1.296.
Baack, Clow. Integrated Advertising, Promotion, and Marketing Communications. Thrid. New Jersey?: Person Education., 2007.
Baker, M. A, Kim, Y. S. “Customers’ reactions to other customer caused service failures: the effects of tie strength on customer loyalty. Journal of Hospitality Marketing & Management” 29, no. 6 (2020): 682–701.
Dalimunthe, R, Lubis, A, Absah, Y, dan Fawzeea, B. K. “The influence of customer relationship management (CRM) indicators on customer loyalty of sharia based banking system.,” 2020, 84–92.
Ed Peelen. Customer Relationship Managemen. England: Prentice Hal, 2005.
Eddy Soeryanto Soegoto,. Marketing Research. Jakarta, 2008.
F. Buttle. Customer relationship management: concepts and technologies. Routledge, 2009.
Hermawan Kartajaya, Jacky Mussry, Yuswohadi, dan Taufik. Positioning, Diferensiasi, dan Brand. Jakarta: PT Gramedia Pustaka Utama, 2004.
Kevin Lane Keller, Phillip Kotler. Marketing Management, 2009.
Kuswana, D, Awaliah, D., Rahman, A. “Manajemen Strategik Customer Relationship Management (CRM) dalam Menjaga Loyalitas Donatur.” Tadbir: Jurnal Manajemen Dakwah 5, no. 4 (2020): 337–56.
M. Dzupalic, Z, dan B. Martivinovic A. “Effective Implementation Of E-CRM Strategy.” Pol. J. Manag. Stud 1 (2010).
O. D, Pradhana. “Analisa dan Desain dengan Metode CRM (Customer Relationship Management) pada Pengelolaan Data Dream Paradise Bali Tour & Travel.,” 2011, 1.
Rahim, R, Nirwana, S. “Strategi Mewujudkan Pasar Niaga Daya Menjadi Pasar Islami Berbasis FAST (Fathonah, Amanah, Siddiq, Tabliq) di Daya Kota Makassar.” Ar-Ribh: Jurnal Ekonomi Islam 3, no. 161–80 (2020).
Rahman, Abdul Ariga, Ahmad Supaidi, Iziah Aslamiah, dan Ali Ibrahim. “Implementasi Customer Relationship Management (CRM) Pelayanan Pelanggan (Corporate) Divisi BGES Pada PT Telkom Witel Sumsel.” JRMSI - Jurnal Riset Manajemen Sains Indonesia 9, no. 1 (29 April 2018): 72–78. https://doi.org/10.21009/JRMSI.009.1.05.
Saifullah, M. “Etika Bisnis Islam Dalam Praktek Bisnis Rasulullah.” Walisongo 19, no. 1 (2011): 127–56.
Sugiyono. Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta, 2016, t.t.
Sutrisno, Hadi. Metodologi Research. Cet 2. Yogyakarta?: Yayasan Penerbitan Fakultas Psikologi Universitas Gadjah Mada, 1982, t.t.
Wardani, Sri Rita, Muhammad Sanusi, dan Nurmala Fahrianti. “Customer Relationship Management (CRM) dalam Perspektif Islam: Studi Kasus pada KS BMT Al-Ikhwan Suralaga” 3, no. 2 (2022).
Z. Soltani, dan N. J. Navimipour. “Customer relationship management mechanisms: A systematic review of the state of the art literature and recommendations for future research,”.” Comput. Hum. Behav 61 (Agustus 2016): 667–88.
Zainal, V. R, Basalamah, S, Yusran, H. L, Veithzal, A. P, dan Djaelani, F. Islamic Marketing Management: Mengembangkan Bisnis dengan Hijrah ke Pemasaran Islami Mengikuti Praktik Rasulullah saw. Jakarta: Bumi Aksara, 2017.
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Suci Purwati, Eri Novari
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
