Authors :
Hendry Hartono; Haryadi Sarjono; Alvin Wijaya; Elizabeth; Charles Samsic
Volume/Issue :
Volume 6 - 2021, Issue 8 - August
Google Scholar :
http://bitly.ws/9nMw
Scribd :
https://bit.ly/3l56AER
Abstract :
The purpose of this study was to determine
the role of Customer Relationship Management on
National Banking during the pandemic. The research
method used is descriptive qualitative with the method of
collecting data through interviews. The results showed
that before the pandemic, CRM helped companies
classify existing problems, increase loyalty, increase
sales, identify customer needs and record data and
provide solutions to problems that occurred and during
the pandemic and the role of this system was to help
banks solve existing problems, streamlined customer
transactions, help banks find innovations, categorize
problems encountered, and reduce Face to Face
meetings.
Keywords :
Banking, CRM, Pandemic.
The purpose of this study was to determine
the role of Customer Relationship Management on
National Banking during the pandemic. The research
method used is descriptive qualitative with the method of
collecting data through interviews. The results showed
that before the pandemic, CRM helped companies
classify existing problems, increase loyalty, increase
sales, identify customer needs and record data and
provide solutions to problems that occurred and during
the pandemic and the role of this system was to help
banks solve existing problems, streamlined customer
transactions, help banks find innovations, categorize
problems encountered, and reduce Face to Face
meetings.
Keywords :
Banking, CRM, Pandemic.
