Customer Relationship Management (CRM) Pada Produk Pembiayaan Murabahah Di KSPPS BMT Artha Sejahtera Senori

Abstract

Abstract

The economy that slumped due to the pandemic last year had become one of the most serious discussions in the economic world. Various efforts that are currently being carried out by the banking world, especially KSPPS BMT Artha Sejahtera Senori are starting to build, establish, and re-maintain relationships with customers through the implementation of CRM. This study was conducted to determine the focus on how to implement Customer Relationship Management on Murabahah financing products at KSPPS BMT Artha Sejahtera Senori. This research was conducted using a qualitative approach research method and data analysis used, namely data reduction, data display, finally conclusion drawing/verification and using data collection techniques through observation, interviews, and documentation. The results of this study indicate that the implementation of CRM on Murabahah financing products at KSPPS BMT Artha Sejahtera Senori was discussed by researchers through POAC points, including planning using 5C analysis before providing financing. The organization/organization contained in the KSPPS BMT Artha Sejahtera Senori is appropriate and organized, which includes managers, finance staff, survey and remedial staff, and tellers. Then actuating/implementation using Luke's theory which emphasizes the 3 main components of CRM, namely people, processes, and technology, all of these components really help CRM implementation efforts so that relationships with customers can be well established. The last one is controlling, in providing supervision and evaluation of KSPPS BMT Artha Sejahtera directly monitored by an audit from the BMT center, while supervision from BMT to murabahah financing members is in the form of an intensive warning 2 weeks before maturity by using the whatsapp application.

Keywords: Customer Relationship Management, Murabahah Financing, BMT