MODEL OF SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT AS A BUSINESS STRATEGY OF BANKING (CASE STUDY BANK BPD DIY MAIN BRANCH YOGYAKARTA)

ABSTRACT
The development of information technology is changing the paradigm of business participation, product oriented became custumer oriented. Customer Relationship Management (CRM) is a business strategy that integrates business processes with customers, business processes and supporting technology to acquire customer retention, then growing into a Social CRM. 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. (F. Zhao) (F. Zhao)This research will focus on modeling social CRM in banking as business strategy at the Bank BPD DIY, 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 Bank in this case Customer services can interact with customer collaboration using web 2.0 as well as resolve complaints customer complaints quickly and precisely. The method used is the method of software development methodologies that many developed waterfall.
This research resulted in the model of the SCRM as business strategy to establish relationships with customers through pemanfatan web technology and introduces different approaches in establishing relationships with customer relations especially in regarding the complaint of the customer through the social web. Based on the results of the modelling application development on SCRM on BPD DIY, software has been successfully developed in accordance with predetermined functionality
Keywords : Social CRM, business banking strategy, BPD DIY