Analyzing Modern CRM Practices

**References**

yearning/

Institute; 2018

Institute; 2018

ISBN: 9781118092989

models, cybernetics and AI. Moscow – Ryazan. 1999

variable and its application to

Sciences. 1975;**8**:199-249

338-353

1988

**10**

Naples, Italy

[1] Big Data. Glossary. Gartner group. Available from: https://www.gartner. com/en/information-technology/ glossary/big-data as of January 02, 2020

*Customer Relationship Management and IT*

[2] Ng A. Machine Learning Yearning. 2018. Available from: https://www. deeplearning.ai/machine-learning-

[3] Ng A. Deep learning: From basics to practice. V.1. Seattle: Imaginary

[4] Ng A. Deep learning: From basics to

[5] Ibe OC. Fundamentals of stochastic networks. O'Reilly Publishing; 2011.

[6] Dintsis D, Dedegkayev A. Parallel decomposition of the stochastic model. In: Conference on Information math

[7] Zadeh L. The concept of a linguistic

approximate reasoning–I. Information

[8] Zadeh LA. "Fuzzy sets" archived 2015-08-13 at the Wayback machine. Information and Control. 1965;**8**(3):

[9] Dubois D, Prade H. Fuzzy Sets and Systems. New York: Academic Press;

[10] Dintsis D. Implementing fuzzy sets for "big data" analysis based on large training center feedbacks. In: IEEE AEIT Annual 2015 Conference; October, 2015;

practice. V.2. Seattle: Imaginary

**Chapter 2**

Customer Relationship

Islamic Banks

*Ahmad Rafiki*

**Abstract**

Indonesia

**1. Introduction**

them satisfy.

**13**

obtain the "value for money."

Management Practices in

This chapter explores the implementation of customer relationship management (CRM) in Islamic banks through two components of organizational and technological factors. The CRM is one of the solutions to resolve the two common issues that are low level of public awareness toward the Islamic banks' products and low level of Islamic financial literacy. A mix method that is used in this chapter consists of quantitative method using descriptive analysis and qualitative method using content analysis based on a review of literature. A stratified sampling technique is used to collect questionnaires from a total of 22 respondents. The findings reveal that a majority of respondents agreed to all statements related to organizational and technological factors, which affect the CRM implementation. The information in this chapter can be useful, or as a reference, for stakeholders, particularly the financial service authority and the bank of Indonesia in developing the Islamic banks.

**Keywords:** CRM, organizational factor, technological factor, Islamic banks,

The borderless business transaction is a challenge in this global competition. There are factors that convince customers to continuously purchase the products. One of them is an excellent service; thus, companies nowadays are improving their services by identifying the customers' preferences and strengthening the relationships with customers, then customers' expectations can be fulfilled and make

Managing personalization of the customer experience has been an important task. The idea of having happy customers through better services is a key motivation in any organizations. Moreover, the increasing of online price-product transparency causes a change in customers' orientations and demands, whereby customers are more meticulous in selecting and comparing the best prices. This is one of the challenges for the Islamic banks to preserve the customer loyalty and

Nowadays, the companies' ways in approaching the customer are changing toward more closer and highly responsible. It is therefore necessary to differentiate the business approaches toward customer and product orientation. As customer orientation is importantly needed to improve customer relationships, companies

### **Chapter 2**
