**3. Methodology**

This chapter conducts a mix method of quantitative method using descriptive analysis and qualitative method using content analysis based on a review of literature from academic research journals, websites, social media platforms, electronic databases (secondary data), and other relevant sources.

A descriptive analysis is conducted using a survey by distributing questionnaires to support the arguments and elaboration on the CRM practices in Islamic Banks. In this survey, the respondents are the employees from two Islamic banks in Indonesia (PT. Bank Mandiri Syariah and PT. Bank BNI Syariah), which located in Medan City of North Sumatera province. A stratified sampling method is used to collect a total of 22 employees chosen are whom in charge and associated with customer services, sales and marketing, and information technology.

**Statements of organizational**

*DOI: http://dx.doi.org/10.5772/intechopen.89225*

**Top management measures**

**Customer orientation measures**

**Scale**

**Agree Neutral Disagree Strongly**

**disagree**

**Strongly agree**

Frequency 4 6 8 3 1 Percentage (%) 18 27 36 14 5

Frequency 3 6 10 3 0 Percentage (%) 13.6 27.3 45.5 13.6 0.00

Frequency 1 4 14 2 1 Percentage (%) 4.5 18.2 63.6 9.1 4.5

Frequency 3 6 13 0 0 Percentage (%) 13.6 27.3 59.1 0.0 0.0

Frequency 2 8 8 2 2 Percentage (%) 9.1 36.4 36.4 9.1 9.1

Frequency 6 4 11 1 0 Percentage (%) 27.3 18.2 50.0 4.5 0.0

Frequency 3 3 14 1 1 Percentage (%) 14 14 64 5 5

Frequency 0 6 13 3 0 Percentage (%) 0.0 27.3 59.1 13.6 0.0

Frequency 2 1 16 1 2 Percentage (%) 9.1 4.5 72.7 4.5 9.1

Frequency 7 6 9 0 0 Percentage (%) 31.8 27.3 40.9 0 0

Frequency 3 5 9 4 1 Percentage (%) 13.6 22.7 40.9 18.2 4.5

12. Our training facilitates employee's learning of effective ways to address customer complaints Frequency 6 9 4 2 1

10. In our company, retaining customers is considered to be a top priority

11. Our employees are encouraged to focus on customer relationships

1. Top management frequently discusses CRM with the staff involved

*Customer Relationship Management Practices in Islamic Banks*

3. Our top management perceives CRM to be part of the organization's vision

4. Top management motivates the employees to achieve the CRM objectives

5. Top management is involved to a great degree in CRM implementation

6. We strive to improve the value we provide to our customers

7. Customer satisfaction is an important business objective

8. We attempt to understand customer needs

9. We pay close attention to customer service

**Training orientation measures**

**23**

2. CRM is regarded as a high priority by top management

**factor**
