CUSTOMER RELATIONSHIP MANAGEMENT

Abstract

This paper aims to examine various concepts associated with the development of definitions and
dimensions of customer relationship management, and strive to develop a comprehensive model of
customer relationship management, especially in the service industry perbankan.Permasalahan be raised
in writing this paper, first how the development of the concept , definitions and dimensions of customer
relationship management and secondly, how to develop a model of customer relationship management
that can be applied to the banking services industry. The approach used in this paper is the dimensional
approach that examines the dimensions contained in the variables of the customer relationship
management and find new dimensions in the implementation of customer relationship management.
Implications academic presence in this paper theoretical understandings of the causes of failure and
success of the company in implementing customer relationship management. While the practical
implications of this paper is expected to be taken into consideration for businesses, especially in the
banking services industry in the application of customer relationship management. Focus conceptually
developed in the writing of this paper is to examine the dimensions of customer relationship management
that can be prepared a model that describes the customer relationship managemet in the banking services
industry. Original contribution of this paper can provide a new perspective on customer relationship
management CRM towards a conception more proactive approach.