PENERAPAN FORMAL CONTROL DALAM MENDUKUNG CUSTOMER RELATIONSHIP MANAGEMENT PADA BCA KCU SITUBONDO
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Abstract
Persaingan bisnis saat ini semakin ketat, banyak tuntutan masyarakat yang mengharuskan perusahaan untuk membangun strategi baru agar terus dapat bertahan dan berkembang. Salah satu strategi yang harus di inovasi adalah bagaimana cara membangun hubungan yang baik dengan pelanggan. Strategi inilah yang disebut dengan Customer Relationship Management (CRM). Pada BCA KCU Situbondo, dalam penerapan strategi CRM diperlukan adanya kemampuan dari sumber daya manusia dalam badan usaha. Munculnya permasalahan pada sumber daya manusia dapat menghambat customer relationship management. Oleh karena itu, untuk mengatasi masalah yang terjadi pada BCA KCU Situbondo dan mendukung strategi customer relationship management maka diterapkan sistem pengendalian manajemen. Sistem pengendalian yang diterapkan pada BCA KCU Situbondo adalah action dan result control.
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