Application of Zachman Framework in Designing Customer Relationship Management at PT Bank Central Asia

Asri Ady Bakri; Eko Sudarmanto; Andika Isma; Nurul Aulia Mentari; Yasrul

doi:10.61220/ijea.v1i2.0236

Authors

Asri Ady Bakri Universutas Muslim Indonesia Author
Eko Sudarmanto Universitas Muhammadiyah Tangerang Author
Andika Isma Universitas Negeri Makassar Author
Nurul Aulia Mentari Universitas Negeri Makassar Author
Yasrul Universitas Negeri Makassar Author

DOI:

https://doi.org/10.61220/ijea.v1i2.0236

Keywords:

Customer relationship management, Zachman Framework

Abstract

The implementation of the Zachman Framework in designing a Customer Relationship Management (CRM) system/architecture at Bank Central Asia (BCA), can help BCA in mapping business and technology needs, CRM is intended to map the composition of the organization as a whole and describe it as an interlocking corporate information system. as well as balancing business and IT perspectives in developing an effective and efficient CRM system. Based on the 3x5 matrix of the Zachman Framework, namely What, When, Where, Who, Why, How, it is explained how each perspective can be used in designing CRM systems. By mapping business and technology requirements in a structured manner, BCA can achieve the desired business objectives and improve the quality of service to customers through the implementation of an appropriate CRM system, customer satisfaction and operational efficiency. Therefore, the application of the Zachman Framework can be an appropriate alternative for designing CRM systems at Bank Central Asia.

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