CRITICAL REVIEW OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM OF AMIL ZAKAT INSTITUTION IN INDONESIA

Abstract

Besides an obedience dimension to adherents of Islam, zakat also has a social dimension which can potentially be a solution to poverty alleviation. Therefore, the role of Amil Zakat Institution (LAZ) is crucial. In fundraising, Amil Zakat Institution faces some challenges related to the effort of maintaining muzakki. So, Customer Relationship Management (CRM) within Amil Zakat Institution has a vital role in maintaining the continuity of zakat payments from muzakki and sustaining positive relationships with them. Unfortunately, CRM has not well managed yet. This research is conducted to find out the ideal form of CRM, implementation of CRM on amil zakat institution in Indonesia and henceforth formulating the ideal CRM implementation for amil zakat institution, by analyzing data based on literature reviews and direct observations, either through internships conducted by the researcher, also interviewed the muzakkies. The results show that amil zakat institution in Indonesia still implements CRM traditionally without paying attention to how the CRM system should be run, both related to building relationship with muzakki and data security issues. For this reason, research suggests that the problem of managing the CRM system bay amil zakat institution also gets attention from national zakat board (BAZNAS).