Pendampingan Manajemen Hubungan Pelanggan (CRM) dengan Pendekatan Komunikasi Islami pada Usaha Online Mahasiswa PTKIN

Muhammad Ardiansyah; Ahmad Salman Farid

doi:10.58545/djpm.v4i3.598

Authors

Muhammad Ardiansyah Sekolah Tinggi Agama Islam Negeri Mandailing Natal
Ahmad Salman Farid Sekolah Tinggi Agama Islam Negeri Mandailing Natal

DOI:

https://doi.org/10.58545/djpm.v4i3.598

Abstract

Program Pengabdian kepada Masyarakat (PkM) ini bertujuan memperkuat karakter wirausaha mahasiswa melalui penerapan konsep Customer Relationship Management (CRM) berbasis komunikasi Islami dalam konteks usaha online di lingkungan Sekolah Tinggi Agama Islam Negeri (STAIN) Mandailing Natal. Kegiatan ini dilatarbelakangi oleh rendahnya kesadaran mahasiswa pelaku usaha digital terhadap pentingnya pengelolaan hubungan pelanggan yang tidak hanya efektif secara teknis, tetapi juga berlandaskan nilai-nilai etika dan spiritual Islam. Metode pelaksanaan menggunakan pendekatan service learning yang mengintegrasikan pelatihan konseptual CRM, praktik e-CRM, dan refleksi nilai-nilai Islami. Sebanyak 20 mahasiswa peserta dilibatkan dalam pelatihan, pendampingan teknis, serta evaluasi melalui pre-test dan post-test, ditambah wawancara mendalam untuk menilai perubahan pengetahuan, sikap, dan perilaku. Hasil menunjukkan peningkatan pemahaman mahasiswa terhadap konsep CRM Islami sebesar 52% (dari 35% menjadi 87%). Sebanyak 16 mahasiswa (80%) berhasil mengimplementasikan sistem e-CRM sederhana dengan pendekatan komunikasi Islami yang terbukti memperkuat loyalitas pelanggan. Selain peningkatan kompetensi digital, kegiatan ini juga mendorong transformasi karakter peserta menjadi lebih profesional, komunikatif, dan berorientasi pelayanan. Sebagai bentuk keberlanjutan, terbentuk pula Komunitas Wirausaha Digital Islami (KWDI) di lingkungan STAIN Mandailing Natal. Integrasi CRM dengan komunikasi Islami terbukti efektif sebagai model pemberdayaan wirausaha muda berbasis nilai spiritual dalam ekosistem pendidikan tinggi keagamaan.

Keywords:

Customer Relationship Management, Komunikasi Islami, Service Learning, Usaha Online

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Author Biographies

Muhammad Ardiansyah, Sekolah Tinggi Agama Islam Negeri Mandailing Natal

Lecture at Sekolah Tinggi Agama Islam Negeri Mandailing Natal

Ahmad Salman Farid, Sekolah Tinggi Agama Islam Negeri Mandailing Natal

Lecture at Sekolah Tinggi Agama Islam Negeri Mandailing Natal

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