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Proceeding ICIEMABS 2016
Zakat is part of the Indonesian economy which requires the development and structuring.The funds of zakat must be more managed by organizational zakat system which should be improved its performance. Therefore, there is a needof new approach concerning the zakat management based on muzakki’s behaviourthat is an important resource in zakat institution.This paper explores the role of Customer Relationship Management (CRM) in zakat institution linked the important of muzakki’s contribution who use services of its. Then it aims to expand the understanding about how CRM as one of strategic approach for organization such zakat institution to improve its performance which employes three main aspect of CRM are form of personnel, business process, and using technology.Furthermore, this writing tries to depict how CRM is able to raise the zakat funds collection from Muslim society in Indonesia by customer (muzakki) satisfaction and cost reduction of zakat institution.