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The rapid development of the banking industry needs a good marketing concept and behavioural target oriented to become a leader in the banking industry. Customer Relationship Management (CRM) is a strategy to create customer trust. PT Bank Mandiri (Persero) Tbk has implemented the proper CRM strategies. But the problem lies in the decrease of customer for the last three years at Commercial Banking Center in Bandung. This is believed to be caused by a CRM that has not been implemented optimally, thus affecting the trust of customers towards PT Bank Mandiri (Persero) Tbk. This study is intended to determine how the CRM components create customer trust at PT Bank Mandiri (Persero) Tbk. The obtained data in this study are from interviews and questionnaires consisted of 22 questions. That data is distributed among 266 customers at PT Bank Mandiri (Persero) Tbk. The sampling technique used is stratified random sampling. Analysis tool that is used to test the hypothesis is path analysis. The test results of descriptive hypotheses show that Customer Relationship Management has been implemented at Commercial Banking Center Bandung, PT Bank Mandiri (Persero) Tbk, is showing good result, but does not meet customer expectations. At the same time, the result of verification hypothesis shows that CRM has been implemented at Commercial Banking Center Bandung, PT. Bank Mandiri (Persero) Tbk creates customer trust both partially and simultaneously. CRM gives contribution towards customer trust equal to 52,1% while 47,9% were influenced by the other factors outside this research.

MANAJEMEN KERELASIAN PELANGGAN DALAM MENCIPTAKAN KEPERCAYAAN PELANGGAN PADA COMMERCIAL BANKING CENTER BANDUNG PT. BANK MANDIRI (PERSERO) TBK