  The availability of social media simplifies the companies-customers
relationship. An effort to engage customers in conversation networks using
social media is called Social Customer Relationship Management (SCRM). Social
Network Analysis helps to understand network characteristics and how active the
conversation network on social media. Calculating its network properties is
beneficial for measuring customer relationship performance. Financial
Technology, a new emerging industry that provides digital-based financial
services utilize social media to interact with its customers. Measuring SCRM
performance is needed in order to stay competitive among others. Therefore, we
aim to explore the SCRM performance of the Indonesia Fintech company. In terms
of discovering the market majority thought in conversation networks, we perform
sentiment analysis by classifying into positive and negative opinion. As case
studies, we investigate Twitter conversations about GoPay, OVO, Dana, and
LinkAja during the observation period from 1st October until 1st November 2019.
The result of this research is beneficial for business intelligence purposes
especially in managing relationships with customers.
