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This research seeks to assess PT. BNI (Persero) Tbk's performance through the utilization of the balanced scorecard approach, encompassing financial, customer, internal processes, and learning/growth perspectives. The study, employing a descriptive method, focuses on PT. BNI (Persero) as the sample population, utilizing documentation techniques for data collection. Results indicate favorable financial indicators (ROA, ROE, NPM, BOPO, LDR), subpar customer metrics (customer acquisition, retention), excellent internal business processes (AETR, NGR), and positive learning/growth aspects (employee productivity, ETTE).

 This article delves into the importance of resilience strategies and success metrics in the context of e-business. In a rapidly changing digital era, e-businesses need to design strategies that keep them relevant and successful. This article explores a range of resilience strategies, including product and service diversification, effective online marketing, data analysis, and collaboration with third parties. These strategies are aimed at reducing risks and maximizing growth opportunities. Additionally, the article also discusses various success metrics in e-business, including revenue growth, customer retention, sales conversion, and customer satisfaction. The strong interplay between resilience strategies and success metrics is well-understood, where robust resilience strategies can support the achievement of these success metrics. Balance and adaptability in implementing resilience strategies are crucial.Success in e-business depends not only on achieving success metrics but also on a business's ability to adapt to market changes and customer needs. This article provides valuable insights for e-business stakeholders aiming for long-term success in a competitive environment.

Abstract. In an effort to create customer retention, the company improves product quality, service and purchasing power suitability so that consumers can feel satisfaction in using the product and create barriers to switching to Hanasui products at Beauty Shoppy Jombang. The purpose of this study is to determine the influence in maintaining customer satisfaction and switching barriers to customer retention in customers of Hanasui brand products at Beauty Shoppy Jombang by using quantitative methods. The total population in this study is 150 customers. This study uses multiple linear regression analysis techniques and hypothesis testing. The results of this study indicate that customer satisfaction and switching barriers have a significant effect on customer retention of Hanasui products at Beauty Shoppy Jombang.    

This qualitative study aims to delve into the intricate interplay between public relation strategy, digital marketing, brand awareness, and their influence on customer loyalty. Employing a qualitative research approach, the study will utilize in-depth interviews and focus group discussions to gather rich insights from participants. A purposive sampling technique will be employed to select participants who possess relevant experiences and perspectives in the domain of interest. Data analysis will involve thematic analysis, allowing for the identification of recurring themes and patterns within the data. The findings of this research endeavor are anticipated to shed light on the nuanced relationships between the aforementioned factors and customer loyalty, offering valuable insights for businesses seeking to enhance customer retention strategies in today's competitive landscape.