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 E-Commerce, Customer Relationship Management and Artificial Intelligent amid COVID-19
Tác giả hoặc Nhóm tác giả: Ifta Firdausa Nuzula, Mohammad Allatas Muryanto, Vo Hung Cuong
Nơi đăng: Journal of Management Studies and Development; Số: 2962-5955;Từ->đến trang: 68-78;Năm: 2022
Lĩnh vực: Khoa học công nghệ; Loại: Bài báo khoa học; Thể loại: Quốc tế
TÓM TẮT
Coronavirus is intensely changing various aspects of life, including in business. The pandemic has altered a variety of customer behaviours. The ability of companies to understand these behaviour changes affects business continuity. This study explains the relationship between customer relationship management (CRM) and e-commerce and its trends during the pandemic. This research is descriptive
qualitative research using secondary data. This study found that CRM and e-commerce issues grew rapidly during the pandemic. These results show that customer awareness of e-commerce is increasing to make transactions of their needs.
Simultaneously, this customer behaviour is anticipated by
business people by improving CRM as an effort to manage
customer satisfaction. Some results in different countries are not always the same response between CRM and e
commerce.
ABSTRACT
Coronavirus is intensely changing various aspects of life, including in business. The pandemic has altered a variety of customer behaviours. The ability of companies to understand these behaviour changes affects business continuity. This study explains the relationship between customer relationship management (CRM) and e-commerce and its trends during the pandemic. This research is descriptive
qualitative research using secondary data. This study found that CRM and e-commerce issues grew rapidly during the pandemic. These results show that customer awareness of e-commerce is increasing to make transactions of their needs.
Simultaneously, this customer behaviour is anticipated by
business people by improving CRM as an effort to manage
customer satisfaction. Some results in different countries are not always the same response between CRM and e
commerce.
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