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Journal articles on the topic 'Digital Customer Relations'

Author: Grafiati

Published: 5 June 2025

Last updated: 16 July 2025

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1

Saudah, Saudah, Ana Mariani, and Putri Agna Amalia. "Digital Storytelling Home of Humans di Instagram." Jurnal Komunikasi Global 11, no. 1 (2022): 164–86. http://dx.doi.org/10.24815/jkg.v11i1.25044.

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Home of Humans merupakan brand lokal baru dengan fokus produksi pada home fragrance. Dalam memasarkan produk dan menjalin hubungan serta komunikasi dengan pelanggan maupun calon pelanggan, Home of Humans menerapkan strategi humas pemasaran melalui Instagram dalam upaya meningkatkan customer engagement. Tujuan penelitian ini untuk mengetahui dan menjelaskan digital storytelling Home of Humans di Instagram untuk meningkatkan customer engagement ditinjau dari teori four steps public relations. Penelitian ini adalah penelitian kualitatif dengan pendekatan deskriptif. Metode pengumpulan data berupa

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Larsson, Anthony, and Yamit Viitaoja. "Building customer loyalty in digital banking." International Journal of Bank Marketing 35, no. 6 (2017): 858–77. http://dx.doi.org/10.1108/ijbm-08-2016-0112.

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Purpose The purpose of this paper is to investigate the perceptions among representatives from various established major Swedish banks in how they experienced the digitalisation process and its impact on customer relations. Design/methodology/approach Data were gathered through a series of semi-structured in-depth interviews with managers representing different banks with profound insight in the banks’ digitalisation process and its effects on customer relations/satisfaction and digitalisation. Findings The results showed that half of the respondents experienced the same area posing the greate

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Eka Anindya, Nasywa, Christian Wiradendi Wolor, and Marsofiyati. "Analysis of Public Relations Communication Strategies in Introducing Digital Banking to Customers." International Student Conference on Business, Education, Economics, Accounting, and Management (ISC-BEAM) 3, no. 1 (2025): 1071–78. https://doi.org/10.21009/isc-beam.013.77.

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This research aims to analyze the public relations communication strategy in introducing digital banking services at Bank X. This research uses a qualitative approach by collecting data through interviews, observation, and document analysis. The results showed that the communication strategy implemented involved a combination of digital media campaigns and face-to-face approaches. Social media platforms such as Instagram and YouTube were used to reach younger audiences, while customer service provided direct assistance to customers who were less familiar with digital technology. The results sh

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Smerichevskyi, Serhii, Zarina Poberezhna, Igor Kryvovyazyuk, Larysa Ivanenko, and Dmytro Malnov. "Formation of principles of a customer-oriented approach by transport enterprises in conditions of sustainable development." E3S Web of Conferences 534 (2024): 01022. http://dx.doi.org/10.1051/e3sconf/202453401022.

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The article examines the content and process of forming the principles of a customer-oriented approach to the management of transport enterprises in the context of sustainable development. The author’s definition of the concept of “principles of a customer-oriented approach to the management of transport enterprises” is given on the basis of its understanding as strategic and tactical areas of activity aimed at maximizing the satisfaction of customers’ needs and expectations through the use of digital technologies and innovative approaches. The key principles of a customer-oriented approach to

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Fitri, Alifa Nur, and Heni Indrayani. "Customer Relations in the Transportation Industry during Pandemic (Netnography Study on Instagram @kai121)." Jurnal The Messenger 15, no. 3 (2024): 178–94. https://doi.org/10.26623/themessenger.v15i3.5727.

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Introduction: On restrictions during the pandemic, significantly reducing passenger numbers. PT KAI adapted by introducing innovations like Genose testing, online ticketing, and vaccination services to ensure safety and compliance. This paper examines PT KAI’s customer relations via Instagram (@kai121) during the pandemic. It focuses on using digital public relations and the SMART Relationship Management Process Model to maintain engagement and satisfaction. These efforts highlight KAI’s adaptability in meeting customer needs. Methods: This research employs Virtual Ethnography to observe inter

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Sugiono, Edi, Andini Nurwulandari, and Fithri Khairina. "The Effect of Promotion Mix on Sales Performance Mediated by Customer Loyalty at Paul Bakery Kota Kasablanka Jakarta." ENDLESS : International Journal of Future Studies 4, no. 1 (2021): 93–111. http://dx.doi.org/10.54783/endless.v4i1.47.

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The company strives to remain at a high level of competition with various strategies in maintaining its business. Many new companies find it challenging to keep their company due to marketing strategies that do not follow current globalization developments. Therefore the company will try to find ways to market its products, starting from promoting products, knowing products to make customers loyal. The purpose of this study is to see the effect of advertising, promotion, personal selling, direct digital marketing, and public relations on sales performance and customer loyalty by taking samples

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Yuni Sara, Nuril Khusni Al Amin, and Nida Safira. "Analyzing The Relationship Between Marketing Public Relations, Digital Marketing, Marketing Mix, Customer Service, and Customer Loyalty." Journal of Management and Social Sciences 2, no. 4 (2023): 320–29. http://dx.doi.org/10.55606/jimas.v2i4.1111.

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This study aims to investigate the intricate relationship among marketing public relations, digital marketing, marketing mix, customer service, and customer loyalty within the contemporary business landscape. Employing a qualitative research design, the study utilizes purposive sampling to gather data from a diverse range of industry experts, marketers, and consumers. Data analysis involves thematic analysis to unveil patterns, themes, and insights from the collected data. The findings shed light on the nuanced interactions among marketing public relations, digital marketing strategies, elemen

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Siregar, Khoirun Nisa, and Selamat Riadi. "Strategi Hubungan Masyarakat dalam Menangani Keluhan Pelanggan di PT. Pelabuhan Indonesia Persero Cabang Tanjung Balai Asahan." Journal of Education, Humaniora and Social Sciences (JEHSS) 7, no. 4 (2025): 1301–8. https://doi.org/10.34007/jehss.v7i4.2616.

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This study discusses public relations strategies in handling customer complaints at PT. Port Indonesia (Pelindo) Persero Tanjung Balai Asahan Branch. The focus of this research is how communication strategies are applied in handling complaints to improve customer satisfaction and maintain the company's image. This study uses a qualitative method with a descriptive approach, where data is collected through interviews, observations, and document analysis. The results of the study show that responsive communication strategies, service digitization, and interpersonal communication play an importan

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Bachir, Sami. "THE EVOLUTION OF CUSTOMER RELATIONSHIP MANAGEMENT IN THE DIGITAL AGE AND ITS IMPACT ON BANKS." EUrASEANs: journal on global socio-economic dynamics, no. 3(28) (May 31, 2021): 50–63. http://dx.doi.org/10.35678/2539-5645.3(28).2021.50-63.

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Digital transformation in the business world is occurring at a high speed these days. The main concern of many organizations worldwide is integrating information and communication technologies (ICT) into their relationship management. This integrative strategy is primarily aimed at satisfying customers’ needs and attaining their loyalty to achieve higher revenues and thus profits. This paper is a literature review on customer relationship management (CRM) and its beneficial impacts on banks due to its digital transformation into electronic customer relationship management (e-CRM). The usefulne

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Putri, Rahayu Adha, and Hadi Purnama. "Penerapan Omnichannel Untuk Caring Pelanggan Indihome Pada Customer Care Telkom Witel Bandung." WACANA: Jurnal Ilmiah Ilmu Komunikasi 22, no. 1 (2023): 155–65. http://dx.doi.org/10.32509/wacana.v22i1.2770.

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This study aims to find out and describe the application of omnichannel for IndiHome customer caring programs carried out by the customer care unit from a digital public relations perspective, because to build long-term relationships to maintain customer loyalty is Customer Relations which is one of the Public Relations activities. The research uses a qualitative approach with a constructivism paradigm to find meaning in an event or activity through interviews and observation, and the case study method. Based on the results of this study, the implementation of omnichannel by customer care thro

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El Munadiyan, Aza, and Ahmad Pranggono. "SYSTEMATIC LITERATURE REVIEW: ONLINE MEDIA AND CUSTOMER ENGAGEMENT RELATIONS." JURNAL ILMU MANAJEMEN DAN PEMASARAN 3, no. 1 (2025): 19–25. https://doi.org/10.71277/q9pt4d22.

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Media online telah menjadi saluran utama dalam strategi komunikasi dan pemasaran digital. Seiring perkembangan teknologi dan platform digital, pemahaman mengenai bagaimana media online memengaruhi customer engagement menjadi semakin penting. Artikel ini menyajikan systematic literature review (SLR) untuk mengidentifikasi, mengevaluasi, dan mensintesis penelitian yang membahas hubungan antara media online dan customer engagement dari tahun 2013 hingga 2023. Temuan menunjukkan bahwa berbagai bentuk media online termasuk media sosial, website interaktif, dan konten digital berkontribusi secara si

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Kurniawan, Achmad, Rahma Santhi Zinaida, Bastian Jabir, and Sulaiman Helmi. "Analysis of Digital Marketing Public Relations Strategy in Efforts to Market BBK (Quality Fuel) Products through the My Pertamina Application." Communica : Journal of Communication 2, no. 3 (2024): 14–36. http://dx.doi.org/10.61978/communica.v2i3.348.

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This study aims to analyze the Public Relations (PR) strategy of Pertamina Patra Niaga Regional Region of South Sumatra in marketing Special Fuel ((QUALITY FUEL)) products through the My Pertamina application, as well as evaluate its impact on customer loyalty and fuel usage during a certain period. This study uses a qualitative approach with data collection methods through in-depth interviews, direct observation, and documentation. Primary data was obtained from interviews with Pertamina's Public Relations, while secondary data came from related literature and media reports. The analysis was

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Abrar Firdaus, Fuad, and Wulan Purnama Sari. "Analisis Regresi Virtual Customer Service terhadap Kepuasan Pelanggan (Studi Kasus Veronika Telkomsel)." Kiwari 3, no. 3 (2024): 473–82. http://dx.doi.org/10.24912/ki.v3i3.32002.

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Veronika (Voice Response and Information Care) is Telkomsel's digital chat service based on making it easier for customers to meet their needs. This research aims to find out how much influence virtual customer service has on Telkomsel user customer satisfaction. This research was conducted using quantitative research methods using a correlational approach. This research was processed using normality tests, simple linear regression analysis, correlation analysis, validity tests and reliability tests. This research uses theories related to Virtual customer service and customer satisfaction. The

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Kostić, Sara. "The influence of logistics value on consumer satisfaction in the context of digital literacy." Marketing 53, no. 4 (2022): 264–75. http://dx.doi.org/10.5937/mkng2204264k.

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The dynamic development of e-commerce is driven by the rapid expansion of Internet access and the increasing use of portable devices, such as smartphones, tablets, etc. Ecommerce dominates the B2C market, where products are ordered by individual customers and sold by a company. One-time purchases are often made, loyalty is relatively low, while customer expectations are constantly growing. The research was conducted with the aim of analyzing the impact of logistical value and the moderating effect of digital literacy on consumer satisfaction in the digital environment in the Republic of Serbia

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Szwajca, Danuta. "Digital Customer as a Creator of the Reputation of Modern Companies." Foundations of Management 11, no. 1 (2019): 255–66. http://dx.doi.org/10.2478/fman-2019-0021.

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Abstract Scientific and technical developments and progressive digitization in almost all areas of life have led to the development of a new type of digital customer, with specific requirements and expectations for suppliers of goods and services. Customers, in particular consumers, are one of the key groups of stakeholders who create the corporate reputation. Customers are first of all creators of the corporate reputation as an “offeror” and “supplier” of value to buyers, as well as co-creators of the company’s reputation as a market player, employer, business partner or citizen, because thei

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Koldyshev, Maxim. "INDUSTRIAL (B2B) MARKETING OF GLASS COMPANIES: MOBILE APPLICATIONS AS A SALES PROMOTION TOOL." Three Seas Economic Journal 1, no. 3 (2020): 46–52. http://dx.doi.org/10.30525/2661-5150/2020-3-8.

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The purpose of the paper is a qualitative analysis of mobile applications as a sales promotion tool in industrial (B2B) marketing of glass companies. Industrial marketing of the glass industry is poorly studied in terms of digital technology development and integration as well as mobile applications as tools for digital marketing communications. B2B companies’ digitalization is at the initial stage. Methodology. This research builds on the concepts of digital B2B marketing, the digitization capability of B2B companies, customer relationship building, and customer focus. The research methodolog

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AZARYAN, Elena M., and Oksana V. VORONINA. "The role of modern digital marketing in modeling of relationships with consumers of goods and services in virtual markets." Economic Analysis: Theory and Practice 23, no. 10 (2024): 1934–45. http://dx.doi.org/10.24891/ea.23.10.1934.

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Subject. The article considers digital marketing modeling as a tool to increase the size of business and the number of potential customers, reduce advertising costs thus increase overall sales. Objectives. The focus is on underpinning the role of modern digital marketing in customer relationship modeling in virtual markets. Methods. The study employs the systems approach, methods of theoretical generalization, comparison, data grouping, synthesis, concretization, and analysis. Results. We offered our own definition of the concept of digital marketing and established its role in the digital eco

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Gulerman, Necmiye Irem, and Fahri Ayaydin. "Effectiveness of digital public relations tools on various customer segments." Pressacademia 4, no. 3 (2017): 259–70. http://dx.doi.org/10.17261/pressacademia.2017.488.

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Sari, Astika Puspita, Lathifa Prima Ghanistyana, Mujahid Muhammad Ihsan, Suci Nurfadilah, and Yoris Deriyana. "Innovation in Cyber Public Relations at Grand Soll Marina Hotel." Interdisciplinary Social Studies 4, no. 3 (2025): 198–210. https://doi.org/10.55324/iss.v4i3.844.

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Public relations has undergone a major transformation in the digital era, with the rise of cyber public relations strategies that leverage online platforms to strengthen brand presence and customer engagement. This study focuses on identifying and analyzing the innovations in cyber public relations implemented by Grand Soll Marina Hotel. The main objective is to examine how digital communication strategies, such as the use of social media, website optimization, and influencer collaboration, contribute to the hotel’s public image and customer loyalty. This research adopts a qualitative descript

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Radygina, Evgeniya G. "Marketing relations in online advertising." Economic Consultant 36, no. 4 (2021): 33–41. http://dx.doi.org/10.46224/ecoc.2021.4.4.

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Introduction. The relevance of the research is due to the fact that the model of communication between customers and suppliers within the online space has long influenced all marketing stages in the introduction of goods and services, starting with customer awareness, attitudes towards customers, soliciting potential customers to testing new products, sales, and customer retention. The purpose of the research is to identify features of the Internet as a space of marketing relationships and formulate the principles of interaction with users. Materials and methods. The reviewed sources included

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Hryhorak, Mariia, Natalia Trushkina, Popkowski Tadeusz, and Molchanova Kateryna. "Digital transformations of logistics customer service business models." Electronic scientifical and practical journal "Intellectualization of logistics and Supply Chain Management" 1, no. 1 (2020): 57–75. https://doi.org/10.46783/smart-scm/2020-1-6.

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<em>The article presents the results of expert surveys conducted by international organizations as a method of empirical research to identify current problems, features and trends of customer-oriented logistics services to consumers in the context of digital space. The statistical analysis of the indicators characterizing the level of use of information and communication technologies at management of mutual relations with consumers at the Ukrainian enterprises is executed. The key barriers that hinder the digital transformation of the logistics service have been identified, which are condition

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Fen, Kateryna, Olena Kolomytseva, Lidiia Vasylchenko, Tetiana Burtseva, and Yaroslav Pelykh. "Shaping Consumer Satisfaction with Pricing Amidst the Digital Transformation of Economic Relations." Salud, Ciencia y Tecnología - Serie de Conferencias 4 (January 1, 2025): 1299. http://dx.doi.org/10.56294/sctconf20251299.

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Introduction: In the current digitalisation of economic relations, companies’ pricing policies are becoming increasingly transparent and personalised, which affects consumer price satisfaction. The importance of the study lies in the fact that digital technologies are significantly changing consumer behaviour, promoting new approaches to customer interaction through online channels. Objective: The study aims to study the mechanisms of the formation of consumer price satisfaction in the digital environment and identify the factors that influence it. Methods: The study uses the methods of analys

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Julianti, Julianti, Rindu Rindu, and Hafizurrachman Hafidz. "Bauran Pemasaran dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Ebsco Center Depok." Jurnal Ilmiah Kebidanan Indonesia 12, no. 02 (2022): 48–57. http://dx.doi.org/10.33221/jiki.v12i02.1405.

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The impact of dissatisfied and disloyal customers was that many customers switch to other manufacturers so that it disrupted the sustainability of the Ebsco Center's operations and could even go out of business. The purpose of the study was to determine the direct and indirect effects and the magnitude of the 4P marketing mix and customer satisfaction on customer loyalty. This type of research was quantitative with a cross sectional design. This research was conducted in January – March 2021. The research instrument used a questionnaire. The research sample was Ebsco Center Depok customers, to

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Carbó‐Valverde, Santiago, Pedro J. Cuadros‐Solas, Francisco Rodríguez‐Fernández, and José Juan Sánchez‐Béjar. "Digital innovation and de‐branching in the banking industry: Customer perception and satisfaction." Global Policy 15, S1 (2024): 8–20. http://dx.doi.org/10.1111/1758-5899.13313.

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AbstractIn the ever‐changing landscape of the banking industry, digital transformation has become a major challenge. Banks are transitioning towards digitalisation by utilising information and digital technologies while reducing their branch networks. This paper investigates the relationship between technological innovation and banking customers' perception and satisfaction. By analysing a comprehensive consumer finance survey, we assess how the digital transformation of banks is perceived by customers and its impact on their satisfaction. Our results demonstrate that customer perceptions of a

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Evgeniya, G. Radygina. "Marketing relations in online advertising." Economic Consultant 36, no. 4 (2021): 33–41. https://doi.org/10.46224/ecoc.2021.4.4.

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<strong><em>Introduction. </em></strong>The relevance of the research is due to the fact that the model of communication between customers and suppliers within the online space has long influenced all marketing stages in the introduction of goods and services, starting with customer awareness, attitudes towards customers, soliciting potential customers to testing new products, sales, and customer retention. The purpose of the research is to identify features of the Internet as a space of marketing relationships and formulate the principles of interaction with users. <em><strong>Materials

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Antić, Zorana, and Srđan Bogetić. "The importance of problem-solving competencies in achieving customer satisfaction." Journal of Engineering Management and Competitiveness 14, no. 1 (2024): 21–32. http://dx.doi.org/10.5937/jemc2401021a.

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In today's business environment, in which customer satisfaction plays a crucial role in an organization's ability to survive, problem-solving competencies are considered essential, since they enable organizations to efficiently identify, analyse and solve problems that could have an impact on the customer experience. It is no longer enough for employees in direct contact with customers just to be kind and helpful, as today it is necessary for them to respond quickly and efficiently to challenges that affect customer satisfaction. Problem-solving competencies are widely regarded as a fundamenta

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Ben-Enukora, Charity Amaka, Agwu Agwu Ejem, Babatunde K. Adeyeye, Oluwafunbi F. Ikunle, and Favour E. Maduadichie. "AWARENESS, ADOPTION AND PERCEPTION OF WHATSAPP CUSTOMER SERVICE CHATBOTS IN THE BANKING SECTOR: PERSPECTIVES FROM UNDERGRADUATE STUDENTS IN LAGOS, NIGERIA." Nigerian Journal of Communication Review (NJCR) 1, no. 2 (2022): 60–70. https://doi.org/10.5281/zenodo.7928247.

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In an attempt to accentuate the role of chatbots in customer service, this study investigates awareness, use, and perceived usefulness of WhatsApp chatbots in banking operations and their performance outcome. The study participants consisted of 362 undergraduate students purposively selected from three tertiary institutions in Lagos state, Nigeria. Results of the cross-sectional survey suggested inadequate awareness and little usage of WhatsApp chatbot services among the study population. Specifically, there is a widespread negative perception of WhatsApp chatbot as a viable alternative to tra

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Biernacki, Krzysztof. "E-banking innovations in Poland." https://academicpublishingplatforms.com/volume.php?journal=PIEB&id=1&number=14 13, no. 2 (2016): 49–57. https://doi.org/10.15208/pieb.2013.10.

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  The paper shows a number of important e-banking innovations that take place on Polish market. It also presents digital channels trends in e-banking and mobile banking with projections for next five years. All innovations being developed are more and more considered by the banks as an element of their strategy, in order to offer enhanced customer experience and better ménage relations with their customers. A visible trend is integration of digital channels with physical ones. Banks tend to invest more in innovations in order to gain competitive advantage.

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Robertsone, Galina, Eduards Lapins, and Janne Heilala. "Exploring Relations Between Methods of Assuring Quality, Certified Management Systems, Adoption of Technologies and Company Performance." Economics and Culture 21, no. 2 (2024): 77–90. https://doi.org/10.2478/jec-2024-0020.

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Abstract Research purpose. Integrating advanced technological solutions into production management and control systems heralds a new era of enhanced efficiency and defect mitigation in manufacturing processes. A significant reduction in human errors marks this advancement and encompasses the adoption of technological and environmental innovations. These elements, in synergy with quality assurance methods and certified management systems, are the foundations for the factory of the future. However, the pace of adoption of these digital technologies varies across different companies and industria

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Budi Bramasta, Admiral. "Analisis Strategi Online Consumer Relationship Management Pada Produk Pisau Cukur Banner." Jurnal Media dan Komunikasi 1, no. 1 (2020): 55. http://dx.doi.org/10.20473/medkom.v1i1.22927.

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This research uses a qualitative research approach with descriptive type and uses in-depth interviews as primary data in research data collection. This research is important because along with the digital transformation that is developing, marketing is now experiencing a development from transactional to marketing on a relationship basis. The use of various marketing tools to manage customer relationships such as Instagram and Whatsapp can also help to maintain customer relationships because this complete the customer's culture. The result of this research is an online CRM strategy built by Ba

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Lutpiyani, Lutpiyani, and Riska Tyas Prahesti. "EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) PROGRAM ON CUSTOMER LOYALTY." JURNAL EKONOMI KREATIF DAN MANAJEMEN BISNIS DIGITAL 3, no. 3 (2025): 230–49. https://doi.org/10.55047/jekombital.v3i3.864.

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The existence of competition among companies today, which can no longer be avoided, has made Public Relations (PR) one of the vital components in the success of modern companies in this digital era. One of the main roles of PR is to implement Customer Relationship Management (CRM) and maintain and enhance consumer loyalty. A business needs to implement CRM to enhance the overall customer experience throughout the organization. This includes all interactions, whether in-person or online, and covers everything from pre-sales activities to the experience with products and services, as well as pos

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Oncioiu, Ionica, Sorinel Căpușneanu, Dan Ioan Topor, Attila Szora Tamaș, Alina-Georgiana Solomon, and Tatiana Dănescu. "Fundamental Power of Social Media Interactions for Building a Brand and Customer Relations." Journal of Theoretical and Applied Electronic Commerce Research 16, no. 5 (2021): 1702–17. http://dx.doi.org/10.3390/jtaer16050096.

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The spread of social networks and the high level of penetration of digital content and mobile devices have created a society in which consumers expect constant communication from companies. In addition, communication on social media is often accompanied by the hope of being able to interact on an equal footing. In this way, companies hope that the use of social networks will not only increase sales, but also increase attention, brand page traffic, and customer loyalty. The purpose of this study was to provide the grounds for identifying the correlations between the interactive potential of soc

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Joshi, Manish, Anahita Manna, Vaishali Mrunal Ajotikar, Vinod Rishinaradamangalam Ramaswamy, and Prakash Borah. "Role of Social Media Strategies with Advertising, Public Relations and Campaigns in Customer Revolution." International Journal of Professional Business Review 8, no. 4 (2023): e0998. http://dx.doi.org/10.26668/businessreview/2023.v8i4.998.

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Purpose: In this article, the growing impact of social media has been highlighted which helps in creating a base for certain facets. In compliance with this, the world of advertising observes an active association of social media channels. Moreover, public relations are effectively vital for brands to manage their image, thereby, trends of digital networks are inherently followed for its management. The conception of the customer revolution too undergoes a massive change due to the emphasis on the digital age. Theoretical Framework: The theoretical framework of the study includes the various s

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Rahman, Tiara Nurul Rahman, James Abraham, and Nursalina Rose Widiyanto. "The Influence of Public Relations Marketing on Social Media on Customer Loyalty of PT. Coda Payments Indonesia." Ilomata International Journal of Social Science 6, no. 2 (2025): 569–78. https://doi.org/10.61194/ijss.v6i2.1651.

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The rapid growth of the gaming industry in Southeast Asia has fueled the expansion of digital payment services, where Codashop by PT Coda Payments Indonesia plays a key role in facilitating seamless in-game transactions. Despite its active social media marketing public relations (MPR) efforts, Codashop faces challenges in social media engagement and customer loyalty compared to competitors. This research examines the extent to which MPR influences customer loyalty at Codashop. Through a quantitative correlational approach, data were collected from Codashop Indonesia's Facebook followers, who h

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Alhumud, Abdullah A., and Ibrahim A. Elshaer. "Social Commerce and Customer-To-Customer Value Co-Creation Impact on Sustainable Customer Relationships." Sustainability 16, no. 10 (2024): 4237. http://dx.doi.org/10.3390/su16104237.

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The advent of social commerce (SC) has transformed the landscape of online consumer behavior, emphasizing the significance of customer-to-customer relations in shaping sustainable relationships with customers. This research investigated the intricate relationships between social commerce dimensions, particularly suggestions and recommendations, forums and communities, and ratings and reviews, and their influence on customer-to-customer value co-creation (C2CVCC) and sustainable customer relationships (SCRs). A questionnaire was designed and administered to 635 respondents. We examined the psyc

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Kotholliparambil, Haridasan Praveen. "Leveraging Salesforce For Enterprise Digital Transformation: Strategies, Benefits, And Outcomes." International Journal of Core Engineering & Management 7, no. 6 (2023): 102–14. https://doi.org/10.5281/zenodo.14210570.

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Businesses in today's lightning-fast digital world are making more use of technology to boost consumer engagement, operational efficiency, and creativity. Staying competitive in today's technology-driven market requires organizations to undergo digital transformation. In this paper, the importance of the Salesforce platform in enabling digital transformation of the enterprise functions will be established. It highlights the main drivers of digital transformation such as customer expectations, competitors’ pressures and the operational needs. Salesforce integration is introduced in this c

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Panra, Zar, Amna Malik, and Asia Bibi. "Examining the Mediating Influence of Credibility Linking with Influencer Marketing and Online Customer Reviews on Customer Purchase Decision." Global Management Sciences Review 9, no. IV (2024): 1–15. http://dx.doi.org/10.31703/gmsr.2024(ix-iv).01.

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This paper focuses on the effects of influencer marketing and online customer reviews on customer purchasing decisions. Quantitative data was collected from 300 respondents and analyzed through SPSS. Process Macro was used to analyze the relations and mediation effects between the variables. The literature review indicates the increasing relevance of digital marketing and the impact of influencer marketing and online customer reviews on customer purchase decisions. Online customer reviews present ideal information as it is the social proof and influence purchasing decisions. According to the r

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SPITSYNA, L. YU, E. B. GRIBANOVA, I. A. LYZIN, and V. V. SPITSYN. "DIGITALIZATION OF RELATIONSHIPS WITH CUSTOMERS OF RUSSIAN INDUSTRIAL ENTERPRISES: TRENDS AND PATTERNS OF DEVELOPMENT." Herald of Omsk University. Series: Economics 20, no. 3 (2022): 88–98. http://dx.doi.org/10.24147/1812-3988.2022.20(3).88-98.

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Digital technologies are penetrating deeper into all areas of society and economic entities. Industrial enterprises are moving towards the concept of "Industry 4.0", which includes smart manufacturing, digital twins, big data analysis, machine learning and parametric process optimization. But is digital transformation affecting sales and customer relationships into industrial enterprises? The main digital channels of interaction with customers are the websites of firms, online stores, e-mail, social networks, and digital platforms. In this work, we focus on the analysis of interaction with cus

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Nadya Nur Arifa and Deykha Aguilika. "Purchase Decision: As A Mediation Variable of Digital Marketing Relations, Product Design, Product Quality on Consumer Satisfaction." Daengku: Journal of Humanities and Social Sciences Innovation 3, no. 6 (2023): 1045–59. http://dx.doi.org/10.35877/454ri.daengku2171.

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This study aims to determine purchase decision as a mediation variable of digital marketing relations, product design, product quality on consumer satisfaction with Mete Sultan products. The sample used was Mete Sultan consumers with certain criteria. This research is quantitative in nature, the sample was taken using non probability sampling technique using purposive sampling. This study uses instrument development consisting of a validation test and also a reliability test which is applied to test each statement number in the questionnaire. In this study, the data analysis techniques chosen

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Rostovskaya, T., I. Groshev, and Yu Krasovskii. "Digital models of the consult-organization of management in the company." Digital Sociology 2, no. 1 (2019): 46–54. http://dx.doi.org/10.26425/2658-347x-2019-1-46-54.

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The main segmental areas of activity of a consultant, invited by the head of the company for a fundamental correction of the organization of management in the context of the transition to digital format have been analyzed. The previous experience in management consulting has been rethought for application in modern, digital conditions for improving organizational management. This issue is extremely relevant for the entire consulting community, which is currently experiencing a serious crisis. The article has been addressed, first of all, to colleagues from the National Guild of professional co

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Avia, Muhammad Dusthin Putra, Sam’un Jaja Raharja, and R. Anang Muftiadi. "MODEL OPTIMALISASI CUSTOMER RELATIONSHIP MANAGEMENT DALAM MENINGKATKAN UNIT ENTRY." SCIENTIFIC JOURNAL OF REFLECTION : Economic, Accounting, Management and Business 7, no. 4 (2024): 983–92. http://dx.doi.org/10.37481/sjr.v7i4.948.

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This project aims to increase the number of unit entries at OtoXpert Karawang operated by Auto2000 through the optimization of the Customer Relationship Management (CRM) model. The method used in this project is applied research with a qualitative and quantitative approach. Data were collected through interviews, observations, and analysis of relevant documents. The project results show that the implementation of the optimized CRM model can increase the number of inquiries, boost the number of customers making bookings, and optimize the digital marketing process. Strategies such as the use of

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Hnatyshyn, L., L. Dranus, O. Prokopyshyn, and N. Trushkina. "Transformation of Approaches to Marketing Management of Enterprises of the Agro-Industrial Complex in Conditions of Digitalization." Economic Herald of the Donbas, no. 3 (69) (2022): 47–58. http://dx.doi.org/10.12958/1817-3772-2022-3(69)-47-58.

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The article analyzes and summarizes existing conceptual approaches to defining the essence of the concepts “sales activity”, “marketing activity”, “agricultural marketing”, “transformation”, “marketing activity management”, “marketing management”. It has been established that the digital age will contribute to the transformation of the paradigm of marketing management of enterprises of the agro-industrial complex, tools for the formation of marketing strategies, sales policy, digital channels, customer experience, management approaches to supply chains and the creation of appropriate logistics

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Karaağaoğlu, Nuran, and Meltem Çiçek. "An evaluation of digital marketing applications in airline sector." Journal of Human Sciences 16, no. 2 (2019): 606–19. http://dx.doi.org/10.14687/jhs.v16i2.5661.

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In the age of digital transformation , enterprises use digital marketing practices effectively in order to increase customer loyalty considering customer relationship management, to create difference and to provide competitive advantage. The airway sector, where the acceleration is fast and the competition is high, aims to present fast and secure user experience and make the customer live a different traveler experience by using all technology and marketing related platforms. Research problem is that it is a necessity for airline brands to digitalize by utilizing the richness of technology and

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Babić, Slađana, Marko Babić, Ružica Đervida, and Radmila Bojanić. "THE ROLE OF EMOTIONAL INTELLIGENCE IN CUSTOMER RELATIONSHIP IN THE DIGITAL ENVIRONMENT." Ekonomist 3, no. 1 (2024): 47–60. http://dx.doi.org/10.46793/ekonomist3.1.3b.

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The positive relationship between emotional intelligence and business success has been proven. Employees in all organizational units have different personal characteristics that they incorporate to the organization itself internally or express them externally in relations with users. However, new technological changes have brought new challenges that are reflected in all business segments, especially in those related to relations with users. In addition, technologies based on artificial intelligence represent an unexplored area and it is not known how they affect the emotional and rational sid

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Kiliç, Ali, and Çiğdem Karatepe. "Electronic Complaints: An Empirical Study of Negative Reviews from Amazon.com Users." Advances in Language and Literary Studies 12, no. 5 (2021): 42. http://dx.doi.org/10.7575/aiac.alls.v.12n.5.p.42.

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Unprecedented advances have been seen in E-commerce with the spread of digital commerce and customer relations on commercial websites, such as Amazon. As a result, investigation of this type of communication has opened up new horizons for discourse analysts. This study aims to identify the complaint strategies used by customers and the reasons behind them. With this in mind, the researchers formed a corpus of the most helpful negative reviews posted on Amazon. Similar to previous studies on complaints in spoken communication, the present analysis investigated the different complaint strategies

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Zhang, Gang. "Analysis of the Impact of Digital Transformation on Enterprise Economic Management Innovation." Modern Economics & Management Forum 5, no. 6 (2025): 1178. https://doi.org/10.32629/memf.v5i6.3358.

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With the continuous deepening of digital transformation, it has a profound impact on the way of enterprise economic management. The article discusses the connotation of digital transformation and clarifies the core technologies such as cloud computing, big data, artificial intelligence, etc., on which it relies. The role of digital transformation in improving decision-making efficiency, optimizing resource allocation, promoting organizational change, and improving customer relations is discussed. The study shows that digital transformation not only improves the ability of enterprises to respon

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Chen, Zhisheng. "Metaverse in tourism service: Exploring digital tourism innovation." Metaverse 5, no. 1 (2024): 2664. http://dx.doi.org/10.54517/m.v5i1.2664.

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<p>This study explores the integration and challenges of metaverse technology in tourism, analyzing perspectives from the industry, travelers, and management. It underscores the digital transformation accelerated by the COVID-19 pandemic, technological advances, and Generation Z influences. The research identifies key applications of metaverse technology, such as digital eco-tours, museums, cultural performances, and souvenirs, which redefine the traditional tourism model. It also examines the unique experiences provided to tourists by the metaverse at various stages of travel—before, du

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Hafsa Malik and Javaria Asim. "Chatbot Efforts: Unveiling the Influence on Customer-Brand Connections." Indus Journal of Social Sciences 3, no. 1 (2025): 47–60. https://doi.org/10.59075/ijss.v3i1.528.

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The present study researches the multifaceted dynamics of chatbot marketing initiatives concerning their influences related to quality of communication and customer-brand relationship. It also researches their impacts on loyalty response and brand advocacy within the clothing and apparel industry of Pakistan. This study adopts a quantitative approach using probability sampling. It examines communication quality and customer-brand relationship as mediators in the improvement of customer loyalty to response and advocacy, using the perspective of chatbot interactions. Data from the sample of 304

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Laely, Nur, Djunaedi, Angga Rizka Lidiawan, and Berlian Rahmy Lidiawaty. "Regulation and Technology Innovation in Support of Comprehensive Customer Experience in the Banking Industry in Kediri." Journal of Law and Sustainable Development 12, no. 1 (2024): e2225. http://dx.doi.org/10.55908/sdgs.v12i1.2225.

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Finalidade: The finalidade of the study is to investigate the influence of regulation and technology innovation on the comprehensive customer experience in the banking industry in Kediri, East Java. Purpose: The purpose of the document is to present the results and discussion of a study conducted on the regulation and technology innovation in support of comprehensive customer experience in the banking industry in Kediri. The document aims to test and develop a policy model suitable for several banks in Kediri City, East Java, and provide views and policy models that can be applied to other ban

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Devi, Rizky Feliana, Fajar Hartanto Siswanto, Nayla Azkia, and Jerry Heikal. "Customer Segmentation Based on RFM Analysis as the Basis of Marketing Strategy Case Study of PT Pertiwi Agung Pharmaceutical Industry (LANDSON)." BUDGETING : Journal of Business, Management and Accounting 5, no. 2 (2024): 766–74. http://dx.doi.org/10.31539/budgeting.v5i2.8994.

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The Pharmaceutical Company is a company that has quite large raw material import activities and has many benefits for society and institutions such as hospitals. Pharmaceutical companies play an important role in improving the quality of life of the human population in modern times because, in the field of marketing, pharmaceutical companies face increasing sales performance and profits, as well as maintaining customer loyalty. Pharmacy retail customers usually make drug purchases influenced by the selling price and suitability factors (suggestions) for certain drug brands. Based on these cond

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