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Journal articles on the topic 'Digital customer relationships'

Author: Grafiati

Published: 24 June 2021

Last updated: 29 July 2025

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1

Mandal, Pratap Chandra. "Shifts in Customer Relationship." International Journal of Applied Management Theory and Research 4, no. 1 (2022): 1–19. http://dx.doi.org/10.4018/ijamtr.2022010102.

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Companies require building and maintaining customer relationships to achieve excellence in the digital age. Companies should be selective and should develop relationships with loyal and profitable customers and discourage unprofitable customers to continue doing business with them. Companies require developing interactive customer relationships which are mutually beneficial and understanding the growing importance of consumer-generated marketing in the digital age and online marketing domains in forming relationships. They should respect public policies like consumer security and privacy, have

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Mandal, Pratap Chandra. "Engaging Customers and Managing Customer Relationships." Journal of Business Ecosystems 4, no. 1 (2023): 1–14. http://dx.doi.org/10.4018/jbe.322405.

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Marketing is about engaging customers and managing profitable customer relationships. Marketers aim to create value for customers in order to capture value from customers in return. The objective of the study is to discuss customer value, customer engagement, building customer relationships, and the various strategies and initiatives adopted by companies. Customer relationship levels and roles of digital and social media in customer engagement are discussed. Customers themselves generate substantial content nowadays. Again, companies should develop relationships not only with customers but als

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Day, George S., and Katrina J. Hubbard. "Customer Relationships go Digital." Business Strategy Review 14, no. 1 (2003): 17–26. http://dx.doi.org/10.1111/1467-8616.00240.

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Nanta, Teuku Muda, Noermijati Noermijati, Fatchur Rohman, and Ananda Sabil Hussein. "The Effect of Digital Touchpoint Usage Experience on Customer Loyalty Mediated by Digital Engagement and Customer Satisfaction." Businesses 5, no. 1 (2025): 3. https://doi.org/10.3390/businesses5010003.

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This study aims to determine the influence of digital touchpoint usage experience, specifically through the myIndiHome application, on customer loyalty, with digital engagement and customer satisfaction as mediating variables. The study used a quantitative method to survey 385 active IndiHome broadband customers in Indonesia. Structural Equation Modelling–Partial Least Square (SEM-PLS) was used to analyze the data. The findings revealed that digital touchpoint usage positively and significantly affected digital engagement, customer satisfaction, and customer loyalty. Additionally, digital enga

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Ezatullah, Saddiqi. "The Effect of Digital Marketing on Customer Relationships in the Capital of Afghanistan (Kabul)." International Journal of Innovative Science and Research Technology 7, no. 5 (2022): 1414–37. https://doi.org/10.5281/zenodo.6735229.

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The Effects of Digital Marketing on Customer Relationships Marketers are discovering about using digital channels including the Internet, email, mobile phones, and digital television to cut costs, reach larger and new consumers, customize, interact, and connect with customers better.The ability to leverage digital platforms to develop long-term client relationships and loyalty has recently gotten a lot of attention. We present a model in this article that demonstrates how brand communication, service, customization, and interaction may assist marketers in improving customer relationships. Digi

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K. Baranidharan and T. Suganya. "Satisfaction of Customers with Digital Marketing Services." December 2023 2, no. 2 (2023): 382–97. http://dx.doi.org/10.36548/rrrj.2023.2.009.

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Customer satisfaction management is a frequently used approach for managing a company's relationships with customers, clients, and sales prospects. It entails utilizing technology to organize, automate, and synchronize company operations, primarily those related to sales, but also those related to marketing, customer care, and technical support. The overarching aims are to locate, attract, and keep new clients while nurturing and retaining those the organization already has; convince former clients to return; and minimize marketing and client service expenditures. Customer satisfaction refers

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Naim, Ifin, Wa Ode Nursaadha Rajuddin, and Ahmad Ansyori. "Customer Relationship Management In The Digital Era To Enhance Customer Experience Through Technology." Transforma Jurnal Manajemen 2, no. 2 (2024): 77–85. http://dx.doi.org/10.56457/tjm.v2i2.131.

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In the digital era, customer relationship management (CRM) has undergone a significant transformation with the advent of advanced technology that facilitates more effective interactions between companies and customers. Digital CRM allows companies to collect, analyze and utilize customer data in real-time, thereby offering a more personalized and relevant experience. Technologies such as artificial intelligence, big data and predictive analytics have played an important role in optimizing CRM strategies. Through the use of chatbots, automated personalization, and data analysis, companies can i

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Berman, Saul J., Peter J. Korsten, and Anthony Marshall. "A four-step blueprint for digital reinvention." Strategy & Leadership 44, no. 4 (2016): 18–25. http://dx.doi.org/10.1108/sl-06-2016-0042.

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Purpose Digital reinvention helps organizations create unique, compelling experiences for their customers, partners, employees and other stakeholders. Design/methodology/approach Digital reinvention combines the capabilities of multiple technologies, including cloud, cognitive, mobile and the Internet of Things (IoT) to rethink customer and partner relationships from a perspective of fundamental customer need, use or aspiration. Findings The most successful digitally reinvented businesses establish a platform of engagement for their customers, with the business acting as enabler, conduit and p

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Susanto, Stefanus Andrew, Michael Valensius Manek, Rheo Alfonso Setiawan, and Faranita Mustikasari. "Customer Experience in Digital Banking: The Influence of Convenience, Security, and Usefulness on Customer Satisfaction and Customer Loyalty in Indonesia." Devotion : Journal of Research and Community Service 4, no. 8 (2023): 1671–85. http://dx.doi.org/10.59188/devotion.v4i8.544.

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The emergence of digital banks in Indonesia, such as Blu by BCA, Bank Jago, Allo Bank, and Bank Neo Commerce has been driven by the positive response from the public and the increasing demand for digital banking services, especially in the Covid-19 pandemic. With the growth of digital banking in Indonesia, it is important to understand the factors that shape customer satisfaction and loyalty. This study aims to examine the influence of customer experience on satisfaction and loyalty in the digital banking industry, with focus in Indonesia (Makassar). Seven hypotheses are proposed to examine th

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Mbama, Cajetan I., and Patrick O. Ezepue. "Digital banking, customer experience and bank financial performance." International Journal of Bank Marketing 36, no. 2 (2018): 230–55. http://dx.doi.org/10.1108/ijbm-11-2016-0181.

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Purpose The purpose of this paper is to examine customers’ perceptions of digital banking (DB), customer experience, satisfaction, loyalty and financial performance (FP) in UK banks. Design/methodology/approach The research consists of a survey of UK bank customers’ perceptions of the above themes; use of banks’ financial reports to obtain FP ratios; multivariate factor analysis; structural equation modelling; and analysis of variance tests to explore research hypotheses on the relationships among the study factors. Findings The main factors which determine customer experience in DB are servic

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Simranjeet Singh and Pawanjot Kaur. "ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM) - OPPORTUNITIES AND CHALLENGES IN THE DIGITAL WORLD." mLAC Journal for Arts, Commerce and Sciences (m-JACS) ISSN: 2584-1920 3, no. 2 (2025): 9–14. https://doi.org/10.59415/mjacs.v3i2.225.

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A customer-focused approach to customer service, customer relationship management (CRM) aims to create enduring bonds with customers that benefit both the selling business and the consumer. In the current competitive market, keeping existing clients and attracting new ones is really difficult task. Furthermore, as a result of advancements in technology, the nature of business transactions has evolved. Since the internet is a vital component of any organization, many view it as an opportunity to reduce customer service expenses and strengthen relationships with customers, better personalised ma

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MSc, Nguyen Thi Thu, and Pham Ngoc Huyen MSc. "Digital Technology Application in Building Relationships with Individual Customers: Research at JPMorgan Chase, DBS Bank, and Suggestions for Vietnamese Commercial Banks." Global Journal of Economic and Finance Research 02, no. 06 (2025): 359–67. https://doi.org/10.5281/zenodo.15590548.

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ABSTRACT: This article analyzes the experience of applying digital technology in building and maintaining relationships with individual customers at two international banks, JPMorgan Chase (USA) and DBS Bank (Singapore). JPMorgan Chase has used artificial intelligence (AI) and big data to personalize customer experiences, effectively combining digital channels and physical branches to create a comprehensive financial ecosystem. Similarly, DBS Bank strongly applies AI, big data, and advanced security technology to enhance customer experience and ensure transparency and safety, helping the bank

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Nanda, Putri Widiyanti, Suprayitno Suprayitno, and Syahrial Yoppi. "Peranan Dan Implementasi Digital Marketing Sebagai Media Pemasaran Corndog.An Untuk Meningkatkan Jangkauan Atau Impresi." Society : Jurnal Pengabdian Masyarakat 2, no. 2 (2023): 75–79. http://dx.doi.org/10.55824/jpm.v2i2.259.

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Digital marketing is one of the marketing strategies that utilize the internet and information technology to increase reach or impressions. Digital marketing can be said to be able to help suppliers establish relationships with customers to increase a sense of customer loyalty. Digital marketing is often used by several companies. In addition, digital marketing has Another factor that influences customer loyalty is customer satisfaction. Therefore maintaining old customers is maintaining customer loyalty or a sense of trust. An era that is growing rapidly than from that the "Corndog.an" busine

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Syoftika, Rehan Tri, and Rahmiati Rahmiati. "Building Lasting Relationships: CRM Strategies and Customer Loyalty Maxim." Journal of Management and Administration Provision 5, no. 1 (2025): 50–60. https://doi.org/10.55885/jmap.v5i1.521.

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The digital transportation industry faces fierce competition which requires strategies to maintain customer satisfaction and loyalty as is the case with Maxim transportation services. This study identifies the role of customer relationship management mediated by satisfaction on customer loyalty. This research is quantitative research involving 385 respondents with survey research data collection methods. This research adopts research instruments from previous researchers from reputable journals with Likert scale design instruments. The results of this study reveal that CRM and satisfaction are

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Thakur, Rakhi. "The moderating role of customer engagement experiences in customer satisfaction–loyalty relationship." European Journal of Marketing 53, no. 7 (2019): 1278–310. http://dx.doi.org/10.1108/ejm-11-2017-0895.

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Purpose This study aims to examine the moderating role of customer engagement experiences in satisfaction–loyalty relationship in the digital business environment. This paper looks at mobile apps for shopping and travel planning to understand these relationships. Design/methodology/approach This paper includes the conceptualization and validation of the proposed relationship through multiple studies. An exploratory qualitative study was conducted to identify the relevant engagement experiences. Subsequently, multiple quantitative studies were conducted to examine the proposed relationships. Fi

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Zakiatul Hidayah, Zulfa, Erin Soleha, Abdul Latif, Fiqih Maria Rabiatul Hariroh, and Nadia Meirani. "Pembekalan Strategi Manajemen dalam Menghadapi Tantangan Perekonomian Usaha di Era Digital." Abdimas Indonesian Journal 4, no. 2 (2024): 43–48. https://doi.org/10.59525/aij.v4i2.372.

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Field surveys were used in this Community Service initiative to gain further understanding of customer preferences, market trends, and areas of improvement needed by their companies. The devotion team managed to obtain important information from customers and business owners during the initial interviews to analyze the problems faced. A number of solutions were created to improve Angkringan's business performance once the problems were identified. Improvements in finance, marketing, promotion, expansion of premises and facilities, better sales strategies, product innovation, better customer se

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Martowinangun, Kasino, Johni Setiady Pasaribu, and Jusuf Nurdin. "Digital Customer Relationship Management in Improving Service Quality Through E-Commerce Systems." Jurnal Ekonomi Manajemen Sistem Informasi 6, no. 3 (2025): 1696–704. https://doi.org/10.38035/jemsi.v6i3.4074.

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Digital Customer Relationship Management (d-CRM) is an evolution of traditional CRM that focuses on the use of digital technology to manage customer relationships. In the context of e-commerce, “d-CRM” is a very important role in improving service quality through personalization, automation, and deeper utilization data of customers. This paper aims to explore how “d-CRM” can be applied in e-commerce platforms to improve service quality, customer satisfaction, and loyalty. By reviewing a case study on CV Bintang Raya Plastik and the literature, this article highlights the benefits of “d-CRM” an

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Fathoni, Muhammad, Devi Rusvitawati, M. Farisan Kasyfi, and Indra Agung Pamuja. "Strategi Pemasaran Berbasis Digital: Membangun Hubungan Pelanggan yang Berkelanjutan pada Society 5.0." Paradoks : Jurnal Ilmu Ekonomi 8, no. 1 (2025): 645–52. https://doi.org/10.57178/paradoks.v8i1.1207.

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In Society 5.0, businesses face challenges in building sustainable customer relationships through digital-based marketing strategies. This research identifies the use of social media and digital platforms as having an important role in increasing customer loyalty as stated by (Nanda Annisa et al., 2020; Setiawan & Nurtjahjani, 2021). Researchers intend to explore effective digital marketing methods as well as factors that influence customer loyalty in the digital era. The method used is a literature review, collecting and analyzing various academic sources including recent journals and art

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Carissa Maulidya Putri Hidayat and Ribbi Aliya Delinda. "Pengaruh Pemasaran Digital Terhadap Peningkatan Penjualan dan Loyalitas Pelanggan (Studi Kasus dalam Brand Somethinc)." Jurnal Manajemen Bisnis Eka Prasetya Penelitian Ilmu Manajemen 11, no. 1 (2025): 282–91. https://doi.org/10.47663/jmbep.v11i1.522.

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This study analyzes the impact of digital marketing on sales growth and customer loyalty in the Somethinc brand. Using a quantitative method with a sample of 103 respondents, the study found that digital marketing significantly contributed 50.8% to increased sales and customer loyalty. Marketing strategies such as social media, SEO, PPC, and content personalization play a crucial role in fostering closer interactions with customers. The analysis shows that digital marketing facilitates purchases, enhances customer engagement, and strengthens loyalty through more personalized relationships. Key

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Vebrianti, Riri, Muhammad Aras, Mega Silviana Sukarni Putri, and Ida Ayu Swandewi. "AI Chatbots in E-Commerce: Enhancing Customer Engagement, Satisfaction and Loyalty." PaperASIA 41, no. 2b (2025): 248–60. https://doi.org/10.59953/paperasia.v41i2b.445.

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The rapid advancement of Artificial Intelligence (AI) has led to the widespread adoption of chatbots in customer service, particularly in e-commerce. As part of digital marketing strategies, chatbots serve as an automated yet interactive tool to enhance customer satisfaction and foster long-term customer loyalty. This study aims to analyze the combined impact of response time, information quality, perceived usefulness (PU), and perceived ease of use (PEOU) on customer satisfaction and loyalty in the e-commerce sector. Although research on chatbot effectiveness continues to grow, most previous

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Harjunawati, Sri, Taufik Baidawi, and Ida Hendarsih. "PENERAPAN MODEL WATERFALL DALAM PERANCANGAN APLIKASI DIGITAL CUSTOMER RELATIONSHIP MANAGEMENT PRODUK FASHION." INTI Nusa Mandiri 18, no. 2 (2024): 225–33. http://dx.doi.org/10.33480/inti.v18i2.4995.

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To win business competition and maintain market share, companies are required to be able to adapt to market conditions and use appropriate marketing strategies. Customer Relationship Management (CRM) is a marketing strategy to create and maintain good relationships with customers thereby reducing the possibility of customers moving to competitors. The aim of the research is to analyze and develop web-based CRM in the Marketing Information System at Toko Agung, East Jakarta. The research method used in this research is the Software Development Method using the waterfall model. The result is a w

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Sampson, Scott E., and Richard B. Chase. "Customer contact in a digital world." Journal of Service Management 31, no. 6 (2020): 1061–69. http://dx.doi.org/10.1108/josm-12-2019-0357.

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PurposeThe customer contact approach to service has been at the core of service theory since the 1970s. It suggests that the potential operating efficiency of a service is inversely related to the extent of customer contact with the provider's operations and that various service design issues are dictated by the presence or absence of customer contact. The purpose of this article is to reevaluate the customer contact approach in light of advanced digital technologies.Design/methodology/approachThe authors review the origins and history of the customer contact approach and show ways it has been

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Mandal, Pratap Chandra. "Public Policy Issues and Technoethics in Marketing Research in the Digital Age." International Journal of Technoethics 12, no. 1 (2021): 75–86. http://dx.doi.org/10.4018/ijt.2021010105.

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Companies collect customer information in marketing research to understand customers and generate customer insights. Various public policy and ethical issues are associated with the process. The issues include intrusions on consumer privacy; misuse, misinterpretation, and misrepresentation of research findings; ethical and social dilemma in the collection of customer information; and ethical dilemma in generating customer insights through neuromarketing and its applications. In this digital age, it is easier to invade consumer privacy. Companies abide by the various laws and regulations enforc

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Vasuki, Mrs M., A. Anbhazhaghi, and S. Janani. "DIGITAL BANKOSPHERE." International Scientific Journal of Engineering and Management 04, no. 01 (2025): 1–8. https://doi.org/10.55041/isjem02204.

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In India, the banking sector plays a pivotal role in driving economic growth and ensuring financial inclusion across diverse populations. With rapid advancements in technology and increasing customer expectations, personalized banking solutions have become essential to address varying financial needs. This paper presents a personalized banking recommendation system that leverages user data, including financial behaviour, income, age, location, and spending patterns, to provide tailored banking services. The system integrates financial analytics with customer relationship management to offer cu

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Arora, Preeti, and Rashi Banerji. "The impact of digital banking service quality on customer loyalty: An interplay between customer experience and customer satisfaction." Asian Economic and Financial Review 14, no. 9 (2024): 712–33. http://dx.doi.org/10.55493/5002.v14i9.5199.

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The purpose of this study is to examine the impact of service quality dimensions on customer experience, satisfaction and loyalty in the context of digital banking in Indian public sector banks. Data collection involved purposeful sampling, resulting in 524 valid survey responses. Psychometric characteristics were examined, and the hypotheses were tested using the Hayes process approach. Statistical analysis was conducted using SPSS 25 and AMOS 22 (structural equation modeling software). The study uses the Cognitive-Motivational-Relational (CMR) theory to examine the dynamics of service qualit

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N.Mohamed, Sirajudeen, and V.Janani. "A Study on Digital Marketing." Shanlax International Journal of Management 6, S1 (2018): 98–102. https://doi.org/10.5281/zenodo.1461311.

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Marketing  is  an  organizational  function  and  a  set  of  processes  for  creating, communicating  and  delivering  value  to  customers  and  for  managing  customer relationships in ways that benefit the organization and its stakeholders. Therefore E-marketing/Digital marketing by its very nature is one aspect of an organizational function and a set of processes for creating, communicating and delivering value to  customers  and  for  managing  customer  relat

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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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Andriana, Ririn. "The Influence of Digital Marketing and Brand Trust on Customer Loyalty Through Customer Satisfaction of Food and Beverage Companies." International Journal Of Education, Social Studies, And Management (IJESSM) 5, no. 1 (2025): 214–24. https://doi.org/10.52121/ijessm.v5i1.628.

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This study aims to analyze the effect of digital marketing and brand trust on customer loyalty, with customer satisfaction serving as a mediating variable, within the context of food and beverage companies in East Java. In addition, the research seeks to examine the strategic role of customer satisfaction in strengthening the relationships among the key variables. A quantitative approach was employed, utilizing Structural Equation Modeling (SEM) as the method for data analysis. Data were collected through a survey questionnaire distributed to customers of food and beverage companies in East Ja

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Kirana, Laras Puspa, Rita Komaladewi, and Yevis Marty Oesman. "Mobile Banking Service Quality and Customer Relationship Quality in Indonesian Islamic Banks: The Moderating Effect of Gender." Economics and Business Journal (ECBIS) 3, no. 3 (2025): 297–310. https://doi.org/10.47353/ecbis.v3i3.168.

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This study aims to analyze the impact of mobile banking service quality on customer relationship quality in Indonesian Islamic banks, with a focus on the moderating role of gender. With the rapid growth of digital technology, mobile banking has become a crucial factor influencing customer experience, particularly within the context of Islamic banking, which operates on Islamic principles. This research investigates how the quality of mobile banking services (such as ease of access, security, and transaction convenience) affects customer relationship quality (including trust, satisfaction, and

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Muhammad Iqbal. "Strategi Pemasaran Digital untuk Meningkatkan Loyalitas Pelanggan di Era Media Sosial." Inisiatif: Jurnal Ekonomi, Akuntansi dan Manajemen 4, no. 2 (2025): 174–86. https://doi.org/10.30640/inisiatif.v4i2.3826.

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This study examines digital marketing strategies implemented by businesses in the creative industry and their relationship with customer loyalty. The crucial issue raised was how businesses can leverage social media to increase customer engagement and loyalty in the midst of fierce competition. The problem faced is a lack of understanding of the effectiveness of digital marketing strategies in building long-term relationships with customers. The purpose of this study is to explore and analyze the strategies used and their impact on customer loyalty. The research method used is observation and

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Lilly, A., R. Rajkumar, J. Vinoth Kumar, and J. Lydia. "Prominence of artificial intelligence-upholding customer loyalty via customer relationship management." Journal of Information and Optimization Sciences 45, no. 8 (2024): 2129–40. https://doi.org/10.47974/jios-1767.

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In the last few decades, Artificial Intelligence (AI) has radically altered the way around the world people conceive, perform, and consume. To survive, any business must gain the loyalty and confidence of its customers. As cloud-based CRM structures have evolved into digital assistants, rudimentary data input tools are being replaced by cloud-based CRMs. Customer loyalty is eroding due to increased competition. A consistent satisfactory experience head towards customer loyalty, which means customers aspire one brand over another. In order to quench the customers’ prerequisites, the business sh

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Liu, Qianhua, Ka-Ching Chan, and Ranga Chimhundu. "From Customer Intimacy to Digital Customer Intimacy." Journal of Theoretical and Applied Electronic Commerce Research 19, no. 4 (2024): 3386–411. https://doi.org/10.3390/jtaer19040164.

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Customer intimacy plays a crucial role in shaping customer relationships and guiding organizational strategies. As the digital business environment has grown, the concept of customer intimacy has evolved, leading to significant changes in its dimensions and implications. This systematic literature review and synthesis comprehensively analyzes the current research on customer intimacy, reexamines it within the context of e-commerce and digital marketing, and introduces the concept of “Digital Customer Intimacy”. The paper explores the unique characteristics of digital customer intimacy, how it

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Kolomytseva, Olena, Angela Boyko, and Oleksii Vasylchenko. "CUSTOMER EXPERIENCE AND BRAND LOYALTY IN RELATIONSHIP MARKETING STRATEGIES: ANALYSIS AND METHODOLOGICAL ASPECTS." Proceedings of Scientific Works of Cherkasy State Technological University. Series Economic Sciences 25, no. 73(2) (2024): 23–41. https://doi.org/10.24025/2306-4420.73(2).2024.320718.

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Abstract. The relevance of the topic is due to the fact that in the period of instability, businesses seek to maintain customer loyalty by improving their experience and creating an emotional relationship with the brand. The purpose of the study was to identify the main elements of customer experience that most affect consumer loyalty, as well as to analyse strategies for improving it in the context of relationship marketing. Research methods include the analysis of theoretical sources, a quantitative marketing survey to collect data on customer expectations and a practical analysis of custome

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Saini, Vipin, Mohan Tanniru, Ting-Peng Liang, Ernest Yoder, and Yu-Chen Yang. "E-Relationship Through a Value Lens—Implications for Organizational Capability." e-Service Journal 14, no. 1 (2022): 1–31. http://dx.doi.org/10.2979/esj.2022.a877448.

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ABSTRACT: Firms that extend their e-commerce platforms into customer decision-making to build relationships need to understand the customer journey or build e-relationships through a lens that the customer uses to assess the value created and fulfilled. By contrasting the value cycles that customers and firms use, four different activities are identified for firms with shorter and longer value cycles. By enabling customers to support value creation, fulfilling the value created by enlisting partners and expanding services, and engaging the customers during value-in-use, three organizations dis

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Mandal, Pratap Chandra. "Public Policy Issues in Direct and Digital Marketing – Concerns and Initiatives." International Journal of Public Administration in the Digital Age 6, no. 4 (2019): 54–71. http://dx.doi.org/10.4018/ijpada.2019100105.

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Companies require information about customers to understand them, know their preferences, and develop relationships with them. Companies employ a number of direct and digital marketing channels to collect information and intelligence about customers. Marketers adopt a number of unfair practices for collecting information through direct and digital marketing and this raises concerns about consumer privacy. The article discusses the various aspects of consumer privacy and the need for protecting consumer privacy. The article further focuses on the various regulations enforced by regulatory bodie

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Straker, Karla, and Cara Wrigley. "Emotionally engaging customers in the digital age: the case study of “Burberry love”." Journal of Fashion Marketing and Management 20, no. 3 (2016): 276–99. http://dx.doi.org/10.1108/jfmm-10-2015-0077.

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Purpose – The purpose of this paper is to investigate how companies can design digital channels to evoke desired emotions. Design/methodology/approach – The successful business case of retailer Burberry has been examined to understand the strategy and customer engagement of digital channels implemented by decoding the emotional intensions. Findings – Results illustrate that the ability to create engaging interactions via digital channels with customers has a significant impact on growth, revenue and brand advocacy. Findings from this study provide a new empirical support for the proposition th

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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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Hariyanto, Lilik, Rahmat Kusnedi, Kezia Elsty, Muhammad Irfan, Dikki Z. Choesrani, and Aan Nurhasanah. "The Role Of Technology In Simplifying Operations To Strengthen Customer Relationships In The Culinary Industry." Jurnal Ilmiah Manajemen Kesatuan 13, no. 1 (2025): 315–24. https://doi.org/10.37641/jimkes.v13i1.3083.

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With the advancement of technology, the culinary industry continues to evolve. Technology not only makes businesses easier to run, but it can also strategically help enhance customer engagement. The purpose of this research is to determine the role of technology in streamlining operations and strengthening customer relationships in the culinary industry. Business operators can optimize efficiency, reduce costs, and enhance customer experience by using online ordering applications, digital inventory management systems, and social media platforms. This study also discusses the implementation of

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Kim, Chang-Geun, and Oh-Suk Yang. "Global Companies’ Dynamic Response to Business Environment Uncertainty through Digital Transformation: Sustainable Digital Quality–Customer Value–Market Performance Relationships." Sustainability 16, no. 15 (2024): 6541. http://dx.doi.org/10.3390/su16156541.

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This study examines the relationship between digital transformation and both the corporate image and brand awareness of global companies through the mediating effects of functional value, symbolic value, experiential value, emotional value, and social value, all of which are components of customer value. This study mainly focuses on the structural relationship in which digital quality, which is subdivided into system quality, information quality, and service quality, affects non-financial corporate image as a company with good corporate governance, a company that is good at social contribution

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Latifah, Khoirya, Rahmat Robi Waliyansyah, Nugroho Dwi Saputro, and Mega Novita. "Customer Relationship Management Berbasis Digital pada UMKM di Desa Tengguli, Bangsri, Kabupaten Jepara." Indonesian Journal of Community Services 4, no. 2 (2022): 185. http://dx.doi.org/10.30659/ijocs.4.2.185-192.

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UMKM adalah tulang punggung perekonomian di Indonesia. Saat ini pemerentah melalui visi Presiden Jokowi sedang mencanangkan program UMKM GO Digital. Rata-rata UMKM di Desa Trengguli Bangsri Jepara saat ini masih menggunakan cara-cara yang tradisonal dalam melakukan pemasaran, penjualan dan promosi sehingga hasil yang diperoleh kurang optimal. Untuk mengatasi masalah tersebut maka Tim Pengabdi memberikan pelatihan CRM E-Commerce untuk melatih softskill dan hardskill UMKM dalam mengembangkan inovasi digitalisasi UMKM sehingga mampu menguatkan pemasaran, penjualan dan promosi. Melalui pelatihan C

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Daviana, Syifa Fakhirah, Nila Armelia Windasari, and Nita Garnida. "THE ROLE OF CUSTOMER PARTICIPATION AND CUSTOMER DYNAMICS IN SHAPING CUSTOMER LOYALTY IN DIGITAL EVENT SERVICES." International Journal of Social Service and Research 5, no. 2 (2025): 283–94. https://doi.org/10.46799/ijssr.v5i2.1192.

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The shift towards digital event services has been significantly accelerated by the COVID-19 pandemic, creating a highly competitive landscape where customer loyalty is pivotal. This study aims to analyze the factors influencing customer loyalty in digital event services, focusing on the roles of customer dynamics and behavioral intention. This research uses a quantitative method approach, which is applied to test the causal relationship among variables such as customer participation, behavioral intentions, customer dynamics, customer experience, and customer loyalty. A large scale of survey wa

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Mahfuzh, Muhammad Ady, Joko Setyono, and Alex Fahrur Riza. "Examining the Model for Enhancing E-Loyalty in Digital Banks." Signifikan: Jurnal Ilmu Ekonomi 14, no. 1 (2025): 247–64. https://doi.org/10.15408/sjie.v14i1.44901.

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Research Originality: This research novelty lies in applying the Stimulus-Organism-Response (S-O-R) theory to measure e-loyalty among digital banking customers in Indonesia. This approach has not been widely explored in Indonesia's digital banks' context.Research Objectives: This research evaluates e-loyalty among digital banks' customers in Indonesia using the SOR theory's direct and indirect measurement methodologies.Research Methods: The sample consists of 130 participants drawn from customers of both Islamic and conventional digital banks in Indonesia. This research applies PLS-SEM through

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Ismail Razak. "Customer Engagement in the Digital Age: Marketing Strategies that Win Consumers' Hearts." Jurnal Pendidikan Indonesia 2, no. 02 (2024): 159–65. https://doi.org/10.58471/ju-pendi.v2i02.515.

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The digital era has changed the marketing paradigm, where customers are increasingly connected online, allowing for more intense interactions between brands and consumers. Customer involvement is the key to achieving marketing success, especially in the face of increasingly fierce competition. This research aims to examine and analyze customer engagement in the context of the digital era, as well as explore effective marketing strategies to win the hearts of consumers. This research uses a qualitative approach with descriptive methods. Research findings show that being responsive and active on

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Pașcalău, Simona-Valentina, Felix-Angel Popescu, Gheorghina-Liliana Bîrlădeanu, and Iza Gigauri. "The Effects of a Digital Marketing Orientation on Business Performance." Sustainability 16, no. 15 (2024): 6685. http://dx.doi.org/10.3390/su16156685.

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Customer relationship management (CRM) has become increasingly important as a result of the pressure organizations are under to remain competitive. CRM has been and is widely promoted as essential to a company’s ability to survive. According to this study, CRM is more than just a computer program or software package. We believe that for organizations to use CRM effectively, it must be viewed from a strategic point of view. Therefore, this study focuses on the consequences of digital marketing on business performance, specifically, the consequences of customer relationship orientation and the u

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Shin, Jae Woo, Ji Yeon Cho, and Bong Gyou Lee. "Customer perceptions of Korean digital and traditional banks." International Journal of Bank Marketing 38, no. 2 (2019): 529–47. http://dx.doi.org/10.1108/ijbm-03-2019-0084.

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Purpose The purpose of this paper is to compare customer experience (CE) between digital and traditional South Korean bank users and its relationship with customer satisfaction (CS). Design/methodology/approach A survey of bank customers was conducted, and an ANOVA test was performed to compare the means of CS between digital and traditional bank (TB) users as well as four dimensions of CE, such as usefulness, convenience, employee-customer engagement (ECE) and security. The ordinal regression analysis was also performed to test the moderation effect of digital bank (DB) use on the relationshi

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Oré-Calixto, Sofía, and Wagner Vicente-Ramos. "The effect of digital marketing on customer relationship management in the education sector: Peruvian case." Uncertain Supply Chain Management 9, no. 3 (2021): 549–54. http://dx.doi.org/10.5267/j.uscm.2021.6.007.

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The objective of the research was to determine the impact of Digital Marketing on customer relationship management (CRM) in an educational institution in central Peru. The study was carried out from the quantitative approach, with a non-experimental correlational transactional research design. A questionnaire was applied to 228 parents between the ages of 30 and 50 who belong to an educational institution in the city of Concepción in Peru. Using the structural equations model, it was found that Content Marketing has a significant influence on the operational management of customer relationship

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Suryanto, Nadira Maysa, and Sri Palupi Prabandari. "THE EFFECT OF SOCIAL MEDIA ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER RELATIONSHIP MANAGEMENT." Jurnal Manajemen Pemasaran dan Perilaku Konsumen 1, no. 3 (2022): 393–401. http://dx.doi.org/10.21776/jmppk.2022.01.3.13.

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Several marketing approaches in the digital marketing era are marketing products and gaining consumer reach through several relationships between marketers and con-sumers before, during, and after product purchases. To overcome business competition in the garment sector, the company's efforts to maintain the company's existence are to focus on building relationships with cus-tomers. The research aims to investigate the effect of Social Media on Customer Loyalty Mediated by Customer Relationship Management on Vido Garment. This study employed quantita-tive and explanatory methods to determine t

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Sashi, C. M. "Digital communication, value co-creation and customer engagement in business networks: a conceptual matrix and propositions." European Journal of Marketing 55, no. 6 (2021): 1643–63. http://dx.doi.org/10.1108/ejm-01-2020-0023.

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Purpose Technological innovations that resulted in the emergence and widespread adoption of digital communication in recent years have led to a surge of academic and practitioner interest in its implications for the co-creation of value and customer engagement. However, in comparison to the attention given to the study of customer engagement in consumer markets, few studies have examined its key role in business markets. This paper aims to examine the impact of digital communication on value co-creation and customer engagement in inter-organizational relationships in business networks. Design/

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Tjioe, Gabrielle, Brigitta Maggie Wijaya, Jason Frederick Evarianto, Vincent Adelwin Darmawan, and Erwin Erwin. "CONQUERING CUSTOMER HEARTS : INTELLIGENT HYPER-PERSONALIZATION WITH ARTIFICIAL INTELLIGENCE FOR ENHANCED CUSTOMER ENGAGEMENT." Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA) 9, no. 1 (2025): 3336–56. https://doi.org/10.31955/mea.v9i1.5589.

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Indonesia is undergoing a rapid digital transformation, characterized by the integration of artificial intelligence (AI) across diverse sectors. AI possesses the potential to reshape consumer behavior and unlock novel opportunities for businesses, including the educational sector, to cultivate more personalized relationships with customers through hyper-personalization. This study aims to analyze the impact of Artificial Intelligence and Hyper-Personalization on customer engagement levels, with the aspiration of contributing to the development of more effective marketing strategies in the digi

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Ramli, Norliza, and Hazliza Haron. "TRANSFORMING DIGITAL BUSINESS MODEL INNOVATION (DBMI) TO ENHANCE SME BUSINESS PERFORMANCE IN MALAYSIA: A CUSTOMER PERSPECTIVE." Advanced International Journal of Business, Entrepreneurship and SMEs 7, no. 24 (2025): 465–92. https://doi.org/10.35631/aijbes.724031.

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Amidst the contemporary digital scene, realizing Digital Business Model Innovation (DBMI) is an indispensable strategy for SMEs in Malaysia's F&B landscape to profoundly elevate their performance and ensure they remain competitive. This study delves into the pivotal impact of digital literacy, product innovation, service convenience, and digital interaction quality, with customer engagement serving as a crucial mediator. By analysing data from 300 SME customers through Multiple Regression Analysis, we uncover vital performance drivers, backed by Pearson Correlation and Factor Analyses to c

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