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All Journal Jurnal Ekonomi Manajemen Sistem Informasi
Pasaribu, Johni Setiady
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Economics, Econometrics & Finance

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Digital Customer Relationship Management in Improving Service Quality Through E-Commerce Systems Martowinangun, Kasino; Pasaribu, Johni Setiady; Nurdin, Jusuf
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 6 No. 3 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (Januari - Februari 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v6i3.4074

Abstract

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” and the challenges it in implementation.
Co-Authors Martowinangun, Kasino Nurdin, Jusuf