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Fery Setiawan
Universitas Mercu Buana
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Journal : MDP Student Conference

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Analisis Tataran, Platform, dan Fitur E-CRM: Sebuah Tinjauan Literatur Sistematis Wijaya, Hendri; Setiawan, Fery; Dillon, Erloy; Farisi, Ahmad
MDP Student Conference Vol 4 No 1 (2025): The 4th MDP Student Conference 2025
Publisher : Universitas Multi Data Palembang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35957/mdp-sc.v4i1.11301

Abstract

Electronic Customer Relationship Management (E-CRM) is a strategic solution used by organizations to enhance customer relationships through digital technology. This study aims to answer four key questions in E-CRM development, namely: the levels of CRM applied, the platforms supporting implementation, the main features developed, and the objectives of E-CRM development. The research method used is a Systematic Literature Review (SLR), which includes data collection from leading academic databases, filtering using inclusion and exclusion criteria, and thematic analysis of relevant literature. The results show that E-CRM development involves strategic, operational, and analytical levels. The platforms used include cloud, hybrid, and on-premise solutions, selected based on organizational needs. The identified key features are marketing automation, customer data management, personalized interactions, and artificial intelligence-based analytics. Additionally, the primary goals of E-CRM development include improving customer loyalty, operational efficiency, and more accurate data-driven decision-making. This study provides valuable insights into E-CRM implementation and offers practical guidance for organizations to address the challenges of managing customer relationships in the digital era.
Co-Authors Adi Santoso Afrida Nurmalasari, Afrida Ahmad Yudianto Ali Firdaus Ardi Sanjaya Aries Saifudin Ariyanto, Ayok Auliasari, Ria Windi Ayuningtyas, Angelica Beatris Ayuningtyas, Eka Destriyanto Pristi Bambang Wahrudin, Bambang Chasanah, Niswatun Dillon, Erloy Diniah, Zahrotu Dwi Kartika Apriyono Dyah Irnawati Ellyana, Nabila Sastika Elok Putri Nimasari, Elok Putri ernawati, etik Erni Anikasari Fakhrudin Rifai, Royyan Farisi, Ahmad Hafiz, Afdal Al Hendri Wijaya, Hendri Heni Susilowati Hidayat, Muhamad Syahrul Indriani, Ella Jenny Sunariani, Jenny Julian Sahertian Julianita siregar, Siti Juni Handajani Kumala, Shelee Fransiska Kurniasih, Ranti Lailatizzahro, Nisa’u Laksana, Lintang Bayu Adi Latief Mooduto, Latief Lisdrianto Hanindriyo Lukis, Prima Agusti Lusiyanti, Lusiyanti Mohammad Khafid Muh Anhar Naning Kristiyana, Naning Nobel Aqualo Nur Yanti, Nur Nurdianto, Arif Rahman Nurhayati, Anna Otto Fajarianto Prabandari, Paundra Fatikah Prakosa, Basma Rosandi Pratama, Arvin Arya Pratiwi, Anggun Anggraini Mila Pristi A., Eka Destriyanto Pristi, Eka Destriyanto Purwaningrum, Titis Purwaningsih, Titis Putri, Laras Dwi Linggarani Rahmawan, Dzanuar Rizal Fauzi Nurdianto Rohfin Andria Gestanti Rudi Irawan Rudy S. Saiful Nurhidayat, Saiful Salsabila, Aghnia Salma Siti Sunarintyas Sri Mulyati Suhartini Titi Rapini, Titi Titut Harnanik Toti Indrawati Trisna, Anita Xtisani Tuada, Anfal Husna Wahna Widhianingrum, Wahna Wahyudi Wahyudi Wicaksono, Dhimas Wijianto Wijianto Yulistiyani, Andriati Yusof, Ainuddin Yushar