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All Journal TEKNIK Medical Journal of Indonesia SITEKIN: Jurnal Sains, Teknologi dan Industri Majalah Kesehatan FKUB Indonesian Journal of Global Health research Narra J Go-Integratif : Jurnal Teknik Sistem dan Industri Journal of Endocrinology, Tropical Medicine, and Infectious Disease (JETROMI) MDP Student Conference Bata Ilyas Educational Management Review
Hendri Wijaya, Hendri
Department Of Pediatrics, Faculty Of Medicine, Universitas Sumatera Utara, H. Adam Malik General Hospital, Medan
Humanities Biochemistry, Genetics & Molecular Biology Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Health Professions Immunology & microbiology Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Medicine & Pharmacology Nursing Public Health Other

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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 Adam, Abdullah S. Adisty, Revinia Agung Prayudha Hidayat Angelino, Kevin Annisa Kartinawati Ayodhia P. Pasaribu, Ayodhia P. Dardanella, Derry Daulay, Rini S. Dillon, Erloy Doni Yusri Dyah Ari Wulandari Effendi, Kevin Fany Apriliani Farah, Sara Farisi, Ahmad Fery Setiawan Indrawan, Purana Kollins, Fini Lie, Tommy Lubis, Inke ND. Nababan, Kristo A. Novia Rahmawati OLGA RASIYANTI SIREGAR, OLGA RASIYANTI Pangestu, Fattah Jati Paramita, Deryne A. Paramita, Deryne Anggia Pasaribu, Ayodhia Pitaloka Pasaribu, Ira Nurhasanah Restuti Hidayani Saragih Rina Yunita Risyahadi, Sazli Tutur Rita Evalina S. Suripin Sesar Husen Santosa Sinaga, Adinda Alleyda Sinaga, Antonya Rumondang Sinaga, Bintang Yinke Magdalena Siregar, Rosmayanti Syafriani Suhendi Irawan Syahril Pasaribu, Syahril Tjoa, Kevin Tondy, Tondy Wahyuni, Arlinda Sari