Authors:
Mukhammad Andri Setiawan
and
Yanuar Satrhio Insanaputra
Affiliation:
Universitas Islam Indonesia, Indonesia
Keyword(s):
Social CRM, Small Business, Young Age Market, Indonesia Online Shop.
Related
Ontology
Subjects/Areas/Topics:
Applications
;
Artificial Intelligence
;
Best Practices & Communities of Practice
;
Business Intelligence
;
Communities of Practice
;
Computer-Supported Education
;
Knowledge Management and Information Sharing
;
Knowledge-Based Systems
;
Learning/Teaching Methodologies and Assessment
;
Society, e-Business and e-Government
;
Software Engineering
;
Symbolic Systems
;
Web Information Systems and Technologies
Abstract:
The survey conducted by the Indonesia Internet Service Provider Association (APJII) in 2016 presented that more than half of Indonesia’s population (132.7 millions of people) have been connected to the internet and almost half of them are between 10-34 years of age. Most of have seen internet as one of the most effective places for shopping. However, a fierce competition has made businesses to think more of the strategy to capture the market. With huge number proportion of internet users, younger age makes up 75% of internet users and has become main captive market for online shopping. Traditional customer relationship management (CRM) has previously successfully help businesses in increasing their revenue and create trust relationship with customer. However, traditional CRM works more in a one-way direction. The rise of social media, has created totally different landscape on businesses environment. The rise of electronic CRM and its evolution to social CRM has made companies do not
want to be left behind. They embrace social media as never before. However, business entities in Indonesia need to understand more how does this social media thing work for them. This study investigates and proposes social CRM constructs that work best for young age internet users in Indonesia market. The study indicates that social CRM plays a significant role in captivating younger age market in Indonesia.
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