Journal of Management Studies and Development
Vol. 1 No. 02 (2022): Journal of Management Studies and Development

E-Commerce, Customer Relationship Management and Artificial Intelligent amid COVID-19

Ifta Firdausa Nuzula (Universitas Negeri Sebelas Maret)
Mohammad Allatas Muryanto (Universitas Negeri Sebelas Maret)
Vo Hung Cuong (Vietnam Korea University of Information and Communication Technology)

Article Info

Publish Date
01 Sep 2022

Abstract

Coronavirus is intensely changing various aspects of life, including in business. The pandemic has altered a variety of customer behaviours. The ability of companies to understand these behaviour changes affects business continuity. This study explains the relationship between customer relationship management (CRM) and e-commerce and its trends during the pandemic. This research is descriptive qualitative research using secondary data. This study found that CRM and e-commerce issues grew rapidly during the pandemic. These results show that customer awareness of e-commerce is increasing to make transactions of their needs. Simultaneously, this customer behaviour is anticipated by business people by improving CRM as an effort to manage customer satisfaction. Some results in different countries are not always the same response between CRM and e-commerce.

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Journal Info
Journal of Management Studies and Development
Website

Abbrev

JMSD

Publisher

Indonesian Institute of Science and Technology Research

Subject

Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

Description

Journal of Management Studies and Development is an open-access, multidisciplinary journal in management research. JMSD publishes original empirical and conceptual studies that promote management and organizational research. It embraces a diverse variety of methodologies and philosophical ...