Boosting Global Customer Loyalty through E-CRM and Digital Marketing Strategies

Indonesian Journal of Innovation Studies Pub Date : 2024-05-11 DOI:10.21070/ijins.v25i1.1106

Amaliasari Nurcayani, Sriyono

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Abstract

This study delves into the impact of electronic customer relationship management (e-CRM) and digital marketing on customer e-loyalty, addressing a gap in previous research. Using qualitative research and literature review, it analyzes the relationship between these variables. Findings reveal a significant positive effect of e-CRM and digital marketing on e-loyalty, emphasizing the importance of e-satisfaction. Suggestions for future research include incorporating additional factors like customer satisfaction and employing quantitative methods to strengthen findings. Expanding the scope to different industries beyond the ones studied could enhance understanding. Highlight: In-depth Analysis: Qualitative research explores e-CRM and digital marketing impact. Key Findings: Positive correlation found with customer e-loyalty, emphasizing e-satisfaction. Future Research: Suggested inclusion of more factors and quantitative methodologies. Keywoard: E-CRM, Digital Marketing, Customer E-loyalty, Qualitative Research, Literature Review

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通过电子客户关系管理和数字营销战略提升全球客户忠诚度

本研究深入探讨了电子客户关系管理（e-CRM）和数字营销对客户电子忠诚度的影响，填补了以往研究的空白。通过定性研究和文献综述，本研究分析了这些变量之间的关系。研究结果显示，电子客户关系管理（e-CRM）和数字营销对电子忠诚度有明显的积极影响，强调了电子满意度的重要性。对未来研究的建议包括纳入更多因素，如客户满意度，并采用定量方法来加强研究结果。将研究范围扩大到所研究行业之外的其他行业，也能加深理解。亮点：深入分析：定性研究探讨了电子客户关系管理和数字营销的影响。主要发现：发现与客户电子忠诚度呈正相关，强调电子满意度。未来研究：建议纳入更多因素和定量方法。关键字电子客户关系管理、数字营销、客户电子忠诚度、定性研究、文献综述

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Indonesian Journal of Innovation Studies

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