Social Media Influence on Effectiveness of Customer Knowledge Management: Case study of PT XYZ

Social Media have been impacted in many ways of how an enterprise interact with its stakeholder (customer, supplier, employee). In the era of new Normal post Covid19 when customer is going online, then Enterprise should learn how to use this phenomenon to its benefit in achieving its goals. PT XYZ has used Social Media in many ways to connect with the customers. This paper is exploring these areas and comparing with other companies using Customer Knowledge Management aspects: for customers, from customers and about customers. In the end the paper will give some suggestions to improve effectiveness of the Social Media usage.