Understanding of Contruct indicators forming dimensions of Business Strategy and Customer Relationship Management in Industry Revolution 4.0

Hafizah - -, Bunga - Adity, Hermansyur - -, Iskandar - Muda

Abstract


This paper aims to explain various business strategies in customer relationship management in the 4.0 industrial revolution. This study uses a qualitative approach with the research method used as descriptive analytical. The data processing technique used in this study is library research, which is done by reading books and literary journals on Business Strategy, Customer Relations Management, and Industrial Revolution 4.0. This paper is to instill a business strategy in customer relationship management in the 4.0 industrial revolution.


Keywords


Business Strategy, Customer Relationship Management (CRM), Industry Revolution 4.0.

References


Ardito, L., Petruzzelli, A. M., Panniello, U., & Garavelli, A. C. (2019). Towards Industry 4.0: Mapping digital technologies for supply chain management-marketing integration. Business Process Management Journal, 25(2), 323-346.

Berny, N. (2018). Institutionalisation and distinctive competences of environmental NGOs: the expansion of French organisations. Environmental Politics, 27(6), 1033-1056.

Cheng, L. C., Wu, C. C., & Chen, C. Y. (2019). Behavior Analysis of Customer Churn for a Customer Relationship System: An Empirical Case Study. Journal of Global Information Management (JGIM), 27(1), 111-127.

Chung, H. F., & Kuo, T. (2018). When and how managerial ties matter in international competitive strategy, export financial and strategic performance framework: a standardized or customized approach?. European Journal of Marketing, 52(1/2), 260-278.

Cowan, R. S. (2018). The “Industrial Revolution” in the home: household technology and social change in the twentieth century. In The Routledge Companion to Modernity, Space and Gender (pp. 81-97). Routledge.

Dewnarain, S., Ramkissoon, H., & Mavondo, F. (2019). Social customer relationship management: An integrated conceptual framework. Journal of Hospitality Marketing & Management, 28(2), 172-188.

Gandrita, A., & Rosado, D. P. (2019). The Effect of Incorporating a Human Capital’s Analysis into Strategic Planning. Journal of Reviews on Global Economics, 8, 206-225.

González-Rodríguez, M. R., Jiménez-Caballero, J. L., Martín-Samper, R. C., Köseoglu, M. A., & Okumus, F. (2018). Revisiting the link between business strategy and performance: Evidence from hotels. International Journal of Hospitality Management, 72, 21-31.

Greve, G., & Schlüschen, A. (2018). From Customer Relationship Management to Influencer Relationship Management. In Diverse Methods in Customer Relationship Marketing and Management (pp. 80-91). IGI Global.

Groysberg, B., Lee, J., Price, J., & Cheng, J. (2018). The leader’s guide to corporate culture. Harvard Business Review, 96(1), 44-52.

Ivanov, D., Dolgui, A., & Sokolov, B. (2019). The impact of digital technology and Industry 4.0 on the ripple effect and supply chain risk analytics. International Journal of Production Research, 57(3), 829-846.

Mitch, D. (2018). The role of education and skill in the British industrial revolution. In The British Industrial Revolution (pp. 241-279). Routledge.

Mortezaei, A., Sangari, M. S., Nazari-Shirkouhi, S., & Razmi, J. (2018). The Impact of Business Intelligence (BI) Competence on Customer Relationship Management (CRM) Process: An Empirical Investigation of the Banking Industry. Journal of Information Technology Management, 10(1), 209-234.

Olson, E. M., Slater, S. F., Hult, G. T. M., & Olson, K. M. (2018). The application of human resource management policies within the marketing organization: The impact on business and marketing strategy implementation. Industrial Marketing Management, 69, 62-73.

Pearce, John A. Robinson JR, Richard B, Yanivi Bachtiar and Christines. 2007. Strategic Management: Formulation, Implementation and Control. Book One. Salemba Empat Publisher. Jakarta.

Phadermrod, B., Crowder, R. M., & Wills, G. B. (2019). Importance-performance analysis based SWOT analysis. International Journal of Information Management, 44, 194-203.

Phadermrod, B., Crowder, R. M., & Wills, G. B. (2019). Importance-performance analysis based SWOT analysis. International Journal of Information Management, 44, 194-203.

Ringle, C. M., Sarstedt, M., Mitchell, R., & Gudergan, S. P. (2018). Partial least squares structural equation modeling in HRM research. The International Journal of Human Resource Management, 1-27.

Rossini, M., Costa, F., Tortorella, G. L., & Portioli-Staudacher, A. (2019). The interrelation between Industry 4.0 and lean production: an empirical study on European manufacturers. The International Journal of Advanced Manufacturing Technology, 1-14.

Skoumpopoulou, D., & Franklin, B. (2019). Implementing a Customer Relationship Management (CRM) System. In Advanced Methodologies and Technologies in Digital Marketing and Entrepreneurship (pp. 57-69). IGI Global.

Tsou, H. T., & Huang, Y. W. (2018). Empirical Study of the Affecting Statistical Education on Customer Relationship Management and Customer Value in Hi-tech Industry. Eurasia Journal of Mathematics, Science and Technology Education, 14(4), 1287-1294.

Weissenberger-Eibl, M. A., Almeida, A., & Seus, F. (2019). A Systems Thinking Approach to Corporate Strategy Development. Systems, 7(1), 16-26.

Weng, J., & Liu, T. (2018). Enterprise Strategy Analysis Based on SWOT Analysis. In 2018 International Conference on Sports, Arts, Education and Management Engineering (SAEME 2018). Atlantis Press.

Yamazaki, K. (2019). Golden Rules in Global Corporate Strategy. In Japanese Global Strategy (pp. 157-169). Palgrave Macmillan, London.

Zhang, H. (2019, March). Reflections on the Innovation of Human Resources Management in the Era of Big Data. In 2018 8th International Conference on Education and Management (ICEM 2018). Atlantis Press.


Full Text: PDF

Creative Commons License
This work is licensed under a Creative Commons Attribution 3.0 License.