Track: Business Process Management and Digital Transformation
Abstract
The use of e-commerce in Indonesia continues to increase. One of the things that support this phenomenon is the successful implementation of e-CRM strategies by e-commerce companies. E-CRM is a strategy to manage the relationship between consumers and companies through technological intermediaries. This paper will explain the e-CRM factors that most influence changes in customer behavior in Indonesia in shopping using e-commerce platforms. The research method used is a descriptive analysis based on survey results from 780 e-commerce users spread throughout Indonesia. This study indicates that there are four e-CRM factors that are most desirable and affect the use of e-commerce, namely customization, interactivity, choice, and site security.
Keywords
e-CRM, e-commerce, customization, site security, care, choice.