CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN THE CONTEXT OF THE SHARING ECONOMY: CHALLENGES AND OPPORTUNITIES
Keywords:
Management, Customer Relationship (CRM), Sharing Economy, Challenges, OpportunitiesAbstract
Customer Relationship Management (CRM) plays an important role in the sharing economy ecosystem, where trust and customer relationships are key success factors. This research explores the opportunities and challenges that arise from CRM implementation in the context of the sharing economy. In terms of opportunities, CRM enables companies to build more personalised and in-depth relationships with customers, improve operational efficiency through automation, and leverage data to increase customer satisfaction and loyalty. On the other hand, challenges include customer data privacy concerns, the need for high security, and adaptation to fast-changing market dynamics. Nonetheless, if managed well, CRM implementation can add significant value in creating superior customer experiences and supporting sustainable business growth in the sharing economy.
Downloads
References
Abdussamad, Z. (2022). Qualitative Research Methods Book. Query date: 2024-05-25 20:59:55.
https://doi.org/10.31219/osf.io/juwxn
Alqahtani, H., & Naim, A. (2022). Critical Success Factors for Transforming CRM to SCRM for building E-CRM. Advances in Marketing, Customer Relationship Management, and E-Services, Query date: 2024-11-17 05:14:40, 139-168. https://doi.org/10.4018/978-1- 6684-5386-5.ch007
Apriliyanti, S., Ilyas, I., & Fadhlia, F. (2024). Customer Relationship Management (CRM) Strategy in an Effort to Maintain Customer Loyalty in Telkomsel Palu Branch. International Journal of Social Science and Human Research, 7(10). https://doi.org/10.47191/ijsshr/v7-i10-83
Blum, G. (2020). Customer Relationship Management (CRM). Digitales Dialogmarketing, Query date: 2024-11-17 05:14:40, 1-59. https://doi.org/10.1007/978-3-658-28973-7_12-1
Çakıcı, N. M. (2022). Customer Journey Redefined. Advances in Marketing, Customer Relationship Management, and E-Services, Query date: 2024-11-17 05:14:40, 216-227. https://doi.org/10.4018/978-1-7998-9553-4.ch010
Dixit, S. (2022). Artifical Intelligence and CRM. Advances in Marketing, Customer Relationship Management, and E-Services, Query date: 2024-11-17 05:14:40, 92-114. https://doi.org/10.4018/978-1-7998-7959-6.ch006
Doe, J. K., & Asamoah, G. K. (2022). CRM as Antecedent of Electronic Retailing and Online Customer Satisfaction. Advances in Marketing, Customer Relationship Management, and E-Services, Query date: 2024-11-17 05:14:40, 169-200. https://doi.org/10.4018/978- 1-6684-5386-5.ch008
Faishal, Moch. A., & Ambarwati, R. (2024). Implementation of Customer Relationship Management (CRM) in Information Technology (IT) Service Companies. Query date: 2024-11-17 05:14:40. https://doi.org/10.21070/ups.6130
Hakim, A. L., Fajri, M. B., & Faizah, E. N. (2021). Customer Relationship Management (CRM) Training in Increasing Business Sales During the Covid-19 Pandemic. International Journal Of Community Service, 1(2), 208-213. https://doi.org/10.51601/ijcs.v1i2.33
HARUTYUNYAN, G. (2023). CUSTOMER RELATIONSHIP MANAGEMENT (CRM) INDICATORS AS BUSINESS EVALUATION MEASUREMENTS. ALTERNATIVE, Query date: 2024-11-17 05:14:40, 82-90. https://doi.org/10.55528/18292828-2023.2-82
JUNAIDI, J. (2021). ANNOTATED QUALITATIVE RESEARCH METHODOLOGY JOHN W.
CRESWELL. Query date: 2024-05-25 20:59:55. https://doi.org/10.31237/osf.io/6kt5q
Kumar, S. (2024). Review of: 'The Influence of Service Quality and Customer Relationship Management (CRM) as Moderators on Customer Satisfaction for Private University Students'. Query date: 2024-11-17 05:14:40. https://doi.org/10.32388/ya9qqn
Li, L. (2023). Customer relationship management, customer satisfaction and customer loyalty: Basis for CRM consolidated framework. International Journal of Research Studies in Management, 11(5). https://doi.org/10.5861/ijrsm.2023.1062
Matosas-López, L. (2024). Implementing a New Customer Relationship Management (CRM) Strategy Within the Textile Industry. Query date: 2024-11-17 05:14:40. https://doi.org/10.4135/9781071920169
Mogili, R., & Natarajan, T. (2021). Online Retailing and Customer Engagement. Advances in Marketing, Customer Relationship Management, and E-Services, Query date: 2024-11- 17 05:14:40, 184-195. https://doi.org/10.4018/978-1-7998-3919-4.ch010
Nabila, A., & Putri, R. A. (2024). E-Membership Application with Customer Relationship Management (CRM) Approach at Mobile-Based Koffie Dialogue. Journal of Information Systems Technology and Applications, 7(1), 343-351. https://doi.org/10.32493/jtsi.v7i1.38319
Panggabean, A. N. (2022). THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ON CUSTOMER SATISFACTION. Query date: 2024-11-17 05:14:40.
https://doi.org/10.31219/osf.io/2ncjk
Rahimi, R. (2022). Customer Relationship Management (CRM). Encyclopedia of Tourism Management and Marketing, Query date: 2024-11-17 05:14:40, 734–736. https://doi.org/10.4337/9781800377486.customer.relationship.management
Reddy, R., & Rawther, V. (2024). Cost-Benefit Analysis of AI in Customer Relationship Management (CRM). Query date: 2024-11-17 05:14:40. https://doi.org/10.36227/techrxiv.172840501.17504304/v1
Selchert, M. (2022). CFROI of Customer Relationship Management. CFROI of Customer Relationship Management, Query date: 2024-11-17 05:14:40. https://doi.org/10.3790/978-3-89644-942-9
Trabelsi, L., & Akrout, F. (2022). Data Mining for CRM. Advances in Marketing, Customer Relationship Management, and E-Services, Query date: 2024-11-17 05:14:40, 169-195. https://doi.org/10.4018/978-1-7998-9553-4.ch008
Wekke, I. S. (2020). Qualitative Research Design. Query date: 2024-05-25 20:59:55.
