Adapt Business Challenges in The 4.0 Industrial Revolution Through a Marketing Strategy (Case Study at PT.XYZ)

Sardjono, Wahyu and Putri, Enina and Selviyanti, Erna and Rahmasari, Aninda (2021) Adapt Business Challenges in The 4.0 Industrial Revolution Through a Marketing Strategy (Case Study at PT.XYZ). In: 2021 International Conference on Information Management and Technology (ICIMTech).

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Abstract

In line with the development of systems and technology in the current industrial revolution 4.0 era, where the platform is implemented in the business sector, the role of the customer becomes the focus of the company's morning business, so it is necessary to look for factors, indicators that influence competitive advantage, so that models can be built evaluation to implement an effective Customer Relationship Management system to solve problems that arise in the company in terms of increasing customer loyalty and satisfaction. The method used is the method of data collection by conducting interviews and distributing questionnaires to various parties involved by using the Customer Relationship Management Value Chain theory as a conceptual framework and the method of data analysis of the results of the questionnaire using the factor analysis method. The results of data processing obtained several new factors and also constituent indicators of these factors and an ideal evaluation model can be built. It can be concluded that the factors associated with evaluating the implementation of Customer Relationship Management are Customer Service Experience, Customer Experience Value, Business Value Proposition, Product Development and Communication Core, and Lack of Services and Supply, so that through these factors models can be built for implementation the right and relevant industrial revolution 4.0 platform for customers.

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