DIGITAL MARKETING AS BUSINESS PERFORMANCE DETERMINANT MEDIATED BY CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN CREATIVE INDUSTRIES OF MICRO BUSINESS IN THE 4.0 INDUSTRIAL REVOLUTION ERA IN INDONESIA
Article Sidebar
Published
Aug 31, 2023
Main Article Content
Abstract
Small Medium Entreprise (SMEs) contribute not only to the improvement of job vacancy and decrease poverty, but they also serve as the source of growth for export and gross domestic product (GDB). The development of industrial revolution reaches to the 4.0 industrial era. The Trade Ministry’s Strategy of Making Indonesia 4.0 illustrates the trend and strategy of Indonesian SMEs in involving in the 4.0 Industry so that they can be competitive among other countries. To know and analyze the influences of digital marketing towards business performance that is mediated by customer relation management (CRM). It was qualitative one research. The research population was SMEs of creative industries producing batik crafts as excellent products in Bangkalan dan Pamekasan towns, East Java Province, Indonesia. Sample consisted of seventy (70) Small Medium Entreprise (SMEs). Sample was taken with proportional random sampling and purposive sampling. Data collection used questionnaire. Data were analyzed with Structural Equation Modeling (SEM) PLS. The result of model test of the digital-marketing influences towards business performance with the mediation of Customer Relationship Management (CRM). Implication the research result can be recommended as the consideration for the central and local governments in the empowering program for SMEs in the creative industry; and it can the consideration for SMEs in managing their business.
Article Details
How to Cite
HADIYATI, Ernani; MULYONO, Sugeng; GUNADI, Gunadi.
DIGITAL MARKETING AS BUSINESS PERFORMANCE DETERMINANT MEDIATED BY CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN CREATIVE INDUSTRIES OF MICRO BUSINESS IN THE 4.0 INDUSTRIAL REVOLUTION ERA IN INDONESIA.
Proceedings of the International Conference of Islamic Economics and Business (ICONIES), [S.l.], v. 9, n. 1, p. 487-496, aug. 2023.
ISSN 2541-3333.
Available at: <http://conferences.uin-malang.ac.id/index.php/iconies/article/view/2203>. Date accessed: 02 may 2024.
Issue
Section
Articles
References
Adhi Putra Alfian. (2014). Kementerian Perencanaan Pembangunan Nasional Badan Perencanaan Pembangunan Nasional (BAPENAS). Laporan Analisis Daya Saing UMKM . https://perpustakaan.bappenas.go.id/e-library/file_upload/koleksi/migrasi-data-publikasi/file/Unit_Kerja/Deputi_Bidang_Kependudukan_dan_Ketenagakerjaan/Direktorat-Pengembangan-Usaha-Kecil-Menengah-dan-Adhi Putra Alfian. (2014). Kementerian Perencanaan Pembangunan Nasional Badan Perencanaan Pembangunan Nasional (BAPENAS). Laporan Analisis Daya Saing UMKM . https://perpustakaan.bappenas.go.id/e-library/file_upload/koleksi/migrasi-data-publikasi/file/Unit_Kerja/Deputi_Bidang_Kependudukan_dan_Ketenagakerjaan/Direktorat-Pengembangan-Usaha-Kecil-Menengah-dan-Koperasi/Laporan%20Analisis%20Daya%20Saing%20UMKM%20di%20Indonesia.pdf
Ahene Djan, V. (2022). The Effect of Digital Marketing on Consumer Buying Behaviour: A Case Study of Fan Milk Ghana Limited; Ghana Institute of Journalism: Accra, Ghana, 2021; Available online: https://repository.gij.edu.gh/xmlui/handle/gijdr/190 (accessed on 14 November 2022).
Amir Mozaheb; Sayyed Mohammad Ali Alamolhodaei; Mohammad Fotouhi Ardakani (2015). Effect of Customer Relationship Management (CRM) on Performance of Small-Medium Sized Enterprises (SMEs) Using Structural Equations Model (SEM). International Journal of Academic Research in Accounting Finance and Management Sciences 5(2)
Al-Weshah, G.A.; Al-Manasrah, E.; Al-Qatawneh, M. (2018). Customer relationship management systems and organizational performance: Quantitative evidence from the Jordanian telecommunication industry. J. Mark. Commun, 25, 799–819.
Bade Sudarshan Chakravarthy, Uma Rani, K. Karunakaran (2022). Impact of digital marketing in the business performance of ecommerce companies. Journal of Positive School Psychology, 2022, Vol. 6, No. 4, 6980 – 6986
Chinje, N.B. Harnessing (2015). Digital marketing to access markets: Opportunities for Africa’s SMEs. Afr. Growth Agenda 2015, 14–18.
Colomo-Palacios, R.; Soto-Acosta, P.; Ramayah, T.; Russ, M. (2013). Electronic markets and the future internet: From clouds to semantics. Electron. Mark. 2013, 3, 89–91.
Clay, D., & Maite, T. (1999). A New Customer Relationship Management Approach: Enterprise 360. Database: Master FİLE Premier, Lodging Hospitality, 55(6).
Chotipong Sansern, Supaprawat Siripipatthanakul, Bordin Phayaphrom (2022). The Relationship Between Digital Marketing, Customer Relationship Marketing (Crm), And Online Purchase Intention : The Case of Facebook Live in Thailand. Proceeding of 2nd International Conference on Research and Development (ICORAD) 2022 Indonesia, November 05-06, 2022 ISSN:2828-4925 DOI: https://doi.org/10.47841/icorad.v1i2.47 Page:97-109.
Hajar ( 2015). The Effect of Business Strategy on Innovation and Firm Performance in the Small Industrial Sector. The International Journal Of Engineering And Science (IJES) .Volume 4 , Issue 2 PP.01-09 . ISSN (e): 2319 – 1813 ISSN (p): 2319 – 1805
Halim, M.A.S.A., Mat, A.C., and Aziz, W.A.W.A., (2011). The impact of enterpreunerial motivation toward business performance among SMEs in creative industry. Elixir Marketing Management. Vol.35 No.1. pp. 2764-2767
Hadiyati, E, Gunadi, Arwani I (2018). Pelatihan Tata Kelola Pemasaran Produk Berbasis Mobile Marketing UKM Industri Perak. Jurnal ABDIMAS Unmer Malang Vol. 3, Nomor 2,
Hoque, A.S.M.M., Awang, Z., & Salam, S. (2017a). The Effects of Relationship Marketing on Firm Performance: Small and Medium Enterprises (SMEs) in Bangladesh, 1st International Conference on Business and Management (ICBM-2017), BRAC Business School (BBS), BRAC University, Dhaka, Bangladesh, September 21-22
Hadiyati, E; Hendrasto (2021). Entrepreneurial Marketing Strategy of Micro, Small and Medium Enterprises in Pandemic Covid-19 Era. International Journal of Economics and Business Administration. : IX, (2): 178-191
Ihza (2020). Dampak Covid-19 Terhadap Usaha Mikro Kecil Dan Menengah (UMKM) ( Studi Kasus UMKM Ikhwan Comp Desa Watesprojo, Kemlagi, Mojokerto). Jurnal Inovasi Penelitian. 1( 7): 1325-1330. DOI: https://doi.org/10.47492/jip.v1i7.268
Indah, D. P., & Devie. (2013). Analisa Pengaruh Customer Relationship Management Terhadap Keunggulan Bersaing Dan Kinerja Perusahaan. Business Accounting Review, 1(2), 50-60.
Kocoglu, D., & Kirmaci, S. (2012). Customer Relationship Management and Customer Loyalty; A Survey in The Sector of Banking. International Journal of Business and Social Science, 3(3), 282-291. doi: DOI: 10.30845/ijbss
Limanseto (2021). Dukungan Pemerintah Bagi UMKM Agar Pulih di Masa Pandemi.. ttps://www.ekon.go.id/publikasi/detail/2939/dukungan-pemerintah-bagi-umkm-agar-pulih-di-masa-pandemi.
Maksim Belitski, Christina Guenther, Alexander S. Kritikos and Roy Thurik (2021). Economic Effects of the COVID-19 Pandemic on Entrepreneurship and Small Businesses. DIW Berlin German Institute for Economic Research Mohrenstr. 58 10117 Berlin.
Murdiana and Hajaoui (2020). E-commerce marketing strategies in industry 4.0. International Journal of Business Ecosystem & Strategy, 2(1) 30-41.
Mozaheb, A., Alamolhodaei, S. M. A., & Ardakani, M. F. (2015). Effect of Customer Relationship Management (CRM) on Performance of Small-Medium Sized Enterprises (SMEs) Using Structural Equations Model (SEM). International Journal of Academic Research in Accounting, Finance and Management Sciences, 5(2), 42-52. doi:http://dx.doi.org/10.6007/IJARAFMS/v5-i2/1600.
Mechman, Ali, et al (2021). The Moderating Effect Of Digital Marketing Between It Business Alignment Factors And Smes Performance In Iraq. Psychology And Education (2021) 58(2): 6635-6654
Mohammed T. Nuseira, Ahmad Aljumahb (2020). The Role of Digital Marketing in Business Performance with the Moderating Effect of Environment Factors among
SMEs of UAE. International Journal of Innovation, Creativity and Change. Volume 11, Issue 3, 2020
Nagwan Alqershi; Sany Sanuri Mohd Mokhtar; Zakaria Abas (2020). Innovative CRM and Performance of SMEs: The Moderating Role of Relational Capital November 2020. Journal of Open Innovation Technology Market and Complexity 6(4):155 DOI:10.3390/joitmc6040155 . Journal of Open Innovation Technology Market and Complexity 6(4):155 DOI:10.3390/joitmc6040155
Nuseir, M dan Refae, G.E. (2022). The Effect Of Digital Marketing Capabilities On Business Performance Enhancement: Mediating The Role Of Customer
Relationship Management (CRM). International Journal of Data and Network Science, 6, pp. 295-304.
Ngai, E.W (2005). Customer relationship management research (1992–2002): An academic literature review and classification. Mark. Intell. Plan. 2005, 23, 582–605.
Nagy, J.; Oláh, J.; Erdei, E.; Máté, D.; Popp, J. (2018). The role and impact of Industry 4.0 and the internet of things on the business strategy of the value chain—The case of Hungary. Sustainability, 2018, 10, 3491.
Pradhan, P.; Nigam, D.; Ck, T (2018) Digital marketing and SMES: An identification of research gap via archives of past research. J. Internet Bank. Commer. 23, 1–14.
Rafiki, A.; Hidayat, S.E.; Razzaq, D.A.A. CRM and organizational performance. Int. J. Organ. Anal. 2019, 27, 187–205.
Rajesh K. Singh and Suresh K. Garg. Strategy development by SMEs for competitiveness: a review. Benchmarking: An International Journal. 2008:15(5);
2008525-547 Emerald Group Publishing Limited 1463-5771 DOI 10.1108/14635770810903132
Rekarti, Endi.,Doktoralina, C.M., (2017), Improving Business Performance: A Proposed Model for SMEs. European Research Studies Journal. Volume XX, Issue 3A. pp. 613-623. https://ersj.eu/journal/732
Reijonen, H., & Laukkanen, T. (2010). Customer relationship oriented marketing practices in SMEs. Marketing Intelligence & Planning, 28(2), 115-136. doi:https://doi.org/10.1108/02634501011029646
Rahman, Hadiyati, Martaleni, Ahmad (2020). Studi Penerapan Digital Marketing Pada UKM Makanan Khas di Kota Malang. Jurnal Pendidikan dan Budaya Warta Pendidikan. 2020 IV (40): 46-50. DOI: https://doi.org/10.0503/wp.v4i9
Sunardi ; Sarwani ; E. Nurzaman AM.; Pranoto ; R. Boedi Hasmanto (2020). Peran Digital Marketing dalam Upaya Meningkatkan Pendapatan UKM yang Berdampak pada Kesejahteraan Masyarakat di Kab. Purwakata di Tengah Pandemi Covid-19.Jurnal Abdi Masyarakat Humanis : 20(1); 58-67.
Septiani, Sarma, Limbong (2013). Pengaruh Entrepreneurial Marketing dan Kebijakan Pemerintah terhadap Daya Saing Industri Alas Kaki di Bogor. Jurnal Manajemen dan Organisasi. 2013 : IV( 2); 92-111
Solimun, Achmad, Adji. RF, Nurjannah. (2017). Metode Statistika Multivariat Pemodelan Persamaan Struktural (SEM) Pendekatan WarpPLS. Malang: UB Press.
Saura, J.R.; Palacios-Marqués, D.; Ribeiro-Soriano, D (2021). Digital marketing in SMEs via data-driven strategies: Reviewing the current state of research. J. Small Bus. Manag. 2021, 1–36.
Shane, S., Locke, E.A., and Collins, C.T. (2003). Entrepreneurial Motivation, Human Resources Management Review, 13(2),pp.25-279
Soltani, Z.; Zareie, B.; Milani, F.S.; Navimipour, N.J. (2018). The impact of the customer relationship management on the organization performance. J. High Technol. Manag. Res. 2018, 29, 237–246.
Siti Hajar Mohamad et al (2014). The Impact Of Customer Relationship Management On Small And Medium Enterprises Performance. Journal Of Technology Management And Technopreneurship Vol. 2 No. 2 July - December 2014, pp. 11-26.
Srivastava, R. K., Shervani, T. A., & Fahey, L. (1999). Marketing, business processes and shareholder value: an organizationally embedded view of marketing activities. Journal of Marketing, 63, 168–179, (Special Issue). doi:10.2307/1252110
Taherpor Kalantari, H., Tayebi Toolu, A. (2010). CRM with marketing performance; business management landscape. No. 1, 109-122.
Utomo, et al (2021). Strategies for Maintaining SMEs Performance During Covid19 Pandemic. International Journal of Social Science and Business. Volume 5, Number 1, Tahun 2021, pp. 34-43 P-ISSN: 2614-6533 E-ISSN: 2549-6409
Vaidya, Ambad and Bhosle, (2018). "Industry 4.0 - A Glimpse," Procedia Manufacturing, 2nd International Conference on Materials Manufacturing and Design Engineering : 20 :233-238. DOI:10.1016/j.promfg.2018.02.034
Voramontri, D.; Klieb, L.(2019). Impact of social media on consumer behaviour. Int. J. Inf. Decis. Sci. Indersci. Publ. (IEL), 11, 209–233.
Wilson, V.; Makau, C. (2018). Online marketing use: Small and medium enterprises (SMEs) experience from Kenya. Orsea J., 7, 63–77
Yamane, Taro. (1967). Statistics, An Introductory Analysis, 2nd Ed., New York: Harper and Row.
Yongvongphaiboon, P.; Chantamas, M.(2021). Influence of digital marketing communication and performance effectiveness between b2b companies and clients in Thailand. Utopía y Praxis Latinoamericana, vol. 26, no. Esp.2, 2021 https://www.redalyc.org/journal/279/27966514014/html/
Ahene Djan, V. (2022). The Effect of Digital Marketing on Consumer Buying Behaviour: A Case Study of Fan Milk Ghana Limited; Ghana Institute of Journalism: Accra, Ghana, 2021; Available online: https://repository.gij.edu.gh/xmlui/handle/gijdr/190 (accessed on 14 November 2022).
Amir Mozaheb; Sayyed Mohammad Ali Alamolhodaei; Mohammad Fotouhi Ardakani (2015). Effect of Customer Relationship Management (CRM) on Performance of Small-Medium Sized Enterprises (SMEs) Using Structural Equations Model (SEM). International Journal of Academic Research in Accounting Finance and Management Sciences 5(2)
Al-Weshah, G.A.; Al-Manasrah, E.; Al-Qatawneh, M. (2018). Customer relationship management systems and organizational performance: Quantitative evidence from the Jordanian telecommunication industry. J. Mark. Commun, 25, 799–819.
Bade Sudarshan Chakravarthy, Uma Rani, K. Karunakaran (2022). Impact of digital marketing in the business performance of ecommerce companies. Journal of Positive School Psychology, 2022, Vol. 6, No. 4, 6980 – 6986
Chinje, N.B. Harnessing (2015). Digital marketing to access markets: Opportunities for Africa’s SMEs. Afr. Growth Agenda 2015, 14–18.
Colomo-Palacios, R.; Soto-Acosta, P.; Ramayah, T.; Russ, M. (2013). Electronic markets and the future internet: From clouds to semantics. Electron. Mark. 2013, 3, 89–91.
Clay, D., & Maite, T. (1999). A New Customer Relationship Management Approach: Enterprise 360. Database: Master FİLE Premier, Lodging Hospitality, 55(6).
Chotipong Sansern, Supaprawat Siripipatthanakul, Bordin Phayaphrom (2022). The Relationship Between Digital Marketing, Customer Relationship Marketing (Crm), And Online Purchase Intention : The Case of Facebook Live in Thailand. Proceeding of 2nd International Conference on Research and Development (ICORAD) 2022 Indonesia, November 05-06, 2022 ISSN:2828-4925 DOI: https://doi.org/10.47841/icorad.v1i2.47 Page:97-109.
Hajar ( 2015). The Effect of Business Strategy on Innovation and Firm Performance in the Small Industrial Sector. The International Journal Of Engineering And Science (IJES) .Volume 4 , Issue 2 PP.01-09 . ISSN (e): 2319 – 1813 ISSN (p): 2319 – 1805
Halim, M.A.S.A., Mat, A.C., and Aziz, W.A.W.A., (2011). The impact of enterpreunerial motivation toward business performance among SMEs in creative industry. Elixir Marketing Management. Vol.35 No.1. pp. 2764-2767
Hadiyati, E, Gunadi, Arwani I (2018). Pelatihan Tata Kelola Pemasaran Produk Berbasis Mobile Marketing UKM Industri Perak. Jurnal ABDIMAS Unmer Malang Vol. 3, Nomor 2,
Hoque, A.S.M.M., Awang, Z., & Salam, S. (2017a). The Effects of Relationship Marketing on Firm Performance: Small and Medium Enterprises (SMEs) in Bangladesh, 1st International Conference on Business and Management (ICBM-2017), BRAC Business School (BBS), BRAC University, Dhaka, Bangladesh, September 21-22
Hadiyati, E; Hendrasto (2021). Entrepreneurial Marketing Strategy of Micro, Small and Medium Enterprises in Pandemic Covid-19 Era. International Journal of Economics and Business Administration. : IX, (2): 178-191
Ihza (2020). Dampak Covid-19 Terhadap Usaha Mikro Kecil Dan Menengah (UMKM) ( Studi Kasus UMKM Ikhwan Comp Desa Watesprojo, Kemlagi, Mojokerto). Jurnal Inovasi Penelitian. 1( 7): 1325-1330. DOI: https://doi.org/10.47492/jip.v1i7.268
Indah, D. P., & Devie. (2013). Analisa Pengaruh Customer Relationship Management Terhadap Keunggulan Bersaing Dan Kinerja Perusahaan. Business Accounting Review, 1(2), 50-60.
Kocoglu, D., & Kirmaci, S. (2012). Customer Relationship Management and Customer Loyalty; A Survey in The Sector of Banking. International Journal of Business and Social Science, 3(3), 282-291. doi: DOI: 10.30845/ijbss
Limanseto (2021). Dukungan Pemerintah Bagi UMKM Agar Pulih di Masa Pandemi.. ttps://www.ekon.go.id/publikasi/detail/2939/dukungan-pemerintah-bagi-umkm-agar-pulih-di-masa-pandemi.
Maksim Belitski, Christina Guenther, Alexander S. Kritikos and Roy Thurik (2021). Economic Effects of the COVID-19 Pandemic on Entrepreneurship and Small Businesses. DIW Berlin German Institute for Economic Research Mohrenstr. 58 10117 Berlin.
Murdiana and Hajaoui (2020). E-commerce marketing strategies in industry 4.0. International Journal of Business Ecosystem & Strategy, 2(1) 30-41.
Mozaheb, A., Alamolhodaei, S. M. A., & Ardakani, M. F. (2015). Effect of Customer Relationship Management (CRM) on Performance of Small-Medium Sized Enterprises (SMEs) Using Structural Equations Model (SEM). International Journal of Academic Research in Accounting, Finance and Management Sciences, 5(2), 42-52. doi:http://dx.doi.org/10.6007/IJARAFMS/v5-i2/1600.
Mechman, Ali, et al (2021). The Moderating Effect Of Digital Marketing Between It Business Alignment Factors And Smes Performance In Iraq. Psychology And Education (2021) 58(2): 6635-6654
Mohammed T. Nuseira, Ahmad Aljumahb (2020). The Role of Digital Marketing in Business Performance with the Moderating Effect of Environment Factors among
SMEs of UAE. International Journal of Innovation, Creativity and Change. Volume 11, Issue 3, 2020
Nagwan Alqershi; Sany Sanuri Mohd Mokhtar; Zakaria Abas (2020). Innovative CRM and Performance of SMEs: The Moderating Role of Relational Capital November 2020. Journal of Open Innovation Technology Market and Complexity 6(4):155 DOI:10.3390/joitmc6040155 . Journal of Open Innovation Technology Market and Complexity 6(4):155 DOI:10.3390/joitmc6040155
Nuseir, M dan Refae, G.E. (2022). The Effect Of Digital Marketing Capabilities On Business Performance Enhancement: Mediating The Role Of Customer
Relationship Management (CRM). International Journal of Data and Network Science, 6, pp. 295-304.
Ngai, E.W (2005). Customer relationship management research (1992–2002): An academic literature review and classification. Mark. Intell. Plan. 2005, 23, 582–605.
Nagy, J.; Oláh, J.; Erdei, E.; Máté, D.; Popp, J. (2018). The role and impact of Industry 4.0 and the internet of things on the business strategy of the value chain—The case of Hungary. Sustainability, 2018, 10, 3491.
Pradhan, P.; Nigam, D.; Ck, T (2018) Digital marketing and SMES: An identification of research gap via archives of past research. J. Internet Bank. Commer. 23, 1–14.
Rafiki, A.; Hidayat, S.E.; Razzaq, D.A.A. CRM and organizational performance. Int. J. Organ. Anal. 2019, 27, 187–205.
Rajesh K. Singh and Suresh K. Garg. Strategy development by SMEs for competitiveness: a review. Benchmarking: An International Journal. 2008:15(5);
2008525-547 Emerald Group Publishing Limited 1463-5771 DOI 10.1108/14635770810903132
Rekarti, Endi.,Doktoralina, C.M., (2017), Improving Business Performance: A Proposed Model for SMEs. European Research Studies Journal. Volume XX, Issue 3A. pp. 613-623. https://ersj.eu/journal/732
Reijonen, H., & Laukkanen, T. (2010). Customer relationship oriented marketing practices in SMEs. Marketing Intelligence & Planning, 28(2), 115-136. doi:https://doi.org/10.1108/02634501011029646
Rahman, Hadiyati, Martaleni, Ahmad (2020). Studi Penerapan Digital Marketing Pada UKM Makanan Khas di Kota Malang. Jurnal Pendidikan dan Budaya Warta Pendidikan. 2020 IV (40): 46-50. DOI: https://doi.org/10.0503/wp.v4i9
Sunardi ; Sarwani ; E. Nurzaman AM.; Pranoto ; R. Boedi Hasmanto (2020). Peran Digital Marketing dalam Upaya Meningkatkan Pendapatan UKM yang Berdampak pada Kesejahteraan Masyarakat di Kab. Purwakata di Tengah Pandemi Covid-19.Jurnal Abdi Masyarakat Humanis : 20(1); 58-67.
Septiani, Sarma, Limbong (2013). Pengaruh Entrepreneurial Marketing dan Kebijakan Pemerintah terhadap Daya Saing Industri Alas Kaki di Bogor. Jurnal Manajemen dan Organisasi. 2013 : IV( 2); 92-111
Solimun, Achmad, Adji. RF, Nurjannah. (2017). Metode Statistika Multivariat Pemodelan Persamaan Struktural (SEM) Pendekatan WarpPLS. Malang: UB Press.
Saura, J.R.; Palacios-Marqués, D.; Ribeiro-Soriano, D (2021). Digital marketing in SMEs via data-driven strategies: Reviewing the current state of research. J. Small Bus. Manag. 2021, 1–36.
Shane, S., Locke, E.A., and Collins, C.T. (2003). Entrepreneurial Motivation, Human Resources Management Review, 13(2),pp.25-279
Soltani, Z.; Zareie, B.; Milani, F.S.; Navimipour, N.J. (2018). The impact of the customer relationship management on the organization performance. J. High Technol. Manag. Res. 2018, 29, 237–246.
Siti Hajar Mohamad et al (2014). The Impact Of Customer Relationship Management On Small And Medium Enterprises Performance. Journal Of Technology Management And Technopreneurship Vol. 2 No. 2 July - December 2014, pp. 11-26.
Srivastava, R. K., Shervani, T. A., & Fahey, L. (1999). Marketing, business processes and shareholder value: an organizationally embedded view of marketing activities. Journal of Marketing, 63, 168–179, (Special Issue). doi:10.2307/1252110
Taherpor Kalantari, H., Tayebi Toolu, A. (2010). CRM with marketing performance; business management landscape. No. 1, 109-122.
Utomo, et al (2021). Strategies for Maintaining SMEs Performance During Covid19 Pandemic. International Journal of Social Science and Business. Volume 5, Number 1, Tahun 2021, pp. 34-43 P-ISSN: 2614-6533 E-ISSN: 2549-6409
Vaidya, Ambad and Bhosle, (2018). "Industry 4.0 - A Glimpse," Procedia Manufacturing, 2nd International Conference on Materials Manufacturing and Design Engineering : 20 :233-238. DOI:10.1016/j.promfg.2018.02.034
Voramontri, D.; Klieb, L.(2019). Impact of social media on consumer behaviour. Int. J. Inf. Decis. Sci. Indersci. Publ. (IEL), 11, 209–233.
Wilson, V.; Makau, C. (2018). Online marketing use: Small and medium enterprises (SMEs) experience from Kenya. Orsea J., 7, 63–77
Yamane, Taro. (1967). Statistics, An Introductory Analysis, 2nd Ed., New York: Harper and Row.
Yongvongphaiboon, P.; Chantamas, M.(2021). Influence of digital marketing communication and performance effectiveness between b2b companies and clients in Thailand. Utopía y Praxis Latinoamericana, vol. 26, no. Esp.2, 2021 https://www.redalyc.org/journal/279/27966514014/html/