Social customer relations management conceptual framework for implementation in micro, small and medium enterprises

The use of social media to maintain sustainability for Micro, Small, and Medium Enterprises (MSME) is not only used for sales transactions. By combining the concept of Customer Relationship Management (CRM), social media is one of the types of CRM systems, namely Social CRM. Social CRM implementation for MSME has become a necessity in this digital era, in addition to maintaining business sustainability, it can also survive during the Covid-19 pandemic crisis. CRM implementation is not cheap for MSME, but in leveraging basic computer skills and leveraging social media, CRM can be implemented for MSME. The Social CRM concept presented in thisstudy can be implemented by MSME and as a basis for creating own CRM or as a specification requirement in buying a commercial CRM. Hence, with the Social CRM concept from this study, it is hoped that micro, small and medium entrepreneurs can develop their products and profits due to customer loyalty.