Utilizing Instagram Channel Feature as Social Customer Relationship Management for Green Digital StartUp

Almasari Aksenta (), Aris Tri Cahyono, Feti Fahmimroah, Johan Lucas Away and Nanda Fitria Dewi
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Almasari Aksenta: Samarinda State Polytechnic, Administration Business Department
Aris Tri Cahyono: Samarinda State Polytechnic, Accounting Department
Feti Fahmimroah: Samarinda State Polytechnic, Administration Business Department
Johan Lucas Away: Samarinda State Polytechnic, Administration Business Department
Nanda Fitria Dewi: Samarinda State Polytechnic, Administration Business Department

A chapter in Proceedings of the International Conference on Applied Science and Technology on Social Science 2025 (iCAST-SS 2025), 2025, pp 323-331 from Springer

Abstract: Abstract Building relationships with customers is crucial for every company. The current era of digital transformation involves social media as the easiest and most widely used digital marketing platform. The development of social media features, namely Instagram channels, is currently widely used by creators, but also has great opportunities for the business world. Researchers apply the concept of Social Customer Relationship Management (SCRM) as a way to improve customer relations for a green digital startup business in Samarinda that sells used goods. This study uses descriptive qualitative analysis with observation methods, literature studies, and the application of the Instagram channel feature as a form of CRM for the startup application business. The purpose of this study is to provide literature on the application of the SCRM concept in Green Digital Startups that use the Instagram channel feature. Literature regarding the use of the Instagram channel feature is novelty in this study because there has been no research discussing before.

Keywords: Instagram Broadcast Channel; Social Customer Relationship Management; E-Business; Digital Marketing; Social Media Marketing (search for similar items in EconPapers)
Date: 2025
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DOI: 10.2991/978-94-6463-938-4_38

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