Coronavirus is intensely changing various aspects of life, including in business. The pandemic has altered a variety of customer behaviours. The ability of companies to understand these behaviour changes affects business continuity. This study explains the relationship between customer relationship management (CRM) and e-commerce and its trends during the pandemic. This research is descriptive qualitative research using secondary data. This study found that CRM and e-commerce issues grew rapidly during the pandemic. These results show that customer awareness of e-commerce is increasing to make transactions of their needs. Simultaneously, this customer behaviour is anticipated by business people by improving CRM as an effort to manage customer satisfaction. Some results in different countries are not always the same response between CRM and e-commerce.

This study examines the influence and linkages between Online Communities, Brand Recovery, Consumer Relationships, and Repurchase Intentions. The case discussed is Tokopedia as one of the big market places in Indonesia. The research uses a quantitative approach with instruments in the form of questionnaires distributed to Tokopedia users. Questionnaire distributed online. The respondent's response is a scale from 1(strongly disagree) to 5 (strongly agree). The data is processed using the Structural Equation Modeling (SEM) model. Brand recovery efforts have a significant positive effect on consumer forgiveness. If users experience high brand recovery efforts, they will also have high consumer forgiveness. Brand restoration efforts have a significant positive impact on repurchase intentions. Online brand community involvement has a significant positive effect on consumer forgiveness. Users were involved in an increased online brand community and will also have high consumer forgiveness. Online brand community involvement has a positive but insignificant effect on repurchase intention.

During a brand crisis, this research investigates the impact of brand super-recovery efforts and online brand community engagement (OBCE) on repurchase intention as mediated by consumer forgiveness. The data for this quantitative study was gathered from members of the Tokopedia community in Central Java. Partial Least Squares Structural Equation Modeling is the analytical technique used (PLS-SEM). The results indicate that brand super-recovery efforts and online brand community engagement (OBCE) influence repurchase intention directly or indirectly via the mediating variable of consumer forgiveness. The results indicate that when a brand crisis occurs, the presence of a brand super-recovery effort, online brand community engagement (OBCE), and consumer forgiveness can reduce the negative impact of a brand crisis and encourage customers to repurchase. This research results have significant implications for theory and practice.