Article
Version 1
This version is not peer-reviewed
The Impact of Artificial Intelligence on Customer Relationship Management
Version 1
: Received: 2 August 2024 / Approved: 12 August 2024 / Online: 12 August 2024 (07:15:06 CEST)
How to cite: Wilson, G.; Johnson, O.; Brown, W. The Impact of Artificial Intelligence on Customer Relationship Management. Preprints 2024, 2024080766. https://doi.org/10.20944/preprints202408.0766.v1 Wilson, G.; Johnson, O.; Brown, W. The Impact of Artificial Intelligence on Customer Relationship Management. Preprints 2024, 2024080766. https://doi.org/10.20944/preprints202408.0766.v1
Abstract
This qualitative research explores the impact of Artificial Intelligence (AI) on Customer Relationship Management (CRM), providing a comprehensive analysis of how AI technologies are transforming CRM practices. AI integration in CRM has revolutionized customer interactions, enabling enhanced personalization, efficiency, and customer engagement. By leveraging machine learning, natural language processing, and predictive analytics, organizations can create highly tailored customer experiences, automate routine tasks, and anticipate future customer needs with precision. The study identifies the significant benefits of AI, including improved customer insights, faster response times, and proactive engagement strategies. However, it also highlights the challenges associated with AI adoption in CRM, such as data privacy and security concerns, algorithmic bias, high implementation costs, and resistance to change. The findings emphasize the need for robust data protection measures, strategies to mitigate biases, significant investments in technology and training, and effective change management to overcome these challenges. The thematic analysis reveals key areas where AI is making an impact, including customer service, customer segmentation, and personalized marketing strategies. Additionally, the study discusses the organizational implications of AI adoption, such as enhanced decision-making, increased productivity, and the necessity for staff reskilling. Future directions for AI in CRM suggest further advancements in AI algorithms, greater integration with other business systems, enhanced customer experiences, and a focus on ethical AI practices. This research underscores the transformative potential of AI in CRM and provides insights for organizations aiming to leverage AI for improved customer relationship management.
Keywords
artificial intelligence; customer relationship management; personalization; machine learning; predictive analytics; data privacy; customer engagement
Subject
Business, Economics and Management, Business and Management
Copyright: This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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