Artificial Intelligence, Blockchain, Big Data Analytics, Machine Learning and Data Mining in Traditional CRM and Social CRM: A Critical Review

【Author】 Lampropoulos, Georgios; Siakas, Kerstin; Liana, Julio; Reinhold, Olaf

【Source】2022 IEEE/WIC/ACM INTERNATIONAL JOINT CONFERENCE ON WEB INTELLIGENCE AND INTELLIGENT AGENT TECHNOLOGY, WI-IAT

【影响因子】

【Abstract】In the ever-increasing competitive and customer-centered global market, the role of Customer Relationship Management (CRM) is essential to the performance, longevity, competitiveness and profitability of enterprises. The study aims to provide an overview of the impact of emerging technologies on traditional CRM and Social CRM. Therefore, through a critical review, this study explores the use of Artificial Intelligence (AI), Blockchain, Big Data Analytics (BDA), Data Mining and Machine Learning (ML) technologies in CRM. Based on the results, the above-mentioned technologies can significantly improve CRM. More specifically, their successful implementation enables enterprises to stay ahead of competition, to get to know their customers, improve their overall performance, Quality of Experience (QoE) and Quality of Service (QoS), increase profits, and reduce time consumption, risks and costs. Finally, by integrating these technologies, enterprises will offer more personalized and customized products and services and greatly improve customers' satisfaction, acquisition, relationships, loyalty, experience and retention.

【Keywords】Social CRM; Customer Relationship Management; Artificial Intelligence; Blockchain; Big Data; Data Mining; Machine Learning; Quality of Service; Quality of Experience; Customer Experience; Innovation; Review

【发表时间】2022

【收录时间】2023-07-09

【文献类型】综述

【主题类别】

区块链应用-实体经济-客户关系管理