Intelligent Customer Relationship Management Using Digital Solutions

Eduard Kuric

Intelligent Customer Relationship Management Using Digital Solutions

Author(s)	Eduard Kuric
Country	Slovakia
Abstract	Intelligent Customer Relationship Management (CRM) has emerged as an important business approach for organizations seeking to strengthen customer engagement, service quality, retention, and long-term relationship development through digital technologies. Digital solutions such as artificial intelligence, machine learning, cloud computing, big data analytics, automation, mobile applications, social media platforms, and customer data platforms have transformed traditional CRM practices by enabling organizations to collect, integrate, analyze, and utilize customer information more effectively. This study examines intelligent CRM using digital solutions, focusing on customer data analytics, personalized services, predictive customer insights, automated communication, omnichannel engagement, customer experience management, and relationship optimization. A qualitative descriptive and conceptual research design was adopted using secondary academic literature. The analysis indicates that intelligent CRM can support organizations in understanding customer preferences, predicting customer behaviour, improving service responsiveness, identifying retention opportunities, and developing personalized interactions. AI-enabled analytics can assist organizations in identifying behavioural patterns, while automation can improve communication efficiency and service availability. Cloud-based CRM platforms can facilitate centralized access to customer information across organizational functions. However, implementation challenges include data privacy, cybersecurity, data integration, technology costs, poor data quality, employee skills shortages, and organizational resistance. Effective intelligent CRM requires alignment between digital technologies, customer strategies, data governance, employee capabilities, and organizational objectives. The study concludes that digital solutions can transform CRM from a primarily transactional function into a more analytical, personalized, responsive, and continuously evolving customer-management capability. The findings provide a conceptual foundation for organizations seeking to integrate emerging digital technologies into customer relationship strategies.
Keywords	Customer Relationship Management, Intelligent CRM, Digital Solutions, Artificial Intelligence, Customer Analytics, Personalization, Customer Experience, Machine Learning, Digital Transformation, Customer Engagement
Field	Engineering
Published In	Volume 7, Issue 3, May-June 2025
Published On	2025-05-11

View / Download PDF File

About AIJARD Fees & Payment Current Issue Publication Archive	Submit Research Paper Track Submission Status Publication Guidelines Publication Ethics Peer Review & Plagiarism	Join as a Reviewer Editors & Reviewers Reviewer Referral Program Get Reviewer Membership Certi.	Website/Journal Policies Usage Policy Content Policies Privacy Policy

Contact Us		+1-872-302-3851	editor@aijard.com

American International Journal of Advanced Research and Development

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

Intelligent Customer Relationship Management Using Digital Solutions

Share this