Scribd
Upload
39 views1 page

Integration of AI in CRM

This document discusses the use of artificial intelligence in customer relationship management (CRM). It first provides an overview of AI's role in CRM and the challenges of integrating AI. It then reviews key literature on topics like defining objectives for AI, transparency of AI decisions, and resistance to change. The document outlines the methodology used for a study on AI in CRM. It identifies challenges in the discover, devise, deploy, and sustained phases of an AI-CRM project. Finally, it discusses ethical considerations, human-AI collaboration, trust and acceptance of AI, and offers practical guidelines for successfully implementing AI.

Uploaded by

pgdm22srijanb
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
39 views1 page

Integration of AI in CRM

This document discusses the use of artificial intelligence in customer relationship management (CRM). It first provides an overview of AI's role in CRM and the challenges of integrating AI. It then reviews key literature on topics like defining objectives for AI, transparency of AI decisions, and resistance to change. The document outlines the methodology used for a study on AI in CRM. It identifies challenges in the discover, devise, deploy, and sustained phases of an AI-CRM project. Finally, it discusses ethical considerations, human-AI collaboration, trust and acceptance of AI, and offers practical guidelines for successfully implementing AI.

Uploaded by

pgdm22srijanb
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 1

Customer Acquisition & Retention, Churn

Minimization & Increase in Customer Engagement


Overview of AI in CRM AI Powered CRM
Shift in Academia's Approach from Narrow
AI's Role in CRM Examination to Broader Strategy
Introduction
Challenges of AI Integration in CRM Technical Pre-requisites for Effective AI Utilization

Study Contribution and Guidelines Criticality of Defining Precise Objectives for AI


Implementing AI: Challenges & CRM Specificities
Key Literature Review Transparency & Explanibility in AI Decisions

Resistance To Change

Technology, Organisation & Environment (TOE)

Diffusion of Innovation (DOI)


Understanding AI Implementation
Unified Theory of Acceptance & Use of Technology
(UTAUT)

Technology Acceptance Model (TAM)

Diverse Industry Representation


Maintain a Culture of Data & Customer Centricity
Sampling Strategy Participant Criteria
Challenges In The Discover Phase Respect Ethical Principles
Sampling & ID Structure
Methodology
Formulate Long Term Goals & KPIs
Study's Quality
Data Collection & Analysis Change Management & Business Involvement
Study's Ethics
Ensure Data Comprehension, Collection, Accessibility,
Challenges In The Devise Phase
Monitoring & Centralization

Transfer the Tacit Knowledge & Build the Operating


Results Machine
Integration of AI in CRM
Ownership of the Project & Alignment of
Stakeholders

Challenges In The Deploy Phase Siloed Organizational Structure & Team


Collaboration

Manage Complexity & Connectivity

Foster User Adoption & Build Trust


Challenges In The Sustained Phase
Change Skillset
Ethical Considerations in AI-driven Customer
Management

Human-AI Collaboration in Customer Management


Academic Implications & Areas of Future Research
Trust & Acceptance of AI in Customer Management

Conclusions Long-term Impact & Sustainability of AI in Customer


Management

Study Offers Tailored AI-CRM Challenges, Insights, &


Managerial Implications
Practical Guidelines for Success

You might also like

pFad - Phonifier reborn

Pfad - The Proxy pFad of © 2024 Garber Painting. All rights reserved.

Note: This service is not intended for secure transactions such as banking, social media, email, or purchasing. Use at your own risk. We assume no liability whatsoever for broken pages.


Alternative Proxies:

Alternative Proxy

pFad Proxy

pFad v3 Proxy

pFad v4 Proxy