The digital revolution has had a major effect on the customer relationship management (CRM) industry. Artificial intelligence (AI) and the Internet of Things (IoT) are being utilized to collect customer data, automate customer service tasks, and provide further understanding into customer behavior. These advancements have enabled businesses to personalize their customer service, ultimately leading to better customer relationships. Nonetheless, the use of digital technology in CRM also brings about a number of challenges.
Despite the potential difficulties posed by digital technology, many experts argue that CRM still has a future. The data collected can provide valuable insights into customer behavior, helping businesses to better comprehend their customers and build stronger customer relationships. Additionally, the utilization of digital technology can help businesses reduce costs and increase efficiency. At the same time, some experts believe that the future of CRM lies in the use of more traditional methods, such as face-to-face interactions and personal relationships, which can help to build trust and foster stronger customer relationships.
In conclusion, businesses must decide how to use digital technology and more traditional methods to develop strong customer relationships. The use of AI and IoT can improve customer service and provide valuable insights, while more traditional methods such as face-to-face interactions can help to build trust. Ultimately, it is up to businesses to decide how to best use digital technology and more traditional methods to develop strong customer relationships.