Artificial Intelligence For Customer Relationship Management
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Artificial Intelligence For Customer Relationship Management
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Author : Boris Galitsky
language : en
Publisher: Springer Nature
Release Date : 2020-12-07
Artificial Intelligence For Customer Relationship Management written by Boris Galitsky and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-12-07 with Computers categories.
This research monograph brings AI to the field of Customer Relationship Management (CRM) to make a customer experience with a product or service smart and enjoyable. AI is here to help customers to get a refund for a canceled flight, unfreeze a banking account or get a health test result. Today, CRM has evolved from storing and analyzing customers’ data to predicting and understanding their behavior by putting a CRM system in a customers’ shoes. Hence advanced reasoning with learning from small data, about customers’ attitudes, introspection, reading between the lines of customer communication and explainability need to come into play. Artificial Intelligence for Customer Relationship Management leverages a number of Natural Language Processing (NLP), Machine Learning (ML), simulation and reasoning techniques to enable CRM with intelligence. An effective and robust CRM needs to be able to chat with customers, providing desired information, completing their transactions and resolving their problems. It introduces a systematic means of ascertaining a customers’ frame of mind, their intents and attitudes to determine when to provide a thorough answer, a recommendation, an explanation, a proper argument, timely advice and promotion or compensation. The author employs a spectrum of ML methods, from deterministic to statistical to deep, to predict customer behavior and anticipate possible complaints, assuring customer retention efficiently. Providing a forum for the exchange of ideas in AI, this book provides a concise yet comprehensive coverage of methodologies, tools, issues, applications, and future trends for professionals, managers, and researchers in the CRM field together with AI and IT professionals.
Adoption And Implementation Of Ai In Customer Relationship Management
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Author : Surabhi Singh
language : en
Publisher: Business Science Reference
Release Date : 2021
Adoption And Implementation Of Ai In Customer Relationship Management written by Surabhi Singh and has been published by Business Science Reference this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021 with Artificial intelligence categories.
"The book covers major perspectives building on the available literature in the CRM domain while attempting to bring out a focused approach in connecting "Theory to Practice" improvising the customer relationships for the organizations with the use of AI"--
Artificial Intelligence For Customer Relationship Management
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Author : Boris Galitsky
language : en
Publisher: Springer Nature
Release Date : 2020-12-23
Artificial Intelligence For Customer Relationship Management written by Boris Galitsky and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-12-23 with Computers categories.
The second volume of this research monograph describes a number of applications of Artificial Intelligence in the field of Customer Relationship Management with the focus of solving customer problems. We design a system that tries to understand the customer complaint, his mood, and what can be done to resolve an issue with the product or service. To solve a customer problem efficiently, we maintain a dialogue with the customer so that the problem can be clarified and multiple ways to fix it can be sought. We introduce dialogue management based on discourse analysis: a systematic linguistic way to handle the thought process of the author of the content to be delivered. We analyze user sentiments and personal traits to tailor dialogue management to individual customers. We also design a number of dialogue scenarios for CRM with replies following certain patterns and propose virtual and social dialogues for various modalities of communication with a customer. After we learn to detect fake content, deception and hypocrisy, we examine the domain of customer complaints. We simulate mental states, attitudes and emotions of a complainant and try to predict his behavior. Having suggested graph-based formal representations of complaint scenarios, we machine-learn them to identify the best action the customer support organization can chose to retain the complainant as a customer.
Social Customer Relationship Management Social Crm In The Era Of Web 4 0
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Author : Ammari, Nedra Bahri
language : en
Publisher: IGI Global
Release Date : 2022-06-24
Social Customer Relationship Management Social Crm In The Era Of Web 4 0 written by Ammari, Nedra Bahri and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-06-24 with Business & Economics categories.
The advent of Web 2.0 has led to a rebalancing of power between the customer and the company through the consumer's voice about the brand and referral behavior via electronic word of mouth. Customer opinions within the virtual brand communities can have a vast impact on a company’s sales and image. It is crucial for companies to promote and use customer contributions in order to enhance their brand image, retain customers, and develop their marketing strategy. Social Customer Relationship Management (Social-CRM) in the Era of Web 4.0 provides relevant theoretical frameworks and the latest results of empirical research on the strategic role of marketing 2.0, digital customer experience, and social customer relationship management on social networks. Covering a range of topics such as disruptive marketing, artificial intelligence, and customer behavior, this reference work is ideal for marketers, IT practitioners, CRM specialists, industry professionals, researchers, scholars, practitioners, academicians, instructors, and students.
Customer Relationship Management
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Author : Francis Buttle
language : en
Publisher: Routledge
Release Date : 2008-10-23
Customer Relationship Management written by Francis Buttle and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-10-23 with Business & Economics categories.
This definitive textbook explains what CRM is, the benefits it delivers, the contexts in which it is used, how it can be implemented and how CRM technologies can be deployed to support customer management strategies and objectives. It also looks comprehensively at how CRM can be used throughout the customer life-cycle stages of customer acquisition, retention and development and how the management disciplines- marketing, sales, IT, change management, human resource, customer service, accounting, and strategic management are implicated in this. This completely revised edition also includes: · A Tutor Resource pack available to instructors who adopt this text · Case examples illustrating CRM in practice · Screenshots of CRM software applications and reviews of technology applications deployed in marketing, sales and customer service Student readers will enjoy the logical structure, easy accessibility and case illustrations. Managers will appreciate the book's freedom from CRM vendor and consultant bias and the independent guidance it provides to those involved in CRM programs and system implementations. This second edition has been completely revised and updated with eight new chapters.
The The Art Of Crm
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Author : Max Fatouretchi
language : en
Publisher: Packt Publishing Ltd
Release Date : 2019-05-22
The The Art Of Crm written by Max Fatouretchi and has been published by Packt Publishing Ltd this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-05-22 with Computers categories.
This CRM masterclass gives you a proven approach to modern customer relationship management Key FeaturesProven techniques to architect CRM systems that perform well, that are built on time and on budget, and that deliver value for many yearsCombines technical knowledge and business experience to provide a powerful guide to CRM implementationCovers modern CRM opportunities and challenges including machine learning, cloud hosting, and GDPR complianceBook Description CRM systems have delivered huge value to organizations. This book shares proven and cutting-edge techniques to increase the power of CRM even further. In The Art of CRM, Max Fatouretchi shares his decades of experience building successful CRM systems that make a real difference to business performance. Through clear processes, actionable advice, and informative case studies, The Art of CRM teaches you to design successful CRM systems for your clients. Fatouretchi, founder of Academy4CRM institute, draws on his experience over 20 years and 200 CRM implementations worldwide. Bringing CRM bang up to date, The Art of CRM shows how to add AI and machine learning, ensure compliance with GDPR, and choose between on-premise, cloud, and hybrid hosting solutions. If you’re looking for an expert guide to real-world CRM implementations, this book is for you. What you will learnDeliver CRM systems that are on time, on budget, and bring lasting value to organizationsBuild CRM that excels at operations, analytics, and collaborationGather requirements effectively: identify key pain points, objectives, and functional requirementsDevelop customer insight through 360-degree client view and client profilingTurn customer requirements into a CRM design specArchitect your CRM platformBring machine learning and artificial intelligence into your CRM systemEnsure compliance with GDPR and other critical regulationsChoose between on-premise, cloud, and hybrid hosting solutionsWho this book is for CRM practitioners who want to update their work with new, proven techniques and approaches
Artificial Intelligence As An Additional Tool In Customer Relationship Management And The Impact After The Covid 19 Crisis
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Author : Leonard Rupperti
language : de
Publisher: GRIN Verlag
Release Date : 2022-12-16
Artificial Intelligence As An Additional Tool In Customer Relationship Management And The Impact After The Covid 19 Crisis written by Leonard Rupperti and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-12-16 with Computers categories.
Masterarbeit aus dem Fachbereich Informatik - Künstliche Intelligenz, , Sprache: Deutsch, Abstract: The aim of the research of this present work is to answer which criteria make an AI-driven CRM successful, what opportunities and challenges there are, and how the general population assesses this topic. Furthermore, it is important to see that the corona pandemic is having an impact on the use of AI. For this purpose, the following two research questions were asked. How does AI strengthen the customer relationship CRM? Will the Corona pandemic accelerate the use of AI? To answer the research questions, a quantitative study on people's current opinions and attitudes towards AI and how it will change as a part of the outbreak of the pandemic was conducted. Specifically, the study deals with artificial intelligence in customer service, the change of AI in companies due to Covid-19 and how people generally view the topic of AI. The participants surveyed were anonymous, of different age groups, occupations, and origins, as this topic affects everyone today and it is important to pay attention to the opinion of the general population. The targeted use of artificial intelligence in customer relationship management to make the work of companies and their employees more efficient and of higher quality, also about the customer, is on the rise. More and more sales are generated by this technology and more and more AI-controlled tools are being developed which make customer management more successful and thus intensify the relationship between customers and companies. Thus, it is necessary to understand such technologies and how they are designed, but also what opinion the general society has on this rather revolutionary technology.
Augmented Customer Strategy
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Author : Gilles N'Goala
language : en
Publisher: John Wiley & Sons
Release Date : 2019-07-30
Augmented Customer Strategy written by Gilles N'Goala and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-07-30 with Business & Economics categories.
Digital transformation is shaping a new landscape for businesses and their customers. For marketing professionals, advancing technology (artificial intelligence, robots, chatbots, etc.) and the explosion of personal data available present great opportunities to offer customers experiences that are ever richer, more fluid and more connected. For customers, this ecosystem is synonymous with new roles. They are more autonomous and have power alongside the company: they influence, innovate, punish and more. These developments push companies to implement new customer strategies. It is in this context, marked by pitfalls and paradoxes, that the authors of this book reflect on the customer relationship, what it has become and what it will be tomorrow. The book provides practitioners, teacher-researchers and Master's students with a state of the art and a prospective vision of customer relations in a digital world. It is aimed at those who want to gain an up-to-date understanding of the field and find all the keys needed to project themselves into the future.