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Adoption and Implementation of AI in Customer Relationship Management

Adoption and Implementation of AI in Customer Relationship Management
Author(s)/Editor(s): Surabhi Singh (IMS Ghaziabad, India)
Copyright: ©2022
DOI: 10.4018/978-1-7998-7959-6
ISBN13: 9781799879596
ISBN10: 1799879593
EISBN13: 9781799879619


View Adoption and Implementation of AI in Customer Relationship Management on the publisher's website for pricing and purchasing information.


Integration of artificial intelligence (AI) into customer relationship management (CRM) automates the sales, marketing, and services in organizations. An AI-powered CRM is capable of learning from past decisions and historical patterns to score the best leads for sales. AI will also be able to predict future customer behavior. These tactics lead to better and more effective marketing strategies and increases the scope of customer services, which allow businesses to build healthier relationships with their consumer base.

Adoption and Implementation of AI in Customer Relationship Management is a critical reference source that informs readers about the transformations that AI-powered CRM can bring to organizations in order to build better services that create more productive relationships. This book uses the experience of past decisions and historical patterns to discuss the ways in which AI and CRM lead to better analytics and better decisions. Discussing topics such as personalization, quality of services, and CRM in the context of diverse industries, this book is an important resource for marketers, brand managers, IT specialists, sales specialists, managers, students, researchers, professors, academicians, and stakeholders.

Author's/Editor's Biography

Surabhi Singh (Ed.)
Surabhi Singh is a spirited academician with a flair of entrepreneurial spirit and a persistent passion for continuous learning to upgrade her teaching and research with Ph.D. (Thesis Submitted) from AMU, PGDBA-Mktg., MCA and M COM and passion for innovative learning. She has created a niche for herself in Education Industry. With a rich experience of more than 16 years in academics, research, teaching, training & consultancy, she has been contributing immensely in Jaipuria School of Business as Associate Professor-Marketing and Data Analytics. Keeping her journey to contribute in the areas of Research and Consultancy, she is contributing globally in the field of academics as Editorial Board Member of Journal of Management-Value and Ethics, India; Journal of Advanced Research in Operational and Marketing Management, India; Academy of Business and Retail Management, UK; International Journal of Transformation in Operational & Marketing Management (IJTOMM), India and SIU Journal of Management, Thailand. With more than 15 FDPs/MDPs/Workshops conducted and Research and Consultancy assignments of reputed companies, she has to her credit more than 40 paper publications in refereed International/National Journals, 17 articles published in blogs and has edited 5 National and 1 International Edited books with publishers like Bharti Publications, IGI Global and IMS Publishing House. Being an ardent researcher, she has presented research papers at IIMs, AIMA, Premier B Schools, India, Thailand, Dubai, & is associated with ICMIS, Bangkok in Program Review Committee since 2014, associated with AIMS-14, in Program Review Committee since 2016, and ICBTM, Dubai in Program Review Committee since January 2017. She was the recipient of IMS Noida’s Award of ‘A Grade Faculty’ in 2013 and received Second Best Case Award from UK Journal for case writing in 2014. She won Second Best Paper Award in National Conference at one of the premier Business School in 2011. She has received Women Achiever-2017’ for achieving excellence in Marketing Education on April 29, 2017 in Indian Women Convention-2017.


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