Smarter CRM Solutions in the Emerging Technologies Age

There are trends across modern Customer Relationship Management (CRM) solutions that are centered on emerging technologies such as Artificial Intelligence (AI), internet of things (IoT), and Blockchain to improve the overall customer experience. Smart CRM solutions focus on embedding emerging technologies capabilities within marketing, sales, and service functionalities to turns unpredictable customer journeys into predictive and interactive experiences. For example, applying artificial intelligence and machine learning to customer data and Internet of Things data allows organizations to predict and fix problems pre-emptively, before the customer even realizes the issue. The focus of this paper is to discuss the impact of the current emerging technologies on smart CRM solutions. In particular, the benefits of the current applications of AI, IoT, and Blockchain technology in smart CRM solutions. © 2023 IEEE.