Synergy of CRM and Industry 4.0: Advancing Supply Chain Management and Customer Experience via Digital Innovations

International Journal of Industrial Engineering

© 2023 by SSRG - IJIE Journal

Volume 10 Issue 1

Year of Publication : 2023

Authors : Sharda Kumari, Viraj Lele

10.14445/23499362/IJIE-V10I1P104

How to Cite?

Sharda Kumari, Viraj Lele, "Synergy of CRM and Industry 4.0: Advancing Supply Chain Management and Customer Experience via Digital Innovations," SSRG International Journal of Industrial Engineering, vol. 10,  no. 1, pp. 20-25, 2023. Crossref, https://doi.org/10.14445/23499362/IJIE-V10I1P104

Abstract:

This research paper explores the intersection of Customer Relationship Management (CRM) and Industry 4.0 in transforming supply chain management and customer experience through digital innovation. The advent of Industry 4.0, characterized by the integration of cutting-edge technologies such as the Internet of Things (IoT), Big Data, and Artificial Intelligence (AI), has provided new opportunities to enhance CRM practices [12, 26]. The study aims to analyze the impact of incorporating Industry 4.0 technologies with CRM systems on supply chain management efficiency and customer experience. It delves into the role of IoT devices in generating real-time data for inventory management and understanding customer preferences [21], the application of Big Data analytics for predicting customer behavior [9], and the use of AI for automating tasks and improving decision-making processes [2]. The paper further investigates the challenges and future directions in leveraging CRM and Industry 4.0 integration to create a more responsive, customer-centric, and resilient supply chain [34].

Keywords:

Industry 4.0, Customer Relationship Management, Digital innovation, Supply chain management, Customer experience.

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