M. Kazemi

Identification of Key Components of Smart Customer Relationship Management in Small and Medium-Sized Enterprises Using Artificial Intelligence: A Thematic Analysis Approach

The findings identified seven key indicators of smart technology-based CRM: “customer-centric strategy,” “customer interaction management,” “technological infrastructure for CRM,” “human resource management in CRM,” “strategic CRM planning,” “CRM monitoring and evaluation,” and “machine learning and artificial intellig...