释放人工智能在客户关系管理中的力量：全面的多维探索

IF 15.6 1区管理学 Q1 BUSINESS

Journal of Innovation & Knowledge Pub Date : 2025-05-01 DOI:10.1016/j.jik.2025.100731

Khadija Khamis Alnofeli, Shahriar Akter, Venkata Yanamandram

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引用次数: 0

摘要

人工智能（AI）正在各个领域彻底改变客户关系管理（CRM），从根本上改变战略业务运营。本研究考察了人工智能驱动的CRM系统的能力，借鉴了64篇学术文章的专题分析所产生的经验证据，并从24位CRM专家的深度访谈中获得了见解。该研究确定并系统地分类了人工智能驱动的CRM功能的三个主要维度和八个子维度，提供了一个结构化框架，封装了这些元素之间发生的复杂相互作用。这些维度包括数据管理、多渠道整合和量身定制的服务产品，每个维度都支撑着人工智能与CRM实践的细微整合。至关重要的是，该研究将这些发现整合到动态能力（DC）微观基础的理论框架中，丰富了人工智能如何在战略上增强CRM系统的论述，并对推动CRM中采用人工智能的因素提供了细致的理解。通过将这些能力映射到数据中心理论的微观基础上，该研究描绘了努力利用人工智能来增强竞争优势的组织的战略含义。

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Unlocking the power of AI in CRM: A comprehensive multidimensional exploration

Artificial intelligence (AI) is revolutionising customer relationship management (CRM) across various sectors, fundamentally altering strategic business operations. This study examines the capabilities of AI-powered CRM systems, drawing on empirical evidence arising from thematic analyses of 64 scholarly articles and insights gained from 24 in-depth interviews with CRM experts. The research identifies and systematically categorises three major dimensions and eight sub-dimensions of AI-powered CRM capabilities, providing a structured framework that encapsulates the complex interplay that occurs between these elements. These dimensions include data management, multi-channel integration, and tailored service offerings, each underpinning the nuanced integration of AI into CRM practices. Critically, the study integrates these findings within the theoretical framework of the microfoundations of Dynamic Capabilities (DC), enriching the discourse on how AI can strategically enhance CRM systems and offering a nuanced understanding of the factors driving AI adoption within CRM. By mapping these capabilities against the microfoundations of DC theory, the research delineates the strategic implications for organisations striving to leverage AI to enhance their competitive advantage.

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来源期刊

Journal of Innovation & Knowledge Multiple-

CiteScore

16.10

自引率

12.70%

发文量

118

审稿时长

37 days

期刊介绍： The Journal of Innovation and Knowledge (JIK) explores how innovation drives knowledge creation and vice versa, emphasizing that not all innovation leads to knowledge, but enduring innovation across diverse fields fosters theory and knowledge. JIK invites papers on innovations enhancing or generating knowledge, covering innovation processes, structures, outcomes, and behaviors at various levels. Articles in JIK examine knowledge-related changes promoting innovation for societal best practices. JIK serves as a platform for high-quality studies undergoing double-blind peer review, ensuring global dissemination to scholars, practitioners, and policymakers who recognize innovation and knowledge as economic drivers. It publishes theoretical articles, empirical studies, case studies, reviews, and other content, addressing current trends and emerging topics in innovation and knowledge. The journal welcomes suggestions for special issues and encourages articles to showcase contextual differences and lessons for a broad audience. In essence, JIK is an interdisciplinary journal dedicated to advancing theoretical and practical innovations and knowledge across multiple fields, including Economics, Business and Management, Engineering, Science, and Education.