Abstract

۱٫ Introduction

۲٫ Theoretical Foundation

۳٫ Review of Different Methodology

۴٫ Distribution of the Articles Reviewed

۵٫ Review of the Related Works

۶٫ Discussion

۷٫ Conclusions

References

Abstract

Customization of products or services is a strategy that the business sector has embraced to build a better relationship with the customers to cater to their individual needs and thus providing them a fulfilling experience. This whole process is known as customer relationship management (CRM). In this context, we extensively surveyed 138 papers published between 1996 and 2021 in the area of analytical CRM. Although this study consisted of papers from different business sectors, a fair share of focus was directed to the telecommunication industry and generalized CRM techniques usages. Different science and engineering-based data repositories were studied to ascertain significant studies published in scientific journals, conferences, and articles. The research works on CRM were considered and separated into IT and non-IT-based techniques to study the methods used in different business sectors. The main target behind implementing CRM is for the better revenue growth of the company. Different IT and non-IT-based techniques are used in the analytical CRM area to achieve this target, and researchers have been actively involved in this domain. The purpose of the research was to show the impact of IT-based techniques in the business world. A detailed future course of research in this area was discussed.

۱٫ Introduction

These days CRM is the center of attraction of every other scholar and expert. As each day passes by, many companies are adopting the concept of CRM in their business to stay updated with the customer-oriented market. It is gradually sinking in the desperate need of exhaustively detailed familiarity of their customers’ behavior to strengthen their bond with their customers. The evolution of highly efficient algorithms and platforms has altered the way of connecting with customers, leading to a better situation with the marketing, sales, and customer service functions in organizations. From a professional’s perspective, CRM serves to grasp a full insight into one’s customers’ needs and desires and design convenient platforms for the customers to improve their relationship with the companies. This paper presents a detailed overview of customer relationship management’s different aspects and the analytical aspect of it in different business organizations. Every business group’s main target is to emerge an abiding relationship with its customers to cultivate its balance in today’s flourishing market. The customers nowadays anticipate the best services and products and want a personalized service in which they expect to get precisely what they call for and also at a quick pace