Artificial intelligence in customer relationship management: A systematic framework for a successful integration

Cristina Ledro, Anna Nosella, Andrea Vinelli, Ilaria Dalla Pozza and Thomas Souverain

Journal of Business Research, 2025, vol. 199, issue C

Abstract: This paper explores the integration of artificial intelligence (AI) applications into customer relationship management (CRM), focusing on how organizations can implement AI successfully in this context.

Keywords: Artificial intelligence (AI); AI-CRM Integration; Customer relationship management; Customer engagement; Marketing strategies; Explorative research (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:199:y:2025:i:c:s0148296325003546

DOI: 10.1016/j.jbusres.2025.115531

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