Discuss the role of artificial intelligence (AI) and machine learning in modern CRM systems. How can AI be used to enhance customer insights, predictive analytics, and personalization?
Explain the concept of omni-channel CRM. How can organizations provide a seamless customer experience across multiple channels, including online, offline, social media, and mobile?
Describe the ethical considerations in CRM, especially regarding data privacy and security. How can businesses ensure compliance with data protection regulations like GDPR and CCPA?
Discuss the use of sentiment analysis and social listening in CRM. How can organizations leverage these techniques to understand customer sentiment and brand perception on social media platforms?
Examine the challenges and benefits of implementing a CRM system on a global scale for multinational organizations. How can cultural differences and localization impact CRM strategies?
Explain the concept of customer lifetime value (CLV) and its significance in CRM. How can businesses calculate and maximize CLV to drive long-term profitability?
Discuss the integration of CRM with customer service chatbots and virtual assistants. How can AI-powered bots enhance customer support and self-service options?
Describe the use of predictive analytics in CRM for sales and marketing. How can predictive models help identify potential leads and anticipate customer behavior?
Examine the role of CRM in customer retention and loyalty programs. Provide examples of strategies and techniques for building long-lasting customer relationships.
Discuss the challenges and opportunities of mobile CRM in a mobile-first world. How can businesses leverage mobile apps and responsive design to engage customers on smartphones and tablets?