IMPACT OF ARTIFICIAL INTELLIGENCE (AI) AND MACHINE LEARNING ON CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN THE FUTURE OF FMCG AND FOOD INDUSTRIES
Keywords:
CRM, FMCG, Food Industries, Customer Engagement, Sales Forecasting, Inventory Management, Personalized Marketing, Customer Service, Chatbots, Hyper-personalization, Ethical AIAbstract
Artificial Intelligence (AI) and Machine Learning (ML) have revolutionized Customer Relationship Management (CRM) in the Fast-Moving Consumer Goods (FMCG) and food industries. This paper explores the impact of AI-driven CRM on customer engagement, sales forecasting, inventory management, personalized marketing, customer service, and future trends. AI's ability to enhance customer insights, personalize marketing, optimize sales forecasting and inventory management, and improve customer service through chatbots is discussed. Emerging trends such as hyper-personalization and ethical AI principles are highlighted. While AI-enabled CRM holds promise for growth and enhanced customer experiences, businesses must address challenges related to data privacy, security, and ethics to build trust with customers. As AI-driven CRM evolves, FMCG and food businesses have an opportunity to innovate, optimize operations, and drive success in a dynamic digital landscape.
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