AI-Powered Customer Relationship Management in Online Retail

The application of AI to enable CRM capabilities and hence increase CRM performance has not yet been investigated, despite the importance of AI technology in encouraging improved customer connections. In this study, we examine how the pandemic has affected online shopping and the trends that have emerged as a result of customer relationship management (CRM). This study uses secondary data in a descriptive qualitative manner. This study discovered that throughout the pandemic, problems with CRM and e-commerce rose quickly. These findings demonstrate that consumers are becoming more aware of online shopping so they can fulfill their wants. Businesspeople simultaneously anticipate this customer behavior by enhancing CRM in an effort to manage customer happiness. Some results from CRM and ecommerce in various Indian states don't always have the same reaction.