ENHANCING CUSTOMER RETENTION THROUGH AI-ENABLED CRM SOLUTIONS A MARKETING ANALYTICS PAPER OF GENPACT

Abstract

This paper delves at the ways in which Genpact, an AI-driven CRM platform, may maximize client retention through the application of advanced marketing analytics. This paper looks at how customer relationship management systems can use artificial intelligence, machine learning, and predictive analytics to better understand customer tastes and habits. Businesses can instantly analyze massive volumes of structured and unstructured customer data with the help of AI-powered CRM solutions. Customer journey visualization, sentiment suggestions, and sentiment analysis all contribute to higher engagement, according to the paper. By identifying potentially vulnerable customers, predictive models pave the way for proactive retention strategies. The importance of making decisions based on data in building long-term relationships with customers is emphasized by the research. The use of chatbots and intelligent procedures automates client contacts, which improves service quality and response speed. The ability of AI to conduct segmentation analyses and deliver tailored marketing is the focus of this research. If demand projections are accurate, customer satisfaction goes up. The findings show that customer relationship management systems with AI capabilities allow for consistent and personalized interactions with clients across different platforms. In order to improve marketing strategies, the paper highlights the significance of insights produced by analytics.