Omnichannel Technology: The Holistic Customer Relationship Management Paradigm
DOI:
https://doi.org/10.59890/tgrqbj15Keywords:
Omnichannel technology, CRM, customer experience, digital transformation, customer engagement.Abstract
Omnichannel technology has revolutionized Customer Relationship Management (CRM) by integrating multiple customer touchpoints into a seamless and holistic experience. This paradigm shift moves beyond traditional multichannel approaches by ensuring consistent and personalized interactions across online and offline platforms. Businesses leveraging omnichannel CRM benefit from improved customer engagement, real-time data synchroniza-tion, and enhanced customer loyalty. This paper explores the core principles of omnichannel CRM, its technological enablers, and its impact on customer experience and business performance. Additionally, it highlights the challenges of implementation, including data integration, security concerns, and the need for a customer-centric organizational culture. The study concludes that omnichannel CRM is essential for businesses seeking sustainable competi-tive advantages in an increasingly digital market-place
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