Revue du Journal arabe des affaires et de la gestion

Evolving Trends in Customer Relationship Management Enhancing Customer Loyalty in the Digital Era

Abstract

Kerooe Vroo

In the fast-paced and ever-evolving landscape of business, one of the critical aspects that organizations need to focus on is Customer Relationship Management (CRM). As technology continues to advance, the way companies manage and nurture their relationships with customers has undergone a significant transformation. In the digital era, where customers are more empowered and informed than ever before, CRM has become a strategic tool for enhancing customer loyalty. This article explores the evolving trends in CRM and how businesses can leverage them to foster lasting customer relationships in the dynamic digital landscape. Before delving into the contemporary trends, it is essential to understand the traditional roots of Customer Relationship Management. Initially, CRM was centered on maintaining a database of customer information, tracking interactions and managing sales processes.