Addressing challenges in customer relations management for creative industries: Innovative solutions and strategies
Year: 2024
Type: article
Abstract: This review paper explores the critical challenges and innovative solutions in Customer Relations Management (CRM) within the creative industries. The paper begins with an overview of CRM's significance in these dynamic sectors, highlighting the unique characteristics and inherent difficulties, such as maintaining customer loyalty, managing diverse client expectations, and adapting to rapid trends. Technological advancements, including augmented reality (AR), virtual reality (VR), and blockchain technology, are examined as potential game-changers for enhancing CRM practices. The paper also delves into creative engagement strategies and collaborative approaches to strengthen client relationships. Furthermore, it provides a strategic framework for effective CRM, emphasizing the importance of a customer-centric culture, aligning CRM with business strategy, and utilizing key performance indicators (KPIs) for continuous evaluation. Future trends and practical recommendations for practitioners are presented to guide improving CRM practices, ensuring sustained success and competitive advantage in the creative industries. This comprehensive analysis underscores the necessity of innovative CRM solutions to address clients' evolving needs and expectations in these fields. Keywords: Customer Relations Management (CRM), Creative Industries, Augmented Reality (AR), Virtual Reality (VR), Blockchain Technology, Customer-Centric Culture.
Language: English
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4401835974