Work

Enhancing Customer Experience in SMEs through Predictive Analytics: A Practical Framework Approach

Year: 2025

Type: article

Abstract: : This research investigates how predictive analytics can transform customer experience (CX) strategies in small and medium enterprises (SMEs). Given their limited resources and infrastructure, SMEs face challenges in adopting complex analytics tools. This study develops a customized framework—the SME Predictive CX (SPCX) Framework—and validates it using real-world case studies. Results demonstrate measurable improvements in churn reduction, customer satisfaction, and lifetime value through affordable, accessible predictive tools.

Source: INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT

DOI: 10.55041/ijsrem50495

Author: JOYESH MONDAL

Language: English

Topic: Customer churn and segmentation

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

SDG: Industry, innovation and infrastructure

Open Access status: bronze

OpenAlex ID: W4411274404

FWCI:

Cites:

Cited by:

Related to: 10