A blockchain and machine learning approach to modern CRM systems

Garg, Deepti (2025) A blockchain and machine learning approach to modern CRM systems. International Journal of Science and Research Archive, 14 (2). pp. 1088-1096. ISSN 2582-8185

Customer Relationship Management (CRM) systems are essential for businesses to manage customer interactions, enhance engagement, and drive customer satisfaction. Traditional CRM solutions face challenges such as data security risks, inefficiencies in processing customer data, and limitations in providing personalized experiences. Emerging technologies like blockchain and machine learning offer promising solutions to address these challenges. Blockchain enhances CRM by providing decentralized, secure, and tamper-proof data storage, ensuring transparency and reducing the risk of fraud. Machine learning improves CRM by enabling predictive analytics, customer segmentation, and automation of customer interactions. This paper provides a comprehensive survey of existing techniques that integrate blockchain and machine learning in CRM, analyzing their impact on security, efficiency, and customer engagement. The study compares various approaches, highlighting their advantages and limitations while assessing their practical applications in real-world CRM systems. Additionally, this paper examines how these technologies enhance decision-making, optimize customer management strategies, and ensure compliance with data protection regulations. The findings suggest that while blockchain strengthens data security and trust, machine learning enhances automation and personalization, making CRM systems more intelligent and efficient. This survey provides insights into the evolving landscape of CRM technologies and offers a comparative analysis of how blockchain and machine learning are shaping the future of customer relationship management. By reviewing current methodologies and their effectiveness, this paper aims to guide businesses and researchers in understanding the potential and challenges of these technologies in CRM applications.