Framework for Enhancing Customer Relationship Management with AI in the Retail Industry of Zimbabwe

Abstract

An extensive analysis of the implementation of Artificial Intelligence (AI) into Customer Relationship Management (CRM) in Zimbabwe's retail industry is presented in this dissertation. This study has a sample size of 45 individuals, combined with a combination of approaches and a pragmatic approach, ensures a comprehensive and accurate analysis. The significance of the research for Zimbabwe's retail industry is underscored by the study's findings, which also demonstrate how the country's CRM technology is still in its infancy when compared to other nations. The study will start by providing background information and highlighting the necessity of integrating AI into CRM while taking into consideration the unique challenges faced by merchants in Zimbabwe. Through a careful analysis of the literature review, it will explore existing studies that highlight the benefits of AI in improving customer segmentation, personalized marketing strategies, and predictive analytic in the retail sector. Moreover, it addresses the challenges and concerns surrounding the implementation of AI in CRM, such as data privacy and ethical considerations. These results will add a great deal to the conversation about the integration of AI and CRM, especially in emerging countries. They emphasize how crucial recommendations that are focused on strategy, operations, and policy are to the effective implementation of AI-driven CRM in Zimbabwe's retail industry.