Synergy of CRM and Industry 4.0: Advancing Supply Chain Management and Customer Experience via Digital Innovations

This research paper explores the intersection of Customer Relationship Management (CRM) and Industry 4.0 in transforming supply chain management customer experience through digital innovation. The advent 4.0, characterized by integration cutting-edge technologies such as Internet Things (IoT), Big Data, Artificial Intelligence (AI), has provided new opportunities to enhance CRM practices [12, 26]. study aims analyze impact incorporating with systems on efficiency experience. It delves into role IoT devices generating real-time data for inventory understanding preferences [21], application Data analytics predicting behavior [9], use AI automating tasks improving decision-making processes [2]. further investigates challenges future directions leveraging create a more responsive, customer-centric, resilient [34].