智能驱动增长：人工智能客户关系管理（AICRM）系统研究报告

Investment Rating - The report does not explicitly state an investment rating for the AI CRM industry Core Insights - The AI CRM systems are evolving from traditional models to intelligent, personalized, and sustainable solutions driven by rapid advancements in artificial intelligence technology, particularly generative AI [7][8] - The integration of AI into CRM systems is not only a technological innovation but also a strategic choice for businesses to enhance customer value and achieve sustainable growth in response to macroeconomic trends [7][22] - The report emphasizes the importance of compliance with data privacy regulations and the need for businesses to embed compliance capabilities into their AI CRM systems to mitigate legal risks and enhance brand reputation [19][22] Summary by Sections 1. Research Background and Transformation Drivers - The global business landscape is undergoing significant changes due to structural economic adjustments, disruptive technologies, and evolving market dynamics, necessitating a shift in customer relationship management [14][15] - Traditional CRM systems are increasingly seen as limited in addressing modern business needs, prompting a transition to AI-driven CRM solutions [15][23] 2. Key Trends in AI Reshaping CRM - The interaction paradigm of CRM is shifting from passive response to proactive insights, enabled by advancements in large language models [31][32] - AI technologies enhance CRM systems' capabilities in understanding customer needs, automating processes, and providing personalized experiences [34][35] 3. Market Demand and Technological Drivers - There is a growing demand for intelligent CRM solutions as customer expectations evolve towards personalized and seamless interactions [24][25] - Traditional CRM systems face limitations in data management, interaction capabilities, and predictive analytics, which AI technologies aim to address [26][28] 4. AI CRM Market Status - The report outlines various technological routes for AI CRM, including traditional on-premise solutions, standardized SaaS models, and integrated PaaS/SaaS approaches [49][52][58] - The integration of AI capabilities into CRM systems is primarily achieved through functional point integration, allowing businesses to enhance existing systems with AI features [59]