Blockchain-based CRM Solutions: Securing Customer Data in the Digital Transformation Era |
||
 |
 |
|
| © 2023 by IJCTT Journal | ||
| Volume-71 Issue-4 |
||
| Year of Publication : 2023 | ||
| Authors : Sharda Kumari, Bidyut Sarkar, Gaurav Singh | ||
| DOI : 10.14445/22312803/IJCTT-V71I4P105 | ||
How to Cite?
Sharda Kumari, Bidyut Sarkar, Gaurav Singh, "Blockchain-based CRM Solutions: Securing Customer Data in the Digital Transformation Era ," International Journal of Computer Trends and Technology, vol. 71, no. 4, pp. 27-36, 2023. Crossref, https://doi.org/10.14445/22312803/IJCTT-V71I4P105
Abstract
In the rapidly evolving digital landscape, traditional Customer Relationship Management (CRM) systems are facing significant challenges when it comes to securing customer data, leading researchers and industry practitioners to explore the potential of blockchain technology for data protection and security. This paper explores the potential of blockchain technology for securing customer data in Customer Relationship Management (CRM) systems during the digital transformation era. Due to increasing cyber threats, traditional CRM systems face challenges in terms of data security and privacy. Blockchain technology has gained attention due to its ability to provide secure and transparent solutions. The integration of blockchain into CRM systems can enhance the security, transparency, and traceability of customer data, streamline processes, and promote cross-industry collaboration. However, implementing blockchain-based CRM systems requires overcoming challenges such as technology adoption, integration with existing infrastructure, interoperability, and regulatory compliance. The paper presents case studies of successful blockchain-based CRM implementations in loyalty rewards programs, supply chain management in the life science industry, identity management, data sharing, and product traceability. The results demonstrate that implementing blockchain-based solutions can result in significant cost savings, increased efficiency, and business profitability. In conclusion, the paper emphasizes the importance of conducting additional research to explore the opportunities and overcome the challenges associated with blockchain-based CRM systems in the digital transformation era.
Keywords
Blockchain, Data protection and security, CRM solutions, Digital transformation, Life science industry.
Reference
[1] Melanie Swan, Blockchain: Blueprint for a New Economy, O'Reilly Media, 2015.
[Google Scholar]
[2] Don Tapscott, and Alex Tapscott, Blockchain Revolution: How the Technology Behind Bitcoin is Changing Money, Business, and The World, Portfolio Penguin, 2016.
[Google Scholar]
[3] William Mougayar, The Business Blockchain: Promise, Practice, and Application of the Next Internet Technology, John Wiley & Sons, 2016.
[Google Scholar]
[4] H. Chen et al., “Blockchain-Based CRM Systems: Rethinking the Security and Privacy of Customer Data,” IEEE Access, vol. 5, pp. 13888-13900, 2017.
[5] Philip Treleaven, Richard Gendal Brown, and Danny Yang, “Blockchain Technology in Finance,” Computer, vol. 50, no. 9, pp. 14-17, 2017.
[Google Scholar] [Publisher Link]
[6] Jesse Yli-Huumo et al., “Where is Current Research on Blockchain Technology?—A Systematic Review,” PloS one, vol. 11, no. 10, 2016.
[CrossRef] [Google Scholar] [Publisher Link]
[7] Aviv Zohar, “Bitcoin: Under the Hood,” Communications of the ACM, vol. 58, no. 9, pp. 104-113, 2015.
[CrossRef] [Google Scholar] [Publisher Link]
[8] H. Wang, Z. Chen, and L. Xu, “A Privacy-Aware Blockchain-Based CRM System for the Sharing Economy. IEEE Transactions on Engineering Management, vol. 65, no. 4, pp. 572-583, 2018.
[9] Michael Nofer et al., “Blockchain,” Business & Information Systems Engineering, vol. 59, no. 3, pp. 183-187, 2017.
[CrossRef] [Google Scholar] [Publisher Link]
[10] Giang-Truong Nguyen, and Kyungbaek Kim, “A Survey about Consensus Algorithms Used in Blockchain,” Journal of Information Processing Systems, vol. 14, no. 1, pp. 101-128, 2018.
[CrossRef] [Google Scholar] [Publisher Link]
[11] Michael J. Casey, and Paul Vigna, “The Truth Machine: The Blockchain and the Future of Everything,” HarperCollins, 2018.
[Google Scholar]
[12] Ken Peffers et al., “A Design Science Research Methodology for Information Systems Research,” Journal of Management Information Systems, vol. 24, no. 3, pp. 45-77, 2007.
[CrossRef] [Google Scholar] [Publisher Link]
[13] J. Jhanavi, and M.Dakshayini, "Blockchain Implementation for Storage," SSRG International Journal of Mobile Computing and Application, vol. 5, no. 2, pp. 9-12, 2018.
[CrossRef] [Publisher Link]
[14] Manav Gupta, Blockchain for Dummies, John Wiley & Sons, 2017.
[Google Scholar] [Publisher Link]
[15] Zibin Zheng et al., “An Overview of Blockchain Technology: Architecture, Consensus, and Future Trends,” IEEE International Congress on Big Data, pp. 557-564, 2017.
[Google Scholar] [Publisher Link]
[16] V. Sharma, R. Tomar, “Blockchain-based CRM: A new Paradigm in the Era of Digital Transformation,” Blockchain in Business and Education, pp. 121-136, 2019.
[17] Sara Saberi et al., “Blockchain Technology and its Relationships to Sustainable Supply Chain Management,” International Journal of Production Research, vol. 57, no. 7, pp. 2117-2135, 2018.
[CrossRef] [Google Scholar] [Publisher Link]
[18] S. M. Udhaya Sankar et al., "A Secure Third-Party Auditing Scheme Based on Blockchain Technology in Cloud Storage," International Journal of Engineering Trends and Technology, vol. 71, no. 3, pp. 23-32, 2023.
[CrossRef] [Publisher Link]
[19] Ali Dorri et al., “Blockchain for IoT Security and Privacy: The Case Study of a Smart Home,” IEEE International Conference on Pervasive Computing and Communications Workshops, pp. 618-623, 2017.
[Google Scholar] [Publisher Link]
[20] Christian Cachin, “Architecture of the Hyperledger Blockchain Fabric,” Workshop on Distributed Cryptocurrencies and Consensus Ledgers, vol. 310, no. 4-7, 2016.
[Google Scholar] [Publisher Link]
[21] Florian Glaser, Pervasive Decentralization of Digital Infrastructures: A Framework for Blockchain Enabled System and use Case Analysis,” 50th Hawaii International Conference on System Sciences, 2017.
[Google Scholar] [Publisher Link]
[22] Konstantinos Christidis, and Michael Devetsikiotis, “Blockchains and Smart Contracts for the Internet of Things,” IEEE Access, vol. 4, pp. 2292-2303, 2016.
[Google Scholar] [Publisher Link]
[23] Jan Veuger, “Trust in a Viable Real Estate Blockchain,” Facilities, vol. 36, pp. 3-15, 2018.
[Google Scholar] [Publisher Link]
[24] Kari Korpela, Jukka Hallikas, and Tomi Dahlberg, “Digital Supply Chain Transformation toward Blockchain Integration,” 50th Hawaii International Conference on System Sciences, 2017.
[Google Scholar] [Publisher Link]
[25] B. Nagarajan, C. Ananth, and N. Mohananthini, "Blockchain with Mayfly Optimization-based Chaotic Encryption Model for Smart and Secured Question Paper Sharing," International Journal of Engineering Trends and Technology, vol. 71, no. 2, pp. 399-407, 2023.
[CrossRef] [Publisher Link]
[26] Florian Tschorsch, and Björn Scheuermann, “Bitcoin and Beyond: A Technical Survey on Decentralized Digital Currencies,” IEEE Communications Surveys & Tutorials, vol. 18, no. 3, pp. 2084-2123, 2016.
[Google Scholar] [Publisher Link]
[27] J. Mattila, and T. Seppälä, “Blockchain and the Future of Digital Platforms: The Case of Smart Contracts,” Digital Platforms and Collaborative Spaces, pp. 73-89, 2018.
[28] Ravi Dave, Bidyut Sarkar, and Gaurav Singh, "Revolutionizing Business Processes with SAP Technology: A Buyer's Perspective," International Journal of Computer Trends and Technology, vol. 71, no. 4, pp. 1-7, 2023.
[CrossRef] [Publisher Link]
[29] DHL and Accenture, Blockchain in Logistics, 2018. [Online]. Available: https://www.dhl.com/content/dam/dhl/global/core/documents/pdf/glo-core-blockchain-trend-report.pdf
[30] IBM. Blockchain: The solution for transparency in the food supply chain, 2018. [Online]. Available: https://newsroom.ibm.com/2018- 10-08-IBM-Food-Trust-Expands-Blockchain-Network-to-Foster-a-Safer-More-Transparent-and-Efficient-Global-Food-System-1
[31] Deloitte, Blockchain for identity management, 2019. [Online]. Available: https://www2.deloitte.com/us/en/insights/topics/understanding-blockchain-potential/global-blockchain-survey-2019.html
[32] Privacy preserving in blockchain-based government data sharing: A Service-On-Chain (SOC) approach, [Online]. Available: https://www.sciencedirect.com/science/article/abs/pii/S0306457321001400
[33] Walmart and Block Chain: It Takes Two to Mango, 2017. [Online]. Available: https://d3.harvard.edu/platform-rctom/submission/walmart-and-block-chain-it-takes-two-to-mango/
[34] X. Wu, S. Zhang, and L. Xu, “The Integration of Blockchain and Edge Computing for Securing Customer Data in CRM systems,” IEEE Access, vol. 7, pp. 115470-115480, 2019.
[35] Nir Kshetri, “Blockchain's Roles in Meeting Key Supply Chain Management Objectives,” International Journal of Information Management, vol. 39, pp. 80-89, 2018.
[CrossRef] [Google Scholar] [Publisher Link]
[36] S. Reich, and A. Benlian, “Overcoming the Adoption Barriers of Enterprise Blockchain Technology: A Qualitative Analysis,” Information & Management, 2019.