In the wake of the COVID-19 pandemic, businesses are undergoing a digital transformation to meet the evolving preferences of customers who now prefer online transactions for safety and convenience. This shift has bestowed upon businesses a direct access to valuable customer data, a goldmine when harnessed effectively through Customer Relationship Management (CRM) systems. CRM, often associated with email campaigns and lead collection, possesses untapped potential that goes beyond these conventional uses. Let’s understand using an example of online grocery shopping to explore the immense possibilities of CRM application: Understanding Customer Behavior: Harnessing the data collected online allows businesses to gain insights into customers’ behavior, exemplified through: CRM Strategies for Enhanced…