Paper Details

Name: Savanam Chandra Sekhar, Valicherla Poojith Pranav Mani Kanth, Dasam Pavan Mani Kumar, ⁠Pechetti Veera Mahesh Anand, ⁠Shaik Faheem
Country: India

Year: 2025
Volume: Volume-12, Issue-2 (July-December)
Page Number: 113-123
DOI: https://doi.org/10.5281/zenodo.17291691

ABSTRACT.
Customer Relationship Management (CRM) systems play a vital role in managing customer
interactions, yet conventional centralized architectures face persistent challenges such as data
breaches, lack of verifiable authenticity, and regulatory compliance complexities. Blockchain
technology, with its decentralized, immutable, and transparent properties, offers a promising
solution to enhance CRM security and trustworthiness. This study investigates the potential
of blockchain-enabled CRM by focusing on four key dimensions: fraud reduction, data
verification, system performance, and customer trust. A conceptual-analytical methodology
was employed, supported by simulated datasets to test hypotheses regarding blockchain’s
impact on CRM effectiveness. The results demonstrate significant improvements across all
dimensions: fraud reduction of 85%, data verification accuracy of 98%, only a modest 12%
increase in system latency (within operational thresholds), and a 92% improvement in
customer trust indices. These findings confirm blockchain’s ability to strengthen CRM
resilience against security threats, ensure tamper-evident data provenance, and foster greater
customer confidence. While the study highlights substantial benefits, it also acknowledges
limitations arising from simulated data and integration challenges such as scalability and
regulatory compliance. The research contributes to both theory and practice by offering
insights into blockchain-enabled CRM and providing a foundation for future empirical
investigations and real-world deployments.
Keywords: data security, decentralized systems, simulated datasets, smart contracts, trust
verification.