Sentiment Analysis in Customer Relationship Management: Enhancing ERP Systems with Natural Language Processing

This study explores the integration of Natural Language Processing (NLP) based sentiment analysis into Customer Relationship Management (CRM) systems within Enterprise Resource Planning (ERP) environments. The proposed methodology involves developing a sentiment analysis module using deep learning techniques and integrating it with CRM systems to enhance customer insights. The model achieved an accuracy of 89.2%, with balanced performance metrics. Analysis of customer feedback revealed 50% positive, 30% negative, and 20% neutral sentiments. The system demonstrated efficient real-time processing capabilities, with an average response time of 200 milliseconds for 10,000 entries. These results highlight the potential of NLP in enhancing CRM functionalities and driving improved business outcomes.