Paper Title
Analyzing Perceptions of AI in CRM: A Comparative Study of Marketing Professionals and Consumer Sentiments

Abstract
This paper analyzes how marketing professionals perceive artificial intelligence (A.I.) in customer relationship management (CRM) systems. Through the analysis of YouTube data, it was confirmed that while marketing professionals remain positive about integrating A.I. into CRM, consumers are increasingly becoming critical of it. The Generative A.I. market in CRM is expected to grow from $19M in 2022 to $119.9M in 2032, primarily focused on lead generation and customer segmentation. Marketing professionals are focusing on "how" rather than "why," indicating that they are focusing on training on effective usage rather than presenting A.I.'s future blueprint. Keywords - Artificial Intelligence, Customer Relationship Management, Emotional Analysis, Keyword Analysis, Youtube Comments