Internet of Things based Customer Relationship Management – A Research Perspective

Abstract

Objectives: To study the impact of Internet of things (IoT) on the Customer Relationship Management process and evaluate the benefits in terms of customer satisfaction and customer retention. Methods: An extensive literature review was conducting wherein the constructs of CRM and IoT are studied. Various preliminary information on IoT and CRM system along with the components of Digital enablers have been evaluated. References from research papers, journals, Internet sites, statistical data sites and books were used to collate the relevant content on the subject. The study of all the relevant scenarios where there is a possible impact of IoT origin real time data on CRM was undertaken. Findings: Customer demands are continuously evolving and it is very relevant for all the organizations to align and keep pace with the change. Organizations need to be customer centric and agile to the changing market scenarios. Evaluation of the trends in mobile internet vs desktop internet was also conducted to validate the findings. Application: The usage of real time data emerging out of the IoT landscape has become a reality with the data transmitted over the Internet and consumed by the CRM system. It improves the control on the customer relationship function helping the organizations to operate within healthy and sustained profit

Internet of Things and Big Data as enablers for business digitalization strategies

“…IoT devices can strengthen traditional digital platforms (i.e., customer experience platforms, information systems platforms, ERP, data analysis platforms), as well as connect physical resources for the purposes of monitoring, optimizing, controlling, and evaluating performance ( Bojanowska, 2019 ; Castro et al, 2012 ; Hodapp et al, 2019 ; Yerpude and Tarun Kumar Singhal, 2018 )…”

“…Real-time data production allows managers to make real-time decisions and modify production processes or services based on market loads or expectations Yerpude and Tarun Kumar Singhal, 2018 …”

Avaliação da Qualidade de Sistemas de CRM

“…[Al-Weshah et al, 2018, Colombo & Francalanci, 2004, Lin, 2003, Tang & Lee, 2015, Yerpude & Singhal, 2018 e Ekinci et al, 2007] • Análise multidimensional de forma analítica. [Bose et al, 2006, Chien et al, 2015, Colombo & Francalanci, 2004, Hong & Kim, 2007, Lin, 2003 e Yerpude & Singhal, 2018] • Análise de clientes e de mercado / concorrência de forma segmentada. [Chien et al, 2015, Colombo & Francalanci, 2004 e Lin, 2003] • Gerência de bases de conhecimento internas e externas.…”

Survey on Identity and Access Management for Internet of Things

“…We believe that this approach does not address the dynamicity of IoT, and only allows the creation of simple authentication and authorization methods, which may not fit all applications. With more complex relationships and contextual information, the IAMs can better comprehend the device and user behavior, enabling the IAM to use more information to differentiate normal and abnormal behaviour [114]. We suggest that IAMs must go towards graph databases, which is a database that uses graph structures to represent and store data [115].…”