Internet of Things for Customer Relationship Management (CRM) Software: Opportunities and Benefits

Sevidon Wang and Mahmonir Bayanati ()

Journal of Data Analytics, 2023, vol. 2, issue 1, 17-23

Abstract: Customer relationship management software has many advantages for different businesses and economic enterprises. Today, the Internet has become the main tool for information exchange, business, communication, and an integral part of daily life. Internet technologies have witnessed fundamental changes in the way of interaction over a decade. With new technology, objects are also connected to the Internet and with humans; Intelligent systems and data are interacting and exchanging. The Internet of Things will increase the maturity level of customer relationships and will have a profound impact on customer relationship management. This is because the huge data of the Internet of Things contains information about the customer, and textual inputs can greatly increase the capabilities of managing relationships with customers. Therefore, the future of customer relationship management will be provided by cognitive computing, big data analysis, and creating deep knowledge in organizations. In this paper, the vital features and opportunities, and benefits of CRM systems based on the Internet of Things have been examined.

Keywords: Customer relationship management; Internet of Things; customer relations; digital transformations (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:bao:jdaisn:v:2:y:2023:i:1:p:17-23:id:15

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