Internet of Things is a big paradigm shift. It is the future and CRM is at heart of it.

1. Internet of Things & The Future of CRM

2. Overview
• According to Cisco, there will be 50 billion devices
connected to the Internet by 2020.
• Companies would like to mine this data to get insights
about consumer behavior.
• This is where CRM software will play an instrumental
role in empowering companies to deal with today’s
digitally savvy customers.
• Internet of Things presents both a challenge and an
opportunity.
• But first let’s try to understand what is meant by the
buzzword ‘Internet of Things’.

3. What Is The “ Internet of Things ”?
• Oxford Dictionary defines it as “a proposed development
of the Internet in which everyday objects have network
connectivity, allowing them to send and receive data.”
• Everyday objects, from wearable devices such as smart
watches to household appliances such as refrigerators to
automobiles, will be equipped with sensors capable of
connecting to the internet, creating a fully connected
world.
• These devices will both send and receive data and share
updates via the Internet with other devices.

4. How Internet of Things will impact the
realm of CRM?
• IoT has injected
new life into CRM.
Client
Retention
Complaint Free
Customer Service
Real-time Analytics
Customized Marketing Promotions
Adjust Prices according to Demand
• With the
advancements in IoT,
CRM is all set to
change the business
landscape.

5. • Get real-time data about the availability of products and
use it to your advantage by changing the prices
instantaneously.
• Lower the prices to get an edge over your competitors.
• Similarly, you can increase prices when demand far exceeds
the supply.
1. Adjust Prices according to Demand

6. 2.Customized Marketing Promotions
• Learn which customers are interested in purchasing your
products and design your marketing campaigns and
promotions keeping their tastes and preferences in mind.
• This will increase the efficiency and result in the desired
ROI since you won’t be targeting customers who show little
to no interest in your product.

7. 3.Real-time Analytics
• IoT can deliver real-time results regarding marketing
campaigns, competitor prices and promotions.
• This will enable the marketing and sales teams to quickly
adapt to the prevailing market trends.

8. 4.Complaint Free Customer Service
• Since devices will be connected to the internet at all times,
you can automatically detect malfunctions and take the
necessary action.

9. 5.Improve Customer Retention
• IoT can be leveraged to track customer behavior.
• Instead of the customers reaching out to you, your
customer support team should reach out to them to
determine any dissatisfaction on their part.
• Discounts or special offers can be made to encourage them
to stay loyal with your brand.

10. Conclusion
• Internet of Things is a big paradigm shift.
• It is the future and CRM is at the heart of it.
• Any business that wants to invest in its
customers should incorporate this rising
trend into their CRM system.

11. Do you still have any questions about how CRM can
leverage Internet of Things?
Contact us and we will be delighted to assist you.
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