Seybold Report ISSN: 1533-9211
Dr. Asiya Jabeen
Assistant Professor in Commerce, Indira Priyadarshini Government Degree College for Women, Nampally, Hyderabad, Email: asiyacom.ipgdc@gmail.com
Dr. V. Vidya Chellam
Assistant Professor, Department of Management Studies, Directorate of Distance Education,
Madurai Kamaraj University, Madurai, Tamil Nadu, Email: vvidyachellam@gmail.com
Dr. S. Praveenkumar
Assistant Professor, Centre for Tourism and Hotel Management, Madurai Kamaraj University, Madurai, Tamil Nadu, Email: s.praveenkumarus@gmail.com
Mr. Parvez Alam Khan
Head, Department of Commerce, Sophia Evening College, Palace Road, Bangalore.
Email: talktoparvez@gmail.com
Dr. M. Irudhayaraj
Junior Assistant, TBML College (Affiliated Annamalai university), Porayar post Tharangambadi, Tamil Nadu, Email: irudhayaraj31@gmail.com
Vol 17, No 10 ( 2022 ) | Licensing: CC 4.0 | Pg no:2113-2125 | Published on: 28-10-2022
Abstract
Customers are becoming more and more interested in the Internet of Things (IoT) and are willing to pay for it. According to studies, there will be more than 30 billion linked devices by 2020, and the market for IoT platforms would reach $7.6 billion by 2024. The goal of this essay is to identify potential benefits of IoT data to improve customer relationships (CRM). Based on qualitative data, an empirical investigation has been carried out study techniques with twelve specialists in CRM or innovation marketing in 2020 who have already involved in IoT initiatives for the retail sector. The outcomes show that businesses will be able to that it is possible to predict the customer's behaviour by helping to more precisely satisfy the customer's wants examining produced data Additionally, most businesses only need to establish a standardised CRM system as a result of their ignorance of software development and interface possibilities. In this manner individual IoT data collection can be combined with previously obtained data from all other channels. This alignment creates a comprehensive awareness of the customer's needs, desires, and acquired goods and services will be purchased, marketing efforts can be directed appropriately.
Keywords:
Customer-centered approach, Internet of Things, and customer relationship management.