Bringing Together the Power of CRM and IoT

1. Bringing Together the  Power of ​CRM​ and ​IoT    According to research carried out by Gartner, more than 25         billion devices will be connected by 2020. And, here we are,         already in 2020.                              As per Gartner's research, IoT forms a connection between         people-to-people, people-to-things, and things-to-things.             

2.   Apart from that, it also changes the way we live and           constantly transforms our surroundings. For example, it       expands the internet connectivity beyond the basic devices       like laptops, mobiles, etc. and even connects devices like         thermostats, our watches, etc.                                          With such larger capabilities, it can make a win-win       combination with CRM products. For example, ​Sugar CRM client portals help businesses serving their customers for       the better. Now, when you combine them and IoT together           it can help you in serving your customers in a better way.                                                   Mixing Automation for Ease: IoT changes the way we live, and Sugar CRM transforms the             way enterprises operate.       combination of these two can create. For example, this         synergy helping the environment       preventive functionalities to send alerts for future actions.       Such a system will notify customers in advance before they           come across any problem, provide a service or the solution         to the issues they might face. Additionally, it will decode the             buying pattern of the customer in real-time, helping the                                   Imagine     the   of     wonders   the         predictive                 and                          

3.   SugarCRM customer portal to include them in the right       marketing campaign.              IoT decodes the buying pattern of customers in real-time by         sharing data that help your staff members to use in the           SugarCRM client portal or application to find the correct         way of a marketing campaign.                                    The Possibilities Yes! You can integrate the "Internet of Things" with the           Sugar CRM client portal and its applications.            The following are the three vital components of IoT. They           will be generating huge benefits for various organizations:            ● Sensors  ● Wireless Internet Connectivity  ● Data Processing Capability  Recently, Gartner did a study on the drivers of CRM         applications. According to that study, the most important       attributes for CRM drivers are Mobile, Cloud, Big Data and         Social Networking. Not only this but they even stated that                                                      

4.   the Internet of Things is said to be the fifth driver after           these four.                  Let's understand that with an example.  Suppose, there is a hearing aid company. It has become           more advanced by introducing technology aspects. Now, it       is trying to bring innovative features in their product lists.                      Those features could be Long battery life, Bluetooth         compatibility, noise reduction. Not only this, but it is also     introducing products for controlling hearing aid devices       through smartphones.                                   

5.   Here is how the synergy of IoT and CRM can         work in the below scenarios:             A malfunctioning and needs replacement in a few days. So,       here IoT will help in notifying the status of the machine.           This will even help the staff to inform customers about the             issue actively and update them. Additionally, this will help         customers to replace the battery and will make sure that         they do not face issues while using the product.    customer's   hearing   aid's   instrument         battery               is                                         Considering the second scenario, a customer's hearing aid is       still under warranty and failing to work properly. Here, the         IoT will make sure that your staff comes to know about it             immediately. Your customer service representative can call       the customer and they can even get the failed hearing aid           replaced as it is under warranty.                                                          Due to some reason, if a customer is not using the new             features of the hearing aid, here IoT analytics will be helpful           to you. The analytics will send alerts and your support team           will reach out to your customers to ask them for training to           make them aware of those new features and they can start           using them.                                                              

6.   Wrapping it up: The IoT and CRM help you in the functioning of sales and             marketing in multiple ways. The real-time data generated by         IoT helps you to understand your customers in various         ways.                                  It helps you in knowing the usage of products, purchase             patterns of customers, understanding the opportunities for       cross-selling or upselling, etc. These aspects help your sales         team to understand and analyze the IoT generated data.                            Additionally, it will help you reduce the cost of market         research and your team can focus on potential users with           this data. Not only this but after studying important aspects             of these users, your staff can run a number of campaigns to             turn them into customers.                                            Source: ​Bringing Together the Power of CRM and IoT