Customer data collection with Internet of Things

Abstract

The purpose of this paper is to present the potential of Internet of Things (IoT) for customer data collection for Customer Relationship Management (CRM) systems. The Internet of Things technology finds numerous applications in company operations ranging from scheduling production tasks to supporting marketing activities. This article discusses the possibility of using Internet of Things to collect customer data. Examples have been presented that will allow detection of some dependencies between the use of this technology and the quality of received data, which may be subjected to analyses, inter alia, in the CRM system. There are also examples of solutions that can be successfully used by enterprises that want to process and analyse data about their clients and have difficulty in obtaining this data.

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

“…IoT and Big Data might help to design products and services, on the basis of consumers' consumption experiences ( Bojanowska, 2019 ; Chang et al, 2014 ; Erevelles et al, 2016 ; Gao and Bai, 2014 )…”

“…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 )…”