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In today’s digital era, people, objects and devices are connected via the internet. Consequently, a humongous amount of data is generated daily, which when processed and analyzed can provide valuable insights, which in turn can be leveraged for informed decision making. Today, ground-breaking technologies like IoT (Internet of things) has completely transformed the way people think, behave and work. IoT, which is simply an ecosystem of interconnected devices that communicate with each other while operating independently helps in performing various operations such as identifying, analysis and control mechanisms. In fact, real-time insights gained through IoT can prove to be beneficial for businesses in several ways.   

Since customer satisfaction is a prominent factor that influences the growth of an evolving business, businesses are trying to make the most of this innovative technology by integrating their CRM platforms with it. While IoT helps in driving meaningful insights across various departments including marketing, sales and customer service, the combined power of IoT and CRM can augment efficiency and visibility, which in turn will help the business respond to customer needs in real-time. 

To provide customers with improved customer service, businesses are leveraging the IoT Cloud platform for providing businesses with a complete and integrated view of customer behavior by helping connect a large number of sensors, applications, devices, etc. with billions of events. This is where you might need the support of a Salesforce consultant.  

How does the Salesforce IOT cloud Work?  

The Salesforce IoT cloud platform, which is powered by Thunder is designed to provide personalized CRM experiences to customers. This immensely scalable platform binds data from sales, service and marketing clouds and processes it to provide businesses with insights regarding customer behavior so that they can engage with them in a more relevant way. In other words, businesses can now provide their customers with the services and features they have been looking for.  

Let’s take a quick look as to how the integration of Salesforce IoT cloud with your company’s CRM can take your business to new heights:  

Informed Sales & Marketing Efforts:The two departments which benefit most by the integration of IoT and CRM are the sales and marketing department. While salespeople can cultivate a better rapport with their prospects by gaining insights from data gathered by IoT devices, marketing professionals will have the necessary information regarding customer preferences and needs to create ground-breaking strategies for brand promotion.  

Enhanced Customer Services: The amalgamation of IoT with CRM paves way for businesses to provide superior customer service, which leaves your customers happy and satisfied. By pre-determining the real-time issues of their customers, businesses can create efficient plans to prevent their customers from suffering any type of hassles, their reputation, as well as public relations.  

Updated Pricing Models: By integrating IoT with a CRM system, businesses can position their brand in the market with a competitive pricing model.This becomes possible due to insights gained from live data streaming.  

To Sum Up:  

With Customer expectations constantly evolving, it becomes mandatory to take steps that can provide your business an edge over your competitors. By integrating IoT with your business CRM, you will be able to gain significant insights regarding customer needs and preferences, which in turn can be leveraged to satisfy your customers and maneuver you from the competition. To make the most of your CRM, it makes sense to integrate your CRM with the IoT system for which you may get in touch with a reputed Salesforce consulting company.   

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IoT and CRM, the buzz words of the 21st century, are now a reality and would soon bring the great industrial revolution across the world. With the advancements in technology and the internet, it’s not only humans who are connected via the internet, but also the devices which are getting connected through this marvel technology.

 IoT(internet of things) as a game-changer is becoming a crucial technology in different industries and integrating innovative ways to bring success to an organization.

As per a report by Gartner, there will be around 20 billion IoT devices by 2020.

IoT and CRM

IoT is the connection of the devices via internet while CRM is the collection of customer’s data through data mining, giving useful insight into the customer behavior for segmenting the market and targeting the campaign effectively. With the empowerment by IoT, CRM helps to manage relationships with the customer and facilitates in achieving the goal of an organization.

As per another report by Gartner, CRM will be the heart of the digital initiatives for many years to come.

Who mainly benefits from CRM?

  • Small businesses looking for rapid growth: CRM can take off the burden from the IT management team by automating the business process. It further helps the employees to keep the focus on the critical areas which needs human intervention.
  • Top industry leaders looking for large scale solutions: It simplifies and improves the complex engagements with a customer. Some of the top-level executives like CEOs, CIOs, CMOs require advanced tools to streamline the business and technical process of an organization and with a wide range of CRM tools it can be scaled to meet the requirements of any organization.

It should be acknowledged that with IoT, CRM can evolve to a much developed and advanced version of the technology. The combination can help in making sense of the past enterprise data, and connecting it with the real-time data through the “devices.” The combined technology can help all the departments across the organization, be it sales, marketing, or customer service.

Find out some of the best results which businesses can achieve through this integration:

1. Optimized customer service:

Have you ever thought of, fixing the errors before the customer notices it!!!!

No product in the market is entirely error-free. For a marketer, it is a nightmare when a customer complains about their product and that too on a widely-used social media platform. It can hurt a company’s reputation as negative publicity spreads fast like the wildfire of Amazon. This scenario can be easily evaded with predictive analysis, and with the right integration of CRM and IoT. It helps to push away the major lapses, which can demotivate a customer in purchasing further services or products of the same brand.

 Majority of the manufacturers are already reaping the benefits of connecting their CRM with the IoT devices. As they are partly responsible if a product does not provide the service as per the expectations of a customer, they can make the product 100% efficient with the right collection of the customer data and the product specifications needed by the customer.

Customer service as one of the essential support to generate high revenue for the organization needs an advanced version of the technology, which helps to understand the customer with the right information.  IoT with CRM is a perfect guide in this circumstance as it is the right combination of technology and customer relationship management process of the organization.

 As businesses vie up for the same customer, the one providing the best and optimized customer service will be surely a winner in this race.

2. Increased sales:

The consumer market has evolved over the years, and customers are highly valuing service over others, before making the final decision. An efficient service, which involves providing precise solutions to the business challenges of the customers at the right time, significantly improvises the business process and increase sales.

An increasing number of organizations are leveraging IoT technology to increase sales opportunities.

3. Next-generation CX: Customer experience (CX) is the sum of the customer journey throughout the business cycle with your organization. IoT and CRM pave the path for the next-generation CX as the IoT related data which provide predictive analysis enables proactive support leading to some of the best customer experiences. By using customer information on the location, preference, status, and others, the problem can be predicted and resolved at the right time.

4. Omnichannel in-store experience: CRM and IoT can provide an immersive and omnichannel in-store experience. Store owners can know what the customer is looking for, what are his preferences, etc. It would also help in suggesting the products which the customer might purchase.

5. Customer retention: As CRM provides the complete customer data, it can help in better understanding of your customers. The IoT data and customer data build up a unique combination in streamlining the marketing approach and targeting the existing customer. The whole process helps to retain the existing customer, a challenge in the current market scenario.

What are the benefits of IoT and CRM integration?

It influences customer engagement to a great extent and provides:

  • A higher degree of personalization
  • Molding of the marketing process
  • Helping to change the prices as per the demand
  • Higher revenue and sales for the organization
  • Increased customer satisfaction

Conclusion:

 As an organization, one can discover advanced ways of connecting with the customers, when IoT and CRM are enabled to work together as a connected enterprise.

 IoT is the new channel which holds great promise for CRM. The small and mid-sized businesses, along with the large enterprises equally, could reap the benefits of this amalgamation. The interaction of the devices with intelligent systems opens up a complete new world for delivering personalized services and exceptional support.

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