Gartner Research

Three Immediate Impacts on CRM Now That Customers Live Among the Internet of Things

Published: 29 October 2014

ID: G00271271

Analyst(s): Jenny Sussin

Summary

The Internet of Things presents application leaders supporting CRM with new opportunities and risks. While application leaders must plan for the future of the IoT on CRM, this research outlines three of today's impacts that command attention.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • Hundreds of devices and objects will be digitally enabled to engage on behalf of their owners for sales and service activities
  • Increased individualized and environmental customer data will be available to organizations via connected devices
  • Customers will accept privacy violations of their sensory data only up to a point — determining that threshold is difficult

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