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


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


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

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.