Consolidating Customer Relations Through Internet of Things

Posted By Anirudh Bhardwaj | 18-Oct-2018

Consolidating Customer Relations Through Internet of Things

For almost a year, Adobe had been working on its Cloud Platform with a sole aim to transform it into a high-end record-keeping system to collect and store customer data from Adobe Cloud as well as the external data sources. After months of development and weeks of testings, the company finally introduced its customer experience system of records that extracts customer data not only from the Adobe tools but from every external data source placed in its vicinity. Making it official at the Adobe Summit last week in Las Vegas, the company claims that this could be the ultimate customer experience construct that may revolutionize the world of marketing through Internet of Things.     


Well, of course, Adobe is not the only company that came up with this idea. The CRM giant, Salesforce is also working on a similar idea with its Sales, Marketing & Services cloud to build a multi-faceted Customer Experience system that can collect data from its nearby sources. As a matter of fact, the company spent a whopping sum of $6.5 billion lately to buy MuleSoft that will be added as a data integration layer to access customer information through the enterprise software. With all these tech giants competing to make a difference, it’s very likely that we may witness yet another data revolution. And guess what? IoT is going to be the most crucial part of this data revolution. Let’s find out how!

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The IoT Revolution

Internet of Things is rapidly changing the lifestyles of millions of people around the globe with its flabbergasting aspects and avant-garde features. As a matter of fact, IoT has already sparked the next data revolution with so many devices joining the network. For example, there are Smart Speakers like Apple HomePod, Amazon Echo and Google Home. All these devices let you interact with machines through voice commands and help you perform simple tasks like playing a song, send a text message, make a phone call etc. When connected with HomeKit accessories, you can also use these devices to control your home appliances. All this is made possible through the amalgamation of data with computing power and AI algorithms.   


And then, we have connected cars, much like the self-driving cars that interact with humans and take voice commands to drive through different locations, leaving a data trail in its wake.



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Building Customer Relationships Through IoT

The first step to building healthy customer relations is to give your customers exactly what they are looking for. For that, you must know the preferences of your customers and that’s when the importance of data comes in. So we have central data gathering systems that keep collecting user data based on their browsing history and this data is further used to provide them with a list of recommendations the next time they visit a website.  


This is exactly what Adobe and Salesforce are trying to do but in a slightly different manner. Part of what they are doing is pull in all the customer data in a record keeping system and then apply different levels of Machine Learning and Artificial Intelligence to help a company serve its customers better. It (the record keeping system) will be leveraging the power of IoT to extract the customer data from any source of information placed close to it. This data will further be used to build healthy customer relations.

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