The influence of IoT on CRM. Conditions and possibilities in B2C markets

The digitalisation pictures the most incisively change in human lives after the industrialisation. It enables the rapid transfer of complex information content necessary for the conduct of business and private transactions. Especially the interconnectivity between objectives, the "Internet Of Things" (IoT), has a massive impact on how people use digital products. It determines the direction of communication between companies and their (potential) customers.

What is the status quo of IoT? How can it be used in Customer-Relationship-Management (CRM)? The author of the book at hand offers answers to those questions and explains how IoT can be used properly by companies to unfold its potential. He shows how the combination of IoT and CRM can lead to a bright future for the B2C market.


- Internet of Things;
- Customer Relationship Management;
- Customer Decision Journey;
- Return in Investment;
- Marketing;
- Customer Lifetime Value;