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Internet of Things and Customer Relationship Management
In earlier days, the focus of Customer Relationship Management (CRM) was to reduce the cost around customer acquisition, retention, and servicing them. While the current CRM focus is also around reducing the cost, it has now become more about providing quality of service to customers. Companies are looking to retain their existing customers, and while they now have realtime integration, also through social media, with CRM applications, customers are looking for next level of services. They are expecting quick response and resolution to their problems However, what if, we are providing predictive and preventive actions by alerting our customers in advance, before they face the problem and providea service or solution to the issues they might face in the near future?
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