According to Gartner’s report, “CRM will be at the heart of digital initiatives in coming years as enterprises look to create more targeted interactions in a multichannel environment.”
And the basis for these initiatives will be Internet of Things (IoT) because IoT is not only affecting the way people interact with objects and things but also the way customers interact with brands. In this IoT era, marketers have several new options for enhancing customer service as well as experience. Some of them are:
- Real time marketing promotions
- On-demand pricing
- Next-generation customer service
- In-store experiences
- Extensive use of wearable devices
- The self-marketing products
For these initiatives, a sophisticated set of CRM tools like Parature, Geotoko and Aislelabs are also available.
In the nutshell, to deal with today’s digitally empowered customers, organizations are realizing the need to change their focus from products to services.
To know more, please read the following article by Frank Palermo, Senior Vice President, Virtusa, at cmswire.com: