Cloud, social, mobile and big data technology have been primarily viewed as the drivers behind Customer Relationship Management (CRM). According to a Gartner report, they are now being joined by an emerging driver- the Internet of Things (IoT). According to Joanne M. Correia “CRM will be the heart of digital initiatives in the coming years”. In the report Gartner views that ioT, where sensors connect devices to the internet, create new services previously never considered. Gartner forecasts CRM market to reach $ 23.9 billion this year, with cloud revenue accounting for 49 percent. IoT joins cloud, social, mobile and big data to spur a critical need for more operational CRM, according to Correia. According to an article in Information Week, Gartner predicts that in 2020, there will be 7.3 billion smart phones, tablets and PCs in use- but about 26 billion IoT devices. IoT is driving CRM investments, because the use of cloud- connected intelligent devices is creating new business opportunities for marketing, sales and support executives. Read more at:
http://www.cio.com/article/2453781/big-data/big-data-as-a-driver-for-crm-investments.html