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By implementing IoT in CRM solutions, organizations can provide optimum service buttressed by predictive maintenance capabilities. As IoT can generate real-time contextual data, organizations can also get data on customers’ problems regarding their products.
For instance, consider a customer who has overheating issue with his laptop. With IoT, overheating of the laptop can be easily identified by the vendor allowing it to extend preemptive service before the issue snowballs into something serious.
With this level of connectivity, organizations can also obtain a lot of insights about a customer's needs, experiences et cetera, which can be a valuable driver in offering superior services. Additionally, IoT data also provides a higher level of transparency between a consumer and a brand, providing a symbiotic relationship for both of them.
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