The buzz around internet of things (IoT) has never been stronger. Of course, a lot of attention in the CRM industry is being paid to IoT, but for many, right now it is still a lot of lip service.
There are a lot of issues that can bar a successful combined IoT/CRM strategy. And the technical obstacles are only the beginning. After all, setting up a data feed into a CRM from a connected device or network isn;t all that hard. The hard part, really, is filtering the data so that it offers up not only insights, but actions CRM users can take to better the customer experience, advance customers along their journey, etc.
So, when building out a portion of your CRM strategy which includes connected devices, sensor data, etc. - be sure to take a long time to think of the use case, understand what contextual data will help make even more sense of the sensor data (pun intended?) and drive insightful action for the human at the other end of the screen.
5. By itself, sensor data is usually useless Sensor data is only ever useful when combined with that from other sensors and information about the wider context, said Wilcox, giving an example based on the train operator Teradata worked with. "Say an oil pressure sensor on a train temporarily exceeds a threshold value. Should we worry, or regard it as a blip?" he said. Determining whether the train is about to breakdown requires comparing the existing data to past sensor, operations, and maintenance data to look for correlations with previous failures. Even if the train operator could establish that the locomotive was on the verge of failure, that insight wouldn't be enough. They would also need to know whether the failure was imminent and whether it needed fixing en-route or could it wait until the train reaches its destination.