Better Together: IoT and CRM for the Manufacturing Industry

IoT and CRM

IoT and CRM: Better Together 

IoT is the connection of devices via the internet, while CRM is the collection of customer data through data mining with the purpose of providing useful insight into customer behavior for marketing and sales purposes. Since we know that CRM requires data, combining it with IoT is a perfect match. IoT devices will collect information and send it to the CRM system, where it will be analyzed and used for process improvement. With the empowerment of IoT, CRM helps to manage relationships with the customer and facilitates in achieving the goal of an organization.

Embracing The Wave of Change

With distribution channels and sales models in flux, manufacturers recognize the importance of building relationships with their customers. As a result, they are investing in CRM systems to streamline customer communication, manage sales territories, analyze sales data, and enable the entire organization to service the customer on the customer’s terms.

The advent of IoT is creating new opportunities to incorporate this technology with CRM in the manufacturing sector. IoT-enabled devices collect vast amounts of data from various sources, including machines, sensors, and supply chain systems. By integrating this data with their CRM, manufacturers are gaining valuable insights into customer behavior and preferences and enabling marketers and sellers to make more informed decisions about product development, marketing strategies, and sales opportunities.

The use of hybrid sales models, combining both online and offline channels, and mixing inside sales with field sales, is increasingly prevalent in the manufacturing sector. CRMs can provide crucial tools to manage these channels with omnichannel communication and ensure a frictionless customer experience (CX) across all touchpoints.

Get Closer to Your Customer with an IoT CRM Strategy

The IoT revolution has created an unprecedented opportunity for manufacturers to forge deeper connections with their customers. By integrating IoT data into their CRM systems, manufacturers can deliver valuable insights to their marketers, sellers, and services about how their products are being used, enabling them to provide more personalized and proactive customer support.

For instance, manufacturers can use IoT data to monitor the performance of their products in real-time, identifying potential issues before they become critical. By proactively reaching out to customers with maintenance suggestions or product updates, manufacturers can demonstrate their commitment to customer success and build long-lasting relationships.

Additionally, IoT data can help manufacturers’ sellers and marketers identify potential upsell or cross-sell opportunities, based on customers’ usage patterns and preferences. Armed with this information, sales teams can approach customers with targeted offers that are more likely to resonate and lead to increased revenue.

SugarCRM’s infrastructure partner, Amazon Web Services, has an extensive toolset to collect and analyze IoT information streams and to deliver the data to CRM systems such as Sugar. The combined powerful simplicity of SugarCRM and Amazon Web Services (AWS) unlocks a fast track to not only an omnichannel response but AI-powered engagements as well. Together, companies can:

  • Control, analyze and optimize marketing nurtures in real-time.
  • Leverage valuable AWS components seamlessly inside Sugar Solutions to deliver smarter, faster customer experiences.
  • Enable proactive customer service with dynamic, personalized experiences on the channels your customers prefer.
  • Provide cutting-edge computing services that go way beyond basic hosting, such as machine learning, omnichannel, and serverless computing resources.

Want to learn more about the unique partnership between SugarCRM and Amazon? Watch our recent webinar, “Building AI-Powered Omnichannel Experiences”. 

Christian Wettre
Christian Wettre Committed to helping customers grow revenue and improve processes related to sales and marketing, Christian Wettre is the SVP & General Manager of the Sugar platform. A dedicated professional with a team mentality, he strives every day to make a difference for customers.

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