Work

Optimizing Customer Experience by Exploiting Real-Time Data Generated by IoT and Leveraging Distributed Web Systems in CRM Systems

Year: 2025

Type: article

Abstract: Integrating smart devices from the Internet of Things (IoT) with Customer Relationship Management (CRM) systems presents significant opportunities for enhancing customer experience through real-time data utilization. This article explores the technological frameworks and practical solutions for achieving seamless integration of IoT data within CRM platforms. By leveraging distributed Web systems, this study demonstrates how companies can improve scalability, responsiveness, and personalization in managing customer relationships. This paper outlines key architectural designs for distributed Web systems that ensure efficient real-time data processing while addressing challenges such as security, system integration, and the demands of analytics. This research provides insights into overcoming these challenges with strategies like load balancing, edge processing, and advanced encryption protocols. Results from simulations and practical implementations underscore the effectiveness of these approaches in optimizing operational efficiency and delivering hyper-personalized customer experiences. This study aims to bridge the gap between theoretical possibilities and real-world applications, offering actionable guidelines for organizations to fully leverage IoT-driven CRM systems.

Source: IoT

DOI: 10.3390/iot6020024

Authors: Marian Ileana, Pavel Petrov, Vassil Milev

Institutions: Universitatea Națională de Știință și Tehnologie Politehnica București, St. Cyril and St. Methodius University of Veliko Tarnovo

Language: English

Topic: IoT and Edge/Fog Computing

Subfield: Computer Networks and Communications

Field: Computer Science

Domain: Physical Sciences

SDG: Industry, innovation and infrastructure

Open Access status: gold

Estimated APC paid: $1,448