Factors Influencing the Use of the Internet of Things (IoT) to Enhance Customer Relations and Customer Experience

Abstract

Enhancing the customer relation has been considered critical cornerstone for successful organization and it plays a vital role in different business contexts and sectors. Further, it can improve the entity’s status and profiles. With the respect of the Internet of Things (IoT), a new shift in the paradigm among different business fields is based on the premise of interconnected devices with customer relations. IoT supports and underpin the businesses in several ways and methods include improving public safety, transport, and healthcare through providing more reliability and accurate information to enhance communication and relations. In this paper, an aim to address the impact of the IoT implementation on enhancing customer relations. There are many key factors while implementing IoT such as cost-savings, self-configuration, robotics, and operations management. On other hand, a few negative aspects may influence the implementation of IoT, include privacy and security threats, interoperability, dependability, insufficient infrastructure, and less experienced IT experts. The industrial and business sectors may benefit from implementing IoT by addressing adoption-associated concerns about customer relations. The current paper pursues to develop a research framework to adopt effective customer relationships using IoT in the organizations. Also, the study proposed a framework to impact user experience using IOT which adds more light on a set of Factors that influencing customer experience.