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

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 examines how data generated by IoT devices, when processed and shared across Distributed Web Systems, enables CRM platforms to improve both responsiveness and personalization. By continuously analyzing real-time information about customer interactions, behaviors, and preferences, companies can adapt their offerings to meet individual needs proactively, delivering highly customized services that anticipate and satisfy customer demands. The study provides a detailed framework for integrating IoT data within CRM systems, focusing on the technological architecture necessary for seamless data flow, improved system scalability, and efficient data management. Furthermore, it highlights the critical role of distributed computing in enabling the processing power required for managing large-scale data from IoT devices. This paper also addresses various challenges, such as data security concerns, the complexity of system integration, and the demand for real-time analytics, offering practical solutions and innovative strategies to overcome these obstacles and fully leverage IoT data for optimizing customer relationships.