Chapter 24. The Impact of the Internet of Things on Social CRM

Most (if not all) of an organization’s products and services will be connected to the Internet in the future. These connections form a key part of the Internet of Everything (IOE) and its more important counterpart, the Internet of Things (IOT). Let’s start with some definitions.

Internet of Everything

The IOE is a back-office term and vision coined by Cisco, the worldwide leader in networking that transforms how people connect, communicate, and collaborate. The IOE can be defined as a global system of interconnected computer networks, sensors, actuators, and devices all using the Internet protocol that holds so much potential to change people’s lives (and that it is often referred ...

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