Internet of Behavior – The Transformation of Customer Relationship Management in Logistics
Adrijana Agatić, Edvard Tijan, S. Aksentijević, Andreja Pucihar · 2023
The Internet of Behavior (IoB) is an evolution of the Internet of Things (IoT), which is already widely used in logistics. In addition to the technology and data aspect, IoB also includes behavioral science to track and analyze behavioral patterns. By using IoB, logistics companies can provide not only more reliable but also more flexible services, enabling better insight into customer behavior patterns and changing market conditions in real-time. The IoB can enable logistics companies to streamline Customer Relationship Management (CRM). In this paper, the authors research the potential of IoB to transform CRM in logistics. Therefore, the authors analyze the main features of IoB and current trends in logistics CRM. The focus of this paper is to analyze how the application of IoB could transform logistics CRM (from the aspect of predictive services, automation, CRM processes, CRM software and security strategies).