Dear Eniya Kulshreshtha,

as sources of information about IoT-based CRM, I would recommend:

• Reinhold Decker, Christian Stummer: Marketing Management for Consumer Products in the Era of the Internet of Things; Advances in Internet of Things, July 2017

https://file.scirp.org/pdf/AIT_2017063011373547.pdf

https://doi.org/10.4236/ait.2017.73004

• Samir Yerpude, Dr. Tarun Kumar Singhal: „Internet of Things based Customer Relationship Management - A Research Perspective“; International Journal of Engineering & Technology, 7 (2.7), April 2018; DOI: 10.14419/ijet.v7i2.7.10860

https://www.researchgate.net/publication/324156169_Internet_of_Things_based_Customer_Relationship_Management-A_Research_Perspective

Best regards

Anatol Badach

See also:

• Mohammad Rizvi: Implications of Internet of Things (IoT) for CRM

http://customerthink.com/implications-of-internet-of-things-iot-for-crm/

• Dinesh Khedkar: Internet of Things and Customer Relaonship Management; Whitepaper

https://www.lntinfotech.com/wp-content/uploads/2018/04/IOT-Internet-of-Things-and-Customer-Relationship-Management.pdf

the IoT in general is how everything ( like people, machine, objects, etc) can connect together via the Internet, it make the life more easier and faster than before.

It is used in several different fields and applications like industry, smart home , in the cars connections, etc.

In term of CRM( Customer Relationship Management) it provides some services one of them is in the health part: the customer can get his/her diagnostic information automatically without going to the hospital, can also get the appropriate medicine and recommendation for solving his/her heart's problems

and a lot of services you can get more details from this following link :

http://customerthink.com/implications-of-internet-of-things-iot-for-crm/

I guess in CRM the ethical dimension of the IOP is of dominant importance. There are frameworks out taking this dimension into consideration. See for example: "Ethical Design in the Internet of Things" Published 2018 in Science and Engineering Ethics, DOI:10.1007/s11948-016-9754-5