Title: Digital customer order management enabled by the internet of things - an empirical validation

Authors: Samir Yerpude; Tarun Kumar Singhal

Addresses: Faculty of Management, Symbiosis International (Deemed University), Pune, Maharashtra, India ' Symbiosis Centre for Management Studies, Symbiosis International (Deemed University), Noida, India

Abstract: Cyber-physical system dictates the current Industrial Revolution 4.0. Characteristics such as small batches yet upholding the economies of scale are the future. Innovations such as internet of things (IoT) help collaborate between the physical and virtual environments. Isolation between the systems is avoided and comprehensive view gets generated with the real time data generated from the IoT landscape. Customer experience is the new brand and the survival of organisations is dependent on the same. Kotler (2003) has mentioned that the key to customer retention is customer satisfaction. Statistics reveal that existing customer base supports 60% of the future business therefore customer retention becomes vital for an organisation. Best prices, agility and connectedness are some of the fundamental expectations from today's customer. Globalisation led to a fierce war in the market and took competition to an altogether new level. Organisations leverage data collected from the customer, their orders, market etc. and finally links it to the suppliers.

Keywords: supply chain management; order management; digital order management; internet of things; IoT; customer order management.

DOI: 10.1504/IJPSPM.2022.119827

International Journal of Public Sector Performance Management, 2022 Vol.9 No.1/2, pp.71 - 89

Received: 01 Feb 2019
Accepted: 31 Dec 2019
Published online: 22 Dec 2021 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article