Abstract :Customer relationship management, or CRM, is a term that refers to the process of giving consumers the services they require for a firm to succeed. The use of CRM software is also acknowledged as being beneficial and attainable in organising an organization's digital performance, which boosts the working process of the corporation with better business characteristics. The research philosophy employed for the specific issue, the study design chosen by the user, the technique of data collecting, and the research strategy have all been discussed. In addition, the researcher will decide on the sampling technique, and the inclusion and exclusion criteria, and do the final topic analysis based on the data gathered and interpretations. Several research methodologies have been used to investigate the subject issue. The interpretivism research philosophy, which is based on theoretical analysis, was employed by the researcher. The researcher has also employed secondary qualitative data collection techniques to obtain reliable data. It has been found that the use of CRM software is fundamentally required to be a part of the whole company process as an essential component of its strategy. Therefore, it can be argued that the administration of communication has been greatly changed and grasped with the quote concrete use of electronic commerce. As a result, the Internet of Things is used to better understand the business demands of potential consumers.

Keyword : Customer experience, customer relationship management, digital businesses, digital marketing social media marketing, e-commerce, IoT, online business, online customer.