**1. Introduction**

In the last 25 years, as a rapidly developing discipline, knowledge management (KM) has become the utmost important source for organizations that aim to raise efficiency, innovation, and hence the competitive abilities [1, 2]. During this period, the theory of knowledge management has also been developing [3] due to the recognition of knowledge as a fundament for competitiveness and the key to business success [4].

Handzic [5] defined the fundamental purpose of knowledge management as collecting, organizing, and processing knowledge into a form that is useful to all employees. An important role of knowledge management is shown in applications that exist in the organizations, such as intranet, enterprise resource planning systems (ERP), and customer relationship management systems (CRM). Such applications store transactions and customer data for business

decision‐making processes [6]. With launching the Web 2.0 and social media, these processes are running outside the organization [7]. According to the fast adoption of the social media platforms and mobile applications in the last 10 years, organizations have faster (in real time) and easier access to the knowledge that is created in human living environment [2]. The Internet transformation of the digital industry is still in progress; the artificial intelligence, big data, and connectivity indicate the certainty of a new round of digital revolution [8].

The concept of Industry 4.0 has launched the fourth technological revolution, which is based on the concepts and technologies that include cyber‐physical systems, the Internet of Things (IoT) and the Internet of Services (IoS). Industry 4.0 is based on perpetual communication via Internet that allows a continuous interaction and exchange of information, not only between humans and machines, but also between the machines themselves [9]. This communication interaction influences the establishment knowledge management 4.0. The trend of the social customer relationship management (social CRM) for an emergent concept that integrates classical customer relationship management (CRM) and social media is leading toward the establishment of a communication channel for the continuous exchange of information about the needs and individual situations in real time to e‐retailers, healthcare, manufacture, housekeeping, coworkers, customers themselves, energy suppliers, etc. [10].

This chapter has focused on better understanding of the impact of the Internet of Things on organizational changes in knowledge‐intensive organizations. The contribution of the article is mainly conceptual.
