Customer relationship management
Digital transformation and sustainable business model innovation
Bibliographic Data
| ID | 15068422 |
|---|---|
| Authors | Hermenegildo Gil-Gomez (0000-0002-7985-2454, Universitat Politècnica de València, corresponding author), Vicente Guerola-Navarro (0000-0002-0367-6319, Universitat Politècnica de València), Raul Oltra-Badenes (0000-0002-1522-8230, Universitat Politècnica de València), José Antonio Lozano-Quilis (0000-0002-7756-183X, Universitat Politècnica de València) |
| Year | 2020 |
| Volume | 33 |
| Issue | 1 |
| Pages | 2733-2750 |
| Publication date | 2020-01-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Economic Research-Ekonomska Istraživanja (JOURNAL) |
| Journal identifiers | ISSN: 1331-677X • E-ISSN: 1848-9664 |
| Publisher | Informa UK Limited (PUBLISHER • GB) |
| DOI | 10.1080/1331677x.2019.1676283 |
| OpenAlex | W3000794329 |
| Language | EN |
| Citations received | 16 |
| References cited | 66 |
The point of departure for this study is the understanding of customer relationship management (CRM) as a set of technological solutions key for efficient business management, the benefits of which, highlighted by previous works, are presented and defined here as crucial for entrepreneurial success. Of particular interest for this purpose are the existing studies on sustainability, which provide a viable research model to assess and validate the potential effect of each CRM component (sales, marketing, and services) on the three dimensions of sustainability (economic, environmental, and social). Upon confirmation of our hypotheses, the subsequent validation of such model should bring a better understanding of the way in which CRM-related benefits may increase the positive impact of its components on each dimension of sustainability. CRM can hence be considered a sort of Green IT, oriented toward digital transformation and sustainable business model innovation. Indeed, this research model may be the basis for a more specific methodology to measure the impact and benefits of applying CRM, understood, as we will contend, both in terms of sustainable business models and innovation
Business · Business model · Customer Relationship Management · Digital transformation · Knowledge management · Process management · Sustainability · Sustainable Business · Computer Science · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Technology Adoption and User Behaviour · Marketing
Shaping New Boundaries an Analytical Symphony on Technological Advancements in Corporate, Non-Profit Sectors and Social Entrepreneurship
Buttressing customer relationship management through digital transformation
An Empirical Study of the Relationship Between Digital Transformation and Customer Satisfaction
Why Engagement? The Role of Tourism Short Video in Driving Customer Engagement
The role of innovation in sustainable growth
Customer relationship management (CRM) and Innovation
Digital transformation adoption and its influence on performance
Does innovation drive customer relationship management performance? The case of Qatar
Digital transformation and green innovation performance
The Impact of Integrated Management System on the Organizational Excellence and Organizational Innovation
Research model for measuring the impact of customer relationship management (CRM) on performance indicators
Enterprise digital transformation and production efficiency
How do Internet applications affect process innovation in Chinese manufacturing companies
Expanding competitive advantage through organizational culture, knowledge sharing and organizational innovation
The role of leadership in sustainable digital transformation of the organization
The impact of social media use on the internationalisation of SMEs
Dynamic capabilities
The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships
Organizational Complexity and Innovation
Competing through service
Co‐creating unique value with customers
Innovativeness
Exploration and Exploitation in Organizational Learning
Leverage points for sustainability transformation
| Unique citing works | 16 |
|---|---|
| Citations per year | 3,2 |
| Citation span | 2021 - 2026 (6) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 16 |