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Customer relationship management: digital transformation and sustainable business model innovation
| Content Provider | Scilit |
|---|---|
| Author | Gil-Gomez, Hermenegildo Guerola-Navarro, Vicente Oltra-Badenes, Raul Lozano-Quilis, José Antonio |
| Copyright Year | 2020 |
| Description | 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. |
| Related Links | https://www.tandfonline.com/doi/pdf/10.1080/1331677X.2019.1676283?needAccess=true |
| Ending Page | 2750 |
| Page Count | 18 |
| Starting Page | 2733 |
| ISSN | 1331677X |
| e-ISSN | 18489664 |
| DOI | 10.1080/1331677x.2019.1676283 |
| Journal | Economic Research-Ekonomska Istraživanja |
| Issue Number | 1 |
| Volume Number | 33 |
| Language | English |
| Publisher | Informa UK Limited |
| Publisher Date | 2020-01-01 |
| Access Restriction | Open |
| Subject Keyword | Journal: Economic Research-ekonomska Istraživanja Information and Library Science Customer Relationship Management Sustainability Green It Common Goods Customer Knowledge Management Innovation M15 M21 M31 O33 |
| Content Type | Text |
| Resource Type | Article |
| Subject | Economics and Econometrics |
