Hyper-Personalization as a Customer Relationship Management Tool in a SMART Organization

Purpose: The purpose of this publication is to attempt to determine the applicability of the basic assumptions of the CSR (Corporate Social Responsibility) and CSV (Creating Shared Value) concepts in the process of building marketing strategies, their types and the use of marketing-mix tools. Design/methodology/approach: In achieving the objective, a method of critical analysis of national and international literature relating to these issues (CSR and CSV concepts) was used. Findings: The concepts of CSR and CSV can be applied to the marketing strategies of companies. This applies in particular to the organization of marketing in the enterprise, its mission, the selection of markets, the establishment of the buyer segment and the marketing-mix tools. There should be an extension of the marketing cell within the enterprise, which is responsible for creating the marketing strategy and incorporating shared value into the marketing-mix policy. The selection of buyer segments from the point of view of social needs will make it possible to create the company’s offer in the form of shared economic-social value and to include companies from local markets in its creation and distribution channels. Changes to product policy are also needed, which should include the creation of shared-value products. Research limitations/implications: Difficulties in understanding the distinctiveness of the concepts of CSR and CSV by companies. Further research should focus on these problems and the actions taken by companies as a result of these concepts. Practical implications: These include proposals to broaden the scope of marketing research conducted by companies and to focus their product innovation policies on products that create shared value. Originality/value: The text presents issues rarely discussed in the marketing literature on the need for companies to take into account in their marketing strategies changes in the environment, related legislation, the needs of local communities, high levels of buyer education and increasing consumer requirements towards product suppliers.