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Customer agility in the modern automotive sector: how lead management shapes agile digital companies

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  • Giacosa, Elisa
  • Culasso, Francesca
  • Crocco, Edoardo

Abstract

In this study, the impact of customer agility and digitalisation in restructuring an automotive company and its daily operations was explored. Drawing on agility literature, we provide an empirical case study with the purpose of exploring how agility and digital transformation interconnect with one another. Our research confirms the importance of a digital mindset, flexible and agile company structure, and extensive digital skills for digital transformation. Furthermore, modern automotive companies must leverage strong IT infrastructures to maintain massive data gathered daily, both online and offline.Theoretically, our research highlights the interplay between digitalisation and customer agility and contributes to said literature stream, as it supports existing theories on organisational traits that favour agility and digitalisation. Specifically, this study extensively reveals how IT systems allow companies to interact with their environments quickly, manage real-time data streams and adapt accordingly. In practice, this study can serve as the best example for managers and practitioners, especially considering the context in which it occurred. In addition, the automotive industry is, until now, one of the most active, competitive and ever-changing sectors. Finally, this study's limitation lies within its scope; its implications may not be generalised since it focuses on the automotive industry.

Suggested Citation

  • Giacosa, Elisa & Culasso, Francesca & Crocco, Edoardo, 2022. "Customer agility in the modern automotive sector: how lead management shapes agile digital companies," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
    • Handle: RePEc:eee:tefoso:v:175:y:2022:i:c:s0040162521007939
    DOI: 10.1016/j.techfore.2021.121362
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    Cited by:

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    2. Guo, Bin & Zhang, Jiale & Tan, Ziyan, 2024. "Firm digitalization as strategic response: An integrated model based on the awareness-motivation-capability (AMC) framework," Technological Forecasting and Social Change, Elsevier, vol. 205(C).
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    4. Xiao Han & Yang Zheng, 2022. "Driving Elements of Enterprise Digital Transformation Based on the Perspective of Dynamic Evolution," Sustainability, MDPI, vol. 14(16), pages 1-19, August.
    5. Jaroslava Kádárová & Laura Lachvajderová & Dominika Sukopová, 2023. "Impact of Digitalization on SME Performance of the EU27: Panel Data Analysis," Sustainability, MDPI, vol. 15(13), pages 1-19, June.
    6. Agag, Gomaa & Shehawy, Yasser Moustafa & Almoraish, Ahmed & Eid, Riyad & Chaib Lababdi, Houyem & Gherissi Labben, Thouraya & Abdo, Said Shabban, 2024. "Understanding the relationship between marketing analytics, customer agility, and customer satisfaction: A longitudinal perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    7. Alfiero, Simona & Battisti, Enrico & Ηadjielias, Elias, 2022. "Black box technology, usage-based insurance, and prediction of purchase behavior: Evidence from the auto insurance sector," Technological Forecasting and Social Change, Elsevier, vol. 183(C).
    8. Dra. Lizbeth Beltrán Lugo, 2023. "Analysis of advertising media in automotive dealerships in Guasave, Sinaloa, México," Technium, Technium Science, vol. 10(1), pages 51-62.

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