IDEAS home Printed from https://ideas.repec.org/a/taf/reroxx/v33y2020i1p2733-2750.html
   My bibliography  Save this article

Customer relationship management: digital transformation and sustainable business model innovation

Author

Listed:
  • Hermenegildo Gil-Gomez
  • Vicente Guerola-Navarro
  • Raul Oltra-Badenes
  • José Antonio Lozano-Quilis

Abstract

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.

Suggested Citation

  • Hermenegildo Gil-Gomez & Vicente Guerola-Navarro & Raul Oltra-Badenes & José Antonio Lozano-Quilis, 2020. "Customer relationship management: digital transformation and sustainable business model innovation," Economic Research-Ekonomska Istraživanja, Taylor & Francis Journals, vol. 33(1), pages 2733-2750, January.
  • Handle: RePEc:taf:reroxx:v:33:y:2020:i:1:p:2733-2750
    DOI: 10.1080/1331677X.2019.1676283
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/1331677X.2019.1676283
    Download Restriction: Access to full text is restricted to subscribers.

    File URL: https://libkey.io/10.1080/1331677X.2019.1676283?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to

    for a different version of it.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:reroxx:v:33:y:2020:i:1:p:2733-2750. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/rero .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.