Gene

Marketing

Transformation (genetics)

World Wide Web

Ecology

Pure mathematics

Biology

Sustainability

Electronic business

Dimension (graph theory)

Set (abstract data type)

Biochemistry

Computer science

Business model

Business

Process management

Mathematics

sort

Customer relationship management

Sustainable business

Information retrieval

Business transformation

Chemistry

Programming language

Knowledge management

Digital transformation

Business relationship management

Economic Research-Ekonomska Istraživanja

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.

Customer relationship management: digital transformation and sustainable business model innovation