Digitalization as an enabler of business model dynamics
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The purpose of the articles is to answer a research question related to the extent of the impact of digitalization on a business model (BM) of a focal company. An original primary, qualitative research has been conducted. It draws on multiple, in-depth case studies on a globally active B2B incumbent manufacturing companies that recently implemented a digital platform-based customer relationship management system. The data was gathered through participative observation and semi-structured interviews with system users and project leaders. The contribution of the research is in linking the business model dynamic change with a customer relationship management system (CRMS). It identifies the element HOW - value creation - as the mainly affected element of BM of the focal company.
KeywordsCustomer relationship management, Digitalization, Business Model Dynamics, Manufacturing Companies, B2B
Document typePeer reviewed
Document versionFinal PDF
SourceInternational Scientific Conference "Business and Management". 2020, p. 73-83.