Digital Transformation of Business Portfolio Through DCRM

Domazet, Ivana (2018) Digital Transformation of Business Portfolio Through DCRM. In: Digital transformation: new challenges and business opportunities. Silver and Smith Publishers, London, pp. 214-235. ISBN 978-1-9993029-4-8

Text domazet.pdf - Published Version Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial No Derivatives. Download (190kB) | Request a copy

Abstract

For many years, the biggest challenge for managers is to improve the
competitiveness of Serbian companies. There is no universally applicable
solution, but there are common segments that, simultaneously, can achieve the
significant synergetic effect and improve business, especially in the
information and communication technology segment. Hence the aim of this
paper is to point out the significance of digitalisation of the business
environment and the implementation of modern information technologies, that
is, technologically advanced digital solutions within the business processes of
the company. A high level of sustainable competitive advantages is achieved
through a number of qualitative business improvements, where one of the most
important is Customer Relationship Management and its digital innovation
DCRM (Digital Customer Relationship Management). By implementing
DCRM the company improves its competitiveness through digitisation and
integration of communication channels, which leads to increased business
efficiency and reduced risk of wrong management decisions. Digital business
transformation and customer relationship management through digital
communication channels is a key step forward in improving microcompetitiveness
of companies.

Item Type:	Book Section
Additional Information:	COBISS.ID=512540002
Uncontrolled Keywords:	Digital transformation, Competitiveness, Information communication technologies (ICT), CRM (Customer Relationship Management), DCRM (Digital Customer Relationship Management)
Research Department:	Digital Economics
Depositing User:	Jelena Banovic
Date Deposited:	14 Feb 2019 14:27
Last Modified:	11 Jun 2020 07:11
URI:	http://35.240.28.64/id/eprint/1286
Author Links:	[error in script] No links available.

Actions (login required)

View Item