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Strategic Insights: Navigating Digital Transformation And Customer-Centricity For Enhanced Business Success

Year 2023, Volume: 6 Issue: 2, 223 - 249, 31.12.2023
https://doi.org/10.55065/intraders.1393775

Abstract

This paper examines the impact of digital transformation and customer-centricity on the processes businesses use to create customer value in today's business world. It discusses the opportunities digital transformation presents to businesses and explores strategies for increasing customer value to achieve success in the current business environment. Additionally, the text offers practical illustrations of theoretical concepts using anecdotal evidence and real-life cases. Finally, through an analysis of emerging digital transformation trends and their potential benefits for companies striving to enhance customer value, it presents businesses with a strategic outlook.

Ethical Statement

Makalede sunulan tüm bilgiler ve veriler doğru ve güvenilir kaynaklardan elde edilmiştir. Bilgilerin manipülasyonu ya da çarpıtılması yapılmamıştır. Başkalarına ait çalışmalardan alıntı yapıldığında, uygun atıflar ve referanslar kullanılmıştır. Diğer çalışmalardan alınan fikirler ve bulgular açıkça belirtilmiştir. Makalenin yazarları, herhangi bir çıkar çatışmasına sahip değillerdir. Herhangi bir finansal, kurumsal veya kişisel çıkar, makalenin içeriğini etkilememiştir. Beyan ederim.

Supporting Institution

Bulunmamaktadır.

Thanks

Öncelikle bu çalışmaya değerli vakitlerini ayıracak olan editör kuruluna ve saygıdeğer hakemlere şimdiden teşekkür ederim.

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Year 2023, Volume: 6 Issue: 2, 223 - 249, 31.12.2023
https://doi.org/10.55065/intraders.1393775

Abstract

References

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  • Angevine, C., Keomany, J., Thomsen, J., & Zemmel, R. (2021). Implementing a digital transformation at industrial companies. McKinsey & Company.
  • Annamalah, S., Paraman, P., Ahmed, S., Pertheban, T. R., Marimuthu, A., & Venkatachalam, K. R. (2023). Exploitation, exploration, and ambidextrous strategies of SMEs in accelerating organizational effectiveness. Journal of Global Operations and Strategic Sourcing. Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JGOSS-08-2022-0090.
  • Arslan, I. K. (2020). The importance of creating customer loyalty in achieving sustainable competitive advantage. Eurasian Journal of Business and Management, 8(1), 11-20.
  • Aslam, F., Aimin, W., Li, M., & Ur Rehman, K. (2020). Innovation in the era of IoT and industry 5.0: Absolute innovation management (AIM) framework. Information, 11(2), 124.
  • Berman, S. J. (2012). Digital transformation: opportunities to create new business models. Strategy & leadership, 40(2), 16-24.
  • Bharadiya, J. P. (2023). Machine learning and AI in business intelligence: Trends and opportunities. International Journal of Computer (IJC), 48(1), 123-134.
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  • Bresciani, S., Ferraris, A., Romano, M., & Santoro, G. (2021). Building a digital transformation strategy. In Digital transformation management for agile organizations: A compass to sail the digital world (pp. 5-27). Emerald Publishing Limited.
  • Brincker, M. (2021). Disoriented and Alone in the “Experience Machine”–On Netflix, Shared World Deceptions and the Consequences of Deepening Algorithmic Personalization. SATS, 22(1), 75-96.
  • Butt, J. (2020). A conceptual framework to support digital transformation in manufacturing using an integrated business process management approach. Designs, 4(3), 17.
  • Ceesay, L. B. (2020). Building a high customer experience management organization: Toward customer-centricity. Jindal Journal of Business Research, 9(2), 162–175.
  • Chai, L., Duan, Y., & Huo, J. (2021). Pricing strategies for O2O business model considering service spillover and power structures. International Transactions in Operational Research, 28(4), 1978-2001.
  • Chan, J. O. P. (2020). Digital transformation in the era of big data and cloud computing. Int. J. Intell. Inf. Syst, 9(3), 16.
  • Chen, C. L., Lin, Y. C., Chen, W. H., Chao, C. F., & Pandia, H. (2021). Role of government to enhance digital transformation in small service business. Sustainability, 13(3), 1028.
  • Chen, L., Dai, Y., Ren, F., & Dong, X. (2023). Data-driven digital capabilities enable servitization strategy——From service supporting the product to service supporting the client. Technological Forecasting and Social Change, p. 197, 122901.
  • Christie, J., & Soe, Y. (2022). Ideas for Spotify Customization: Enhancing the User’s Experience. In International Conference on Human-Computer Interaction (pp. 18-25). Cham: Springer International Publishing.
  • Cleary, S., & McLarney, C. (2021). How Logistics Is Evolving: Why It Is Appropriate for Today and the Next Decade. IUP Journal of Supply Chain Management, 18(1).
  • Coman, D. M., Ionescu, C. A., Duică, A., Coman, M. D., Uzlau, M. C., Stanescu, S. G., & State, V. (2022). Digitization of accounting: The premise of the paradigm shift of the role of the professional accountant. Applied Sciences, 12(7), 3359.
  • Diem, P. T., Vu, N. T., Dung, H. T., Bien, B. X., & Duc, P. M. (2021). Customer Care and Customer Relationship Maintenance at Ministop, Family Mart, and CoopSmile in Vietnam. International journal multidisciplinary research and growth evaluation, 2(4), 744-751.
  • El Hilali, W., El Manouar, A., & Idrissi, M. A. J. (2020). Reaching sustainability during a digital transformation: a PLS approach. International Journal of Innovation Science, 12(1), 52-79.
  • Enholm, I. M., Papagiannidis, E., Mikalef, P., & Krogstie, J. (2022). Artificial intelligence and business value: A literature review. Information Systems Frontiers, 24(5), 1709-1734.
  • Fischer, M., Imgrund, F., Janiesch, C., & Winkelmann, A. (2020). Strategy archetypes for digital transformation: Defining meta objectives using business process management. Information & Management, 57(5), 103262.
  • Foltean, F. S., & van Bruggen, G. H. (2022). Digital Technologies, Marketing Agility, and Marketing Management Support Systems: How to Remain Competitive in Changing Markets. In Organizational Innovation in the Digital Age (pp. 1-38). Cham: Springer International Publishing.
  • Fountaine, T., McCarthy, B., & Saleh, T. (2019). Building the AI-powered organization. Harvard Business Review, 97(4), 62–73.
  • Gil-Gomez, H., Guerola-Navarro, V., Oltra-Badenes, R., & Lozano-Quilis, J. A. (2020). Customer relationship management: digital transformation and sustainable business model innovation. Economic research-Ekonomska istraživanja, 33(1), 2733-2750.
  • Godina, R., Ribeiro, I., Matos, F., T. Ferreira, B., Carvalho, H., & Peças, P. (2020). Impact assessment of additive manufacturing on sustainable business models in industry 4.0 context. Sustainability, 12(17), 7066.
  • Guinan, P. J., Parise, S., & Langowitz, N. (2019). Creating an innovative digital project team: Levers to enable digital transformation. Business Horizons, 62(6), 717-727.
  • Gupta, S., Leszkiewicz, A., Kumar, V., Bijmolt, T., & Potapov, D. (2020). Digital analytics: Modeling for insights and new methods. Journal of Interactive Marketing, 51(1), 26-43.
  • Gurbaxani, V., & Dunkle, D. (2019). Gearing up for successful digital transformation. MIS Q. Executive, 18(3), 6.
  • Guttentag, D., Smith, S., Potwarka, L., & Havitz, M. (2018). Why tourists choose Airbnb: A motivation-based segmentation study. Journal of Travel Research, 57(3), 342-359.
  • Hasfar, M., Militina, T., & Achmad, G. N. (2020). Effect of customer value and customer experience on customer satisfaction and loyalty PT meratus samarinda. International Journal of Economics, Business and Accounting Research (IJEBAR), 4(01).
  • Hawkins, D. L., & Hoon, S. (2019). The impact of customer retention strategies and the survival of small service-based businesses. Available at SSRN 3445173. 1–24.
  • Hoyer, W. D., Kroschke, M., Schmitt, B., Kraume, K., & Shankar, V. (2020). Transforming the customer experience through new technologies. Journal of interactive marketing, 51(1), 57-71.
  • Hussain, K., Jing, F., Junaid, M., Zaman, Q. U., & Shi, H. (2021). The role of co-creation experience in engaging customers with service brands. Journal of Product & Brand Management, 30(1), 12–27.
  • Ivančić, L., Vukšić, V. B., & Spremić, M. (2019). Mastering the digital transformation process: Business practices and lessons learned. Technology Innovation Management Review, 9(2). 36-50. http://doi.org/10.22215/timreview/1217.
  • Kamath, P. R., Pai, Y. P., & Prabhu, N. K. (2020). Building customer loyalty in retail banking: a serial-mediation approach. International Journal of Bank Marketing, 38(2), 456–484.
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There are 86 citations in total.

Details

Primary Language English
Subjects Business Administration
Journal Section Articles
Authors

Paşa Gültaş 0000-0003-1215-3509

Early Pub Date January 1, 2024
Publication Date December 31, 2023
Submission Date November 21, 2023
Acceptance Date December 26, 2023
Published in Issue Year 2023 Volume: 6 Issue: 2

Cite

APA Gültaş, P. (2023). Strategic Insights: Navigating Digital Transformation And Customer-Centricity For Enhanced Business Success. InTraders International Trade Academic Journal, 6(2), 223-249. https://doi.org/10.55065/intraders.1393775