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2025 | OriginalPaper | Chapter

Digital CRM: From Disruption to Business Model

Author : David Laux

Published in: CRM Goes Digital

Publisher: Springer Fachmedien Wiesbaden

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Abstract

This article explains how customer behavior and digitalization act as disruptors for markets and businesses and how they change the way communication, services, and customer relationships function in this day and age. In examples, Laux explains how these changes can be used to innovate business models and get closer to customers.

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previous chapter The Digitalization of Customer Contact in Healthcare

next chapter Using Customer Data and Feedback to Optimize Products and Services

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Moorman C (2021) The transformation of marketing: emerging digital, social, and political trends. https://cmosurvey.org/wp-content/uploads/2021/02/The_CMO_Survey-Highlights_and_Insights_Report-February-2021.pdf Accessed: 5.10.2022

Roser M, Ritchie H, Ortiz-Ospina E (2015) “Internet” https://ourworldindata.org/internet Accessed: 5.10.2022

Statista (2021) Number of smartphone subscriptions worldwide from 2016 to 2021, with forecasts from 2022 to 2027. https://www.statista.com/statistics/330695/number-of-smartphone-users-worldwide/ Accessed: 5.10.2022

Title: Digital CRM: From Disruption to Business Model
Author: David Laux
Publisher: Springer Fachmedien Wiesbaden
Book: CRM Goes Digital
Print ISBN: 978-3-658-45797-6

Electronic ISBN: 978-3-658-45798-3

Copyright Year: 2025
DOI: https://doi.org/10.1007/978-3-658-45798-3_18

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