Customer relationship management (CRM) and Innovation: an empirical study about their impact on firm performance

[EN] Customer Relationship Management (CRM) represents one of the most rapidly expanding Information and Communication Technologies (ICTs), demonstrating significant growth in deployment rates and a profound impact on business outcomes through enhanced relationship management. This adoption process...

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Detalhes bibliográficos
Autores: Guerola-Navarro, Vicente|||0000-0002-0367-6319, Oltra Badenes, Raúl Francisco|||0000-0002-1522-8230, Gil Gómez, Hermenegildo|||0000-0002-7985-2454, Guzman-Duque, Alba
Formato: artículo
Fecha de publicación:2026
País:España
Recursos:Universitat Politècnica de València (UPV)
Repositorio:RiuNet. Repositorio Institucional de la Universitat Politécnica de Valéncia
Idioma:inglés
OAI Identifier:oai:dnet:riunet______::84b2271f463f8cdc7612aeef58ec669f
Acesso em linha:https://riunet.upv.es/handle/10251/236049
Access Level:acceso embargado
Palavra-chave:Customer Relationship Management
CRM
Firm Performance
Innovation
Construction
Multiple Regression
08.- Fomentar el crecimiento económico sostenido, inclusivo y sostenible, el empleo pleno y productivo, y el trabajo decente para todos
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spelling Customer relationship management (CRM) and Innovation: an empirical study about their impact on firm performanceGuerola-Navarro, Vicente|||0000-0002-0367-6319Oltra Badenes, Raúl Francisco|||0000-0002-1522-8230Gil Gómez, Hermenegildo|||0000-0002-7985-2454Guzman-Duque, AlbaCustomer Relationship ManagementCRMFirm PerformanceInnovationConstructionMultiple Regression08.- Fomentar el crecimiento económico sostenido, inclusivo y sostenible, el empleo pleno y productivo, y el trabajo decente para todos[EN] Customer Relationship Management (CRM) represents one of the most rapidly expanding Information and Communication Technologies (ICTs), demonstrating significant growth in deployment rates and a profound impact on business outcomes through enhanced relationship management. This adoption process is situated within the broader framework of Digital Transformation (DT), a transition currently being undertaken by Spanish industry in its pursuit of sustained competitive advantage. Indeed, the degree of DT maturity appears decisive for corporate survival within increasingly dynamic and competitive markets. Among the myriad Information Technology (IT) systems underpinning DT, this study focuses on CRM as a pivotal tool for customer knowledge management, now recognized as fundamental to commercial success. The objective is to evaluate which factors most significantly influence firm performance, specifically regarding both the cultural and technological implementation of CRM, whilst accounting for key complementary variables. This research provides an empirical validation of CRM¿s impact within the Spanish construction sector, a cornerstone of the national economy. The findings reveal a robust correlation between CRM utilization and innovative capacity; both elements prove instrumental in enhancing performance expectations and fostering sectoral development. Ultimately, this study substantiates the hypothesis that CRM is central to effective management within the realms of innovation and entrepreneurship, primarily through its contribution to superior firm performanceSpringer-VerlagDepartamento de Organización de EmpresasEscuela Técnica Superior de Ingeniería de TelecomunicaciónInstituto Universitario de Automática e Informática IndustrialEscuela Técnica Superior de Ingeniería IndustrialGrupo de Integración de Tecnologías de Información en las Organizaciones. ITIORepositorio Institucional de la Universitat Politècnica de València Riunet20262026-06-1120262026-06-1120272027-06-11journal articlehttp://purl.org/coar/resource_type/c_6501VoRhttp://purl.org/coar/version/c_970fb48d4fbd8a85info:eu-repo/semantics/articleapplication/pdfapplication/pdfhttps://riunet.upv.es/handle/10251/236049reponame:RiuNet. Repositorio Institucional de la Universitat Politécnica de Valénciainstname:Universitat Politècnica de València (UPV)Inglésengembargoed accesshttp://purl.org/coar/access_right/c_f1cfReserva de todos los derechoshttp://rightsstatements.org/vocab/InC/1.0/info:eu-repo/semantics/embargoedAccessoai:dnet:riunet______::84b2271f463f8cdc7612aeef58ec669f2026-06-13T07:49:27Z
dc.title.none.fl_str_mv Customer relationship management (CRM) and Innovation: an empirical study about their impact on firm performance
title Customer relationship management (CRM) and Innovation: an empirical study about their impact on firm performance
spellingShingle Customer relationship management (CRM) and Innovation: an empirical study about their impact on firm performance
Guerola-Navarro, Vicente|||0000-0002-0367-6319
Customer Relationship Management
CRM
Firm Performance
Innovation
Construction
Multiple Regression
08.- Fomentar el crecimiento económico sostenido, inclusivo y sostenible, el empleo pleno y productivo, y el trabajo decente para todos
title_short Customer relationship management (CRM) and Innovation: an empirical study about their impact on firm performance
title_full Customer relationship management (CRM) and Innovation: an empirical study about their impact on firm performance
title_fullStr Customer relationship management (CRM) and Innovation: an empirical study about their impact on firm performance
title_full_unstemmed Customer relationship management (CRM) and Innovation: an empirical study about their impact on firm performance
title_sort Customer relationship management (CRM) and Innovation: an empirical study about their impact on firm performance
dc.creator.none.fl_str_mv Guerola-Navarro, Vicente|||0000-0002-0367-6319
Oltra Badenes, Raúl Francisco|||0000-0002-1522-8230
Gil Gómez, Hermenegildo|||0000-0002-7985-2454
Guzman-Duque, Alba
author Guerola-Navarro, Vicente|||0000-0002-0367-6319
author_facet Guerola-Navarro, Vicente|||0000-0002-0367-6319
Oltra Badenes, Raúl Francisco|||0000-0002-1522-8230
Gil Gómez, Hermenegildo|||0000-0002-7985-2454
Guzman-Duque, Alba
author_role author
author2 Oltra Badenes, Raúl Francisco|||0000-0002-1522-8230
Gil Gómez, Hermenegildo|||0000-0002-7985-2454
Guzman-Duque, Alba
author2_role author
author
author
dc.contributor.none.fl_str_mv Departamento de Organización de Empresas
Escuela Técnica Superior de Ingeniería de Telecomunicación
Instituto Universitario de Automática e Informática Industrial
Escuela Técnica Superior de Ingeniería Industrial
Grupo de Integración de Tecnologías de Información en las Organizaciones. ITIO
Repositorio Institucional de la Universitat Politècnica de València Riunet
dc.subject.none.fl_str_mv Customer Relationship Management
CRM
Firm Performance
Innovation
Construction
Multiple Regression
08.- Fomentar el crecimiento económico sostenido, inclusivo y sostenible, el empleo pleno y productivo, y el trabajo decente para todos
topic Customer Relationship Management
CRM
Firm Performance
Innovation
Construction
Multiple Regression
08.- Fomentar el crecimiento económico sostenido, inclusivo y sostenible, el empleo pleno y productivo, y el trabajo decente para todos
description [EN] Customer Relationship Management (CRM) represents one of the most rapidly expanding Information and Communication Technologies (ICTs), demonstrating significant growth in deployment rates and a profound impact on business outcomes through enhanced relationship management. This adoption process is situated within the broader framework of Digital Transformation (DT), a transition currently being undertaken by Spanish industry in its pursuit of sustained competitive advantage. Indeed, the degree of DT maturity appears decisive for corporate survival within increasingly dynamic and competitive markets. Among the myriad Information Technology (IT) systems underpinning DT, this study focuses on CRM as a pivotal tool for customer knowledge management, now recognized as fundamental to commercial success. The objective is to evaluate which factors most significantly influence firm performance, specifically regarding both the cultural and technological implementation of CRM, whilst accounting for key complementary variables. This research provides an empirical validation of CRM¿s impact within the Spanish construction sector, a cornerstone of the national economy. The findings reveal a robust correlation between CRM utilization and innovative capacity; both elements prove instrumental in enhancing performance expectations and fostering sectoral development. Ultimately, this study substantiates the hypothesis that CRM is central to effective management within the realms of innovation and entrepreneurship, primarily through its contribution to superior firm performance
publishDate 2026
dc.date.none.fl_str_mv 2026
2026-06-11
2026
2026-06-11
2027
2027-06-11
dc.type.none.fl_str_mv journal article
http://purl.org/coar/resource_type/c_6501
VoR
http://purl.org/coar/version/c_970fb48d4fbd8a85
dc.type.openaire.fl_str_mv info:eu-repo/semantics/article
format article
dc.identifier.none.fl_str_mv https://riunet.upv.es/handle/10251/236049
url https://riunet.upv.es/handle/10251/236049
dc.language.none.fl_str_mv Inglés
eng
language_invalid_str_mv Inglés
language eng
dc.rights.none.fl_str_mv embargoed access
http://purl.org/coar/access_right/c_f1cf
Reserva de todos los derechos
http://rightsstatements.org/vocab/InC/1.0/
dc.rights.openaire.fl_str_mv info:eu-repo/semantics/embargoedAccess
rights_invalid_str_mv embargoed access
http://purl.org/coar/access_right/c_f1cf
Reserva de todos los derechos
http://rightsstatements.org/vocab/InC/1.0/
eu_rights_str_mv embargoedAccess
dc.format.none.fl_str_mv application/pdf
application/pdf
dc.publisher.none.fl_str_mv Springer-Verlag
publisher.none.fl_str_mv Springer-Verlag
dc.source.none.fl_str_mv reponame:RiuNet. Repositorio Institucional de la Universitat Politécnica de Valéncia
instname:Universitat Politècnica de València (UPV)
instname_str Universitat Politècnica de València (UPV)
reponame_str RiuNet. Repositorio Institucional de la Universitat Politécnica de Valéncia
collection RiuNet. Repositorio Institucional de la Universitat Politécnica de Valéncia
repository.name.fl_str_mv
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