Digital Transformation for Enhancing Customer Value: Insights from Five Calabrian SMEs

Abstract

The paper analyzes the effects of digital transformation on the social sustainability of Italian small and medium enterprises (SMEs), focusing on the evolving relationship with customers and the potential for enhancing value creation for them. Following a literature review on digital transformation among SMEs, the paper examined five Calabrian SMEs across various sectors using a methodological framework incorporating multiple case studies. Specifically, semi-structured interviews and questionnaires were conducted. Secondary sources such as company websites and financial and non-financial reports were consulted to verify the data’s accuracy. The findings indicate that, for the chosen SMEs, digital tools enhance the innovation of their business models by establishing new distribution channels and innovative methods for creating and delivering value to customers. The analysis also offers theoretical, practical, managerial, and social implications.