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How information systems enable digital transformation
A focus on business models and value co-production
Juliane Stephan
January 05, 2025
Can your information systems do more than support operations—can they drive innovation, agility, and growth?
A recent study by HEC Paris and MINES ParisTech researchers explores how businesses navigate the digital economy by transforming value chains and evolving business models, with a focus on the strategic role of information systems (IS). The research draws insights from two contrasting case studies—Salesforce (a SaaS pioneer) and Rexel (a traditional distributor)—highlighting both shared challenges and unique approaches.
Key findings
Transformation of Value Chains:
Traditional linear chains are evolving into networked ecosystems.
Companies leverage partnerships and digital platforms to integrate services and create extended value propositions.
Role of Information Systems:
IS supports agility, enabling rapid innovation, customer engagement, and operational efficiency.
Advanced IT capabilities, inter-organizational systems, and value co-creation platforms are critical enablers
Shift to Customer-Centric Models:
Businesses are engaging customers as co-creators of value, fostering innovation and differentiation.
Personalized services and deep customer insights are becoming essential to stay competitive.
Case study comparison
Commonalities | Differences |
|---|---|
Both companies relied on IS to enable agility, enhance customer engagement, and foster value co-creation. | Salesforce’s model centers on a cloud-first, platform-driven approach, while Rexel adapts its physical distribution model by integrating digital capabilities. |
Digital platforms were central to creating and sustaining competitive advantages. | Salesforce’s strategy relies heavily on network effects and partner ecosystems, whereas Rexel focuses on operational efficiency and service differentiation. |
Learnings for corporate leaders
Collaborate Across Ecosystems: Build partnerships with customers and suppliers to co-create value.
Invest in Flexible IS Infrastructure: Ensure systems can scale with business needs and support ecosystem integration.
Emphasize Service Innovation: Shift from product-centric to service-enhanced offerings using digital platforms.
The study illustrates how different starting points and industry contexts shape digital transformation strategies while underscoring the universal importance of agility, customer-centricity, and robust IS capabilities.
Source Citation:
Delmond, Marie-Hélène and Coelho, Fabien and Keravel, Alain and Mahl, Robert, How Information Systems Enable Digital Transformation: A Focus on Business Models and Value Co‐Production (January 1, 2016). HEC Paris Research Paper No. MOSI-2016-1161 , Available at SSRN: https://ssrn.com/abstract=2806887