Abstract Based on the relevant data from Chinese A-share listed companies from 2007 to 2021, this study systematically examines the impact and mechanism of digital transformation on customer relationship stability. Research has found that digital transformation of enterprises can significantly improve customer relationship stability. The mechanism analysis found that alleviating information asymmetry, enhancing product competitive advantage, and reducing business risks are key factors in improving customer relationship stability in enterprise digital transformation. Heterogeneity analysis found that the above effects are more prominent in private enterprises, smaller enterprises, enterprises with higher cross regional distribution of customers, enterprises with higher levels of customer digital transformation, and enterprises with greater customer dependence. Further research shows that in addition to stabilizing customer relationships, enterprise digital transformation can also enhance the stability of supplier relationships and significantly improve the level of collaborative innovation, sales revenue, and production efficiency of enterprise supply chains.
DING Yifan,CAO Huiping. Research on the Impact of Enterprise Digital Transformation on Customer Relationship Stability[J]. Chinese Journal of Management, 2025, 22(6): 1132-.
