R3 – Resilient, Regional, Retail: Implementation of SusCRM Approach within a Local Retail Platform

Abstract

Current consumption patterns in offline and online retailing pose challenges in terms of sustainability aspects such as overcoming the last mile, and product-related and energy-related environmental impacts. In the last decades, customers have changed their mindset from money to sustainability which includes e-Commerce neglecting the greenhouse gas emissions which is linked to the last mile delivery. Alternative choices of delivery method and individual mobility are resulting in different emissions. To bridge the gap this work investigates how to apply a SusCRM (Sustainability Customer Relationship Management) to a local retail platform to meet both customer expectations and sustainable and conscious consumption. An overview of potential incentive systems for implementation within a local e-marketplace is presented.