An In-depth Analysis of Customer Knowledge Management for Servitization

Autor:	Tim Posselt
Rok vydání:	2017
Předmět:	Customer knowledge Knowledge management Customer advocacy Process management business.industry Value proposition Customer needs Portfolio business Customer intelligence Competence (human resources) Customer knowledge management
Zdroj:	Organizational Competence for Servitization ISBN: 9783658200954
DOI:	10.1007/978-3-658-20096-1_6
Popis:	The findings of the studies undertaken in part IV and part V of this dissertation indicate that customer knowledge plays a paramount role for the achievement of organizational competence for servitization. As servitizing firms offer more and more customized and relational value propositions, the in-depth understanding of individual and often latent customer needs becomes ever more important. Not only is such knowledge about the customer vital for the focusing of the service portfolio, it also affects the servitizing firm’s ability to develop and sell services in collaborative processes with the customer.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::79ff6a8b1f4a935ecbba12fd393fa002 https://doi.org/10.1007/978-3-658-20096-1_6 Zobrazit plný text záznamu