Customer Relationship Management and the Value Network

Philipp Osterrieder ()
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Philipp Osterrieder: University of St.Gallen

A chapter in Managing Industrial Services, 2021, pp 115-133 from Springer

Abstract: Abstract Excelling in the service business means excelling in understanding and managing customer demands. In contrast to an engineering-oriented reactive, transaction-based, value-in-exchange product business, developing and selling services successfully necessitate the change to a proactive relationship with continuous collaboration and value delivered in-use. Consequently, the company-customer touchpoints increase dramatically, requiring the manufacturer to establish a sophisticated CRM and professionalizing customer-facing operations. Additionally, a manufacturer’s relationships to other actors in the value network change due to the transition to a service provider. Depending on whether a company relies on a direct sales approach or on distribution partners, several dimensions require a different level of attention. This chapter, thus, sets out to discuss the most trending topics in the realm of CRM and value networks for servitizing manufacturers.

Keywords: Customer relationship management; Distribution; Indirect sales; Platforms; Service network (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-030-72728-4_9

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DOI: 10.1007/978-3-030-72728-4_9

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