Developing a Customer Value Oriented Digital Servitization Strategy: A Case Study of Komatsu

Junichi Tomita ()
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Junichi Tomita: Toyo University, Department of Business Administration

Chapter Chapter 5 in Digital Transformation of Supply Chains, 2026, pp 127-142 from Springer

Abstract: Abstract This chapter examines a customer value oriented digital servitization strategy for smart, connected products. While Japanese companies may appear to lag behind their foreign counterparts, some effectively leverage their technological strengths, smart product development, and digital transformation (DX) to gain a competitive edge. Using Komatsu Ltd. as a case study, this chapter explores a DX-driven digital servitization strategy. Komatsu emphasizes customer touchpoints, collects extensive data through monitoring, uploads it to the cloud, analyzes it with AI, and proposes manufacturing and service solutions. Through Komtrax and ICT-enabled (ICT) construction machineries, Komatsu promotes Smart Construction, optimizing processes with IoT and big data to create customer value. By prioritizing customer touchpoints, data collection, solution optimization, and customer satisfaction, Komatsu exemplifies a robust value creation strategy.

Keywords: Digital servitization; Smart; Connected product; Customer value creation (search for similar items in EconPapers)
Date: 2026
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DOI: 10.1007/978-3-032-01206-7_5

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