Value Co-creation as Key to Customer Satisfaction in Digital Services Sales

Rubén André Lorenzo ()
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Rubén André Lorenzo: Siemens Mobility AG

A chapter in Managing Industrial Services, 2021, pp 195-201 from Springer

Abstract: Abstract This chapter describes how Siemens Mobility, a leading provider of rolling stock and rail infrastructure, applies the concept of value co-creation to design and deliver superior customer solutions. The author provides a compelling rationale why sales practices must change with the digitalization of services. The principles and process steps of value co-creation are explained, before elaborating on the customer and provider benefits and risks underlying this innovative approach.

Keywords: Customer satisfaction; Digital services; Prototyping; Service sales; Value co-creation (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_16

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DOI: 10.1007/978-3-030-72728-4_16

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