Challenges of Customer Education: Discussion from an Organizational and from an Information Systems Perspective

Elisa Landmann, Frank Schirmer, Florian U. Siems () and Mariam Bellger ()
Additional contact information
Elisa Landmann: Technische Universität Dresden
Frank Schirmer: Technische Universität Dresden
Florian U. Siems: Technische Universität Dresden
Mariam Bellger: Technische Universität Dresden

A chapter in Marketing.Neu.Denken, 2026, pp 593-604 from Springer

Abstract: Abstract Increasingly complex products and services, as well as the continuing trend of customer participation in service creation processes, reinforce the need for companies to provide customers with the necessary stimulus, knowledge and skills so that they can obtain and/or use said products and services in a value-adding manner. This is where the customer education approach starts. This paper outlines the challenges of customer education and its implementation: We present a discussion from an organizational and from an information systems perspective, with a particular focus on the potential implementation of chatbots.

Keywords: Customer education; Implementation; Relationship marketing; Organizational theory; Information technology; Chatbots (search for similar items in EconPapers)
Date: 2026
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-658-49371-4_24

Ordering information: This item can be ordered from
http://www.springer.com/9783658493714

DOI: 10.1007/978-3-658-49371-4_24

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().