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Published in:
2018 | OriginalPaper | Chapter
An In-depth Analysis of Customer Knowledge Management for Servitization
Author : Tim Posselt
Published in: Organizational Competence for Servitization
Publisher: Springer Fachmedien Wiesbaden
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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.