Value Co-creation as Key to Customer Satisfaction in Digital Services Sales
Value Co-creation as Key to Customer Satisfaction in Digital Services Sales
复制标题
价值共同创造是数字服务销售中客户满意度的关键
DOI：
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发表时间：
2021
期刊：
影响因子：
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通讯作者：
Rubén André Lorenzo
中科院分区：
文献类型：
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作者：
Rubén André Lorenzo
本章描述了西门子移动，一家领先的铁路车辆和铁路基础设施供应商，如何应用价值共同创造的概念来设计和提供卓越的客户解决方案。作者提供了一个令人信服的理由，为什么销售实践必须随着服务的数字化而改变。在详细说明这种创新方法背后的客户和提供者的利益和风险之前，解释了价值共同创造的原则和过程步骤。
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.