IDEAS home Printed from https://ideas.repec.org/a/ids/ijbenv/v11y2020i3p275-297.html
   My bibliography  Save this article

Adjusting customer journey mapping for application in industrial product-service systems

Author

Listed:
  • Shaun West
  • Oliver Stoll
  • Marika Østerlund
  • Petra Müller-Csernetzky
  • Felix Keiderling
  • Christian Kowalkowski

Abstract

The sales process and the project execution in industrial product-service systems are often complicated, particularly for capital equipment with a long-operational life where there are different actors responsible for the different transactions over the whole lifecycle. This is often further complicated as the supplier is not directly selling to the 'end customer'. The introduction of digital solutions around the product-service system brings an additional channel for interactions. This paper describes how customer journey mapping can support building relationships in a B2B environment for both sales and execution over the operational life of equipment and examine both the products and the services offered throughout the entire journey. Three industrial B2B cases from different segments were investigated. Each journey was mapped, and personas or empathy maps created for each of the key actors. From the cross-case analysis and customer journey mapping a process is derived that provides improved support for industrial firms with customer journey mapping.

Suggested Citation

  • Shaun West & Oliver Stoll & Marika Østerlund & Petra Müller-Csernetzky & Felix Keiderling & Christian Kowalkowski, 2020. "Adjusting customer journey mapping for application in industrial product-service systems," International Journal of Business Environment, Inderscience Enterprises Ltd, vol. 11(3), pages 275-297.
    • Handle: RePEc:ids:ijbenv:v:11:y:2020:i:3:p:275-297
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=110911
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijbenv:v:11:y:2020:i:3:p:275-297. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=69 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.