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Designing a digital tool concept for business-to-business dialogue using a customer-centric approach
[Concevoir un concept d’outil numérique pour le dialogue interentreprises en utilisant une approche orientée client]

Author

Listed:
  • Eliisa Sarkkinen

    (Haaga-Helia University of Applied Sciences [Helsinki, Finland])

  • Päivi Pöyry-Lassila

    (Laurea University of Applied Sciences - Laurea University of Applied Sciences)

Abstract

This article explores what customer-centricity is in a B2B service context, and reports the empirical case study and the resulting concept for a digital client relationship tool built by using service design and customer-dominant logic. To conclude, customer-centricity in the B2B context requires multi-directional interaction: understanding client's world and transforming their challenges and needs into a holistic system. The resulting concept forms a joint sphere for customer-centricity by empathizing and finding solutions to the B2B client's real-life problems.

Suggested Citation

  • Eliisa Sarkkinen & Päivi Pöyry-Lassila, 2020. "Designing a digital tool concept for business-to-business dialogue using a customer-centric approach [Concevoir un concept d’outil numérique pour le dialogue interentreprises en utilisant une appro," Post-Print hal-02890829, HAL.
    • Handle: RePEc:hal:journl:hal-02890829
    DOI: 10.15122/isbn.978-2-406-10604-3.p.0017
    as

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