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Customer Relationship Management and the Value Network

In: Managing Industrial Services

Author

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  • Philipp Osterrieder

    (University of St.Gallen)

Abstract

Excelling in the service business means excelling in understanding and managing customer demands. In contrast to an engineering-oriented reactive, transaction-based, value-in-exchange product business, developing and selling services successfully necessitate the change to a proactive relationship with continuous collaboration and value delivered in-use. Consequently, the company-customer touchpoints increase dramatically, requiring the manufacturer to establish a sophisticated CRM and professionalizing customer-facing operations. Additionally, a manufacturer’s relationships to other actors in the value network change due to the transition to a service provider. Depending on whether a company relies on a direct sales approach or on distribution partners, several dimensions require a different level of attention. This chapter, thus, sets out to discuss the most trending topics in the realm of CRM and value networks for servitizing manufacturers.

Suggested Citation

  • Philipp Osterrieder, 2021. "Customer Relationship Management and the Value Network," Management for Professionals, in: Thomas Friedli & Philipp Osterrieder & Moritz Classen (ed.), Managing Industrial Services, edition 1, pages 115-133, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-030-72728-4_9
    DOI: 10.1007/978-3-030-72728-4_9
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