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Value Co-creation as Key to Customer Satisfaction in Digital Services Sales

In: Managing Industrial Services

Author

Listed:
  • Rubén André Lorenzo

    (Siemens Mobility AG)

Abstract

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.

Suggested Citation

  • Rubén André Lorenzo, 2021. "Value Co-creation as Key to Customer Satisfaction in Digital Services Sales," Management for Professionals, in: Thomas Friedli & Philipp Osterrieder & Moritz Classen (ed.), Managing Industrial Services, edition 1, pages 195-201, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-030-72728-4_16
    DOI: 10.1007/978-3-030-72728-4_16
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