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Die Reise in das digitale Servicebusiness

In: Services Management und digitale Transformation

Author

Listed:
  • Manfred Botschek

    (Vorstand AFSMI e. V.)

Abstract

Zusammenfassung Begeistert von den Potenzialen der Digitalisierung, entwickelt ein junger Produktmanager einen digitalen Service. Zusammen mit seinem Chef und Geschäftsführer macht er sich auf den Weg, mit diesem Service ein neues Geschäftsmodell zu starten und das Maschinenbauunternehmen von einer rein produktorientierten in eine kundenzentrierte und serviceorientierte Firma zu wandeln. Dabei entdecken sie Herausforderungen in allen Prozessen, Systemen und beim Personal. Sogar eine neue Rolle wird implementiert, die des Customer Success Managers. Im zweiten Teil des Artikels werden die wichtigsten Schritte aus der Praxis beschrieben, die für den Wandel in das digitale Servicebusiness notwendig sind.

Suggested Citation

  • Manfred Botschek, 2021. "Die Reise in das digitale Servicebusiness," Springer Books, in: Kai Altenfelder & Dieter Schönfeld & Wolfgang Krenkler (ed.), Services Management und digitale Transformation, chapter 0, pages 179-201, Springer.
    • Handle: RePEc:spr:sprchp:978-3-658-33975-3_11
    DOI: 10.1007/978-3-658-33975-3_11
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