Excellent customer relationship management in B2B includes excellent service processes. In this area, too, digitization opens up new possibilities for networked and personalized customer experiences that are based on what Amazon & Co. sets as the standard in B2C.
There are many starting points and building blocks for optimized service processes in B2B: Self-service portals, chatbots, predictive analytics, innovative after-sales processes and spare parts management.
By using new technologies, touchpoints can be connected even better and the customer journey can be further optimized. In this way, new business models in service can be built up, which bring with them far-reaching potential through the use of AI and machine learning.
New business models in service
From manufacturer to service provider
Aftermarket & Spare Parts Business
IoT & Industrie 4.0
Circle of Participants
Head of Service Management
Head of Customer Service
Head of Aftersales