B2B Service Management


22. October 2019 - 23. October 2019



Chausseestraße 30, 10115 Berlin, Germany


Phone: +49 30 311 6858-0



Project Networks GmbH

Phone: +49-30-6098 5090

E-Mail: mail@project-networks.com


Strategic realignment of service and after-sales processes

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.

Key Topics

  • New business models in service

  • From manufacturer to service provider

  • Aftermarket & Spare Parts Business

  • Smart Services

  • Field Services

  • Customer Experience

  • IoT & Industrie 4.0

  • Self-Service-Portale

Circle of Participants

  • Head of Service Management

  • Head of Customer Service

  • Head of Aftersales