In this chapter, a new view (a circular process view) of solutions is introduced to help product companies to cocreate sustainable solutions with their customers. Derived from this new view, the required distinctive capabilities for organizing sustainable customer solutions are elaborated. They are (1) understanding the customer’s actual and ongoing needs, (2) organizing responsive systems integration, (3) ensuring continuous customer value creation, and (4) sustaining the solution in the network.
Huang, L. (2018), "Creating and Delivering Sustainable Customer Solutions: On Organizing Capabilities in the Era of Servitization", Andersson, P., Axelsson, B. and Rosenqvist, C. (Ed.) Organizing Marketing and Sales, Emerald Publishing Limited, pp. 223-239. https://doi.org/10.1108/978-1-78754-968-520181014Download as .RIS
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