Publication detail

Customer Solutions Management (CSM) Empirical Model based on European Machine Building Sector Experience

CHLEBOVSKÝ, V.

Original Title

Customer Solutions Management (CSM) Empirical Model based on European Machine Building Sector Experience

Type

journal article in Web of Science

Language

English

Original Abstract

There can be seen growing demand for customized solution offers prepared by companies on both B2B and B2C markets. While this approach is well developed in some B-2-B sectors it is not that often in majority of B2C markets. Rapid technology development within past years gives more and more possibilities to increase production flexibility in more and more production sectors. This will lead in increasing level of product customization shortly. Purpose of this article is to introduce an empirical model of Customer Solutions Management that has been created based on long term experience in machine building sector within European Union. The experience is documented by qualitative case study research performed in five European companies involved in product supply chain within the machine building sector from component production through distribution to machine building. Selected companies represent range of sizes from large global corporation to micro business. The research was performed in period of years 2012 to 2015 by observations and in-depth interviews with all level managers in all researched companies. Prior to this qualitative research also a research through secondary data in publications was performed to analyze the sector in complexity. The research proves increasing demand for individualized product solutions from customers.

Keywords

customer solutions, relationship marketing, product customization, market orientation, product management, machine building sector, solution management

Authors

CHLEBOVSKÝ, V.

Released

22. 12. 2016

Publisher

Kaunas University of Technology

ISBN

1392-2785

Periodical

Engineering Economics

Year of study

27

Number

5

State

Republic of Lithuania

Pages from

586

Pages to

593

Pages count

8

URL

https://inzeko.ktu.lt/index.php/EE/article/view/14491

Full text in the Digital Library

http://hdl.handle.net/11012/204296

BibTex

@article{BUT130758,
  author="Vít {Chlebovský}",
  title="Customer Solutions Management (CSM) Empirical Model based on European Machine Building Sector Experience",
  journal="Engineering Economics",
  year="2016",
  volume="27",
  number="5",
  pages="586--593",
  doi="10.5755/j01.ee.27.5.14491",
  issn="1392-2785",
  url="https://inzeko.ktu.lt/index.php/EE/article/view/14491"
}