TY  - CONF
A1  - Schacht, Maximilian
A1  - Schuh, Günther
A1  - Frank, Jana
A2  - IEEE, 
T1  - The digital shadow of customers in the manufacturing industry
T2  - [Proceedings] 2021 8th Swiss Conference on Data Science (SDS)
N2  - Through data-based insights into customer behavior, products and service offers can be improved. For manufacturing companies, smart product-service systems (SPSS) offer the possibility to collect customer data during the usage phase of the product. As the focus on customer analytics is too often on sales and marketing, SPSS are overlooked as a source of customer data. However, manufacturing companies need to integrate data from all interactions with their customers along the complete customer journey to achieve a holistic data-based view of the customers. To identify these interactions and the customer data derived from them, the concept of a digital shadow will be applied to the customer journey. The projected results for the presented work in progress are a reference process model for the customer journey in manufacturing and a data model of the customer data created along this process.
KW  - customer data
KW  - smart product-service systems
KW  - digital shadow
KW  - customer journey
Y1  - 2021
UR  - https://epub.fir.de/frontdoor/index/index/docId/827
SN  - 978-1-6654-3874-2
SP  - 52
EP  - 53
PB  - IEEE
CY  - Luzern
ER  -