The digital shadow of customers in the manufacturing industry
- 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.
| Author: | Maximilian SchachtORCiDGND, Günther SchuhORCiDGND, Jana FrankGND |
|---|---|
| DOI: | https://doi.org/10.1109/SDS51136.2021.00016 |
| ISBN: | 978-1-6654-3874-2 |
| Parent Title (English): | [Proceedings] 2021 8th Swiss Conference on Data Science (SDS) |
| Publisher: | IEEE |
| Place of publication: | Luzern |
| Editor: | IEEE |
| Document Type: | Conference Proceeding |
| Language: | German |
| Date of Publication (online): | 2021/12/02 |
| Date of first Publication: | 2021/06/09 |
| Release Date: | 2021/12/02 |
| Tag: | customer data; customer journey; digital shadow; smart product-service systems |
| First Page: | 52 |
| Last Page: | 53 |
| FIR-Number: | SV7419 |
| Name of the conference: | 2021 8th Swiss Conference on Data Science (SDS) |
| place of the conference: | Luzern, Schweiz |
| Date of the conference: | 09.06.2021 |
| Institute / Department: | FIR e. V. an der RWTH Aachen |
| Dienstleistungsmanagement | |
| Dewey Decimal Classification: | 6 Technik, Medizin, angewandte Wissenschaften / 62 Ingenieurwissenschaften |
