B2B Service Management

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. set 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 networked 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.

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Narmin Miriyeva

Researcher at The University of Szeged Szeged, Hungary

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