Study On The Customer Service Of A Company Based On Value Co-creation

Along with the development of economics and information technology,the traditional supply chain "suppliers-manufactures-customers" has been evolved into a complex ecological system.Enterprises have gradually shifted from the pursuit of profit maximization to the pursuit of common value maximization.The traditional business model has been replaced by the service-oriented model,and many enterprises have changed from products makers to comprehensive service providers.The customers have been upgraded from product user to the value co-creating partner,and customer role,from passive to active.To co-creating value with customers has become the source of obtaining competitive advantages for enterprises.This paper studies the business to business customer service improvement strategies based on co-creating of value.Firstly,this paper presents the literature review of value co-creation theory.It introduces concepts of value co-creation,customer service and customer participation,and summarizes the domestic and abroad research achievements of customer service.It found most of the research on value co-creation focus in the field of business to customer,less in the field of business to business,and most of the researches involve in the upstream of the value-chain,between suppliers and manufacturers,rather than manufactures and customers.Secondly,this paper takes a traditional engine R&D company A as an example to describes the impact of digitization and intellectualization to this company,which its original operation mode is unsuitable and could not meet customer demand and market development.This paper analyzes the problem from customer and A company itself.Finally,this paper makes a pilot study on the solution from three aspects,product R&D innovation,marketing and after-sale service integration strategies,and further illustrates the support of organization structure and information platform.Based on the value co-creation theory and customer service new strategies,this paper draws following conclusions:Through information sharing and resource integration,enterprises can make value co-creation with customers and constantly meet customers' demands;The service integration with customer participation can improve customer satisfaction;Furthermore,the organization and information technology will provide great support on the fulfillment of customer service integration.The main innovation is that it enriches the application of value co-creation in business to business field,and it is a new attempt of value co-creation practice by new technological means.