Leistungssysteme

Organization of Sales for Smart Product Service Systems

“…To measure the success of the Smart PSS sales organization companies use the key success indicators 'customer life time value' and 'customer acquisition costs'. These two indicators already show that companies want to minimize the costs to convince a new customer of the Smart PSS and try to increase the perceived value of the Smart PSS during a longer time following the long-term principle of PSS [16].…”

“…Shell illustration of product service systems [13] In the fourth shell, classic services are added, which complement the product business to form a product service system. Although the following shells only describe a deeper integration of the system, many of the digital solutions make it possible to establish the deep integration to offer a Smart PSS [13][14][15] [16].…”

“…The design of Smart PSS follows the same principles as for PSS [20]. This includes the integration of the system in order to create synergies [21] [22], and the oneface-to-the-customer principle, which describes that there should be a single point of contact for every customer [16]. The current division of the sales departments into products, services and digital solutions leads to a one-sided focus in which each department optimizes itself and to individual customer contact persons for products, services and digital solutions [18].…”