Value co-creation analysis in customer-supplier network relationships
Research output: Chapter in Book/Report/Conference proceeding › Chapter › Scientific › peer-review
|Title of host publication||Practices for network management – In search of collaborative advantage|
|Editors||Jukka Vesalainen, Katri Valkokari, Magnus Hellström|
|Publication status||Published - 2017|
|Publication type||A3 Part of a book or another research book|
In order to succeed in complex networks and tough competition, companies need to know their customers’ drivers for value creation better than competitors do. In addition, companies strive to analyze and measure which the most valuable customers are, in order to understand what value the company itself receives from its customers. The tool presented in this chapter provides a path toward understanding these issues. It provides insights on value co-creation in the customer–supplier boundary in network relationships; thus, it focuses on the dyadic level of interaction in a business network. The tool was tested in an ICT company which aimed to develop its customer relationship management process based on deeper understanding of the mutual value creation logic. The case includes empirical data from both the buyers’ (the customer side) and the supplier’s side.