Customer Solutions Management

This unique publication deals with the issue of Customer Solutions Management (CSM). It is a comprehensive concept of customer care that aims to effectively create and manage individualized solutions to customer needs. In contrast to the narrow marketing view of customer relationship management (CRM), CSM is expanded to a comprehensive concept that combines market and customer orientation, project and product management and engineering into a single functional unit aimed at the effective creation of individualized customer solutions.

The experienced author provides recommendations and procedures on how to prepare, revive and maintain a functional and effective CSM system in a company. He presents the issue through a series of case studies from real companies. The book is focused mainly on the B2B segment, but due to the assumptions based on the Industry 4.0 concept, the above mentioned procedures and principles will also find application in companies targeting consumer markets.