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The Impact of Servitization on the Customer Experience (CX) Solution Architecture

In today's digital landscape, companies are increasingly shifting their focus from traditional product-based business models to servitized offerings. This transformation is driven by the need to provide customers with more personalized and value-added experiences. In this article, we will explore the impact of servitization on the SAP CX architecture (C/4HANA), operating model, business model, and customer service offerings.

Overview of Intelligent SAP CX Architecture

The intelligent SAP CX architecture is a game-changer in the world of customer experience management. It enables companies to create personalized experiences across all touchpoints, from initial engagement to ongoing relationships. This architecture leverages advanced technologies such as IoT, AI, AR/VR, and 3D services part printing to deliver unparalleled value to customers.

Impact of Servitization on Operating Model

Servitization has a profound impact on the operating model of a company. It requires a shift from traditional product-centric thinking to a service-oriented approach. This means that companies must redefine their business processes, organizational structures, and employee skills to support the new servitized offerings.

Impact of Servitization on Business Model

The business model of a company is also significantly impacted by servitization. It transforms traditional product-based revenue streams into service-based offerings, creating new opportunities for growth and profitability. However, this shift requires companies to rethink their pricing strategies, customer relationships, and value propositions.

Impact of Servitization on Customer Service Offerings

Servitization has a direct impact on the customer service offerings of a company. It enables companies to provide customers with more personalized and proactive support, thereby enhancing the overall customer experience. This can be achieved through the use of chatbots, RPA, field service crowd sourcing, and other innovative technologies.

The Role of Product Managers

Product managers play a crucial role in introducing new servitized offerings. They must determine the required capabilities based on business process architecture and create RFC's that support these capabilities. The best approach is to start with the most feasible PMC (Product-Solution-Market Combination) based on business model analysis.

Servitization is transforming the way companies interact with their customers, offering new opportunities for growth and profitability. However, it requires a fundamental shift in business processes, operating models, and customer service offerings. By leveraging advanced technologies such as SAP CX architecture (C/4HANA), IoT, AI, AR/VR, and 3D services part printing, companies can create unparalleled value for their customers.

References

* Impact Industry 4.0 on Intelligent Enterprise Event (June 6, 2019)

* VNSG/NAP Servitization Workshop (January 31, 2019)

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