Connecting the World and Reinventing Customer Centricity

The classical customer journey with its touchpoints is transformed into a lifelong, interactive customer relationship within an IoT-based product-service ecosystem. The customer journey happens in multiple, partially automatic loops that make it significantly less predictable for manufacturers and r...

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Bibliographic Details
Published in:	GfK Marketing Intelligence Review
Main Author:	Aunkofer Rudolf
Format:	Article
Language:	English
Published:	Sciendo 2018-10-01
Subjects:	Customer Centricity IoT Technical Consumer Goods Smart Technology Customer Journey Touchpoints
Online Access:	http://www.degruyter.com/view/j/gfkmir.2018.10.issue-2/gfkmir-2018-0019/gfkmir-2018-0019.xml?format=INT

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