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  • 1.
    Brege, Harald
    et al.
    Linköping University, Department of Management and Engineering, Industrial Economics. Linköping University, Faculty of Science & Engineering.
    Lundin, Lisa
    Linköping University, Department of Management and Engineering, Industrial Economics. Linköping University, Faculty of Science & Engineering.
    Kindström, Daniel
    Linköping University, Department of Management and Engineering, Industrial Economics. Linköping University, Faculty of Science & Engineering.
    Multiactor touchpoints in the customer journey2022Conference paper (Refereed)
    Abstract [en]

    This paper explores how B2B firms can manage the value creation process at multi-actor touchpoints in the customer journey. We argue that B2B firms can benefit from opening up their touchpoints to multi-actor interactions between the customer, firm, partners and other customers, answering recent calls for broadening the scope of customer journeys to also include such multi-actor touchpoints. In our research we perceive the value creating process as the actors, activities and resources involved in the emergence of value through the customer journey. An ecosystem perspective is adopted to increase understanding of how firms can enhance the value creating process through the B2B customer journey. By empirically examining an industrial ecosystem, our tentative findings point towards the importance of balancing the number of touchpoints as well as designing touchpoints depending on the customer’s needs and requirements to manage the value creation process. 

  • 2.
    Lundin, Lisa
    et al.
    Linköping University, Department of Management and Engineering, Industrial Economics. Linköping University, Faculty of Science & Engineering.
    Kindström, Daniel
    Linköping University, Department of Management and Engineering, Industrial Economics. Linköping University, Faculty of Science & Engineering.
    Digitalizing customer journeys in B2B markets2023In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 157, article id 113639Article in journal (Refereed)
    Abstract [en]

    This paper explores the digitalization of business-to-business (B2B) customer journeys, which is recognized as a top research priority, but one that has not yet received substantial academic attention. Due to their complexity, customer journeys are particularly relevant in B2B settings, and this is further emphasized through the increasing use of digital technologies. This paper identifies three key dimensions of B2B customer journeys that are influenced by digitalization. These are the digitalization of touchpoints (i.e., adding digital touchpoints and transforming or facilitating touchpoints), the change of roles in digitalized journeys (i.e., introducing new roles, activating customers, and emphasizing collectivity), and the digitalization of the overall process (i.e., extending, enhancing, and supporting the process). The research is based on an in-depth case study of a B2B firm and four customers. Insights from the research add to the customer journey literature through the exploration of digita-lized B2B customer journeys, providing guidance for academics and practitioners.

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