Towards utilizing Customer Data for Business Model Innovation: The Case of a German Manufacturer

Abstract Product-Service Systems (PSS) are a promising opportunity for manufacturing companies to realign their value creation process towards customer-oriented and resource efficient solutions. However, many companies still struggle to create new business models based on providing efficient solutions instead of physical products. The concept of PSS has been the subject of research for many years, yet there is a severe lack of utilizing the most crucial resource of the information age: Data. The authors propose products enriched with digital services based on customer data to develop a cohesive value proposition as the basis for business model innovation in manufacturing companies.