Digital Servitization: Strategies for Handling Customization and Customer Interaction

Katja Maria Hydle, Magnus Hellström, Tor Helge Aas, Karl Joachim Breunig

Research output: Chapter in Book/Conference proceedingChapterScientificpeer-review


This chapter outlines the features of performance measurement systems for value-based selling when pursuing a solution business strategy. We argue for three main features of such performance measurement systems: systemic, customer relationship, and sales outcome performance measurement. Further, we identify that the value-based selling process requires input from strategic performance measurement processes for solution business and that the value-based selling process serves as a data-gathering process for strategic performance measurement. Through the outlined features, this chapter provides a basis for further development and implementation of performance measurement systems in solution business strategy and value-based selling. The main managerial contribution is to provide a basis for evaluating firms’ existing performance measurement systems as part of a solution business strategy, along with recommendations for the first implementation.
Original languageEnglish
Title of host publicationThe Palgrave Handbook of Servitization
EditorsMarko Kohtamäki, Tim Baines, Rodrigo Rabetino, Ali Ziaee Bigdeli, Christian Kowalkowski, Rogelio Oliva, Vinit Parida
Place of PublicationCham
PublisherPalgrave Macmillan
ISBN (Electronic)978-3-030-75771-7
ISBN (Print)978-3-030-75770-0
Publication statusPublished - 2021
MoE publication typeA3 Part of a book or another research book


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