{"id":2224,"date":"2020-01-29T03:51:50","date_gmt":"2020-01-29T00:51:50","guid":{"rendered":"http:\/\/kusuaks7\/?p=1829"},"modified":"2024-01-23T13:57:51","modified_gmt":"2024-01-23T13:57:51","slug":"transforming-customer-relationship-culture-in-manufacturing","status":"publish","type":"post","link":"https:\/\/www.experfy.com\/blog\/bigdata-cloud\/transforming-customer-relationship-culture-in-manufacturing\/","title":{"rendered":"Transforming the Customer Relationship Culture in Manufacturing"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"2224\" class=\"elementor elementor-2224\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"has_eae_slider elementor-section elementor-top-section elementor-element elementor-element-2f0571f8 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2f0571f8\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"has_eae_slider elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4e063cac\" data-id=\"4e063cac\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7d8927d5 elementor-widget elementor-widget-text-editor\" data-id=\"7d8927d5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tDigitization is having a remarkable impact on all industry sectors. Manufacturing in particular is in the midst of a major digital transformation shift often characterized as\u00a0<a href=\"https:\/\/www.youtube.com\/watch?v=HPRURtORnis\" target=\"_blank\" rel=\"noopener noreferrer\"><em>Industrie 4.0<\/em><\/a><em>\u00a0<\/em>(aka\u00a0<em>Industry<\/em>\u00a04.0 or\u00a0<a href=\"https:\/\/www.automationworld.com\/article\/topics\/industrial-internet-things\/what-smart-about-smart-manufacturing\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Smart Manufacturing<\/a>\u00a0(especially in the US))<em>.\u00a0<\/em>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-28f6fea elementor-widget elementor-widget-text-editor\" data-id=\"28f6fea\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tThe transformation of Manufacturing goes beyond the confines of\u00a0<a href=\"https:\/\/www1.pega.com\/insights\/resources\/adaptive-digital-factory\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">intelligent factories<\/a>. With\u00a0<a href=\"https:\/\/en.wikipedia.org\/wiki\/Smart_products\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">smart products<\/a>, Customers and Business are increasingly \u201cconnected.\u201d This \u201cConnectivity\u201d includes of course the\u00a0<a href=\"https:\/\/www.pega.com\/insights\/articles\/iot-digital-transformation-part-i-driving-digital-customer-engagement\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Internet of Things<\/a>\u00a0(IoT). But it also involves\u00a0<a href=\"https:\/\/www.pega.com\/artificial-intelligence-business\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Artificial Intelligence<\/a>\u00a0(AI) as well as end-to-end\u00a0<a href=\"https:\/\/theiotmagazine.com\/digitizing-the-value-stream-with-iot-9d1eb666154c\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Value Stream digitization and automation<\/a>. New business models are emerging and transforming \u2013 even disrupting \u2013 age old Manufacturer-Distributor-Customer Relationships. Connectivity with AI, evolved CRM, and end-to-end Value streams are enabling new opportunities for\u00a0<a href=\"https:\/\/www.linkedin.com\/pulse\/2018-prediction-digital-innovation-setrag-khoshafian\/\" target=\"_blank\" rel=\"noopener noreferrer\"><em>Innovation<\/em><\/a>\u00a0\u2013 involving the Customer with ever increasing demands for\u00a0<a href=\"https:\/\/www.forbes.com\/sites\/worldeconomicforum\/2017\/06\/22\/hyper-personalized-manufacturing-can-drive-inclusive-growth-heres-how\" target=\"_blank\" rel=\"nofollow noopener noreferrer\"><em>Personalization<\/em><\/a><em>.<\/em>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1eae929 elementor-widget elementor-widget-text-editor\" data-id=\"1eae929\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tHere are the contributing factors \u2026\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c4352cc elementor-widget elementor-widget-text-editor\" data-id=\"c4352cc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li><em>Digital Transformation Technologies:\u00a0<\/em>\u00a0From the bottom-up technology perspective the\u00a0<a href=\"https:\/\/www.pega.com\/insights\/articles\/iot-digital-transformation-part-9-manufacturing\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Industrial Internet of Things<\/a>\u00a0(IIoT),\u00a0<a href=\"https:\/\/www.pega.com\/artificial-intelligence-applications\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Artificial Intelligence<\/a>,\u00a0<a href=\"http:\/\/www.mit.edu\/~tdp\/whatis3dp.html\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Three Dimensional (3D) printing<\/a>,\u00a0<a href=\"https:\/\/www.nbcnews.com\/mach\/science\/4-surprising-ways-augmented-reality-will-revolutionize-your-life-ncna830911\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Augmented Reality<\/a>\u00a0(AR),\u00a0<a href=\"https:\/\/theiotmagazine.com\/digitizing-the-value-stream-with-iot-9d1eb666154c\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Digitization of Value Streams<\/a>\u00a0through\u00a0<a href=\"https:\/\/www.pega.com\/technology\/vision-and-technology\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Digital Transformation (Low Code\/No Code) platforms<\/a>,\u00a0<a href=\"https:\/\/www1.pega.com\/insights\/resources\/how-bots-and-ai-are-impacting-our-world-work\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Robotic Automation<\/a>, and more recently\u00a0<a href=\"https:\/\/en.wikipedia.org\/wiki\/Blockchain\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Blockchain<\/a>\u00a0enabled\u00a0<a href=\"https:\/\/coinmarketcap.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">cryptocurrencies<\/a>, are among the key pillars driving this shift. There are others. Each of these enablers\u00a0<em>on their own<\/em>\u00a0are already having significant impact on Manufacturing. Their\u00a0<em>combined<\/em>\u00a0effect is a formidable digital transformation\u00a0<em>tsunami<\/em>\u00a0that will sweep away those that lag behind and are slow to adapt. Furthermore, digitization is enabling a shift from isolated and siloed business practices to digitized and\u00a0<a href=\"http:\/\/www.iotglobalnetwork.com\/iotdir\/2016\/02\/17\/work-automation-the-impact-of-iot-and-robotics-1035\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">automated<\/a>\u00a0Value Streams: Customers, Dealers, Suppliers, and Manufacturers all participating in continuous innovation.<\/li>\n \t<li><em>Cultural and Business Model Shifts:\u00a0<\/em>The ramifications of this tsunami is being realized in a new Costumer-Manufacturer Relationship cultures. Manufacturers used to be reactive and or at best relying on time consuming surveys to assess the business impact of their products or assess customer experience feedback. Now they are always connected to the products. Through the smart products they are also always connected to the customer. Now the customer is also increasingly demanding and getting involved in personalizing or recommending innovation for product offerings. The innovation is not just in the capabilities of the products. It is also in new financial transaction models. Age old assumptions about product ownership are being challenged. From cars to appliances to just about any manufactured product the shift is to either lease or business value based purchases.\u00a0<a href=\"http:\/\/internetofthingsagenda.techtarget.com\/feature\/IoT-enabled-product-as-a-service-could-transform-manufacturing\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Product-As-A-Service<\/a>\u00a0is becoming a reality. Learn how the product is used. Offer new services. Offer Pay as you Use. Pay as you Get Value. Payment that makes sense in a digital era!<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-800cbbf elementor-widget elementor-widget-text-editor\" data-id=\"800cbbf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tThrough these factors, there are now unstoppable disruptive changes in the way Customers and Manufacturers interact with each other. The demands and sometimes the involvement of customers in personalization, as well as the deep understanding of the Manufactures as to how, when, where their products are being used are empowering a new dynamic shift in Customer Relationship. Manufacturers are becoming extremely aware of the Customer effectiveness of their smart products: what works and what needs to improve. This is really a cultural shift through proximity, deep understanding (enabled through\u00a0<a href=\"https:\/\/www.pega.com\/topics\/artificial-intelligence\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">AI empowered CRM<\/a>) and speed in responsiveness (enabled through smart manufacturing through\u00a0<a href=\"https:\/\/www.pega.com\/insights\/articles\/creating-centers-excellence-digital-transformation\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">DX platforms<\/a>) for the Manufactured products. It is also a shift challenging traditional norms and assumptions: especially in sales and \u201cownership\u201d of manufactured products. What is often overlooked are the disruptive engagement implications of this digital proximity between the Customer and Manufacturer.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fe26949 elementor-widget elementor-widget-text-editor\" data-id=\"fe26949\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tThe most profound impact of this shift is resulting in entirely new models and pragmatic possibilities within Customer Relationship Management (CRM) &#8211; especially through IoT connected devices. We are evolving from\u00a0<a href=\"https:\/\/www.pega.com\/insights\/articles\/omni-device-customers-and-manufacturers-adaptive-digital-factory-part-3\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">omni-channel to omni-device<\/a>: connected devices are offering numerous opportunities for optimizing the customer experience. With Manufacturers understanding their customers through connected devices, coming up with new product-as-as-service offering, providing extreme personalization possibilities for the customer, leveraging AI as well as digitization of value streams within CRM to service the customer \u2013 all these factors are fueling a new era in Customer Engagement\u00a0<em>through Manufacturing.\u00a0<\/em>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b3cce01 elementor-widget elementor-widget-text-editor\" data-id=\"b3cce01\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tVery much a disruptive but exciting cultural shift.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cdbe270 elementor-widget elementor-widget-text-editor\" data-id=\"cdbe270\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tAfter all,\u00a0<a href=\"https:\/\/www.youtube.com\/watch?v=Z1M2DUparIk\" target=\"_blank\" rel=\"noopener noreferrer\">Culture always trumps Technology<\/a>!\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>The transformation of Manufacturing goes beyond the confines of&nbsp;intelligent factories. With&nbsp;smart products, Customers and Business are increasingly connected. This connectivity includes of course the&nbsp;Internet of Things&nbsp;(IoT). But it also involves&nbsp;Artificial Intelligence&nbsp;(AI) as well as end-to-end&nbsp;Value Stream digitization and automation. New business models are emerging and transforming &ndash; even disrupting &ndash; age old Manufacturer-Distributor-Customer Relationships. Connectivity with AI, evolved CRM, and end-to-end Value streams are enabling new opportunities for&nbsp;Innovation&nbsp;&ndash; involving the Customer with ever increasing demands for&nbsp;Personalization.<\/p>\n","protected":false},"author":704,"featured_media":3512,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[187],"tags":[95],"ppma_author":[3513],"class_list":["post-2224","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-bigdata-cloud","tag-big-data-amp-technology"],"authors":[{"term_id":3513,"user_id":704,"is_guest":0,"slug":"setrag-khoshafian","display_name":"Setrag Khoshafian","avatar_url":"https:\/\/www.experfy.com\/blog\/wp-content\/uploads\/2020\/04\/medium_e736bac2-8af5-4224-b28c-0a82c894c0c0-150x150.jpg","user_url":"http:\/\/www.khoshconsulting.com","last_name":"Khoshafian","first_name":"Setrag","job_title":"","description":"Dr. Setrag Khoshafian is Chief Evangelist and VP of BPM Technology at Pegasystems. He is one of the industry\u00b4s pioneers and recognized experts in Digital Enterprises, especially pragmatic Digital Transformation leveraging next-generation BPM: Digital Process Automation, Robotic Automation, AI, Internet of Things (IoT) and CRM.\u00a0A frequent business transformation and innovation speaker and presenter in international workshops and conferences, he is the author of more than 10 books and hundreds of business and academic articles in recognized journals."}],"_links":{"self":[{"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/posts\/2224","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/users\/704"}],"replies":[{"embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/comments?post=2224"}],"version-history":[{"count":4,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/posts\/2224\/revisions"}],"predecessor-version":[{"id":35591,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/posts\/2224\/revisions\/35591"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/media\/3512"}],"wp:attachment":[{"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/media?parent=2224"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/categories?post=2224"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/tags?post=2224"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/ppma_author?post=2224"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}