Hur ett industriföretag ökar kundvärdet genom
tilläggstjänster
The purpose of this thesis was to investigate how an industrial company can increase customer value by offering added services to their core products. Theses added services can be categorized into the three different parts of the buying process. The company that was investigated is Smurfit Kappa Kraftliner in Piteå, a large international industrial company active on a business to business market. We have conducted a case study and made interviews with three respondents within the company. The result of the study show that the company offers value added services in each stage of the buying process. In the presale stage of the buying process the most common value added services are to offer the customer test products and assistance from technical staff in how to use the products properly. Examples of transaction services can be digital marketplaces where customers can send their orders over the internet. In this stage of the buying process customer value can also be created by the usage of different inventory concepts. In the third and final stage of the process we found that aftersale services mostly concern supporting the previous sold products, for example value is created by handling complaints or by providing the customer with support regarding technical issues.