Paper info

Customer Value Assessment Practices in Solution-Oriented Business Markets

Anne Jalkala and Joona Keranen

The paper was published at the 27th IMP-conference in Glasgow, Scotland in 2011.

ABSTRACT
This study examines the value assessment practices of firms providing customer solutions.
Drawing from the literature on value in solution-oriented business markets and alternative
value assessment practices, we develop an initial framework of backward-looking and
forward-looking value assessment practices. This framework will be further refined through a
multiple case study of three industrial companies providing environmental solutions. The
paper contributes to the research on customer value by tentatively proposing a conceptual
framework of backward-looking and forward-looking customer value assessment practices.
In addition, this study contributes to solution business by advancing understanding of
customer value assessment, which is considered a critical capability for firms delivering
customer solutions.
Keywords: Customer value, value assessment, solution business