The new role of the client in the value creation process

Abstract

Today’s customer has a wider knowledge and increasing skills. These factors influence the requirements and expectations posed products, services and market behaviour of their suppliers. Changes in customer – supplier relationship changed the perception the customer’s rule in the business processes. The customer caused only as a supplier of economic value expressed financial value. The customer has became an active participant in these processes. Thus the role of provider in the customer relationships has changed. The company can not only be the creator of value based on available resources and its own experiences. The value creation process should take into account the broad participation of the client and its different view on the expected value. The customer relationship can enrich the existing processes hitherto inaccessible resources for supplier. Creating, developing and improving the relationship with the client opens up new opportunities to create value beneficial for both: customer and supplier.