supportive services (Ceci and Prenc

supportive services (Ceci and Prencipe, 2008), and buyers
are increasingly requesting offerings whereby the supplier
takes full responsibility for the product’s operation on the
buyer’s behalf (Stremersch et al., 2000; Windahl and
Lakemond, 2010). This requires profound partnering skills
from the supplier, as the value of service-based offerings is
often co-created with the buyer (Windahl and Lakemond,
2010).
Value assessment capabilities refer to the ability to estimate,
document, and demonstrate the monetary value and business
benefits of the solution to the customer (Payne and Holt,
2001; Sawhney, 2006; To¨yta¨ri et al., 2011). Such capabilities
are highly critical in creating credible value propositions for
customers and obtaining an equitable return on the delivered
customer value (Anderson et al., 2006; Sawhney, 2006). The
value proposition explains the relationship between the
performance of the solution, the fulfillment of the
customer’s need, and the total cost to the customer over the
relationship life-cycle (Knox et al., 2003). To determine
whether the value proposition is likely to result in superior
customer experience, the company should undertake a value
assessment that quantifies the relative importance placed by
customers on the various attributes of a solution (Payne and
Frow, 2005). In addition, the supplier needs to develop a
thorough understanding of the customers’ operations and
how their costs and returns are influenced by the supplier’s
solution and services.
In sum, to excel in providing customer solutions, industrial
suppliers must pay careful attention to the development and
acquisition of the aforementioned capabilities.

Results (Indonesian) 1:

Layanan Dukungan (daridaiman dan Prencipe, 2008), dan pembelisemakin meminta persembahan dimana pemasokmengambil tanggung jawab penuh atas operasi produknama pembeli (Stremersch et al., 2000; Windahl danLakemond, 2010). Ini memerlukan keterampilan kemitraan yang mendalamdari pemasok, sebagai nilai dari layanan berbasis persembahan adalahsering diciptakan bersama dengan pembeli (Windahl dan Lakemond,2010).Nilai penilaian kemampuan merujuk pada kemampuan untuk memperkirakan,dokumen, dan menunjukkan nilai moneter dan bisnismanfaat dari solusi untuk pelanggan (Payne dan Holt,tahun 2001; Sawhney, 2006; To¨YTA¨RI et al., 2011). Kemampuan tersebutsangat sangat penting dalam menciptakan kredibel nilai proposisi untukPelanggan dan mendapatkan hasil yang adil pada yang diserahkanNilai pelanggan (Anderson et al., 2006; Sawhney, 2006). Theproposisi nilai menjelaskan hubungan antarapelaksanaan solusi, pemenuhankebutuhan pelanggan, dan total biaya kepada pelanggan atashubungan siklus hidup (Knox et al., 2003). Untuk menentukanApakah proposisi nilai mungkin mengakibatkan superiorpengalaman pelanggan, perusahaan harus melakukan nilaipenilaian yang quantifies relatif pentingnya ditempatkan olehPelanggan di berbagai atribut solusi (Payne danFrow, 2005). Selain itu, pemasok kebutuhan untuk mengembangkanpemahaman mendalam tentang pelanggan operasi danBerapa biaya dan pengembalian mereka dipengaruhi oleh pemasoksolusi dan layanan.Singkatnya, untuk unggul dalam menyediakan solusi pelanggan, industripemasok harus membayar perhatian untuk pengembangan danakuisisi kemampuan tersebut.