An exploratory method of customer input integration into product portfolio strategy : A Case Study of Yaskawa Nordic AB

Sammanfattning: Customer-centric business approaches have been theorized over the last decades (Sheth, Sisodia and Sharma, 2000; Sheth, Sethia and Srinivas, 2011; Rajagopal, 2020). However, the active usage of customer input for a successful product portfolio strategy is widespread but not yet fully implemented (Cooper, Edgett and Kleinschmidt, 2002). The co-creation aspects of having two equal partners in performing the product portfolio structuring task is a key issue for managers (Rajagopal, 2020). The aim is to find how customer input can be used as an important influencing factor for the product portfolio strategy. This aim is achieved through an analysis of the most commonly used influencing factors and the expert's assessment of information gathering procedures and their categorisation, supported by the Edvardsson et al. (2012) framework. Furthermore, a framework by Voss (2012) is examined regarding customer integration into project portfolio management to investigated possible additions. As an appropriate method, an exploratory approach with a single case study and semi-structured interviews of experts of the field is selected. The primary data of this case study is compared with a structured literature review, which consists of the latest theories on customer integration into the product portfolio strategy. Four major results are found. First, product portfolio strategy is mainly driven by financial input and not yet by customer input. Second, customer input should be collected through multiple channels. Thirdly, customer input is assessed as being a useful factor for the product portfolio strategy. Fourths the execution of input gathering is currently performed more towards past performances than for future-oriented input as needs and wishes for the product portfolio structuring. Finally, managerial implications with a method is provided for the collection, storage, analysis and distribution of customer input. In conclusion, the implementation fidelity of the future related customer input is not yet performed but desired. The approach of input collection from customers is considered to be valuable, however a suitable method is needed. Furthermore, two new connections can be made for the structuring phase of Voss’s framework and avenues for future research of the customer input integration are presented.