Increasing B2B customer loyalty through digital co-development of solutions in the digital twin environment of an industrial enterprise

Abstract

In the modern digital economy, industrial enterprises face the need not only to optimize internal processes but also to increase the loyalty of B2B customers. Digital twins, combined with the concept of digital co-development of solutions, create new opportunities for interactive interaction, forecasting and testing of products in a virtual environment. It enables companies to establish long-term strategic partnerships and generate additional value for their customers. The purpose of this article is to investigate the impact of utilizing digital twins in the digital co-development process on the loyalty of B2B customers of industrial enterprises. Methods. The study employed methods of critical analysis of scientific sources, synthesis, tabular presentation, and the method of scientific abstraction to systematize the practices of implementing digital twins. Results. It was established that the primary purpose of the digital twin is to perform data analysis and system monitoring, thereby improving the efficiency of decision-making, both directly by the user and on behalf of the physical twin. It was noted that the digital twin, combined with digital co-development, enables customers to be involved in the product design and testing process, thereby increasing both emotional and functional attachment. The use of digital twins contributes to reducing risks, optimizing costs and safely testing solutions in a virtual environment, which builds trust and strengthens long-term partnerships between an industrial enterprise and its B2B customers. It has been found that the effective implementation of technology depends on phased investment, data standardization, the effectiveness of cybersecurity measures, and the development of personnel competencies. Conclusions. The comprehensive use of digital twins in a digital co-development environment ensures increased competitiveness of enterprises, creates a new quality of interaction with customers and forms sustainable B2B relationships, transforming one-time transactions into strategic partnerships.