Many different worldwide initiatives are promoting the transformation from machine dominant manufacturing to digital manufacturing. Thus, to achieve a successful transformation to Industry 4.0 standard, manufacturing enterprises are required to implement a clear roadmap. However, Small and Medium Manufacturing Enterprises (SMEs) encounter many barriers and difficulties (economical, technical, cultural, etc.) in the implementation of Industry 4.0. Although several works deal with the incorporation of Industry 4.0 technologies in the area of the product and supply chain life cycles, which SMEs could use as reference, this is not the case for the customer life cycle. Thus, we present two contributions that can help the software engineers of those SMEs to incorporate Industry 4.0 technologies in the context of the customer life cycle. The first contribution is a methodology that can help those software engineers in the task of creating new software services, aligned with Industry 4.0, that allow to change how customers interact with enterprises and the experiences they have while interacting with them. The methodology details a set of stages that are divided into phases which in turn are made up of activities. It places special emphasis on the incorporation of semantics descriptions and 3D visualization in the implementation of those new services. The second contribution is a system developed for a real manufacturing scenario, using the proposed methodology, which allows to observe the possibilities that this kind of systems can offer to SMEs in two phases of the customer life cycle: Discover & Shop, and Use & Service.

翻译：全球众多举措正推动从机器主导制造向数字化制造的转型。因此，为实现向工业4.0标准的成功转型，制造企业需要制定清晰的路线图。然而，中小型制造企业在实施工业4.0过程中面临诸多经济、技术、文化等层面的障碍与困难。尽管已有研究涉及产品与供应链生命周期领域中工业4.0技术的整合（可供中小企业参考），但客户生命周期领域却缺乏此类研究。为此，我们提出两项贡献，可帮助中小企业的软件工程师在客户生命周期场景中整合工业4.0技术。第一项贡献是一套方法论，能够辅助软件工程师创建符合工业4.0标准的新软件服务，从而改变客户与企业交互的方式及交互体验。该方法论详细定义了由阶段组成的若干层级，每个层级又包含多个活动，特别强调在服务实施中融入语义描述与三维可视化技术。第二项贡献是基于该方法论，为真实制造场景开发的一套系统，该系统展示了此类系统在客户生命周期"发现与购买"及"使用与服务"两个阶段中为中小企业提供的可能性。