Is this company a lead customer? Estimating stages of B2B buying journey

Customer Buying Behavior

Customer buying behaviour analysis in mass customization

Motivated by the importance of customer buying behaviour (such as correlation among product attributes/features of products configured in the past) in planning future configurations, this paper addresses the issue that product evolution (upgrades) usually render information gathered from past buying behaviour at least partially unusable. For instance, relations among features might have been ch...

Identifying Customer Journey Opportunities in 5A Model in Tourism Industry

Purpose: Growing development of technologies helped stronger customers with better relationship with companies. Consequently, marketers should pursue new ways of attracting customers and pathway. Modern customer buying path in the age of communication has been redesigned as 5A model (Aware, Appeal, Ask, Act, Advocate). The purpose is to identify customer opportunities of 5A model in tourism ind...

A Scale for B2B eCommerce Website Customer Satisfaction

Business to Business (B2B) e-commerce has become increasingly important in e-commerce. However there is little research on the definition and evaluation of user satisfaction with B2B website. Traditional scales, like User Information Satisfaction (UIS), End-User Computer Satisfaction (EUCS) and Customer Information Satisfaction (CIS) focus on the individual users of Information System (IS) and ...

Towards a Model for Measuring Customer Intimacy in B2B Services

This paper proposes an approach for evaluating the relationship with a customer, leading to the creation of a Customer Intimacy Grade (CIG), across multiple levels of granularity: employee, team, business unit and whole organization. Our approach focuses on B2B service organizations which provide their customers with complex solutions and whose relationship with the customer is distributed amon...