This article presents a comparative study between the ECSS standards, more specifically in terms of the requirements of the ECSS software management process and the defenseintensive processes of PMBOK DoD. Since there is a sense that a complete comparison study is a lengthy process, the scope of comparison is restricted to space software acquisition. Most of the software systems are developed u...

Customer relationship management (CRM) is seen as a key element in delivering citizen-centric public services in the UK. However, CRM originated in the private sector as a technology to support customer acquisition, retention and extension (cross-selling). The appropriateness of this technology to organizations striving to meet complex goals such as improving the quality of life for vulnerable ...

Adverse selection is an important problem for marketers. To reduce the chances of acquiring an unprofitable customer, companies may screen prospects who respond to a marketing offer. Prospects who respond are often not approved. At the same time, prospects who are likely to be approved are unlikely to respond to a given marketing offer. Using data from a firm’s customer relationship management ...

Requirement engineering (RE) process is becoming a key factor for the success of complex one-of-a-kind products. The RE process is commonly viewed as an early system engineering phase with a major bearing on response time, quality, and cost. This study reports on the knowledge acquisition and sharing for requirement engineering (KARE), approach for requirement specification of one-of-a-kind com...

This paper presents the case study of BT Italy, which has implemented a performance dashboard to monitor business processes to deliver customer services. Top Management had a punctual view of the business processes, performance, such as Order Acquisition, Order delivery. Nevertheless, it wanted to enhance the end-to-end view to take actions improving the customer experience and reducing the lea...

This paper examines the drivers of adoption of Internet banking and the linkages among adoption drivers and outcomes (product acquisition, service activity, profitability, loyalty). We relate Internet banking adoption to customer demand for banking services, the availability of alternative channels, customers' efficiency in service coproduction (“customer efficiency”), and local Internet bankin...

Internet vendors invest a considerable amount on acquiring customers with the expectation that the early investment in customer acquisition will result in a long-term stream of profits from repeat customers. However, it has been found that over 50% of repeat customers seldom complete their third purchase with the Internet vendor. This may be due to lack of proper understanding of customer decis...

With the increasing number of competing mobile services, the process of acquiring new, and retaining existing customers becomes harder. Acquisition of new customers can, to some degree, be done with increased marketing efforts, but marketing has less effect for retaining existing customers, since they allready know the service. Improving the mobile service is likely to be the best way to retain...