Customer eXperience is a blue print of customer requirements. In this era of heightened competition and volatile global economy, delivering services originating from diverse sources, without satisfying thorough customer experience practices may increase customer dissatisfaction, and churn rate. In order to guarantee rich customer experience, the service delivery mechanism should shift towards c...

customer knowledge management (ckm) has been a subject of much attention in recent years. the attractiveness of this subject is the result of its benefits for organizations; but despite the benefits of ckm implementation, many projects aimed at implementing ckm in organizations fail due to companies’ negligence with respect to its implementation factors. meanwile the majority of organizations u...

A product roadmap depicts the vision and direction of a offering over time. It is guiding strategic document as well plan for executing strategy, which communicates why what behind product's development. Fulfilling market demand solutions composed products services requires new approaches roadmapping. This article presents method definition managing product-service system (PSS) based on both ne...

Vendors that foster their customer relationships via internal sales agents can choose from a broad range of customer relationship management systems. Independent sales agencies on the other hand do not have such a choice. The results from two studies presented in this paper indicate that these sales agencies would benefit from mobile applications with end-to-end multi-vendor support. Especially...

In last few decades large technology development raised various new needs. Financial sector has also no exception. People are approaching all over the world to fulfill there dreams. Any sector needs to understand changing need of customer. In order to satisfy financial need for customer banks are taking help of new technology such as internet. Only problem remain is of security. The aim of this...

Social media data has been extensively employed in the banking institutions in order to improve the product and service development, customer service, marketing, risk management and business performance. The online social networks such as Facebook, Twitter, etc are considered for analysis. To build the social media strategies, bank needs customer to drive trustworthiness, revenue and success is...

The purpose of this study is to test s structural equation model which aims to explore the extent to which customer lifetime value (CLV) is impacted by customer perceptions of value, satisfaction, and loyalty. A series of examinations revealed that (1) customer value (CV) impacts customer satisfaction and loyalty directly and positively; (2) customer satisfaction is directly and positively rela...

The issue of customer-centric enterprise focusing on realizing customer needs has recently received considerable attention in the corporate world. However, little research has yet been reported on developing Information Systems (IS) supporting the customer-centric enterprises. This research proposes an integrated approach of IS development that supports organizations aiming to become customer-c...

Cloud computing applications and services go hand in hand, yet there is no clear mechanism for ensuring that the cloud applications are designed from a customer’s perspective. Likewise services can require adaptation for multiple customers of stakeholders, which require differing user experience outcomes. This paper describes the initial design and development of a predictive analytics cloud se...

In this paper, practical activities of Needfinding an intertwined approach to identifying needs and to visualizing idea concepts in early design are described and discussed. This is done primarily to gain an increased understanding of the various representations of user needs that are fed into the fuzzy front-end activities of team-based product innovation projects. The empirical basis comes fr...