Virtual idea communities (VICs) such as Dell’s ‘Ideastorm’ are very popular in practice. In VICs, customers of firms can submit ideas to support product innovation. This customer-based ideation is not new. Customers have been brought together in lead-user-workshops or focus-groups since the 1980s to support product innovation. However, VICs represents a new form of ITmediated ideation with cust...

Customer credit scoring is a typical class of pattern classification problem with imbalanced dataset. A new customer credit scoring method based on the support vector domain description (SVDD) classification model was proposed in this paper. Main techniques of customer credit scoring were reviewed. The SVDD model with imbalanced dataset was analyzed and the predication method of customer credit...

For organizations to make strategic decisions, they require knowledge derived from either internal resources or the external environment. This research examines the sharing of knowledge between an organization and its external customers, including the role of a customer-centric knowledge system. A recently developed customer-centric knowledge system is observed to determine the support it provi...

This paper focuses on the business aspects of architecture decision making – in particular how to quantify the customer value of quality improvements to support architecture investment decisions. We developed concepts for quantifying the impact of quality improvements on customer value, customer value-in-use, and customer segments. In two real-life case studies we present (1) how the concept fo...

It has been increasingly critical for businesses to become more customer-centric and more responsive for customer needs. The “voice of customer” (VOC in short) is a general term to describe the stated and unstated customer needs that can be captured through various customer touchpoints: sales meetings, surveys, interviews, focus groups, customer support call-center, social media sites, etc.. Mo...

Managing support tickets in large, multi-product organizations is difficult. Failure to meet the expectations of customers can lead to the escalation of support tickets, which is costly for IBM in terms of customer relationships and resources spent addressing the escalation. Keeping the customer happy is an important task in requirements engineering, which often comes in the form of handling th...

Many inter-organizational systems are increasingly using electronic data interchange (EDI) to support the strategic supply chain by way of delivering and processing business documents. In a vendor–customer relationship, EDI can provide many benefits to both organizations; one such benefit is improved customer service. This study examines the impact of EDI on customer service, when the vendor an...

Because of the increasingly competitive nature of the computer manufacturing industry, Compaq Computer Corporation has made some trend-setting changes in the way it does business. One of these changes is the extension of Compaq's call-logging sy ste problem-resolution component that assists customer support personnel in determining the resolution to a customer's questions and problems. Recently...

In the previous research (Terashima and Dawson, 2004), we discussed a support system for small grocery retailers in order to regenerate them. The purpose of this paper is to show a mechanism which increases customer value of the support system by focusing on customer participation, because increasing customer value has a high priority as the next step for the system. In this paper, we first sho...