Design knowledge acquisition plays an extremely important role in new product conceptualization and product redesign. This study aims at facilitating the effectiveness of product redesign activities. It involves two interrelated phases, namely customer requirements elicitation and customer requirements evaluation. Sorting techniques, picture sorts in particular, have been employed for customer ...

In direct marketing large amounts of customer data are collected that might have some complex, non linear relation to customer behavior. Data mining techniques can ooer insight in these relations. In this paper we give a basic introduction in the application of data mining to direct marketing. Best practices for data selection, algorithm selection and evaluation of results are described and ill...

We propose an effective supplier selection method to maintain a continuous supply-relationship with suppliers. Costs have been sharply increasing and profit decreasing as the global competition among companies has increased and customer demands have diversified in the current business environment. Many other functions are now outsourced globally to strengthen competition. As a result, one of th...

Firms routinely use behavior based pricing (BBP), to segment customers by past purchase behavior. This paper answers a dilemma facing such firms – When should the firm reward existing customers as opposed to new customers? Further, the paper sheds insight on when behavior based pricing will increase or decrease profits in a competitive market. The analysis adds two features of customer behavior...

This position paper discusses the customer-oriented combination of mobility services offered by multimodal mobility platforms. We present a process-oriented approach on the selection and provision of complex mobility services and give an overview of state-of-theart mobility platforms in German-speaking areas. We exemplify the limitations of current mobility platforms with regard to customerorie...

This paper develops and empirically validates customer shopping motives taking account of customer channel selection in multichannel systems. As each channel is associated with certain advantages and disadvantages from a customer’s perspective, we develop – based on behavioral considerations – a customer typology to classify different segments of customers. This enables us to empirically analyz...

A process for segmenting 2-speaker telephone conversations by speaker with no prior speaker models is described and evaluated. The process consists of an initial segmentation using acoustic change and pause detection, segment clustering, and iterative modeling of segment clusters and resegmentation. The technique has been evaluated on 6, approximately 3 min long, customer care conversations. Th...

We consider a retailer with limited inventories of identically priced, substitutable products. Customers arrive sequentially and the firm decides which subset of products to offer to each arriving customer depending on the customer’s preferences, the inventory levels, and the remaining time in the season. We show that the optimal assortment policy is to offer all available products if the custo...

More and more literatures have researched the application of data mining technology in customer segmentation, and achieved sound effects. One of the key purposes of customer segmentation is customer retention. But the application of single data mining technology mentioned in previous literatures is unable to identify customer churn trend for adopting different actions on customer retention. Thi...

Amari Studios is a small yet very successful company. Currently the company gains customers through word of mouth advertising, website promotion, and limited radio advertising. This has worked well for Amari Studios and has allowed it to establish itself in the Sioux Falls, South Dakota USA market. However, management believes it is ready to increase business by enlarging its client base. Befor...