In this paper, we study customer relationships in professional services. Focus is especially directed towards learning and personnel development services that are provided for the customer organisations. Learning and personnel development services include different kinds of courses and personnel development plans that are provided for the customer organisation and for its personnel. In business...

Online surveys conducted to find out customer satisfaction are increasingly important for modern businesses and healthcare organizations. Nowadays online customer satisfaction surveys are inextricably linked to business practices, marketing programs as well as other initiatives aimed at accomplishing customer engagement. A patient/customer satisfaction survey has a number of advantages that con...

Proponents of Customer Relationship Management (CRM) suggest that a firm can develop a value creation relationship, such that an increase in customer value, leads to an increase in firm value (Mithas et al., 2005). The value for the customers comes from the provision of goods and services that match their needs. However, the research to date on using e-CRM systems to both foster and monitor thi...

Collecting, understanding, and managing requirements is a critical aspect in all development methods. This is true for Agile Methods as well. In particular, several agile practices deal with requirements in order to implement them correctly and satisfy the needs of the customer. These practices focus on a continuous interaction with the customer to address the requirements evolution over time, ...

The consideration of human-product-environment interactions is consistent with the wisdom of ‘product ecosystems’, which essentially entail a scenario of affective design of the entire system with customer experience in the loop. The ‘emotional’ aspects play an important role in forming customer perception, and thus to influence the performance of product ecosystem design. This paper developed ...

Marketers and advertisers seek to get close to customers through data analytics procedures that allow for the measurement of personalized messages delivered across multiple communication touchpoints. This article tests a hierarchical integrated marketing communications data integration framework that utilizes customer information (transactional, demographic and psychographic) to develop persona...

In today’s customer-centric business environments, the company’s ability to improve execution to meet customer needs and requirements often dictates its competitiveness and long-term profitability. iven the increasing importance of customer satisfaction to the company’s survival, this paper focuses on the typical call center environment where customers’ service inquiries should be answered in a...

Any organization needs to conduct surveys and collect reviews, in order to improve their product quality. There are number of websites which deals with product reviews. All these reviews are nothings but the opinions of people all over the world about different products. These reviews are very huge and difficult to analyse. Opinion polling has been traditionally done via customer satisfaction s...

Affective design plays an important role in the development of products and services towards high value-added customer satisfaction. The main challenge for affective design is identified as how to translate affective customer needs into design elements. Towards this end, this paper formulates this problem as a rule mining process from the customer domain to the designer domain and proposes a ro...