The high increase in the number of companies competing in mature markets makes customer retention an important factor for any company to survive. Thus, many methodologies (e.g., data mining and statistics) have been proposed to analyse and study customer retention. The validity of such methods is not yet proved though. This paper tries to fill this gap by empirically comparing two techniques: C...

Open co-creation enables a firm to develop new solutions by working closely with online communities that include customers and other interested parties. Co-creation requires a socialization strategy that ensures community members identify with the firm’s image and engage in dialogs that are aligned with company and customer needs. There are two types of tactics for a customer socialization stra...

Product family planning has received much attention from both academia and industries. It aims at incorporating customers’ needs into design elements of product family. The main challenger for product family planning originates from difficulties in mapping customer needs to product family specifications. This paper intends to develop a method to improve the mapping process by reusing knowledge ...

The environment within which retail banks operate has changed significantly since the 2008 global financial crisis. Nevertheless, the transformation is far from complete; retail banks face a wide range of evolving challenges. Organisations are increasingly conscious of the importance of 'customer-centricity'. Moreover, as a consequence of the FCA's conduct risk agenda, firms are mandated to pro...

the paper seeks to identify starbuck's experience in using social media, understand how social media is linked to customer knowledge management, and assess how social media services could have contributed to starbucks success. starbucks demonstrates versatility to engage customers and support different part of customer knowledge management strategy through various social media platforms, such a...

All supply chains are not the same. A key factor that affects the design and management of a value chain is the position of the customer order decoupling point; some products are produced to order (e.g. configured to particular customer needs) while others are produced to stock (typically standard products). The customer order decoupling point (CODP) identifies the point in the material flow wh...

The Pearson correlation coefficient based on the customer relationship clearly illustrate to the product development process. It developed in an association from the customer relationship management process. The CRM should be implemented to the Pearson correlation algorithm. In an existing system is used to implement for a customer association management in an organization process implement for...

Customer Relationship Management becomes a leading business strategy in highly competitive business environment. It aims to enhance the performance of the businesses by improving the customer satisfaction and loyalty. The objective of this paper is to improve customer satisfaction on product’s colors and design with the help of the expert system developed by using Artificial Neural Networks. Th...