Customer relationship management (CRM) is a business strategy to select and manage the most valuable customer relationships. CRM requires a customer-centric business philosophy and culture to support effective marketing, sales, and service processes. CRM applications can enable effective customer relationship management, provided that an enterprise has the right leadership, strategy, and cultur...

For reverse-engineering software architectures, architectural viewpoints need to be defined in a way where all customer needs are considered. This paper presents a systematic, scenario-based approach for identifying customer-specific viewpoints. The approach was successfully applied in the Cobus II project to identify 11 customer-specific viewpoints for describing the architecture of a COBOL sy...

dividual as affordable and as general as possible with respect to substantial (i.e. banking) requirements. An advice how to determine contents with respect to customer groups could only be given if the psychographic customer groups (sovereigns, cools, insouciants) were clustered according to their needs concerning financial services. Furthermore, the use of different online systems (e-mail, new...

With the intense competition in banking systems, customer satisfaction has become more important issue in customer marketing. In existing studies, customer satisfaction has examined based on customers’ viewpoint. This study investigates customer satisfaction based on viewpoint of bank managers who understand their customers’ needs. This study aims to examine importance of various strategies tha...

the first and most important principle of marketing is focusing on the customer needs and wants, because regardless of that, companies will not be able to survive in today's competitive environment. these days, companies know that providing products and services according to customer needs and demands, is an important competitive advantage to gain more sales and benefit, so identifying cus...

To be successful, organizations must look into the needs and wants of their customers. That is the reason why many researchers and academicians have continuously emphasized on the importance of customer satisfaction, loyalty and retention. Customer satisfaction is important because many researches have shown that customer satisfaction has a positive effect on an organisation’s profitability. Du...

abstract: the aim of this research is to propose a new approach of kansei engineering, kano model and taguchi design of experiments to identify, categorize and prioritize customersʹ emotional needs (kansei) in the automotive industry in order to more customer satisfaction. to achieve the above aim, first customersʹ kansei words identified and screened; then these words classified based on kano ...

Axiomatic Design (AD) is a science and design methodology that has evolved from the technology of design. It infiltrates scientific principles into the design process in order to improve design activities. The methodology utilizes customer needs as input and produces functional requirements, design parameters, and process variables through the use of matrix methods. This systematic approach to ...