Making sense of customer's service needs: A case study based analysis framework

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientific

Abstract

An organization providing business-to-business services needs methods to analyze and structure customer needs. In this paper we present a preliminary framework that supports identifying, structuring and communication of customer needs and solutions. The framework has both a content and application approach. It focuses on categorization phase, where recognition of customer organizations structure and business approaches are needed. This supports preparing customer plan and communication plan that define what services and to whom should be targeted. People in different parts of the organization with different roles has also different viewpoint to organizational needs, requiring tailored approaches. In the later stages of customership framework supports joint planning and innovation. It can also be used to analyze change and dynamic nature of customer needs in relation to provider's service offering.
Original languageEnglish
Title of host publicationProceedings of the 3rd ISPIM Innovation Symposium 2010
PublisherInternational Society for Professional Innovation Management ISPIM
ISBN (Print)978-952-265-004-7
Publication statusPublished - 2010
MoE publication typeB3 Non-refereed article in conference proceedings
Event3rd ISPIM Innovation Symposium: Managing the Art of Innovation: Turning Concepts into Reality - Quebec City, Canada
Duration: 12 Dec 201015 Dec 2010

Conference

Conference3rd ISPIM Innovation Symposium
CountryCanada
CityQuebec City
Period12/12/1015/12/10

Fingerprint

Industry
Communication
Innovation
Planning

Cite this

Ryynänen, T., Mikkola, M., Korhonen, H., & Kaarela, I. (2010). Making sense of customer's service needs: A case study based analysis framework. In Proceedings of the 3rd ISPIM Innovation Symposium 2010 International Society for Professional Innovation Management ISPIM.
Ryynänen, Tapani ; Mikkola, Markku ; Korhonen, Heidi ; Kaarela, Ilari. / Making sense of customer's service needs : A case study based analysis framework. Proceedings of the 3rd ISPIM Innovation Symposium 2010. International Society for Professional Innovation Management ISPIM, 2010.
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Ryynänen, T, Mikkola, M, Korhonen, H & Kaarela, I 2010, Making sense of customer's service needs: A case study based analysis framework. in Proceedings of the 3rd ISPIM Innovation Symposium 2010. International Society for Professional Innovation Management ISPIM, 3rd ISPIM Innovation Symposium, Quebec City, Canada, 12/12/10.

Making sense of customer's service needs : A case study based analysis framework. / Ryynänen, Tapani; Mikkola, Markku; Korhonen, Heidi; Kaarela, Ilari.

Proceedings of the 3rd ISPIM Innovation Symposium 2010. International Society for Professional Innovation Management ISPIM, 2010.

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientific

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AB - An organization providing business-to-business services needs methods to analyze and structure customer needs. In this paper we present a preliminary framework that supports identifying, structuring and communication of customer needs and solutions. The framework has both a content and application approach. It focuses on categorization phase, where recognition of customer organizations structure and business approaches are needed. This supports preparing customer plan and communication plan that define what services and to whom should be targeted. People in different parts of the organization with different roles has also different viewpoint to organizational needs, requiring tailored approaches. In the later stages of customership framework supports joint planning and innovation. It can also be used to analyze change and dynamic nature of customer needs in relation to provider's service offering.

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Ryynänen T, Mikkola M, Korhonen H, Kaarela I. Making sense of customer's service needs: A case study based analysis framework. In Proceedings of the 3rd ISPIM Innovation Symposium 2010. International Society for Professional Innovation Management ISPIM. 2010