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

    Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review


    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 typeA4 Article in a conference publication
    Event3rd ISPIM Innovation Symposium: Managing the Art of Innovation: Turning Concepts into Reality - Quebec City, Canada
    Duration: 12 Dec 201015 Dec 2010


    Conference3rd ISPIM Innovation Symposium
    CityQuebec City


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