Abstract
Customer satisfaction (CS) is continuously important in modern industrial business environments. However, it is inherently affective even in B2B contexts and thus not directly controllable. Satisfaction impacting customer experiences (CX), respectively, can be managed by the supplier company. The company should first define its strategic CX vision, and then set the value-based CX goals accordingly. The goals have to be made transparent to the entire organization for producing the experiences with their current status and projected progress. A transparent measurement system is thus needed. In this research work, we have investigated how satisfying experiences (chiefly UX) can transparently be gauged in a B2B case company. Following our prior research approach, instead of attempting to cover all possible experience touchpoints in customer-supplier relationships, we focus on the main experience factors of the case company. A real-time predictive CS/CX measurement framework design is proposed. A use case is illustrated for initial evaluation.
| Original language | English |
|---|---|
| Title of host publication | Product-Focused Software Process Improvement - 17th International Conference, PROFES 2016, Proceedings |
| Publisher | Springer |
| Pages | 598-608 |
| Number of pages | 11 |
| Volume | 10027 LNCS |
| ISBN (Print) | 9783319490939 |
| DOIs | |
| Publication status | Published - 1 Jan 2016 |
| MoE publication type | A4 Article in a conference publication |
| Event | 17th International Conference on Product-Focused Software Process Improvement, PROFES 2016 - Trondheim, Norway Duration: 24 Nov 2016 → 26 Nov 2016 |
Publication series
| Series | Lecture Notes in Computer Science |
|---|---|
| Volume | 10027 LNCS |
| ISSN | 0302-9743 |
Conference
| Conference | 17th International Conference on Product-Focused Software Process Improvement, PROFES 2016 |
|---|---|
| Country | Norway |
| City | Trondheim |
| Period | 24/11/16 → 26/11/16 |
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Keywords
- B2B
- Customer experience
- Key performance indicator
- Service design
- Transparency
- User experience
Cite this
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Towards continuous customer satisfaction and experience management : A measurement framework design case in wireless B2B industry. / Kettunen, Petri; Ämmälä, Mikko; Sauvola, Tanja; Teppola, Susanna; Partanen, Jari; Rontti, Simo.
Product-Focused Software Process Improvement - 17th International Conference, PROFES 2016, Proceedings. Vol. 10027 LNCS Springer, 2016. p. 598-608 (Lecture Notes in Computer Science, Vol. 10027 LNCS).Research output: Chapter in Book/Report/Conference proceeding › Conference article in proceedings › Scientific › peer-review
TY - GEN
T1 - Towards continuous customer satisfaction and experience management
T2 - A measurement framework design case in wireless B2B industry
AU - Kettunen, Petri
AU - Ämmälä, Mikko
AU - Sauvola, Tanja
AU - Teppola, Susanna
AU - Partanen, Jari
AU - Rontti, Simo
N1 - Project code: 100596
PY - 2016/1/1
Y1 - 2016/1/1
N2 - Customer satisfaction (CS) is continuously important in modern industrial business environments. However, it is inherently affective even in B2B contexts and thus not directly controllable. Satisfaction impacting customer experiences (CX), respectively, can be managed by the supplier company. The company should first define its strategic CX vision, and then set the value-based CX goals accordingly. The goals have to be made transparent to the entire organization for producing the experiences with their current status and projected progress. A transparent measurement system is thus needed. In this research work, we have investigated how satisfying experiences (chiefly UX) can transparently be gauged in a B2B case company. Following our prior research approach, instead of attempting to cover all possible experience touchpoints in customer-supplier relationships, we focus on the main experience factors of the case company. A real-time predictive CS/CX measurement framework design is proposed. A use case is illustrated for initial evaluation.
AB - Customer satisfaction (CS) is continuously important in modern industrial business environments. However, it is inherently affective even in B2B contexts and thus not directly controllable. Satisfaction impacting customer experiences (CX), respectively, can be managed by the supplier company. The company should first define its strategic CX vision, and then set the value-based CX goals accordingly. The goals have to be made transparent to the entire organization for producing the experiences with their current status and projected progress. A transparent measurement system is thus needed. In this research work, we have investigated how satisfying experiences (chiefly UX) can transparently be gauged in a B2B case company. Following our prior research approach, instead of attempting to cover all possible experience touchpoints in customer-supplier relationships, we focus on the main experience factors of the case company. A real-time predictive CS/CX measurement framework design is proposed. A use case is illustrated for initial evaluation.
KW - B2B
KW - Customer experience
KW - Key performance indicator
KW - Service design
KW - Transparency
KW - User experience
UR - http://www.scopus.com/inward/record.url?scp=84998911153&partnerID=8YFLogxK
U2 - 10.1007/978-3-319-49094-6_45
DO - 10.1007/978-3-319-49094-6_45
M3 - Conference article in proceedings
AN - SCOPUS:84998911153
SN - 9783319490939
VL - 10027 LNCS
T3 - Lecture Notes in Computer Science
SP - 598
EP - 608
BT - Product-Focused Software Process Improvement - 17th International Conference, PROFES 2016, Proceedings
PB - Springer
ER -