Towards continuous customer satisfaction and experience management: A measurement framework design case in wireless B2B industry

Petri Kettunen, Mikko Ämmälä, Tanja Sauvola, Susanna Teppola, Jari Partanen, Simo Rontti

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

    1 Citation (Scopus)

    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 languageEnglish
    Title of host publicationProduct-Focused Software Process Improvement - 17th International Conference, PROFES 2016, Proceedings
    PublisherSpringer
    Pages598-608
    Number of pages11
    Volume10027 LNCS
    ISBN (Print)9783319490939
    DOIs
    Publication statusPublished - 1 Jan 2016
    MoE publication typeA4 Article in a conference publication
    Event17th International Conference on Product-Focused Software Process Improvement, PROFES 2016 - Trondheim, Norway
    Duration: 24 Nov 201626 Nov 2016

    Publication series

    SeriesLecture Notes in Computer Science
    Volume10027 LNCS
    ISSN0302-9743

    Conference

    Conference17th International Conference on Product-Focused Software Process Improvement, PROFES 2016
    CountryNorway
    CityTrondheim
    Period24/11/1626/11/16

    Keywords

    • B2B
    • Customer experience
    • Key performance indicator
    • Service design
    • Transparency
    • User experience

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  • Cite this

    Kettunen, P., Ämmälä, M., Sauvola, T., Teppola, S., Partanen, J., & Rontti, S. (2016). Towards continuous customer satisfaction and experience management: A measurement framework design case in wireless B2B industry. In Product-Focused Software Process Improvement - 17th International Conference, PROFES 2016, Proceedings (Vol. 10027 LNCS, pp. 598-608). Springer. Lecture Notes in Computer Science, Vol.. 10027 LNCS https://doi.org/10.1007/978-3-319-49094-6_45