The influence of formal controls on customer interactivity in new product development

Article Abstract:

The effect of organized controls used to integrate the customer's voice into new product development (NPD) is studied and the findings suggest that the use of output controls and team rewards leads to higher customer interactivity. It was observed that heavy reliance on process controls without output controls reduced customer interactivity.

United States, Product Development, Market Research & Product Development, Evaluation, Time to market

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Creating customer knowledge competence: managing customer relationship management programs strategically

Article Abstract:

Many firms have implemented customer relationship management (CRM) programs to maximize customer satisfaction. For effective management of CRM programs, a guideline on internal processes for creation of customer knowledge competence is conceptualized

Knowledge management, Organizational learning

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The implementation of customer profitability analysis: a case study

Article Abstract:

Firms can determine profit contribution of categorized or individual customers by implementing customer profitability analysis (CPA). The case study emphasizes on particular problems associated with CPA and possible benefits of CPA.

Case studies

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