Search results for "Customer intelligence"

showing 2 items of 12 documents

Collaborating to innovate: Effects on customer knowledge management and performance

2015

Abstract Scholars regard customer knowledge management (CKM) as a strategic resource for businesses to improve innovation, facilitate the detection of new market opportunities, and support long-term customer relationship management. However, literature suffers from a lack of understanding of customer collaboration's role in the innovation process and innovation orientation in CKM. Accordingly, this paper tests a model examining how both variables act as antecedents of CKM. The model also explores CKM and customer collaboration's effect on marketing results. Findings have important academic and managerial implications, and show that collaboration with customers and openness to innovation are…

MarketingVoice of the customerCustomer retentionCustomer advocacyResource (project management)Knowledge managementbusiness.industryMarketingCustomer relationship managementCustomer to customerbusinessCustomer intelligenceRelationship marketingJournal of Business Research
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An Integrative Approach for Product Development and Customer Satisfaction Measurement

1999

As soon as the automotive industry in the western world countries recognizes that the outstanding performance of Japanese manufacturers is the result of a customer-oriented understanding of quality, the QFD approach became a famous instrument to achieve the product quality demanded by customers. Nevertheless this concept has its limits. In this article we suggest the extension of the QFD approach on the base of customer values and benefits.

Voice of the customerProcess managementCustomer advocacybusiness.industrymedia_common.quotation_subjectNew product developmentCustomer satisfactionQuality (business)BusinessProduct (category theory)Customer intelligenceQuality function deploymentmedia_common
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