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.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Similar content being viewed by others
Notes
- 1.
Company’s Product Master Data program.
References
Lemke, F., Clark, M., Wilson, H.: Customer experience quality: An exploration in business and consumer contexts using repertory grid technique. J. Acad. Mark. Sci. 39(6), 846–869 (2010)
Keränen, J.: Customer Value Assessment In Business Markets. Doctoral Dissertation, Lappeenranta Univ. of Tech, Acta Universitatis Lappeenrantaensis 579 (2014)
Payne, A.F., Storbacka, K., Frow, P.: Managing the co-creation of value. J. Acad. Mark. Sci. 36, 83–96 (2008)
Choi, E.K., Wilson, A., Fowler, D.: Exploring customer experiental components and the conceptual framework of customer experience, customer satisfaction, and actual behavior. J. Foodservice Bus. Res. 16, 347–358 (2013)
Rodriquez, P., et al.: Continuous deployment of software intensive products and services: a systematic mapping study. J. Syst. Softw. (in press, 2016)
Berner, M., Augustine, J., Maedche, A.: The impact of process visibility on process performance. Bus. Inf. Syst. Eng. 58(1), 31–42 (2016)
Basten, D., Pankratz, O.: Customer satisfaction in IS projects: assessing the role of process and product performance. Commun. AIS 34, 430–447 (2015)
Yaman, S.G., Sauvola, T., Riungu-Kalliosaari, L., Hokkanen, L., Kuvaja, P., Oivo, M., Männistö, T.: Customer involvement in continuous deployment: a systematic literature review. In: Daneva, M., Pastor, O. (eds.) REFSQ 2016. LNCS, vol. 9619, pp. 249–265. Springer, Heidelberg (2016). doi:10.1007/978-3-319-30282-9_18
Kaasinen, E., et al.: Defining user experience goals to guide the design of industrial systems. Behav. Inf. Technol. 34(10), 976–991 (2015)
Sauvola, T., Lwakatare, L.E., Karvonen, T., Kuvaja, P., Holmström Olsson, H., Bosch, J., Oivo, M.: Towards customer-centric software development: a multiple-case study. In: 41st Euromicro Conference on Software Engineering and Advanced Applications (SEAA), pp. 9–17. IEEE (2015)
Münch, J., Fagerholm, F., Kettunen, P., Pagels, M., Partanen, J.: Experiences and insights from applying gqm+strategies in a systems product development organisation. In: Demirors, O., Turetken, O. (eds.) 39th Euromicro Conference on Software Engineering and Advanced Applications (SEAA), pp. 70–77. IEEE (2013)
Kettunen, P., Ämmälä, M., Partanen, J.: Towards predictable B2B customer satisfaction and experience management with continuous improvement assets and rich feedback. In: Lassenius, C., Dingsøyr, T., Paasivaara, M. (eds.) XP 2015. LNBIP, vol. 212, pp. 205–211. Springer, Heidelberg (2015). doi:10.1007/978-3-319-18612-2_18
Mendes, E., Turhan, B., Rodriguez, P., Freitas, V.: Estimating the value of decisions relating to managing and developing software-intensive products and projects. In: 11th International Conference on Predictive Models and Data Analytics in Software Engineering (PROMISE). ACM (2015)
Eggert, A., Ulaga, W.: Customer perceived value: a substitute for satisfaction in business markets? J. Bus. Ind. Market. 17(2/3), 107–118 (2002)
Acknowledgements
This work was supported by TEKES as part of the Need 4 Speed Program of DIMECC (Finnish Strategic Centre for Digital, Internet, Materials & Engineering Co-Creation).
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2016 Springer International Publishing AG
About this paper
Cite this paper
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: Abrahamsson, P., Jedlitschka, A., Nguyen Duc, A., Felderer, M., Amasaki, S., Mikkonen, T. (eds) Product-Focused Software Process Improvement. PROFES 2016. Lecture Notes in Computer Science(), vol 10027. Springer, Cham. https://doi.org/10.1007/978-3-319-49094-6_45
Download citation
DOI: https://doi.org/10.1007/978-3-319-49094-6_45
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-49093-9
Online ISBN: 978-3-319-49094-6
eBook Packages: Computer ScienceComputer Science (R0)