Towards Continuous Customer Satisfaction and Experience Management: A Measurement Framework Design Case in Wireless B2B Industry

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.

Kettunen P., Ämmälä M., Sauvola T., Teppola S., Partanen J., Rontti S. (University of Helsinki): 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

http://link.springer.com/chapter/10.1007/978-3-319-49094-6_45

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