Modern high-performing software product development organizations are nowadays more and more often transforming their operations towards continuous higher-level ends. In general, customer satisfaction (CS) is such a goal. This paper presents an approach of gauging and improving customer satisfaction in an industrial B2B product development project organization for continuous customer experience (CX) management. In order to do that, the Customer Satisfaction Index (CSI) used in the company was systematized with an applied impact analysis technique. The resulting artifact (called CSI Impact Mapping Grid) combines a set of satisfier improvement strategies derived from our initial work with the GQM+Strategies method coupled with the company assets (capabilities) and insights. It is furthermore aimed to be integrated with rich online measurement inputs for real-time predictive feedback. Such transparency across the whole organization enables employees to realize and insightfully support − even proactively in real time − the various cause-effect relationships of the CS/CX.

Presented at the 16th International Conference, XP 2015, Helsinki, Finland, May 25-29, 2015

Petri Kettunen (University of Helsinki), Mikko Ämmälä (Bittium), Jari Partanen (Bittium): Towards Predictable B2B Customer Satisfaction and Experience Management with Continuous Improvement Assets and Rich Feedback

http://link.springer.com/chapter/10.1007/978-3-319-18612-2_18