Today, businesses need to manage their customer experience to succeed. Therefore, they must first have a clear understanding of the meaning of the customer experience. Customer experience management is a process-focused strategy around the needs of each customer that seeks to find a win-win strategy for both parties. The banking industry that provides financial services to customers requires sp...

Satisfying customers is usually pursued by identifying their needs and translating their demands into design targets and thereby assessing the implementation of improvements on a continuous basis in order to attain the set targets. Quality function deployment is a planning tool used to fulfill customer expectations and in-depth evaluation of a product. The presented research aimed to get QFD mo...

Obtaining valid data on customer needs and translating it into optimum product functionality is always a challenge, but especially so when the customers are geographically, culturally, and functionally diverse. Digital's Corporate Telecommunications Software Engineering (CTSE) used groupware techniques supported by the distributed use of Quality Function Deployment (QFD) to identify product fea...

New Product Design (NPD) projects go sequentially through various phases of a new product design project: customer needs clarification, product specifications, design process, partners selection. Such sequencing ignores possible impacts of partners on the way that the product will be designed and realised. This paper explores early consideration of partners network for building up relevant part...

This study presents an approach for effective service operations management by integrating market-based objectives and operating decisions of managers. This approach is based on constructs from operations management, econometrics, and marketing and can be used by managers to make better decisions about product/service design and positioning services according to market needs. Empirical data for...

Aalto University, P.O. Box 11000, FI-00076 Aalto www.aalto.fi Author Heidi M. E. Korhonen Name of the doctoral dissertation Customer Orientation in Industrial Service Innovation Publisher School of Science Unit Department of Industrial Engineering and Management Series Aalto University publication series DOCTORAL DISSERTATIONS 124/2016 Field of research Leadership and Knowledge Management Manus...

In bovine species, β-casein (β-CN) is characterized by genetic polymorphism. The two most common protein variants are β-CN A² (the original one) and A¹, differing from A² for one amino acid substitution (Pro67 to His67). Several bioactive peptides affecting milk nutritional properties can originate from β-CN. Among them, β-casomorphin-7 (BCM7) ranging from amino acid 60 to 66 can be released mo...

Customer knowledge is one of the most important knowledge bases for an organisation. Organisations need a simple framework for integrating customer knowledge management processes. The article starts by examining the two key disciplinary and process contributions from knowledge management (KM) and customer relationship management (CRM). In the context of KM the need to integrate data, informatio...