Integrating customer contributions into new product development provides an effective approach for successful product innovation, but little academic research explicitly addresses appropriate customer integration strategies. To explore such strategies, this study investigates the impact of different customer contribution types and timing. An analysis of four case studies with industrial goods d...

This research paper identifies the functions and processes of branding in relation to the pharmaceutical industry with a comparison to the Fast Moving Consumer Goods (FMCG) industry; using previous research demonstrating elements of branding being introduced in greater depth to the pharmaceutical industry; with the goal of adding measurability to ensure successful transition. The study consider...

As service providers strive to improve the quality and efficiency of their IT (information technology) management services, the need to adopt a standard set of tools and processes becomes increasingly important. Deploying multitenant capable tools is a key part of this standardization, since a single instance can be used to manage multiple customer environments, and multi-tenant tools have the ...

This paper presents a study of how the business models of organizations are getting transformed in the Marketspace created by the Internet and WWW. We use a model comprising the four P’s Product, Price, Promotion and Placement and one C Customer Relationship. We study how these four P’s and one C are being transformed by the fundamental characteristics of real-time interactivity and global conn...

Corporate information technology (IT) investments in customer support and service such as CRM systems have been on a steady rise. Of late, the primary interest has shifted toward assessment of returns on these investments. This research attempts to assess the value of IT investments in a customer support setting using a process-level analysis. Given the lack of academic IS research in the area ...

This research evaluates the effect of customer relationship management (CRM) on customer knowledge and customer satisfaction. An analysis of archival data for a cross-section of U.S. firms shows that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction. This article also shows that gains in customer knowledge are enhanced when ...

Using a Markov-perfect equilibrium model, we show that the use of customer data to practice intertemporal price discrimination will improve monopoly profit if and only information precision is higher than certain threshold level. This U-shaped relationship lends support popular view knowledge good it sufficiently refined. When accuracy can be achieved through costly investment, find investing i...

Current mobile business models for mobile commerce do not seem promising with regard to substantial revenue streams for mobile network operators as well as mobile service providers. Today’s settings require customers to “invest” into data transmission before being able to enter a mobile service, i.e. they are forced to pay for all data transmitted regardless whether this data is valuable conten...