New product development (NPD) is a knowledge intensive process where the generation of new ideas and concepts requires detailed knowledge of both products and customers. The high reported failure rates for innovative functional beverages suggest an inability to manage customer knowledge effectively, as well as a lack of knowledge management between functional disciplines involved in the NPD pro...

In complex and frequently changing product domains, customers need qualified consultation services that allow them to make well-informed purchasing decisions without requiring excessive technical knowledge about the product domain. In this paper we present an intuitive customer metamodel with an associated inference engine which can be integrated into conversational recommender systems to provi...

Profitability for leading corporations depends on increasing revenue while containing advertising and marketing costs. In an effort to acquire a complete customer profile, many organizations have created large, customer-centric relational databases. After compiling and centralizing customer data, companies are faced with the challenge of translating volumes of customer data into knowledge that ...

This paper proposes to apply Chance Discovery methods to software requirements elicitation. The author’s previous studies indicated that requirements definition work of custom-made type application software had been running through the whole software development process. This trend has been seen among small-scale software development projects, especially for web application system and client/se...

rapid growth of e-commerce has made the competition quite different. in this new environment customers have wide choices and are looking forward to the support which guarantees the delivery of what they have chosen. this leads to complexity in the relationship between the provider and the customer which obviously is made more in a b2b environment. service level agreement (sla) is a key tool to ...

in today’s quality- based competitive world, known as knowledge age, customer attraction is of ultimate importance. in respect to the slogan “customer is always right”, customer relation management is the core of an organizational strategy playing an important role in four aspects of customer identification, customer attraction, customer retaining, and customer satisfaction. commercial organiza...

Customer Relationship Management has attracted the attention of both marketing practitioners and researchers over the last decade. Despite, or maybe due to, the attention drawn to the subject, a clear agreement on what CRM is and especially how CRM should be developed remains lacking. It is now commonly understood that CRM involves technology, drives Marketing, Sales and Customer Services and i...

Design knowledge acquisition plays an extremely important role in new product conceptualization and product redesign. This study aims at facilitating the effectiveness of product redesign activities. It involves two interrelated phases, namely customer requirements elicitation and customer requirements evaluation. Sorting techniques, picture sorts in particular, have been employed for customer ...