publication . Article . 2018

Customer care excellence in the new product development process:a case study

Ville Isoherranen; Jukka Majava;
Open Access English
  • Published: 11 Apr 2018
  • Publisher: Inderscience
  • Country: Finland
Abstract Excellence in product development can be achieved by integrating various stakeholders’ requirements into a winning offering. After-market services have become increasingly important for companies, as digitalisation enables new business models and revenue streams. The integration of customer care must be performed in the product development (PD) process in the early concepting and development phases in order to ensure an excellent customer experience. The traditional elements of care — spare parts, service tools, and support — must be coupled with new services. Future cutting-edge products demand new self-support, repair, and upgrade capabilities that ar...
free text keywords: DfC, DfX, customer care, design for care, design for excellence, digitalisation, new product, Strategy and Management, Information Systems, Computer Science Applications, Business, Excellence, media_common.quotation_subject, media_common, Upgrade, New product development, business.industry, Design for X, Business model, Customer care, Process management, Spare part, Revenue
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