publication . Article . 2018

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

Ville Isoherranen; Jukka Majava;
Open Access
  • Published: 11 Apr 2018 Journal: International Journal of Value Chain Management, volume 9, page 26 (issn: 1741-5357, eissn: 1741-5365, Copyright policy)
  • Publisher: Inderscience Publishers
  • Country: Finland
Abstract
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...
Subjects
free text keywords: Strategy and Management, Computer Science Applications, Information Systems, DfC, DfX, customer care, design for care, design for excellence, digitalisation, new product, Spare part, Design for X, Revenue, Upgrade, Business model, New product development, business.industry, business, Process management, Customer care, Excellence, media_common.quotation_subject, media_common
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