scholarly journals Customer Experience Project: A Framework to Create and Deliver Value to Customers

2021 ◽  
Vol 13 (3) ◽  
pp. 21
Author(s):  
Edson Coutinho Da Silva
Keyword(s):  
Customer Value ◽  
Cumulative Effect ◽  
Customer Experience ◽  
Service Development ◽  
Value Drivers ◽  
Customer Care ◽  
Theoretical Paper ◽  
The One ◽  
A Company ◽  
Customer Lifecycle

This theoretical paper aims to approach the major customer value drivers and then, describe the main five stages required to support customer experience (CX) professionals in order to conceive, design and implement CX improvement projects. The CX focuses on customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels, or products. The CX encompasses every interaction the customer has with an organisation throughout the customer lifecycle through multichannel. Generally speaking, providing a good experience can affect and impact customer satisfaction, loyalty, and engagement. Business companies recognised the competitive advantage of CX and the value creation reside not only in what a company delivers for its customers but in how it delivers products and services. Therefore, a positive CX requires coordination across different functions within an organisation, for instance, marketing, product or service development, customer care, operations, or retail branches.

The Structural Relationship Information Technology Used and Risk toward Banking Customer Satisfaction during Covid19, Indonesia

2021 ◽  
Vol 12 (4) ◽  
pp. 1618-1630
Author(s):  
Surachman Surjaatmadja, Et. al.
Keyword(s):  
Information Technology ◽  
Customer Satisfaction ◽  
Technology Use ◽  
Perceived Risk ◽  
Customer Value ◽  
Customer Experience ◽  
Structural Relationship ◽  
Service Development ◽  
Functional Quality ◽  
Number Of Customers

Investigation on the structural relationship of  information technology functional quality, customer value, technology used, risk perception and customer experience of banking customer satisfaction during covid19 pandemic is very important to provide significant benefits to increase the number of customers. This research design uses a quantitative approach through a questionnaire survey conducted on banking customers in Indonesia. Data analysis was performed using statistical software, namely LISREL Version 8.0. The results of the analysis show that functional quality, perceived customer value, technology use, perceived risk and customer experience have a significant relationship with banking customer satisfaction  during the covid19 pandemic. In detail, the functional quality of banking technology is considered to have contributed 39% to  customer satisfaction when implementing health protocols. Customer value contributes to customer satisfaction, technology used  contributed to the customer satisfaction and perceived risk shaping customer satisfaction. In addition customer experience when implementing health protocols during the covid19 pandemic influence to customer satisfaction.  In conclusion, functional quality, customer value, technology used, perceived risk and customer experience show the most significant contribution to banking customer satisfaction  when implementing health protocols during the covid19 pandemic and create good acceptance of banking service performance from the aspects of empathy, physical evidence, reliability, fast response, time saving and cost-effectiveness and the new service development. 

It's All About Creating Customer Value

2021 ◽  
pp. 226-256
Author(s):  
Jurgen Janssens
Keyword(s):  
Customer Value ◽  
Real Life ◽  
Project Managers ◽  
The Other ◽  
Customer Engagement ◽  
Product Experience ◽  
Digital Era ◽  
Other Hand ◽  
The One ◽  
A Company

In a digitally (em)powered age, customers expect a service and product experience in line with continuously evolving expectations. This induces great potential for organisations that shape engagement before, during, or after the main customer touch points. Powered by insights coming from the CRM driven 360° view, they entail even more value when enabling a company to quickly and continuously learn from its experiences. This chapter will illustrate that project managers need to master a dual dynamic to attain through activated customer engagement. On the one hand, new types of projects, changing expectations, and shifting habits offer humbling challenges. On the other hand, governance, change, and delivery continue to be the foundational baseline. By integrating theoretical insights and real-life cases, the author wants to stimulate project managers. Rather than seeing the digital era as a transformational tsunami for customer engagement, they should see it as an opportunity to go beyond things in a reality where rapidly changing demand entails growth, learning, and great value.

scholarly journals Closing gap between new development and voice of customer

2020 ◽  
Vol 9 (4) ◽  
pp. 279-288
Author(s):  
Mercedes Grijalvo ◽  
María Fernanda Eliopoulos ◽  
Gustavo Morales-Alonso
Keyword(s):  
Customer Value ◽  
Service Development ◽  
Customer Requirements ◽  
New Service Development ◽  
Business Context ◽  
New Development ◽  
Voice Of Customer ◽  
The Voice ◽  
A Company ◽  
Systematic Framework

In the quest to increase customer satisfaction, this paper seeks to understand whether the structure of internal processes is the most suitable for channelling customer requirements. In order to use a systematics tool and a robust method, Six Sigma’s DMAIC methodology is applied. Previous research has contemplated Six Sigma methodologies within manufacturing industries focus on reducing defects and cutting costs, but this research tries to explore within a business context, where little research is found. In order to conduct the research a company-based study is followed, and two research paradigms are explored: Positivism and Interpretivism. The scientific research begins with the exploration of New Service Development (NSD) processes, followed by the collection of the Voice of the Customer (VOC) where thirteen criteria essential for purchasing are identified, making it possible to compare the linkage between internal activities and customer requirements. Significant contributions are presented since the research provides a methodical and systematic framework that can be used by organizations seeking how to grow their market share by identifying products and markets and creating customer value.  

scholarly journals A procedure for the introduction of leanness into a company

2021 ◽  
Author(s):  
Davorin Cimermančič ◽  
Janez Kušar ◽  
Tomaž Berlec
Keyword(s):  
Negative Impact ◽  
General Procedure ◽  
Portfolio Analysis ◽  
The Other ◽  
Business Operations ◽  
Step Procedure ◽  
The One ◽  
A Company

AbstractChanging a traditional company into a lean one is a very complex and time-consuming process that needs to be addressed in an appropriate way, otherwise the project of introduction of leanness into a company may fail on the one hand and even have a negative impact on business operations of the company on the other. When introducing a change, a step-by-step procedure leading to a progress may be of great help. The paper outlines a general procedure of leanness, an important part of which is a lean agent. A portfolio analysis is also used as a measure of leanness or as an indicator of the desired direction. The applied working methods were mainly active workshops and interviews with employees. The procedure has been tested on an example of a Slovene company; first, the existing situation is outlined, then the leanness steps taken according to the procedure and the final result after the first transition of the procedure.

scholarly journals On an optimal extraction problem with regime switching

2018 ◽  
Vol 50 (3) ◽  
pp. 671-705 ◽  
Author(s):  
Giorgio Ferrari ◽  
Shuzhen Yang
Keyword(s):  
Optimal Control ◽  
Regime Switching ◽  
Spot Price ◽  
Discounted Cash Flow ◽  
State Process ◽  
Running Cost ◽  
The One ◽  
A Company ◽  
Skorokhod Reflection ◽  
The Value Function

AbstractIn this paper we study a finite-fuel two-dimensional degenerate singular stochastic control problem under regime switching motivated by the optimal irreversible extraction problem of an exhaustible commodity. A company extracts a natural resource from a reserve with finite capacity and sells it in the market at a spot price that evolves according to a Brownian motion with volatility modulated by a two-state Markov chain. In this setting, the company aims at finding the extraction rule that maximizes its expected discounted cash flow, net of the costs of extraction and maintenance of the reserve. We provide expressions for both the value function and the optimal control. On the one hand, if the running cost for the maintenance of the reserve is a convex function of the reserve level, the optimal extraction rule prescribes a Skorokhod reflection of the (optimally) controlled state process at a certain state and price-dependent threshold. On the other hand, in the presence of a concave running cost function, it is optimal to instantaneously deplete the reserve at the time at which the commodity's price exceeds an endogenously determined critical level. In both cases, the threshold triggering the optimal control is given in terms of the optimal stopping boundary of an auxiliary family of perpetual optimal selling problems with regime switching.

How to Improve Remanufacturing?—A Systematic Analysis of Practices and Theories

2018 ◽  
Vol 141 (2) ◽  
Author(s):  
Tomohiko Sakao ◽  
Erik Sundin
Keyword(s):  
Customer Value ◽  
Success Factors ◽  
Theory And Practice ◽  
Systematic Analysis ◽  
Effect Analysis ◽  
Product Service ◽  
Fishbone Diagram ◽  
Cause And Effect Analysis ◽  
The Right ◽  
A Company

Remanufacturing has gained attention from industry, but the literature lacks the scientific comprehension to realize efficient remanufacturing. This hinders a company from commencing or improving remanufacturing efficiently. To fill this gap, the paper proposes a set of practical success factors for remanufacturing. To do so, it analyzes remanufacturing practices in industry through interviews with staff from remanufacturing companies with long experience. The practical success factors are found to be (1) addressing product and component value, (2) having a customer-oriented operation, (3) having an efficient core acquisition, (4) obtaining the correct information, and (5) having the right staff competence. Next, the paper further analyzes remanufacturing processes theoretically with both cause and effect analysis and means-ends analysis. Since the factors show that, among other things, the product/service system (PSS) is highly relevant to remanufacturing in multiple ways, theories on the PSS are partly utilized. As a result, the distinctive nature of remanufacturing underlying in the processes is found to have high variability, high uncertainty and, thus, also complexity. The obtained insights from practice and theory are found to support each other. In addition, a fishbone diagram for remanufacturing is proposed based on the analysis, including seven m's, adding two new m's (marketing and maintenance) on top of the traditional five m's (measurement, material, human, method, and machine) in order to improve customer value. The major contribution of the paper lies in its insights, which are grounded in both theory and practice.

scholarly journals Developing Soft Skills among Potential Employees: A Theoretical Review on Best International Practices

2021 ◽  
Vol 12 (2) ◽  
Author(s):  
Oleksandr Malykhin ◽  
Nataliia Oleksandrivna Aristova ◽  
Liudmyla Kalinina ◽  
Tetyana Opaliuk
Keyword(s):  
Professional Development ◽  
Theoretical Analysis ◽  
Soft Skills ◽  
The Other ◽  
Skills Development ◽  
Common Language ◽  
The Common ◽  
The One ◽  
A Company ◽  
Selection Of

The present paper addresses the issue of determining the best international practices for developing soft skills among students of different specialties through carrying out a theoretical review. Basing on literature on present-day theory the authors make an attempt to explain soft skills dichotomies, summarize existing approaches to classifying soft skills, consolidate and document best international practices for soft skills development among potential employees of different specialties including bachelor students, master students, doctoral and postdoctoral students. The data obtained in the theoretical analysis reveal that the possible ambiguities in the interpretation of the concept of “soft skills” are caused, on the one hand, by the dichotomic perception of their nature by present-day researchers and educators and, on the other hand, by the absence of the common language which makes it difficult to provide a more unified definition most satisfactory to all concerned. The authors are convinced that soft skills have a cross-cutting nature and regard them as personal and interpersonal meta-qualities and meta-abilities that are vital to any potential employee who is going to make positive contributions not only to his/her professional development but to the development of a company he/she is going to work for. The results of the conducted theoretical review clearly indicate that the absence of the unified understanding of the concept of “soft skills” is reflected in the existence of different approaches to classifying soft skills, let alone, the selection of didactic tools for developing soft skills among potential employees.

scholarly journals EFFECT OF CUSTOMER VALUE AND CUSTOMER EXPERIENCE ON CUSTOMER SATISFACTION AND LOYALTY PT MERATUS SAMARINDA

2020 ◽  
Vol 4 (01) ◽  
Author(s):  
Hasfar M ◽  
Theresia Militina ◽  
Gusti Norlitaria Achmad
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Customer Experience ◽  
Statistical Test ◽  
Statistical Hypothesis ◽  
Equation Modeling ◽  
Value Effect ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of customer value and customer experience to customer satisfaction and loyalty PT Meratus. The population in this study are customers of PT Meratus by the number of 80 customers. Methods of data collection is done by providing a list of questions or the questionnaire respondents who are customers of PT Meratus, where questionnaires were distributed to such subscribers. This study uses data analysis tool which Partial Least Square (PLS), then this study using structural equation modeling analysis method or path analysis to determine the causal relationship between the latent variables contained in the structural equation. While testing the hypothesis tested boost strap resampling method developed by Geisser and Stone. Statistical test used statistical test t or t test, with statistical hypothesis. The tools used in processing the data using PLS Smart program. The results of this study indicate that 1) customer experience influence positive and significant to customer satisfaction, 2)) customer experience influence positive and significant customer loyalty, 3) customer value effect on positive and significant to customer satisfaction, 4) customer value effect positive but are not with significant customer loyalty, 5) customer satisfaction and significant positive effect on customer loyalty.

scholarly journals United Nations Technology Facilitation Mechanism: Conceptual, Organizational and Legal Framework for Operation

2018 ◽  
Vol 5 (3) ◽  
pp. 29-38
Author(s):  
M V Shugurov
Keyword(s):  
Sustainable Development ◽  
International Cooperation ◽  
Cumulative Effect ◽  
Legal Framework ◽  
The Sustainable Development ◽  
Global Partnership ◽  
Technological Cooperation ◽  
Analysis And Synthesis ◽  
Environmentally Sound ◽  
The One

This article is devoted to investigation of the forming and the initial stage of functioning of the UN’s Technology Facilitation Mechanism in the context of exploring new trends of international innovation, scientific and technological cooperation in interests of Sustainable development and achieving its aims. The study goal is a elaborating the conceptual model of given Mechanism in the light of tasks, enshrined in the 2030 Agenda for sustainable development and addressed to the Global partnership in the interest of sustainable development as regards development of environmentally sound technologies, knowledge and innovation and other sustainable technologies.The methodology of research conducted consists of the general scientific methods of analysis and synthesis, generalization and abstracting. The author have used the system principle and the historical principle. The empirical basis of analysis concludes provisions of international documents in the area of sustainable development, UNs’ documents and documents, stipulating the Mechanism activity.As results of given study are following: the proof of hypothesis that Mechanism is a key institutional innovation of global policy in respective area of international cooperation; explicating the specificity of its political and legal foundations; indicating its stakeholders; indicating its structure; pointing its priority directions of activity. The conclusions drawn are conceptual provisions that, firstly, Mechanism really has a potential for consolidating and broadening the scope of international cooperation and also increasing the coordination between stakeholders by means of elimination of fragmentation and gaps that should lead to cumulative effect. Secondly, Mechanism is designed to focus attention on facilitating overcoming various barriers, such as trade, investment and financial, of development and transfer of technologies and knowledge that should lead to a conjugating the scientific and technological progress, on the one hand, and the sustainable development, on the other hand.

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