Towards Predictable B2B Customer Satisfaction and Experience Management with Continuous Improvement Assets and Rich Feedback.
Petri KettunenMikko ÄmmäläJari PartanenPublished in: XP (2015)
Keyphrases
- customer satisfaction
- customer retention
- service quality
- online shopping
- customer support
- customer service
- information systems
- management system
- user satisfaction
- electronic commerce
- decision making
- knowledge management
- internet banking
- marketing strategies
- internet shopping
- customer reviews
- product design
- decision support
- decision makers
- databases
- real time