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Customer care excellence in the new product development process: a case study
2018
International journal of value chain management
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
doi:10.1504/ijvcm.2018.091100
fatcat:xxxcpwdn55dctmh3vjhszjl6c4