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Customer success, also known as customer success management or client advocacy, is a business strategy focused on helping customers achieve their goals when using a product or service. It involves providing support and guidance to ensure customers get value from their investments.
Business requirements in the context of software engineering or the software development life cycle, is the concept of eliciting and documenting business requirements of business users such as customers, employees, and vendors early in the development cycle of a system to guide the design of the future system.
Customer knowledge (CK) is the combination of experience, value and insight information which is needed, created and absorbed during the transaction and exchange between the customers and enterprise. [1] Campbell (2003) defines customer knowledge as: "organized and structured information about the customer as a result of systematic processing". [2]
When done well, customers are just neutral, but when done poorly, customers are very dissatisfied. Kano originally called these "Must-be’s" because they are the requirements that must be included and are the price of entry into a market. Examples: In a car, a functioning brake is a must be quality.
The perception of success of the customer service interactions is dependent on employees "who can adjust themselves to the personality of the customer". [2] Customer service is often practiced in a way that reflects the strategies and values of a firm. Good quality customer service is usually measured through customer retention.
For a business to have a customer value proposition, there is a set of key components that businesses need to focus, discuss and follow in order to gain and achieve success. The key components are: "developing a customer value proposition starts with an analysis of customers' needs, competitors' offerings, and the firm's strength to be ...
The requirements elicitation process may appear simple: ask the customer, the users and others what the objectives for the system or product are, what is to be accomplished, how the system or product fits into the needs of business, and finally, how the system or product is to be used on a day-to-day basis.
Requirements management is the process of documenting, analyzing, tracing, prioritizing and agreeing on requirements and then controlling change and communicating to relevant stakeholders. It is a continuous process throughout a project.