IMPROVING THE CUSTOMER INTELLIGENCE WITH CUSTOMER ENTERPRISE CUSTOMER MODEL

Domenico Consoli, Claudia Diamantini, Domenico Potena

Abstract

Customer can be profitably considered as an enterprise strategic asset. So, it is very important to define a bi-directional communication channel between the customer and the enterprise itself. In this work we propose a model named Customer enterprise Customer (CeC), that continuously hears customer opinions about enterprise products/services and behaves accordingly. CeC exploits the inherent nature of the growing so-called web 2.0, where users spontaneously join and spend time in sharing their reviews. The CeC model first collects and analyses customer opinions, then reports dysfunctions about the product/service to competent offices for giving feedback to customers, either by making the necessary improvements or by answering customers. The proposed model crosses all internal business functions, from design to production, and it is placed on the top of a customer-centred Enterprise Information System. In this work an overview of CeC model is given.

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Paper Citation


in Harvard Style

Consoli D., Diamantini C. and Potena D. (2008). IMPROVING THE CUSTOMER INTELLIGENCE WITH CUSTOMER ENTERPRISE CUSTOMER MODEL . In Proceedings of the Tenth International Conference on Enterprise Information Systems - Volume 4: CSAC, (ICEIS 2008) ISBN 978-989-8111-39-5, pages 323-326. DOI: 10.5220/0001733503230326


in Bibtex Style

@conference{csac08,
author={Domenico Consoli and Claudia Diamantini and Domenico Potena},
title={IMPROVING THE CUSTOMER INTELLIGENCE WITH CUSTOMER ENTERPRISE CUSTOMER MODEL},
booktitle={Proceedings of the Tenth International Conference on Enterprise Information Systems - Volume 4: CSAC, (ICEIS 2008)},
year={2008},
pages={323-326},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0001733503230326},
isbn={978-989-8111-39-5},
}


in EndNote Style

TY - CONF
JO - Proceedings of the Tenth International Conference on Enterprise Information Systems - Volume 4: CSAC, (ICEIS 2008)
TI - IMPROVING THE CUSTOMER INTELLIGENCE WITH CUSTOMER ENTERPRISE CUSTOMER MODEL
SN - 978-989-8111-39-5
AU - Consoli D.
AU - Diamantini C.
AU - Potena D.
PY - 2008
SP - 323
EP - 326
DO - 10.5220/0001733503230326