An investigation into the internal business logic required for successful strategic customer service initiatives in organisations offering clients an integrated package of products and services

@article{Mountford2014AnII,
  title={An investigation into the internal business logic required for successful strategic customer service initiatives in organisations offering clients an integrated package of products and services},
  author={Gregory A. Mountford and Richard Vernon Weeks and Louwrence Daniel Erasmus},
  journal={Proceedings of PICMET '14 Conference: Portland International Center for Management of Engineering and Technology; Infrastructure and Service Integration},
  year={2014},
  pages={2226-2234}
}
Purpose: This paper is directed at gaining an understanding of the internal business logic of an organisation in order to better determine the requirements for a successful customer service initiative in an organisation offering an integrated package of products and services. Problem Investigated: Customer service strategies rarely have any meaningful impact within the product development departments of service-oriented organisations. A different approach is therefore required to engender a… CONTINUE READING

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