A tool for systematic assessment of customer needs in industrial markets Online publication date: Sat, 12-Jul-2003
by H. Karkkainen, K. Elfvengren, M. Tuominen, P. Piippo
International Journal of Technology Management (IJTM), Vol. 25, No. 6/7, 2003
Abstract: Industrial companies have to be able to understand the real needs of their various customers thoroughly, to react quickly to customers' changing needs, and to assess emerging customer needs proactively to succeed in the toughening business environment. We have developed a systematic tool based on the utilisation of diagonal matrices, originating from systems analysis, to extend the analysis of customer needs to customers' and further up towards the end user, and to support the proactive assessment of customer needs in long and complex industrial customer and business chains. We will describe the developed tool and study its usefulness in the need assessment of industrial products based on realised real-world applications in different industries. Several benefits related to the extension of customer needs analysis were experienced in the different phases of utilising the tool, and new customer needs and business opportunities were recognised.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Technology Management (IJTM):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com
Our Blog 
Follow us on Twitter 
Visit us on Facebook