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Towards Customer-Centric Software Development: A Multiple-Case Study

T. Sauvola ; L.E. Lwakatare ; T. Karvonen ; P. Kuvaja ; Helena Olsson Holmström ; Jan Bosch (Institutionen för data- och informationsteknik, Software Engineering (Chalmers)) ; M. Oivo
41st Euromicro Conference on Software Engineering and Advanced Applications (SEAA), 26-28 August, 2015 p. 9-17. (2015)
[Konferensbidrag, refereegranskat]

Customer involvement in software development is essential for building successful software products. Incremental improvements and enhancements of software require an in-depth and continuous understanding of customer needs. Also, mechanisms for managing customer feedback data need to be in place. However, previous research shows that the feedback loops from customers are slow and the process for obtaining timely feedback is challenging. In this study, we investigate customer feedback mechanisms and the ways in which customer data can be used to inform continuous improvement of software products. The contribution of this paper is twofold. First, we present a multiple-case study conducted in five Finnish software companies, where we identify how customer feedback data is collected and used in different product development activities. Second, we provide an explanatory 'customer touch point' (CTP) model which provides an overall understanding of customer feedback data collection and the related challenges in the case companies during software development.

Nyckelord: software development; customer involvement; customer feedback data; customer requirements



Denna post skapades 2015-11-27. Senast ändrad 2016-09-22.
CPL Pubid: 226478

 

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