ISSN: 0976-4860
+44 1478 350008
Department of Science and Technology, Sathyabama Institute of Science and Technology, Chennai, Tamil Nadu, India
Research Article
Exceeding Customer Satisfaction by Creating and Delivering Customer Value in Software Development Organizations
Author(s): Udhayakumar SP* and Meenakshisundaram Sivasubramanian
“Value” is the customer's perception of the proportion of benefits received against the costs incurred to consume a
product or service from a vendor. A customer’s perception of “value” is always two-fold i.e., (1) Direct utility from the
product or service (functionality, stability, security, speed, design alternatives, flexibility, standard compliance, etc.)
and (2) Relationship aspects (Product expertise of the vendor, vendor’s ability to partner and provide solutions based
on market trends, and running social programs for the customer, etc.), in short, any deliverable or activities which
will help the customers achieve their business objectives. Merely delivering as per the contract does not, please today’s
customers anymore and is not accounted as value delivery. Vendors are expected to go beyond the stated and agreed
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DOI:
10.35248/0976-4860.22.13.208