The Lack of Sharing of Customer Data in Large Software Organizations: Challenges and Implications
| العنوان: | The Lack of Sharing of Customer Data in Large Software Organizations: Challenges and Implications |
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| المؤلفون: | Fabijan, Aleksander, Olsson Holmström, Helena, Bosch, Jan |
| المصدر: | Agile Processes, in Software Engineering, and Extreme Programming Lecture Notes in Business Information Processing. :39-52 |
| مصطلحات موضوعية: | Customer feedback, product data, qualitative and quantitative data, data sharing practices, data-driven development |
| الوصف: | With agile teams becoming increasingly multi-disciplinary andincluding all functions, the role of customer feedback is gaining momentum.Today, companies collect feedback directly from customers, as well asindirectly from their products. As a result, companies face a situation in whichthe amount of data from which they can learn about their customers is largerthan ever before. In previous studies, the collection of data is often identified aschallenging. However, and as illustrated in our research, the challenge is not thecollection of data but rather how to share this data among people in order tomake effective use of it. In this paper, and based on case study research in threelarge software-intensive companies, we (1) provide empirical evidence that‘lack of sharing’ is the primary reason for insufficient use of customer andproduct data, and (2) develop a model in which we identify what data iscollected, by whom data is collected and in what development phases it is used.In particular, the model depicts critical hand-overs where certain types of dataget lost, as well as the implications associated with this. We conclude thatcompanies benefit from a very limited part of the data they collect, and that lackof sharing of data drives inaccurate assumptions of what constitutes customervalue. |
| وصف الملف: | electronic |
| URL الوصول: | https://urn.kb.se/resolve?urn=urn:nbn:se:mau:diva-12608 http://conf.xp2016.org/events/xp-2016-edinburgh/event-summary-bfae67b3644e4052b7b3fbfdc941a4af.aspx https://mau.diva-portal.org/smash/get/diva2:1409655/FULLTEXT01.pdf |
| قاعدة البيانات: | SwePub |
| تدمد: | 18651348 |
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| DOI: | 10.1007/978-3-319-33515-5_4 |