Towards Customer-Centric Software Development: A Multiple-Case Study
Paper in proceedings, 2015

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.

customer requirements

customer feedback data

customer involvement

software development


T. Sauvola

University of Oulu

L. E. Lwakatare

University of Oulu

T. Karvonen

University of Oulu

P. Kuvaja

University of Oulu

Helena Holmström Olsson

University of Oulu

Jan Bosch

Malmö university

M. Oivo

Chalmers, Computer Science and Engineering (Chalmers), Software Engineering (Chalmers)

41st Euromicro Conference on Software Engineering and Advanced Applications (SEAA), 26-28 August, 2015


Subject Categories

Computer and Information Science





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