Towards Customer-Centric Software Development: A Multiple-Case Study
Paper i proceeding, 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 feedback data

software development

customer requirements

customer involvement


T. Sauvola

Oulun Yliopisto

L. E. Lwakatare

Oulun Yliopisto

T. Karvonen

Oulun Yliopisto

P. Kuvaja

Oulun Yliopisto

Helena Holmström Olsson

Oulun Yliopisto

Jan Bosch

Chalmers, Data- och informationsteknik, Software Engineering

M. Oivo

Chalmers University of Technology

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



Data- och informationsvetenskap