products to the needs of customers. This explains why economists have reopened the debate on whether
products and adapting existing products to the needs of customers. Small firms account for a disproportionate share of new product innovation given their low R&d expenditures (Acs and Audretsch
manufacturers and final customers. But to properly take advantage of such internet-based financial and accounting systems, SMES typically need to modify
customers will directly interact only with the intermediary, which provides the appearance of having a
you have to find customers for your speciality all over the world in order to recoup your R&d investment
demonstration effect--to show potential customers and business partners that they are committed to the local economy.
order to provide services, such as training, to customers. While such services could be contracted out, the
While customers may be satisfied in a static sense, the enterprise is not engaging in dynamic product development,
Customers eventually reward technological leaders that can provide them with unanticipated product innovations and improvements.
and engineers should have a deep understanding of what their customers actually need, but this can only be
nurtured through close and frequent contact with the customers. Such direct and repeated contact between
customers and the engineering department is particularly important, so that the latter do not underestimate the problems of applying technology to commercial needs.
German Mittelstand engage in direct contact with customers at twice the frequency as in the largest
customers, manufacturers, and capital good suppliers in Italy has created an environment that pushes innovation forward.
manufacturers and customers, the latter providing rapid feedback on technical solutions. These links have been supported by national and local government policies as well as by a rich network of private economic
the main vehicle by which one meets new SME-customers â'Organisation of workshops. Workshops about specific technologies or organisational changes
group of SME who are already regular customers â'Distribution of business information. All sorts of information dissemination is possible
engineering knowledge available (from public research institutes, customers, suppliers) and their own day -today business activities.
potential partners and customers who share common business or technical goals, at reduced costs and
Innovation Stockholm has about 1 000 customers a year, and 20%of them commercialize their innovative idea
customers, intermediaries and the Steering committee RIS NÃ, which supports the process Opportunities for cross-border and international ecosystem development
greater sales or margins and/or retain more customers than its competition. There can be many types
inputs of customers and their fast changing needs makes it imperative that enterprises continuously improve the way business is conducted.
suppliers and customers, service providers and scientific institutions to achieve innovations of high quality. The results of Nguyen and Mothe (2008) confirmed that cooperation with
customers had a positive impact on performance Pavitt (1991) raised issues such as flexibility, short communication lines, close relations with
customers, motivation of management and labour force, less bureaucracy, little filtering of proposals with strong interest in product development and technological change as part of the
Adaptability through nearness to markets and close working relationships with customers were again found to be associated with innovation.
According to their study, close linkage and cooperation with customers and suppliers had a direct and significant positive impact on the innovation performance of
and engage customers, suppliers competitors, and complementary organizations to develop new approaches to generating new wealth
flexibility, short communication lines, close relations with customers, motivation of management and labour force, less bureaucracy, little filtering of proposals with strong interest in product
and will need to start anticipating the wishes of customers with very different needs and wishes.
projects between customers and suppliers do not always lead to payment in full. This is the case
services), delivery to final customers, and final disposal after use (Kaplinsky and Morris 2000). All
Bantul, which is rich in resources and skilled labor, houses about 70%of all firms. The relatively high density and closeness to the cultural city of Yogyakarta create a conduce
a skilled labor force, firms were able to produce for global markets (Ismanilda 2011. Industrial structures were embedded socially,
as customers buy a set of products instead of just one product Most of my buyers order 25 to 100 sets.
example, customers using 3m†s Surface Saver tape for making ophthalmic lenses requested recyclable release liners for the
reduction for customers, reduced shipping costs for the double-sized rolls and a virtual elimination of solvent use in
collaboration with BASF customers. One such study, commissioned by the parliamentary faction of the German Green party, compared the eco-efficiency
prosecution, legal advice and translation costs whenever the applicant intends to apply for protection abroad. Overall, the costs of protection may be
legal advice and lack of resources (human and financial) to follow the application through to the
-ups) are placed perhaps best as potential customers for programmes seeking to assist the development of
between city centres and airports or peripheral parking sites †ready for pick-up by customers
customers for innovative solutions, etc. However, most innovation results from existing regional capabilities that transform into new industries in different forms
appreciable extent independently of competitors, customers and ultimately consumers†(Framework Directive SMTP Simple Mail Transfer Protocol
What bandwidth are customers likely to want going forward? It is not as difficult as one
•Different customers will have different bandwidth needs. Different networks will have different customers, and their customers may use their respective networks
in different ways (especially fixed versus mobile. All of this argues against a one -size-fits-all approach,
and also against a one-technology-fits-all approach. Again networks should be designed so as to evolve over time to meet the needs of their
respective customers •Eurodocsis 3. 0 cable systems already comfortably exceed the 100 Mbps called for in the DAE.
customer groups, to the different geographic areas in which customers are located, to the capabilities of networks already deployed there,
CMTS), optical nodes (fibre hubs) defining a specific cable cluster of customers, and trunk and line amplifiers (reflecting attenuation) within each cable cluster.
customers within a given cable cluster, however, share this capacity. 40 We discuss cable capabilities at length in Section 5
broadband access for customers are considerable and they could well compensate for lower guaranteed speeds. †41 One might well add that mobility offers advantages of its
In the cable system, the customers in a given cable cluster share the available capacity, while in a GPON
system this is the case for the customers connected to a given splitter 41 Feijoo, C.,GÃ mez-Barroso, J.-L.,Ramos, S. and R. Coomonte (2011a:
and residential customers. These particular results were computed for Germany, but they are consistent with previous less detailed results,
If customers paid for their fibre-based ultra-fast access based on the individualised cost of deploying it,
some customers, for example in greenfield development settings The upgrades that we are considering in this chapter are concerned primarily with
to selected customers on a trial basis, 66 and other cable operators have demonstrated still higher ultra-fast speeds over cable. 67
is available is shared by all connected customers. With proper management, however the data capacity can meet realistic customer requirements under quite a wide range
customers who require (and pay for) the higher bandwidths that are only possible with DOCSIS 3. 0. 68
needs of their customers •First, a cable operator might enlarge the frequency spectrum used on its network
•Second, the cable operator might reduce the number of competing end-customers served per fibre hub
First, as long as multiple customers share the same existing coaxial cable, unit costs will tend to be lower than Fibre-to-the-Home
can offer our customers the best service quality. In doing so, we have fastened on the
â€oewe have to some extent lost a lot of customers to cable companies. I am not just talking about Cablecom,
customers globally and approximately 30 researchers in residence from some of these companies. In 2013, Tyndall was participating in over 85 EU co
†29per cent by end 2013 †but customers are consuming more data, indicating an increase in
customers. 8 Wireless-broadband penetration levels vary considerably across the region. The number of subscriptions exceeds the population in Bahrain
competing for 143 million potential customers Data from household surveys collected in a number of CIS countries underline that mobile
LTE services to customers. The top five countries in the world in terms of fixed-broadband penetration (Monaco, Switzerland, Denmark
entry-level fixed-broadband plan, customers in developing countries are getting a connection five times slower on average than that enjoyed
by customers in developed countries In line with the reduction of fixed-broadband prices in PPP$ and USD, entry-level fixed
Indeed, customers in most urban areas of Ireland can subscribe to FTTH services, thus benefiting from Internet access at high speeds (50 Mbit/s
customers in the island. 19 Asia and the Pacific is a region exhibiting striking contrasts in fixed-broadband prices, with the
regions, to the benefit of customers Entry-level fixed-broadband prices are below the 5 per cent affordability threshold in five
offers to try to attract new customers. On top of the main types of mobile-broadband plans for
allowing customers to pool the data consumed by different devices in a single subscription. 23
lower prices to customers who subscribe to a monthly service, since they generate a more predictable revenue flow.
smartphone customers A feature of postpaid handset-based mobile -broadband plans is that they are in some
that these services target high-end customers rather than the average user. Postpaid mobile -broadband dongles include much lower monthly
mobile-broadband customers Average prices for computer-based mobile -broadband plans with a monthly data allowance
passed on in terms of lower prices for customers is competition. In recent decades, there has been a global trend towards the liberalization of
customers are willing to pay for a given service In a country with high economic levels, there
are potentially more customers who can pay more for the same service than in a country with
customers. Efficient spectrum allocation and assignment could allow the entry of new players or the consolidation of
the island are only available to business customers, the only Internet access available to residential customers being dial-up
15 For more details on Eircom†s FTTH roll out, see http://www. eircom. net/efibreinfo/map
which doubled the speeds of Home Broadband customers at no extra cost in March 2014,
is to understand their customers, are now increasingly shifting from conventional methods such as surveys, to the extraction of customer
customers to the production process in a way that enables companies to tailor and segment their products at low cost.
customers per kilowatt-hour produced, while increasing the accuracy of the customer†s return-on-investment estimates
customers, as outlined in this section Mobile networks capture a range of movement and location variables to identify user location
which identify their most important customers on the basis of the revenue they generate for the company
premium customers is maintained at the highest possible level Source: ITU evaluate existing policies and establish new
customers, which in turn leads to improved sales and marketing opportunities. At the same time big data can help optimize network operations
behavioural data about their customers Chapter 5. The role of big data for ICT monitoring and for development
and segment their customers based on a variety of metrics (Figure 5. 3). Depending on the country
measure of the number of customers leaving the network or a particular service offered by an operator.
of customers leaving the network (or opting out of a given service) by focusing on the customer†s existing service usage
•Level of influence of customers Operators are keen to leverage service and technology diffusion among their
CUSTOMERS LIKELIHOOD OF CHURN MOBILITY PROFILE 185 Measuring the Information Society Report 2014 in competitor networks.
most frequented by their customers, in order not only to ensure a high Qos in those areas,
mobility profiles of their customers that can be leveraged for location-based services Sophisticated customer profiling enables
to its customers, or to reduce churn rates. In the Republic of korea, for example, SK Planet, a
operator found that customers planning to quit their current package tend to use specific search
When operators suspect that customers may be looking elsewhere, they may try to keep them by
customers and high-revenue regions, operators can adapt their resource allocation to ensure that more resources are channelled into active
customers may report through a survey Service activity and use: All subscription data could provide information as to location.
their customers in terms of the type of content they consume (as revealed through clickstream analyses), DPI may provide greater insights for
prepaid customers (GSMA, 2013b), but even with registrations becoming mandatory for prepaid connections, the registered user and the actual
of prepaid customers generally chose to recharge using scratch cards. Higher denomination scratch cards were not as readily available as those with
be used to build a rich profile of customers, as outlined in Section 5. 3 Chapter 5. The role of big data for ICT monitoring and for development
subscriber, but also for individual customers Mobile operators can associate such data with traffic data to understand the revenue that is
details of mobile customers in the CDRS. This is in addition to the cell ID and would have to have an accuracy estimate of up
or to existing customers, etc 8. Local calls refer to those made on the same fixed network (on-net) within the same exchange area
available to all customers. In countries where no prepaid offers are available, the monthly fixed cost (minus the free minutes
or to existing customers, etc 9. With convergence, operators are increasingly providing multiple (bundled) services such as voice telephony, Internet access and
customers would and could purchase given the data allowance and validity of each respective plan
Customers can then pay an excess usage charge in order to continue to have full speed connections. In some cases, even throttled speeds
stock price in half, Starbucks looked to digital to help re-engage with customers. It created a vice
around how we were connecting with customers. †Brotman is now chief digital officer at Starbucks, where he and Curt Garner, Starbucks†chief in
Soon, customers will order directly from their mobile phones Using social media, mobile and other technologies to change customer relationships, operations
and the business model has helped Starbucks re-engage with customers and boosted overall perfor -mance. Its stock price has bounced also back up from roughly $8 in 2009 to nearly $73 in July 2013
-formation as everything †customers and equipment alike †becomes connected. The connected world creates a digital imperative for companies.
customers how to schedule maintenance and avoid part failures, improving operations. The company expects it will sell services related to maintaining its
said customers weren†t ready for new models yet because they are â€oehighly conservative and resistant to
customers and markets Launch new businesses Develop new business models Transition physical products /services to digital products
customers who had talked to customer service would then call back. Reframing questions about the business is a real challenge,
services to their final customers †which are always (even if indirectly) the citizens and businesses in
The customers and innovators voices should be included in a collaborative manner, so as to provide them the
Entities should make it easy for their customers to find, access and use the public services 3. Use standards and reference models
will first look for already existing solutions that satisfy the needs of their customers, even if that implies a transformational project for
All internal and external processes should be transparent to the customers 7. Drive continuous improvement
customers †citizens and patients The lack of availability of the medical practitioners†with increased ICT competencies
ï C1-Center on user needs †All public services exist to server their customers, their needs and
cloud computing and legal advice. Further support, investment advice and funding oppertunities for SMES and young compa
customers Us er va lu e In order to realise any of the potential social value, a
for your customers Level 5 You can show that your product/service could be operated up by someone else, somewhere else
current needs of the fee-paying customers and internal system users, despite the hardware being supported by the supplier on a'best endeavours'basis. 2
2. 9 The EPS provides the Authority's customers with the ability to submit prescriptions electronically as an alternative to paper prescription forms.
ï Customers The Authority provides the prescription service to 11,700 pharmacists, 116 appliance contractors and around 47,000 doctors from 8, 000
ï Channels NHS prescription forms are submitted by the customers to claim reimbursement for prescriptions dispensed.
of paper prescriptions by post (all legacy customers submit by post) or via EPS From April to December 2012,5. 4 million prescription line items were submitted
ï Services NHS Prescription Services calculates how much its customers should be paid as reimbursement and remuneration for medicines and medical devices
pharmacists and other customers to send prescriptions for payment by the fifth working day of a month.
provided to customers in terms of information accuracy and speed. 11 The installation of new scanner equipment will help to improve accuracy at the same time as
customers currently handled by the legacy system will need to adopt that standard prior to moving to CIP and EPS
transfer the customers and decommission the legacy system 4. 14 The intention is to eventually decommission the legacy system and move all
customers to CIP but we were unable to establish the existence of plans for the
transition of customers and the decommissioning of the old ICT. CIP would also require further development to add the business rules for the work-load currently
transfer the customers and decommission the legacy system 12 Information Standards Board for Health and Social Care, ISB 0052, available at http://www. dmd. nhs. uk
fee-paying customers and internal system users. Service definitions and service level agreements between the Authority and the Channel Islands and the Isle of man were
the remaining customers but the environment is changing; demand for NHS Prescription Services is growing
build a firm basis upon which to engage stakeholders and customers 5. 5 The best potential for accuracy and efficiency improvement appears to rest with
transfer the remaining customers to CIP and decommission the legacy system, and the proportion of prescriptions submitted via EPS increases significantly
transfer of the remaining customers from legacy to CIP or EPS Build a clear understanding
reviewed and improved in partnership with the end-users and/or customers and service delivery performance is compared regularly with target
activities are aligned with the needs of the service and its customers Succession plans are in place for all key roles
communications and quality of services for established and new customers Despite these advantages, rapid growth in businesses†purchases and sales over the Internet has
respond more effectively to customers. A company-wide electronic data source aims to disseminate employees†professional experience, for example tips for winning a contract, from which others in the firm
quality of a firm†s services to customers and attract new customers. By collecting information on
SMES€ motives for Internet commerce include reaching new/more customers, geographic expansion of market and improvement of service quality
To improve a firm†s responsiveness to customers, client feedback and information on employees†professional experience, such as know-how for winning a contract,
access general information about customers and previous correspondence concerning their complaints Another firm with 40 employees, has established a company-wide intranet with an on-line BBS (bulletin
to gain access to new customers and to expand their markets geographically. Internet technology makes it
and that the more customers or firms are connected to the network, the greater the benefits (spillover effects.
Web site, order exchanges with regular customers, recruitment and receiving customer feedback. Some SMES purchase some standard materials, office equipment and software over the Internet,
%of the firms with the Internet use it to learn about competitors, customers or suppliers.
External relations with customers as well as internal processes are being linked. Marketing and sales, logistics and delivery, after-sales service, supply chain
Very few of its regular customers had used the Internet and some preferred receiving confirmation of their order via fax or telephone
Strong links with customers and suppliers along the value chain as well as the lack of competition
although they still do not accept customers outside of Japan In 1996 a company employee bought a personal computer at his own expense to use the Internet
to (potential) customers lured 1 000 visitors to the site during the peak early month.
and investors, not individual customers. Some placed detailed corporate information on the site to illustrate
Customers do not use the technology 26.9 27.4 26.9 48.5 20.0 47.6 33.6 27.8 32.6
customers, cost of engaging in e-commerce, telecommunication costs) were seen also as largely positive for adopting firms
highly positive about their strategies reducing costs to reach customers, with small engaged firms being
targeted range of customers either locally or globally, either in B2b transactions (automobiles, textiles) or
Since the Internet and many travel-related sites allow on-line customers to compare the price of
On the other hand, the number of potential customers, some of whom may prefer a smaller agency†s prices
last-minute solution for customers. Transaction costs over the Internet can be significantly lower than those
because customers may prefer not to make a purchase at a small on-line shop without knowing about its product/service quality and
services, which customers may not receive from larger shops. Some small on-line book retailers have been successful by distinguishing themselves from others through specialisation in particular kinds of
Others have attracted customers worldwide by offering both specialised products and customised services (Box 5 33
The site has attracted customers not only in the United kingdom and Ireland but also throughout the world Australia;
customers who have bought an instrument through the site. Some customers, impressed by the presentation of the
instrument on the site visit the physical shop. The Web site can also be found through Violink, a popular
customers) and customer push has been a major factor in the adoption of EDI by the sector (Iskandar et al
and these benefits of EDI are considered to be largely in favour of their customers To realise larger benefits by streamlining business information and materials flows, as well as to
customers, but cross-border transactions with new and unknown partners still present challenges. If there
customers because it provides an easy-to-access redress procedure and may also save travel costs, which
larger dominant suppliers and customers that could exercise anti-competitive pressures and lock in E-government
Market and to provide legal certainty to administrations, businesses and customers. It was drafted in a technologically neutral manner
and may even be vital for customers claiming their rights. The country of origin of the web trader can have major consequences, for example, for their right
communication channel with its customers. Article 5 (1)( c) imposes the obligation on the service provider to render"easily, directly and permanently accessible"to both recipients of
themselves to offering an e-mail address accessible for their customers through the website They must also provide for other forms of direct communication. 47
to attract new customers to its website, ebay had bought keywords, including trademarks held by L'Orã al, from paid internet referencing services (such as Google's"Adwords".
customers, plays an active role of such a kind as to give it knowledge of, or control over
information to its customers cannot have the effect of denying it the exemptions from liability
normally need to seek legal advice or translation and eventually make a judgment which could take some time
†which applies indiscriminately to all its customers †as a preventive measure †exclusively at its expense;
oblige it to actively monitor all the data relating to each of its customers in order to prevent
•"may also infringe the fundamental rights of that ISP€ s customers, namely their right
Exceptions are foreseen in the context of already established customers for the direct marketing of its own similar products or services by the same provider.
spam, such as internet service providers, to protect their business and their customers by taking legal action against spammers
they may otherwise be reluctant to approach their pharmacists for in front of other customers in a physical pharmacy environment
customers the option of offers available from other Member States. In addition, just 14%of tested price comparison websites are available in more than one language179.
Different tools for approaching online customers exist. The classical way is for the traders or
that intend to reach those customers. Third, online enterprises such as travel planning sites sell both advertising space and their (own) services directly to consumers
Customers rely increasingly on search engines to find their preferred product or service. Search engines charge advertisers on a pay-per-click basis. The trend is towards direct-response type
customers are using search tools. However, the Commission services have received complaints from companies frustrated in their attempts to obtain TLDS because certain
attracting potential customers from all Member States On 24 may 2011 the Commission published a Communication with the aim of boosting the
Internet allows distributors to reach different customers and different territories, certain restrictions on the use of the Internet by distributors are dealt with as hardcore restrictions.
any obligation on distributors to automatically reroute customers located outside their territory, or to terminate consumers'transactions over the Internet if their credit card data
With the exponential growth and use of electronic means of communication, customers increasingly need to send
offer their customers an improved product portfolio Today, national postal operators hold 36%252 of the total parcel market across the EU
showing that customers (senders) are increasingly using alternative delivery providers. The main reasons for this choice could be:(
258 It is known that basic parcel services usually indicate services where customers hand in the parcel at the post
and customers using electronic-commerce Many operators are introducing flexible delivery systems, such as local stores or automatic
'services, whilst express operators have introduced lower-cost products targeting customers less sensitive to delivery time
customers with added value in the form of pre-delivery services (e g. presentation of available
final delivery price for customers In relation to innovations, new technologies have allowed operators to both improve efficiency and reduce costs.
customers; other stakeholders With regard to the complaints procedures in case of lost items, theft and delay, it becomes
and an indication of an international clientele composed of customers domiciled in various Member States,
such customers. Likewise, if the website permits consumers to use a language or a currency
showed that, in terms of journeys made by customers, the e-commerce model results in a total distance of 10.09 km saved per delivery.
Overtext Web Module V3.0 Alpha
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