Starting a Software Company

Paper Summary:

This paper argues that an entirely new type of software application is needed; one that would help companies meet their needs to stay in better touch with their customers. The paper then goes on to describe a proposed software product for a new software company that would help companies capture new product ideas and generally help them compete globally by making their customer service stronger.

Outline:
Summary
Making Internet-based Applications for Customer Service
Capturing the Voice of the Customer
Making Customer Service Really Happen
Helping Companies Capture New Product Ideas
Helping Companies Compete Globally
Conclusion

From the Paper:

"The majority of companies fail to see their customers as the best source of new product ideas or entirely new ways of servicing products. Clearly what is needed are a series of applications that give customers an opportunity to share their new product ideas and get rewarded for it in the process. Instead of just asking customers what new features or functions they want in a product, the proposed applications would ask the customers to define in greater detail just exactly what they are looking for. The customers could then define, in highly specific terms, what enhancements or product additions are needed. The best ideas would be included in the product, and the customer would be given recognition and possibly a cash reward if their suggested new feature opened up an entirely new market. The proposed software applications need to provide customers with the ability to provide these insightful suggestions and also a way to track these ideas so they could receive recognition for them. At the present time it is unlikely that any other software application has the ability to track the innovations that their customers recommend. Best of all, once a customer makes a recommendation for a new product or service and the idea gets included; the customer will feel they also are part of the creation process. Asking customers to participate in how to make products and services above all says that a company honors their opinion and looks forward to their feedback."

Sample of Sources Used:

• Computer Business Review Online, June 2006 - Gaining Value from Software As A Service. Computer Business Review Online Angela Eager. June 7, 2006. Accessed from the Internet on August 8, 2007 from location: http://www.cbronline.com/article_cbr.asp?guid=8B4B1CF1-D83A-45A5-856C-C391F2BD69F4
• Dyche', Jill (2002) - The CRM Handbook. Addison-Wesley Pearson Education. ISBN 780201-730623. Upper Saddle River, New Jersey. 2002.
• Friedman, Thomas (2005) - The World Is Flat. Thomas R. Friedman, author. Farrar, Straus, and Giroux. New York, NY. Published 2005

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