Towards Predictable B2B Customer Satisfaction and Experience Management with Continuous Improvement Assets and Rich Feedback. - Petri Kettunen; Mikko Ämmälä; Jari Partanen (XP, 2015)

Towards Continuous Customer Satisfaction and Experience Management: A Measurement Framework Design Case in Wireless B2B Industry. - Petri Kettunen; Mikko Ämmälä; Tanja Sauvola; Susanna Teppola; Jari Partanen; Simo Rontti (PROFES, 2016)