Purpose – The purpose of the paper is to develop existing tools or methodologies to measure customer value during acquisition and use, in such a way that the measures concurrently indicate the level of performance and more “accurately” identify the improvement opportunities....

Purpose – The purpose of this paper is to examine two approaches to measure and diagnose innovation excellence. Design/methodology/approach – The paper is a conceptual model for innovation excellence and a measurement system is developed. A Danish survey forms the empirical basis for the...