Step 9.1

Continue production, monitoring and support.

Primary Findings

Secondary Findings

Primary findings


Private sector partners must manage use of the developed product over time. 
Non-experimental study
(View full citation)

Relationships created for R&D outnumber similar efforts for commercializtion and post-launch support. 
Case study findings
(View full citation)


The innovation process yields commercialization untapped networks.
Case study findings
(View full citation)

Successful adaptation is linked to availability of user support such as training, customer service, and local repair techs.
Case study findings
(View case study)


Complex technologies require a collaborative approach for successful innovation and diffusion. Minimizing the level of innovation system uncertainty should be a focus of collaboration to identify needs, demonstrate the value of technologies, and work together to design and deliver post-purchase support. 
Case study findings
(View full citation)

Follow up on customer suggestions; conduct formal interviews, review warranty reports, conduct on-site meetings and product reviews
(View full citation)

Utilization of market research early in the new product development process, and continuing throughout the entire development phase is critical to ensuring success.
Survey data.
(View full citation)

Voice of the Customer Information as a Best Practice for the NPD process: 1) Market and buyer behavior studies are a valuable source of information for planning the market launch. 2) Market research as a tool to help define the product. 3) The customer or user ought to be an integral part of the Development process. 4) Identification of customers or users real or un-articulated needs and their problems, is considered fundamental to voice-of-the-customer research, and should be a key input to product design. 5) Working with highly innovative users or customers.
A quantitative survey of 105 business units, supported by team's experience in NPD modeling, consultation, application and analysis.
(View full citation)

Secondary findings


Use the Internet to assist with customer and product support. Train salespeople and provide them answers to product questions online.
Source: The Baan Company: Case Study (2002), FileNew Corp: Case Study (2002), Tompkins Group: Case Study (2002). In: Ozer, M. (2003)

When conducing evaluations, keep in mind that customers are likely to retain or switch suppliers on the basis of service (55%), quality (7%), or price (7%).
Source: Forum Corporation, 1988. In: Datar, S., Jordan, C.C., Kekre, S., Rajiv, S. & Srinivasan, K. (1997)