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Marketing experts emphasize that the creation of superior customer value is a key element for companies' success. Understanding how to create value for customers, however, is not trivial in practice. The purpose of this paper is to analyze the role of requirements engineering (RE) in customer value creation. The paper describes experiences gained from six Finnish companies that develop software-intensive products and services for global markets. In practice, the focus of RE activities is mainly on product features. Customer value creation is, however, more than developing a competitive set of product features. It is important for companies to understand customers' processes and develop solutions that support these processes. To enable practitioners to change the focus from feature development to customer value creation, we propose a set of RE practices.

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Evaluating the IT business value is a challenging combination of managing the complexity of value phenomenon and the complexity of broad IT impacts. This study analyses the focal characteristics of IT business value evaluation and proposes a research agenda towards systemic evaluation approach. The systemic approach combines concepts of goal driven perspective for benefits, value as a combination of benefits and costs, and the lifecycle view of potential and realised value. These concepts are integrated through system dynamics modelling to understand the IT impact structures and dynamic value creating behaviour emerging from the structures. Finally, systemic approach should be supported by evaluation workflow practices that facilitate seamless data retrieval for the evaluation process, and the integration of evaluation outputs within the organisation.

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