Customer Centric Positioning — Really

Customer-centric Web Sites

Customer-centric Web-based systems, such as ecommerce Web sites, or sites that support customer relationship management (CRM) activities, are themselves information systems, but their design and maintenance need to follow vastly different approaches from the traditional systems lifecycle approach. Based on marketing frameworks that are applicable to the online world, and following design scienc...

The paradigmatic pitfalls of customer-centric marketing

This article will argue that, despite customer-centric intent, marketing theory remains trapped in a firm-centric paradigm. How this apparent contradiction has endured is discussed critically with reference to what we see as four influential marketing perspectives. These perspectives are the 4Ps marketing mix, market-based assets, relationship marketing, and customer equity. Apart from the 4Ps ...

Special Section: Customer-Centric Information Systems

TING-PENG LIANG is National Chair Professor in Information Systems and Director of the Electronic Commerce Research Center of National Sun Yat-sen University in Taiwan. He received his Ph.D. from the Wharton School of the University of Pennsylvania. Prior to joining his current university in 1993, he taught at the University of Illinois and Purdue University. At National Sun Yat-sen University,...

Use - centric mining of customer reviews

Prior research involving customer reviews focuses on individual consumers and/or specific products. By contrast, use-centric mining aggregates over all reviews for all products in a category. Specifically, we induce a category-specific ontology from reviews and use that ontology to automatically extract product features and uses. We then use frequent-item sets to match product uses with product...

Creating a Customer-Centric Insurance Enterprise