The growing focus on customer relationship forces enterprises to redesign their processes more customer oriented. This article suggests a classification of customer orientation from the customer’s perspective. Within this classification we discuss processes to obtain customer-oriented products and services in enterprises. To create a comprehensive solution to a customer’s problem, i.e. a bundle of customized products and/or services, we present an internet business model. It uses the internet technology to realize value chain and supply chain activities between different actors and an intermediary who coordinates the network.
Scheer, Christian and Loos, Peter, "Concepts of Customer Orientation - Internet Business Model for Customer Driven Output" (2002). ECIS 2002 Proceedings. 16.