This paper looks at the impacts of customer centricity (business models focused on understanding customer needs) and pull orientation (value chains whose output is dictated by end-user demand rather than producer capacity) on business design innovation in a new economy context. The key concepts are represented as client expectations. These are mapped over a business design framework, showing how they impact all aspects of the business in various ways. The result is a rich yet simple semantic network yielding relations, dependencies and synergies at a glance, based on the co-authors’ Tetrahedral Business Design Framework.
Montreuil, Benoit and Caisse, Sébastien, "Mapping Client Expectations for Better Business Design Innovation" (2006). ICEB 2006 Proceedings (Tampere, Finland). 30.