Part VII: New Directions
Future challenges for building the customer centric enterprise
Despite all the pages filled
before with research on how to make enterprises more customer centric,
there are still many open questions. Thus, the last part of the book discusses
the future of mass customization, customer integration, and personalization.
Piller and Tseng will comment on fields for further research needed to
develop new processes, tools and programs for integrating the customer
into value creating activities, both on the technological and the operational
process side. They envision a future in which mass customization becomes
an integral part of business operations, co-existing side by side with
mass production. To this end, six areas are identified which require special
attention when implementing a mass customization system n practice. These
are also fields where more research is needed most.
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