Abstract
Mass customization has emerged as a solution to address the new market requirements by producing goods and services to match individual customer's needs, while still enabling firms to capture the efficiency advantages of mass production. This means that individualized or personalized goods can be provided without the high cost surpluses and, thus, price premiums, usually associated with customization. To deliver mass customization, firms must find new ways to interact with their customers during the process of co-designing and configuring a customer-specific solution. This paper examines articles that deal with the ways in which several companies are meeting these demands without compromising the bottom line or customer service.

From the Paper
"Henry Ford, in reference to the Model T, once said you can have it in ?any color so long as it's black.? It was many years later before car buyers were able to completely customize vehicles according to their preferences. Even though Henry Ford may have been shortsighted in this aspect by today's standards, the complete lack of customization available on a Model T did make good business sense at the time. For example, he never had to worry about running out of a popular color of paint and delaying production until more could be acquired. But those days are long gone and today's customers are becoming more demanding than ever."

Tags:chain, customer, efficiency, made, management, operations, service, supply

Abstract
The paper explores how e-commerce systems and their resulting strategies are augmented and strengthened by mass customization's most prevalent implementations, product configuration and quote-to-order. The paper does this by comparing how Dell and Gateway rely on e-commerce systems to accomplish their strategic plans, achieve significant revenue growth and attain their mission statements. The paper highlights how Dell and Gateway illustrate what state-of-the-art e-commerce systems are evolving to, as each has a unique and extraordinary approach to integrating e-commerce into their quote-to-order and build-to-order process for customizing PCs, laptops and servers.

Outline:
Executive Summary
Introduction
Developments in e-Commerce Systems as They Relate to Mass
Customization
Evaluating the e-Commerce Strategies of Dell Computer and How They Make Mass Customization Pay
The use of e-Commerce Strategies At Gateway To Deliver Exceptional Experiences
Conclusion

From the Paper
"To the early adopters of e-commerce, mass customization represented an opportunity to take their unique, highly differentiated business models and propagate them globally. From PC manufacturers including Dell, Gateway, IBM and others to consumer good producers including Nike with their NikeID project, to financial services firms (Turowski, 69) mass customization allowed companies to sell online while also tailoring products and services to the unique needs of their customers. Across these industries the lessons learned from using e-commerce as the strategic platform for launching mass customization strategies online globally form the foundation of this analysis."

Tags:product, configuration, quote-to-order, profitability, Dell, Gateway

Abstract
The paper examines the mass customization supply chain management system in the computer industry, with particular reference to the Dell company. The paper discusses the three primary benefits of the mass customization strategy and how Dell realizes a substantial competitive advantage. The paper looks at how the system could be improved and pays attention to the role of supplier certification in the system, specifically, the actual and potential use and benefits of the ISO 9000 family of standards in the supplier certification.

Outline:
Introduction
Quality Management
Description and Evaluation of Current System
Improvements to this System, Supplier Certification
Conclusion

From the Paper
"One of the aspects of TQM is supply chain management. For the purposes of this discussion the supply chain system that will be evaluated is late customization, also known as mass customization or postponement. This particular supply chain management system will be discussed in the context of the Personal Computer industry. The late customization system "involves the modification of project configuration, presentation and performance of value added services to meet exacting customer expectations ("Form the supplier...")." A late customization system is propelled by demand driven product deployment as a way of augmenting the elasticity of the supply chain and accommodate fluctuations in volume ("Form the supplier..."). This particular type of supply chain has existed for quite some time; however in recent years technology has advanced to the point where the use of late customization is more feasible for companies who offer certain types of products ("Form the supplier...").
"If we examine a company such as Dell the details of the supply chain are quite simple. Firstly, customers that want a personal computer can call Dell or order the computer(s) on the internet. Dell provides customers with standard systems and includes pictures, specifications and options. Options also include prices above the standard price. One the customer deigns the computer with specified options, the computer is paid for. Dell then transmits the order to workers responsible for building the computer. Dell then builds the computer for the customer and the computer is sent directly to the customers' home or office building. This particular strategy completely avoids the middleman and as such costs can be reduced for the consumer."

Tags:total, quality, management, supplier, certification, ISO, 9000

Abstract
This research proposal discusses website personalization and customization and its influence on the segmentation of online markets, specifically in e-commerce transactions. The discussion uses trust as the validation point and it provides a literature review of the topic. The paper proposes and defines a trust-based maturity model as part of its discussion.

Table of Contents:
Synopsis
Literature Review
How the concept of the Trusted Advisor Affects Opt-In Personalization
Defining Shared Values Segmentation As A Foundational Trust Element
Role of Social and Cultural Influences on Values-Based Segmentation
Values-based Segmentation and Personalization Behavior
Trusted Advisors Define Competitive Advantage Through Personalization of Service
Foundation for Personalization's Future: Differentiating and Segmenting on Trust
Trust- and Values-Based Segmentation Strategies and Pricing
Validation of Trust-Based Differentiation
Value Service Architectures and Models and their impact on Personalization: Differentiation through Value Equity
Managing Consumers' Perception of Value and Influencing Behaviors
Putting Trust- and Value-based Differentiation in the Center of Go-To-Market Strategies
Valuing the Customers' Privacy and Intentions in Personalization
Conclusions
Statement of the Problem
Purpose of the Study
Research Model
Research Questions
Hypotheses
Relevance and Significance of the Study
Barriers and Issues of the Study
Methodology
Anticipated Findings

From the Paper
"Most significant will be the validation and further research of both the Personalization Trust Model and Trust-Based Personalization Maturity Models. The correlation to successively higher levels of personalization relative to the increasing level of trust earned by online content providers and e-commerce companies will also be quantified and shown in the context of this study. The quantification of trust made possible by measuring these dynamics of personalization in light of the two models proposed in this dissertation proposal will significantly increase follow-on research throughout the academic and commercial communities, as trust is the most critical yet most elusive differentiator there is."

Tags:trust, maturity, segmentation, equity

Abstract
This paper discusses customer relationship management (CRM) across industry in general. The historical development within the call center environment is first examined and then its adoption by other industries in order to capitalize more effectively on customer data is examined. The paper concludes that data and data management is increasingly at the core of CRM functionality.

Table of Contents:
Executive Summary
Overview
High-Level Description
Business Strategies
Users of the Systems
Detailed Description
Applications
Success
Failure
Conclusion

From the Paper
"The consumers of CRM applications and technology are primarily larger firms with more than 500 employees and typically operating in more than one market. The popularity and ease of installation of many lesser known CRM applications has meant that almost any firm of any size can install and apply CRM to one degree or another with the only primary difference between them and larger companies being the degree of integration achieved across platforms and across the organization."

Tags:customization applications functionalities, call center, data mining

Abstract
Based on ten books written on the subjects of consumer behavior and customer service, this paper sets out to show whether customer centricity has been the focus of businesses for some time, and whether it has been addressed correctly. The writer explains that the study of customer retention information shows that what it takes to keep customers coming back is quite different from what it takes to attract new ones, and discusses various types of customer loyalty programs. From the literature four specific areas that need to be examined in order to help businesses improve customer focus are identified, as well as six factors that are often seen as imperative in improving customer retention, and five specific dimensions of service quality. The paper concludes that although most studies have indicated that retaining old customers is what really boosts business growth, many businesses still persist in spending more to get new customers who will cost them money by leaving, instead of spending less to retain loyal ones.

From the Paper
"It is significant to remember when looking at customer centricity that people seldom stop patronizing a business simply because of ordinary interactions that they deal with when they shop there but instead because of the failure of the specific organization to handle situations that could be potentially problematic to the satisfaction of the customer (Bowen & Lawler, 1992). Personnel who come into contact with customers need to be able to think for themselves, take responsibility for their actions, and respond well to the pressure that often comes from customers who are angry or upset (Bowen & Lawler, 1992)."

Tags:success, customer satisfaction, effective personnel, problem solving, performance coaching communication

Abstract
This paper examines the growing importance of customer satisfaction towards the achievement of organizational goals, focusing on a variety of mechanisms which deal effectively with with the clients. First, the paper discusses how customers are viewed as the main determinants of corporate success. Then, the paper defines customer relationship management, or CRM, which basically revolves around the art of dealing with the customer. Numerous sources are cited which further elaborate on this concept. The paper also highlights the changes that have occurred in both the business and technological sectors and shows how CRM is pivotal in a companies success. The paper concludes by stating that CRM represents the art and science of developing and maintaining efficient communications and relations with the client, with the aim of better satisfying their needs and turning them into loyal customers.

Outline:
Introduction
What is Customer Relationship Management?
Conclusions

From the Paper
"Given the still growing importance of customer satisfaction towards the achievement of organizational goals, economic agents employ a wide variety of mechanisms in most effectively dealing with the client. These mechanisms are developed and implemented by the marketing team within each institution and address a wide array of issues, such as satisfactions, dissatisfactions, additional demands and so on. The commonality of all strategies employed in dealing with the customer is that they are all based on improving communications with the target audience. Customer Relations Management is a modern concept to be employed in the relationship between organization and its clients, and, despite what was initially believed, it is more than a technological tool."

Tags:CRM, hi-tech, business strategies, customers

Abstract
This paper discusses customer loyalty, using the company Comcast Corporation as a case study. The paper begins with an assessment of the roots of customer loyalty, which it maintains are in staff loyalty. Next the paper examines how customer loyalty is developed. Then the paper asks how customer loyalty is incorporated into marketing strategy. Finally, the paper studies the affect of customer loyalty on Comcast's customer retention.

From the Paper
"Winning customer loyalty begins with winning staff loyalty. Companies that try to win customer loyalty without first winning staff loyalty often find that in spite of great customer loyalty programs and initiatives their results fall far short."

Tags:customer loyalty, staff loyalty, customer retention, Comcast Corporation, marketing

Abstract
The writer of this paper stresses the importance of reliable and effective customer service which is crucial in retaining satisfied customers and clients in business. This paper examines the blatant limitations in most customer service departments. This paper explores the concept of implementing technology into existing customer service departments while detailing the resulting impact in a particular business.

From the Paper
"Good customer service is predicated upon the service desk's ability to provide service. This paper explores the concept of technology as a critical component of that ability. The kind of service that a service desk can provide is limited by its technology not just by its personnel. In this paper the experience of Consonus, a company that has used technology to ramp up its customer service capabilities is examined."

Tags:customer service, technology, technology-based customer service, HP, OpenView, clustering, open architecture

Abstract
The history of restaurant business reveals that policy making for customer service has been a painless effort, but attaining employee acceptance to the same for making it operational is the more challenging area. This impracticability of customer services' policies in restaurant management has led most strategies to failure from their initiation. This paper primarily describes the concept of customer service in restaurant management. Thereafter, it shows how the improvement of customer services in restaurant management depends upon the management's and the employee's approach towards each other, the establishment and the services. It also provides research findings on the subject and recommendations that can help improve customer service in restaurant management.

From the Paper
"The Industrial Era's school of thought was established on the notion that employees were not at all bothered to provide quality service since they abhorred working. They were given directives like any automated machine is directed a set of instructions. With the exception of employee collapses that included wounds or ailment, tasks were reluctantly accomplished.
In most cases, restaurant managements decline to the ideology of the US Industrial Era wherein employees were regarded as a constituent of manufacture process, no different than any mechanized paraphernalia. Intentionally or unintentionally, they disregard the fact that implementation of all programs, policies and strategies though ultimately affect customer satisfaction, but revolve around the internal public of the restaurant organization."

Tags:Industrial, Era, satisfaction, commitment, customer, grievances