Most research in customer asset management has focused on specific aspects of the value of the customer to the company. The purpose of this article is to propose an integrated framework ? called CUSAMS -- that enables service organizations to comprehensively assess the value of their...

This research investigates the conditions under which customer information provided during the new product development (NPD) process improves business performance for radical innovations. I develop a model of the relation between customer inputs and business performance of the radical...