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Applying Soft Cluster Analysis Techniques To Customer Interaction Information, Randall E. Duran, Li Zhang, Tom Hayhurst
Applying Soft Cluster Analysis Techniques To Customer Interaction Information, Randall E. Duran, Li Zhang, Tom Hayhurst
Research Collection School Of Computing and Information Systems
The number of channels available for companies and customers to communicate with one another has increased dramatically over the past several decades. Although some market segmentation efforts utilize high-level customer interaction statistics, in-depth information regarding customers’ use of different communication channels is often ignored. Detailed customer interaction information can help companies improve the way that they market to customers by taking into consideration customers’ behaviour patterns and preferences. However, a key challenge of interpreting customer contact information is that many channels have only been in existence for a relatively short period of time, and thus, there is limited understanding and …
Competition In Modular Clusters, Carliss Y. Baldwin, C. Jason Woodard
Competition In Modular Clusters, Carliss Y. Baldwin, C. Jason Woodard
Research Collection School Of Computing and Information Systems
The last twenty years have witnessed the rise of disaggregated “clusters,” “networks,” or “ecosystems” of firms. In these clusters the activities of R&D, product design, production, distribution, and system integration may be split up among hundreds or even thousands of firms. Different firms will design and produce the different components of a complex artifact (like the processor, peripherals, and software of a computer system), and different firms will specialize in different stages of a complex production process. This paper considers the pricing behavior and profitability of these so-called modular clusters. In particular, we investigate a possibility hinted at in prior …