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The core-customer concept

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  • Christina Öberg

Abstract

The purpose of this paper is to define and discuss the core-customer concept. This concept examines how a company develops its operations around a single or only a few customers. The customer steers what products and services the supplier develops, which means that it is the customer that dictates the supplier's operations. The core-customer concept may be one method for designing a company's operations, but the paper also aims to challenge companies to consider how they think about customers. The paper contributes to research on customer value and extended service offerings by indicating a business-development strategy based on the customer rather than the supplier's operations. Building a company around a single customer, requires flexibility and competences in finding collaboration partners or in adjusting the organisation to new requirements. The paper refers to these as secondary/supporting competences, while the core competence upon which the company builds its operation is the customer.

Suggested Citation

  • Christina Öberg, 2010. "The core-customer concept," The Service Industries Journal, Taylor & Francis Journals, vol. 31(16), pages 2677-2692, July.
    • Handle: RePEc:taf:servic:v:31:y:2010:i:16:p:2677-2692
    DOI: 10.1080/02642069.2010.511186
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