Mapping Client Expectations for Better Business Design Innovation (Track 3, Session 5)
Author(s) :
Benoit Montreuil (Laval University, Canada)
S�bastien Caisse (Laval University, Canada)
Abstract : This paper looks at the impacts of customer centricity (business models focused on understanding customer needs) and pull orientation (value chains whose output is dictated by end-user demand rather than producer capacity) on business design innovation in a new economy context. The key concepts are represented as client expectations. These are mapped over a business design framework, showing how they impact all aspects of the business in various ways. The result is a rich yet simple semantic network yielding relations, dependencies and synergies at a glance, based on the co-authors� Tetrahedral Business Design Framework.

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