Customer-oriented strategic systems

Abstract Three recurring questions concerning strategic applications of information technology are (a) how can companies be first in implementing strategic systems? (b) how should their development and implementation be managed? and (c) what do strategic systems really contribute to the company? In this study, a specific class of strategic information systems, ‘customer oriented strategic systems’ (COSS) are examined with respect to these questions. Eleven systems in nine major organizations were studied using in-depth site interviews with the system's business managers and developers. Conclusions were drawn concerning factors that facilitate or inhibit the COSS innovation process within the originating firm, factors that influence the adoption of a COSS by a customer organization, and factors related to the overall strategic impact of the system.