Stories by Carl Shapiro and Hal R. Varian

ANALYSIS: Lock 'em Up!

Capturing and keeping customers, known as lock-in, is increasingly becoming the competitive advantage weapon of choice for "smart" (that is, information savvy) companies. The customer loyalty program is gaining ground on product and price in its importance to success, and in the next millennium companies will escalate the battle to lure away and lock in each other's best customers.

Written by Carl Shapiro and Hal R. Varian26 Oct. 98 11:00