Customer Lock-In: Capturing and Keeping Customers

http://www.cio.com/archive/101598_book.html

This excerpt from the book Information Rules by Carl Shapiro and Hal R. Varian, explains the idea of customer lock-in and gives examples. (If you are interested, you can learn more about the book by looking at its web site.)

Questions:

1. How is customer lock-in related to ideas in Chapter 6?

2. How is customer lock-in especially relevant to decisions about information technology and information systems?

3. What can customers do when confronted with lock-in strategies such as those mentioned in the book excerpt?

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