Recent years have witnessed an increasing awareness and need for information systems that can fulfil a role on the boundary between organisations and their environments. However, these so-called Customer Information Systems (CIS) have been developed using a traditional design approach with an emphasis on information systems that ignores the role of social systems in business decision-making. Consequently, a number of well-known problems concerning the use of information technology have also risen in the CIS area. Therefore, we propose a new design approach to CIS that addresses responsibilities and norms in business decision-making and focuses on the interplay between information systems design and organisational design. We propose extensions of current design issues that - if successful - could be of interest for researchers as well as practitioners.
de Ruyter, K., de Ruyter, J. C., & Zuurbier, J. J. (1993). Customer information systems: Approaching a new field in information systems from a new perspective. Information and management, 24(24), 247-255. https://doi.org/10.1016/0378-7206(93)90002-B