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ABSTRACT
Little guidance exists in the literature with respect to the search for and evaluation of opportunities to use advanced Information Technology to enable outstanding customer service. In this article, the authors integrate existing frameworks to contribute to fill this void. The authors synthesize the Customer Service Life Cycle (CSLC) and the Customer Relationship Change Spectrum (CRCS). CSLC analysis is designed to produce idea generation and to support the creative process of identifying opportunities for IT investment in support of customer service. The CRCS enables managers to evaluate the organizational impact of proposed innovations. The combined framework offers an integrated planning framework spanning idea generation and feasibility analysis that should provide useful to both researchers and practicing managers.