Intellectual Capital/Stewart 155-157

157 To build customer capital, share-of-customer is a better strategy than share-of-market. Get your best customers to give you more of their business.

The technology of mass customization and flexible manufacturing isn't an issue. It's there.

Customer capital is wealth that's accumulated when the producer and the customers don't wrestle over surplus they have created together (cost saving, for example), but agree tacitly or openly to own it together.