The Key to Customer Service: Breaking Down the Barriers to Be More Dynamic
July 5, 2013 - Aleks
As Clayton Christensen famously observed, new entrants in a market can compete with established players by better addressing a customer’s unstated or future needs. While established companies focus on serving a customer’s current needs, they fall behind as new competitors introduce disruptive technologies.
As powerful as Christensen’s insight is (Intel CEO Andy Grove once remarked that the Innovator’s Dilemma is the only business book ever published that was any use to him), some markets seem impervious to it. Consider mobile service providers, whose infrastructure is both enormously expensive and enormously finicky. Accidentally misconfigure one network element among many thousands, and service can be disrupted for millions of people.
Because of this, even the most innovative and disruptive aspiring mobile infrastructure vendors face a very high barrier to entry indeed. Introducing a new vendor into an already complex ecosystem is considered too difficult, and the risk is considered too high. Similar to movie stardom (though decidedly less glamorous), the mobile infrastructure business is very lucrative to a select few.
But this is changing, for two reasons.
Read the complete article by Chris Hoover, VP Marketing at Openet, at Wired.com.