Overcoming the Threat to Technology Adoption
Point B Inc
Most customers struggle to keep up, and usually settle for far less value than they could (and should) get from their purchases. A new business model for the tech industry is needed
”one that requires radically different thinking about the future of services, sales, R&D priorities, and how companies create shareholder value. This new way of doing business views the use of the product as the beginning of a journey with a customer, not the end. The growing consumption gap caused by the avalanche of complexity that these companies have unleashed on their customers is undermining feature-based differentiation as a competitive advantage. Results-based differentiation
”actually measured by customers
”may be the next Big Thing in tech. Complexity Avalanche offers technology companies a roadmap for moving to this next level of services. This is not a book strictly for service executives, but for every executive whose company builds, sells, or supports technology.
J. B. Wood is president and CEO of the Technology Services Industry Association (TSIA). Wood is a co-founder, along with IBM and Oracle, of the Service Research & Innovation Institute (SRII). He is a frequent speaker at key industry events and has been quoted in Fortune, BusinessWeek, the New York Times, CNET, Computerworld, and CRM Magazine, among others. Wood also co-founded InsightExpress, which pioneered use of the Internet in market research applications, and was president and CEO of Prognostics, one of the largest customer research and consulting companies in the IT industry.