What are the biggest factors that drive a company toward either a relentless focus on its core business or a penchant for business diversification? In my experience, the background, personal experiences, and attitudes of the CEO or founders. It really depends upon what these folks are used to and comfortable with. A CEO who came […]
The End of Customer Service
No one answers the telephone anymore. What does this signal about the importance of customer service? At least, technology companies in the US surely don’t answer the phone. Not many, anyway. With big companies, you are either presented with an endless phone tree–“press 1 for a company directory”–or that “favorite” communications technology. Yes, the cheerful […]
Tech Industry Strategic Advantage
How does a company compete in the long run? I’m not talking about the day-to-day stuff. What sets your company apart? What gives it a place in your software or hardware market segment that allows it to survive and hopefully, thrive? There are a lot of different terms used to describe the ability to compete. […]
