‘From free to fee’

Books 2 Byte
From Products to Services
Laurie Young
( http://www.wiley.com/)

Put simplicity on view

Have you ever noticed that though many consumer businesses, such as McDonald’s and Wal-Mart, are highly complex, ‘they keep that complexity inside their business and make it simple for their customers to use them’? Drawing attention to this, Laurie Young observes that “by complete contrast, many IT companies have let their complexity fall straight through to their customers who have had to pay extra to manage their ‘platforms’ or ‘ infrastructures.’ The integrators and outsourcers have, as a result, built up multimillion dollar businesses by managing this complexity, he adds, in From Products to Services.

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